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 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 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 23-217 http://www.mspcomparison.com/component/content/article/908-rmm/23-labtech-software.html I am actively looking for an RMM solution. I've read many many reviews of LT. The way i read it is the product is on a whole deep and detailed but is flawed with poor support and promise after promise that this will be resolved. It seems (if you read the dates of posts complaining about the support problem) that the support issue is never resolved. Get this, (this is a joke I'm afraid) i talk to sales, i ask a bunch of questions - sales guy cant answer them so tells me he will set-up a conference call so we can go through my list of pre sales questions - we agree on a time for the LT techs and him to call me...... call never comes and yes my phone is/was working because i checked just in case ( now its far fetched my phone would suddenly go down but hey i decided to give the LT guys the benefit of the doubt - i had several people phone in to make sure all was well). So reading all these poor support issues that keep on coming and the fact sales cant be bothered to honour an agreement on a tech phone call.... I'll pass thanks. Does not mattter how much *potential* a product has, if it is not supported we will be in trouble sooner or later...why should i drop 20K to get poor service? Going to check out N-Able now Move on folks...nothing to see here....... ]]> Sat, 10 Mar 2012 10:56:00 +0000 23-216 http://www.mspcomparison.com/component/content/article/908-rmm/23-labtech-software.html Exec Summary: If you are an MSP, and want to improve capabilities, support customers more invisibly, speed up new client implementations (I just implemented a 80 seat client w/ the labtech agent doing most of the client side work), and reduce costs (toolset and labor), choose LabTech. We've been on 3 prior RMM vendor platforms before switching to labtech. We don't tool hop too much, but we've been and MSP for 12 years now. The 1st tool was new, I mean Indian New in 2002 when we hopped on as the 1st MSP they had as a client. It was growing pains x 10 to say the least. We integrated another product that was later bought out by Dell that could never live up to the promise or price tag (amazingly they still sell this dog, at a very high price tag). After 3 years, there were finally some real alternatives out there and we selected a expensive, but capable product that served us well for about 5 years. We noted LabTech at a trade show in 2010 and followed up on the product, test drove it, and pulled the trigger early last year. After having used 3 other RMM tools (actually 5, but 2 predated the rmm term) in production, and test driving at least 5 other major vendors I think I probably know more about RMM tools than most anyone, if for no other reason than most MSP's haven't been around long enough to suffer through 3 major RMM tool migrations. I mean, it is painful to change, so most avoid doing so. Onto the review: If i had to do it over again, we'd still go w/ LabTech, but I'd pay for their implementation team to do the install and deployment. I would also have gotten training earlier in the game than we did. LabTech does so much that it is hard to know where to start sometimes. The reason we changed was because of the vast capabilities. You don't really know how powerful it is w/ just a test drive in a test environment, you have to get it and use it supporting clients day in, day out. One of my employees is a Microsoft Scripting MVP, he can make this thing sing. If I had one gripe, it would be reporting. Now, the canned reports are fine, but the scoring methodology, depending on the report you use is, well, dopey. I'm actually on a support case now trying to figure out how to adjust things and get a more accurate summary of client statuses. That leads to discussing support. I've probably opened a dozen or so cases. Response is as expected, usually same day if I open a call soon enough. I have noted that support has improved over the 10 months we've been using labtech in production. So, kudos to their support team. There are growing pains to be sure, and LabTech is probably more bleeding edge that we'd like sometimes, but on the flip side, we see all sorts of capabilities that are just coming online w/ other rmm tools. It's worth the tradeoff. Other reviews talk about all sorts of errors, bugs, etc... Sure, we've even uncovered a few ourselves, but that is just RMM tools in general. None are perfect. My advice: Focus on what you need, then what you want. Oh, pricing: Very competitive. There are cheaper options, but so far, all the cheaper options are less capable. If you price shop the major rmm vendors, LabTech is actually towards the lower end of the scale. We have over 1000 machines managed by LabTech currently and will be buying more agents in the next month or two to handle additional customers. ]]> Fri, 09 Mar 2012 21:05:27 +0000 44-215 http://www.mspcomparison.com/component/content/article/908-rmm/44-nimsoft.html A highly customisable product which has many many flaws, We spent an extensive period attempting to implement and indeed have done so, however for the whole process we have been made to feel like beta testers working with constant elemtnary school 101 errors that need fixing. The product for the limited servers we had (less than 200) was costing circa £7k GBP per month so its not cheap and not good AVOID! ]]> Thu, 08 Mar 2012 16:09:31 +0000 22-214 http://www.mspcomparison.com/component/content/article/908-rmm/22-level-platforms.html Not sure where all of the positive comments come from, but I have found both the agentless and agent managed workplace offerings to be abysmal. Real poor at generating useful alerts and full of false alerts. After working with Zenith, Kaseya and Labtech, I can honestly say that this is not in the same league as thos products both in terms of reliability or functionality. ]]> Wed, 29 Feb 2012 22:24:57 +0000