Atera

The only tool I need to manage IT assets and system administration

Pros:

Atera completes all IT and systems management points, from flawless remote access for both Windows and Mac. In particular, it is excellent for connecting to external servers (VPS) and having control over the status and executing tasks manually or even automating . I was very surprised by what Atera covers in terms of features that adapt to any business.

Cons:

It is an excellent tool, however, only for medium and large companies given the level of computer knowledge that you need to have to use it, It would be great to see a total reports generated as well as per user and more, the cost is also high, but it worh it.

Great startup PSA and RMM for MSPs

Comments: Great, very high uptime and excellent performance

Pros:

It has all the features and most the integrations most the competitors have at a slightly lower price. The software evolves faster than competitors so if the feature you need isn’t there it probably will be soon.

Cons:

Had to purchase the Splashtop unattended access option for $200 per year

Alternatives Considered: Kaseya VSA

Reasons for Choosing Atera: Slow performance across the board and the interface is not intuitive in Automate.

Switched From: ConnectWise ScreenConnect, ConnectWise PSA and ConnectWise Automate

Reasons for Switching to Atera: Lower initial cost and total cost of ownership

Amazing product that is growing and evolving

Comments: The product is an amazing value and allows a single or multiple users to act as a larger team. Support is there if you need them.

Pros:

The support team and access is amazing, they always have what you need. The shared libraries for scripts and SNMP templates are a huge time saver. (make sure to vet the scripts yourself) The AI features are more than a gimmick and can be a huge time saver if used properly. The developers are listening and adding requested features.

Cons:

The inability to add a user to multiple devices is a real headache for me. The time tracking interface is a bit lacking compared to other larger vendors.

Alternatives Considered: NinjaOne and ConnectWise Automate

Reasons for Switching to Atera: Great value for the money. Great support staff.

Quality has gone downhill

Comments: We have been with Atera since 2015. We have seen a lot of changes, most for the better. But at the start of 2019 everything has gone down hill. The site is slow, remote support (Splashtop) frequently goes down, and the lack of true support. What I mean by lack of true support is that they know they have a problem on their end, yet you get a canned response from them to flush your cookies and history. We are a IT company! We know a problem when we see one, and flushing our browsers is not going to fix the issues they are having. It is quite embarrassing when a customer calls you and you are unable to help them remotely because your systems don't work. Time to move to another RMM!

Pros:

The price point for this product is excellent, if it worked properly.

Cons:

Constant issues in the past few months. Cannot use remote frequently, it fails consistently since January 2019. Customer support is responsive in a canned response kind of way.

Great Product

Comments: Very positive. Customers find making tickets with Atera a lot easier than with previous software. We in IT find it very convenient to have everything in one location.

Pros:

Had every feature we needed and even some we didn't know we needed until we started looking around at what Atera offered. Also like that new features keep being added.

Cons:

The website can sometimes be slow to respond and require multiple refreshes. Doesn't matter which browser is used or if it's on or off work locations. Also do not like the recent addition of AI. AI is not well understood and has a tendency to go off the rails, so shoehorning it into software that is supposed to be reliable doesn't seem like a good idea.