http://www.mspcomparison.com/ http://www.mspcomparison.com/images/stories/web_links.jpg http://www.mspcomparison.com/ 23-227 http://www.mspcomparison.com/component/content/article/908-rmm/23-labtech-software.html LabTech RMM software is a great find, and we are very happy with the feature rich tool set, and limitless monitoring capabilities. We look forward to growing with LabTech. Their implementation team and tech support have been outstanding with the migration process assistance, and while change does take time and patience, they have worked through the majority of the kinks to completion, without any hesitancy. Thanks to LabTech, we expect to be back in growth mode, now that we have great RMM tools. Thanks LabTech Team! ]]> Wed, 25 Apr 2012 04:40:51 +0100 144-226 http://www.mspcomparison.com/component/content/article/920-online-backup/144-sos-online-backup.html Worst experience of my life. Everyone has a horror story about some phone company, some restaurant, some taxi driver, whatever. SOS is my horror story. My needs in the beginning were: rebranded backup exchange, sql and virtual plug-ins high level of support, to help me learn the ropes Pretty simple, right? First problem: the method used for caching means that the cache store is almost as big as the backup itself! Massive problems with storage on large backups. Second problem: noone available to help me/ not getting back to me soon enough to resolve issues. Third problem: "Oh, you need additional software for brick level exchange backups" Summary of many problems since then: 20GB upload limit. Big uploads can take days, interfering with work. No option for manual seeding. No option for emergency HDD recovery.... Maybe it's better if you actually LIVE in america, but this is not suitable for australia. ]]> Tue, 24 Apr 2012 08:01:28 +0100 147-225 http://www.mspcomparison.com/component/content/article/920-online-backup/147-corporate-backup.html Corporate Backup were my last resort after a number of broken promises and awful software from other, supposedly reputable vendors. I wish I'd gone to them first. They made some big claims over the phone, but after 4 weeks of trialing it was obvious that they could do everything they said they could do! Files, system state, exchange, active directories, exchange, SQL, VMware, HyperV to start with, plus file sharing capabilities, online signup for my clients.... Best software I've ever purchased. hands down. P.S I've only used the windows version, but I'm sure the Mac version is good too :) ]]> Tue, 24 Apr 2012 07:53:15 +0100 23-224 http://www.mspcomparison.com/component/content/article/908-rmm/23-labtech-software.html We have been with LabTech Software since 2008, and I must say the 2012 release and the offerings/services around it are the BEST offerings they've brought to the table thus far. The product upgrades itself is nothing short of amazing. UI changes, enhanced speed, tunneling stability, are just a few things that have really made a huge difference in our usage of the product, and overall perception of how great their product is, and not only how far they've already come - but where they are going - and in the right way… Other vendors could take a lesson from this up and coming pioneer of the RMM space, because it's very evident they are listening to their Partner base, and making changes to their processes and products based on the needs of the Partner base. Their Support, Documentation, and Training resources are more fortified than I've ever seen in the past, and the few questions we've had have been dealt with swiftly, correctly, and with the professional courtesy one should expect from a software provider. Another lesson other vendors could learn from. We are ecstatic about what they've brought to the table across the board, and can't wait for the next innovations that will directly make me more successful - and not just a competition to have newest technologies that you often see everywhere else. Keep it up Matt and Greg - you've done some incredible things in a very short period of time. ]]> Mon, 23 Apr 2012 14:18:50 +0100 23-223 http://www.mspcomparison.com/component/content/article/908-rmm/23-labtech-software.html Between the much needed interface tweaks, the single pane BDR management, MDM, the Ignite service for helping new MSPs get immediate value right out of the box, to the stuff that's coming down the pipeline (TBA) the guys at LabTech are killing it! I've heard grumblings about poor support, but let's seriously put that into perspective - just what, 3 years ago, LabTech had I think 7 employees? Now they are over 130 and have the backing of Connectwise to not only propel them financially, but also with best practices in development, support, strategy - and none of the other RMM tools out there are owned and ran by people that truly understand what IT Service Providers need to address the ever changing and expanding needs of our SMB Customers. Rapid growth is definitely still a problem, but they are putting the resources behind support to help their clients - but they aren't mind readers and at the end of the day YOU will only get out what you put in. If you are a lazy MSP who expects to click a few buttons and watch the money roll in, well, you probably won't be in business very long, but you may get a RTFM type response. The new onboarding is probably one of my favorite features. You turn it on, and it discovers what types of servers your client has and then applies the appropriate monitors and adds them to the appropriate groups. No more ugly template or manual onboarding. There are still some rough edges in the interface, but its nice to be able to fall back to the old interface if you can't find something in the new streamlined interface. ]]> Fri, 20 Apr 2012 03:18:18 +0100 23-222 http://www.mspcomparison.com/component/content/article/908-rmm/23-labtech-software.html We have been with LabTech Software since 2008, and I must say the 2012 release and the offerings/services around it, are the BEST offerings they’ve brought to the table thus far. The product upgrades itself is nothing short of amazing. UI changes, enhanced speed, tunneling stability, are just a few things that have really made a huge difference in our usage of the product, and overall perception of how great their product is, and not only how far they’ve already come – but where they are going – and in the right way… Other vendors could take a lesson from this up and coming pioneer of the RMM space, because it’s very evident they are listening to their Partner base, and making changes to their processes and products based on the needs of the Partner base. Their Support, Documentation, and Training resources are more fortified than I’ve ever seen in the past, and the few questions we’ve had have been dealt with swiftly, correctly, and with the professional courtesy one should expect from a software provider. Another lesson other vendors could learn from. We are ecstatic about what they’ve brought to the table across the board, and can’t wait for the next innovations that will directly make me more successful – and not just a competition to have newest technologies that you often see everywhere else. Keep it up Matt and Greg – you’ve done some incredible things in a very short period of time. ]]> Thu, 19 Apr 2012 15:53:45 +0100 23-221 http://www.mspcomparison.com/component/content/article/908-rmm/23-labtech-software.html Great for managing workstations/servers. HORRIBLE for managing Switches/Routers and other SNMP managable devices. The network probe used for these features is a joke. The problem is the sales people told us that it would do all the things we had in our old product (WhatsUp Gold) yet it didn't. I'm only referring to the switch/router management/monitoring portion. The rest is good. ]]> Tue, 17 Apr 2012 17:55:25 +0100 37-220 http://www.mspcomparison.com/component/content/article/917-psa/37-tigerpaw-crm.html As a company our experience of Tigerpaw software has been abysmal. There were problems from the beginning. The biggest problem is the software itself; at 700mb for the client, it is bloated. It runs very slowly, and appears clunky most of the time. On all of our machines the software crashed regularly, but the automatic emails to support with the diagnostic information never got responded to without being chased. Secondly the technical support is abysmal. The people on the phone rarely have an answer to anything beyond the most basic "how to" type questions. Escalated queries get forgotten about. Overall, I wouldn't even bother. Their sales staff offer a money-back guarantee, which is verbal and totally worthless. ]]> Sun, 15 Apr 2012 20:29:29 +0100 23-219 http://www.mspcomparison.com/component/content/article/908-rmm/23-labtech-software.html I'd second what Mark is saying.. I've read some reviews and had concerns about support while reviewing the product. I sort of ignored these as you obviously get competing firms bad-mouthing each other. Anyway, I've had an engineer evaluating Labtech and I've been pulled in a couple of times. The level of service from the sales guy we've been dealing with is like nothing I've ever experienced, i.e. cocky, bad-attitude, failing to come back when promised (a couple of times), dismissive, avoiding important functionality questions. This is the first time I've ever felt the need to comment about a company... I've never, ever seen this behaviour at a sales level. I wouldn't like to think what the support service is like. ]]> Wed, 04 Apr 2012 14:45:47 +0100 34-218 http://www.mspcomparison.com/component/content/article/917-psa/34-connectwise-msp.html Awful software. We have been using it for about a year now, and it takes more time to create and add time to a ticket than it does to actually work the ticket. It's called a cache, but apparently the CW developers are unaware of why a bloated quasi-browser front end is a bad idea. I'm sure there is some reporting on the back end that is useful for management, but as a tech that has to use it dozens of times a day - I hate it. I've honestly thought about writing my own front end. Every single step requires far too much complexity. Even entering time is cumbersome. I'm sure all the complexity adds up to some nice back office reporting and tracking - but from one of the grunts who has to use it all day, I can say look somewhere else. ]]> Wed, 21 Mar 2012 15:45:12 +0000