PROMYS provides us with real-time visibility into project profitability, resource utilization and resource forecasting has allowed us to stay on top of current projects, both from a customer satisfaction and project profitability perspective, as well as better plan for future projects.

In another life I was a power user of one of the more heavily marketed PSA's, so I'm very familiar with that tool¿s capabilities. We did a very deep dive evaluating PROMYS compared to several other solutions. It was clear very early in the evaluation, that for a Cisco Gold partner our size, PROMYS was a far better fit than traditional PSA's. PROMYS is significantly stronger from a forecasting & planning perspective and provides far better visibility into mid-project profitability. Margin and profitability reporting are in a completely different class. PROMYS didn't just "win" our PSA evaluation, for a business our size, the traditional PSA's weren't even options any more.

We've recently signed on with ITimpulse after Cloud Services Depot suddenly stopped providing NOC services and transferred our account to another provider. Unfortunately that hand-off was badly managed and our own service to our clients suffered. We therefore quickly searched for a new provider and luckily found ITimpulse.

Since signing on with ITimpulse, we have seen a dramatic increase in our ability to provide services to our customers. ITimpulse's services are consistent and very reliable. They've handled all open tickets quickly and expertly processed all of our additional requests. They quickly integrated with our PSA, AutoTask and started processing tickets on Day 1. They are extremely flexible and work the way we want them to. ITimpulse is a pleasure to work with.

ITimpulse is a NOC services provider that delivers!

We are very happy with ITimpulse's services and look forward to a long and rewarding business relationship. I highly recommend ITimpulse to any MSP looking for a highly professional, flexible, and reliable NOC services provider.

(NAVERISK IS A COMPLETE MANAGEMENT IT PLATAFORM)

Nós, da itnX (www.itnx.com.br), acreditamos que, sem Naverisk, nunca poderíamos alcançar a qualidade da prestação de serviços como a que temos hoje.

Em um único console temos o total controle sobre nossos dispositivos gerenciados.

NAVERISK não é só a nossa ferramenta RMM, é também uma plataforma de recepção de serviço completo, onde nos também apoiamos solicitações do usuário.

NAVERISK também nos trouxe novas oportunidades para entrar em um mercado diferente no Brasil, podendo ofertar ao mercado a instalação no local para grandes departamentos de TI é um grande negócio.

A NAVERISK esta constantemente a melhorar a ferramenta e desenvolvimento de recursos com base em solicitações.

A nova versao 5.2 esta robusta e com funcionalidades excelentes.

Excelente suporte, muito rápido e eficiente.

Uma excelente opção para provedores de serviços de TI.

Para nos a parceria com a NAVERISK se tornou muito estrategrica por agragar muito valor a nossa empresa e a de nossos clientes.

Vamos avaliá-los com a nota 5, por termos certeza que e plataforma correta para nosso negocio.

The network migration workbook is an absolute must for any IT business. The book steps through every step of the process from sales, quoting, planning, user training, client communication, implementation through to completion. Every step of the process is covered in Karls now famous style. Even if you do not use the entire process cover to cover the there are some sections that can be used in any migration. Whether you have a standard process or not it still represents great value.

Awful product. Inflexible and poor reporting. Poor support. We've been using Connectwise for a few years now, fortunately our contract is coming to an end soon. No web-to-lead functionality, uploads contacts using Company as unique ID (instead of something more unique like a web address or email...so you get duplicate contacts), poor campaign and group management, no custom reporting, can't use custom fields...and the list goes on.

If you plan to use this product, you better be a guru in excel, that's the only way you'll get the information you want out of it.

I work for a smaller IT company that manages roughly 800 computers. I use the agent every day to connect into client workstations and computers. The connectivity is spotty at best.
We have put in numerous tickets with labtech addressing the speed of connection as well as the inability to connect to client’s computers half of the time. Luckily we have adapted by having a readily available gotoassist account. We had always had this as a backup solution but never had to use it that much until now.
When addressing the issues with the support team at labtech we were told that the agent “doesn’t play well with sonicwall” and that it was “normal for the redirector to take up to 5 minutes to connect to a client’s computer”. My clients don’t have that amount of time.
Some of our clients host websites off of our servers and have been contacting us regularly since the installation of labtech because their site will be down and their server inaccessible. We have logged in and found that the labtech agent was using either all of the ram or all of the cpu in many cases. Restarting the labtech agent would only fix the issue for about 30 minutes and restarting the server would fix it for about a week. We have had to uninstall the agent from hosting environments in order to keep our customers from moving elsewhere.
We had put an emergency ticket in to try to get this issue resolved. Labtech support tried to contact us once during non-business hours the next day and closed the ticket. Apparently they don’t care that their remote management software performs more like malware than a remote management solution.
I miss using Kaseya. It worked every time and didn’t cause any headaches. All of the techs that I work with now spend more time troubleshooting the remote management software than they do managing clients computers.

As an administrator, I really like Level Platforms. The monitoring is superb, especially on the Windows side, and the support is outstanding.

We went live on PROMYS a few weeks ago and find that the embedded quoting module in PROMYS is the glue that connects revenue and resource/margin forecasting with real-time visibility into mid-project cost against budget performance. It also provides RYCOM with the ability to cycle implementation lessons learned back into the quoting process. We've already started to see indications that this will allow us to quote more competitively, plan more proactively and that should allow us to consistently deliver on our margin targets for our projects.

Great experience so far.

I had to take a moment to express my gratitude with this software and their support. The implementation process has been very smooth within our company of over 2,000 users. Any issues that have come up and we couldn't figure out, there is usually a quick answer on the support page. But what tops it all off, is the customer support and their level of expertise. In the past I have just emailed them with some-what vague explanations of issues we've had. Almost always within the day they have emailed me back, and fixed the problem remotely, without even taking up my time!

I am very happy with this software, and hope that the relationship will continue for years down the road. I'm not the type of person to normally take the time out to write a good review, but they deserve it.

When I first started using LT, I was working for a small computer repair shop. We had been founded on a break/fix model for support. We attempted to transition into the MSP world by using Kaseya. As our experience with Kaseya grew, we soon realized that some of the features, options, and performance were lacking. We were further discouraged from it by the lack of response from support and painfully slow development of the product. After a number of recommendations from colleagues, we tried Labtech. I was put in charge of provisioning a new server for use with Labtech and transitioning away from Kaseya. With guidance from LT support, the install was straightforward and issue free. Over the next couple years, we signed on a few MSP clients and found the automation of maintenance tasks alone, were invaluable. In these “Early LT” years, my learning curve for LT was steep. Documentation for the product at this time was minimal and often outdated. Thankfully the support staff was not. They often guided me thru configurations, customizations, and best practice philosophies. If a solution was not immediately known for an issue, it was always persistently researched until the solution was found. Although we had built a solid MSP framework using LT, we were never able to fully transition to a pure MSP model for several unrelated reasons.
I am now the sole IT Manager for a local construction company with approximately 96 workstations and 4 servers under my administration. Almost half of the client machines are scattered around NY and PA at various job sites. Shortly after I was hired, It became quickly obvious to me, that keeping an accurate inventory, up-to date patching, remote support, and error alerting was going to be a near impossibility to do long hand (i.e. spreadsheets, Access databases, RDP). After looking at a number of RMM tools and Remote Access tool sets, I was able to convince my employers that Labtech would be an incredible asset and easily pay for itself in time savings for support alone. I contacted my old LT sales rep and was quickly setup with my own Web Hosted Ignite LT server. After having built and maintained my own LT server, I was very pleased to have a hosted solution (one less thing to worry about). I was excited to see all the new features of the LT Ignite product. Right from the start the framework of best practices, common management scripts, groups, schedules, templates, and alerts made start-up a breeze. Even though, I ended up disabling a number of its canned features, that didn’t pertain to my single company (client) scenario, it was much quicker than building the tools I do use from scratch. I would have loved to have had Ignite back in my MSP days. Each month I enjoy running a tech report just to see the time savings that LT has provided me in everyday maintenance. It continues to pay for itself, just by running maintenance alone. By automating these mundane tasks and having update to date client/server information, LT allows me to concentrate on developing and deploying technology to keep my company ahead of its competition.
As, my experience with LT continues to grow, I still able to rely on support to assist with customizations or questions I have regarding the product. I get to experience new feature sets and add-ons that get automatically applied to my cloud server by LT support when released. I regularly attend their free support webinars that I find helpful. Although I find my LT experience an unusual one, first as an employee of a repair facility migrating to a MSP, then as a Manager of a single group of workstations and servers, I have seen firsthand the value of owning/using such an RMM tool. I don’t believe there is a perfect RMM tool for everyone, but what sets LT apart from the others is they strive to be. Keep up the good work Labtech!

We have been using labtech for a couple of years now as a small MSP. We are only just beginning to scratch the surface of what it can do.

I had someone explain it that labtech was the framework you can build your system management around.

Now this causes some issues for some people because you need to do a lot of work to get everything up and running and working just like you would like. Even with Ignite there is still a reasonable amount of work that is required. I dont know how this compares to other RMM tools as I have only used Labtech (but looked at Kaseya and N-Able).

Instead of saying which areas labtech does well I just want to discuss the two areas which could be improved.

As can be seen there is sometimes issues with support. Probably like any company that has grown so rapidly. Generally they are pretty good and we have not had any major outages or issues. The online documentation/training/guides etc are okay but it can be difficult to find everything you want. They do have online forums etc but these do not seem to be as active as some others.

Labtech is very powerful. But just like driving an F1 car, you can not just jump in "know" the system. Its not particularly intuitive and the GUI is okay at best. But if you are a scripter, you like SQL, you like automation, then from what I have seen and talked to others, Labtech is the most powerful RMM tool by a long way.

You discuss with any MSP about the RMM tool they have/use and some will love whichever tool they have, others will hate it.

One thing you will not have much disagreement with is that Labtech has the most powerful scripting options available. There is almost nothing that it can not do from what I have seen.

It does take a lot of time and effort but for fully automated management of systems I would not look any further.

The main thing I would suggest to people is for them to look at scripting, what can be done etc, if they feel comfortable to learn how to script etc because I Think that is the biggest requirement for labtech to get the most out of it.

Having been a veteran of Kaseya, N-Able, GFI, Labtech (almost - extended trial but didn't sign) and Centrastage, I can say that Naverisk is a breath of fresh air. It contains all the necessary features you would expect from an RMM plus a few more you wouldn't expect. We don't use the service desk features as we have it integrated with Autotask (which works well).

The main factors that made us pick it were its speed of operation and the simplicity of its monitoring setup. Monitoring is very easy to apply yet also very granular at the same time.

Naverisk have been great to deal with as a company. Support has been excellent and it is great to deal with a smaller company that knows who you are and follow up on support issues rather than having to be pestered.

All round, a great product from a great company.

I love this product it just get's the job done. Malwarebytes combined with Vipre Antivirus has done us well.

Load time is very quick. I click on the desktop icon and I'm ready to start working. Don’t have to wait for the PC to load. I've used it from my home machine, airport kiosk, and iPad. And it's my desktop every time. Try doing that with your physical desktop.

USE: I am a small business (1 man shop) with small business clients

MSP's the world over have been hanging out for something like this. Highly recommended.

At the very onset the prices SOS charges its white label customers (VARS) is more than their own prices to end users on the website. SOS's VARS compete with SOS essentially. One sometimes wonders if VARS are a key revenue target not for the back up business they bring but for the mandatory fees that SOS charges them. SOS has now 700 VARs signed up and the minimum monthly payment alone is enough to sustain themselves. Pricing is low but that is because their model is to grow the VAR base as opposed to serious business building. My suggestion: never go with a provider who charges less on their website than they charge their channel, even with white label arrangements. Something about SOS does not seem right. From the folks leaving it to comments by their own team, the situation seems eerily uneasy. It is almost like they are trying phantom growth strategies. I would suggest looking elsewhere if you need white-labeled solutions for your clients. If you do not need white labeling, the options of much better companies are plentiful. Remember white label is not always a good thing with backups. Even small companies like the reliability of a big brand name on the backup contract. Its their precious data after all.

Great value for features

ITImpulse has been a great transition and a supreme partner in assisting our
team with NOC support. I would highly recommend ITImpulse. They are exactly
what our firm needed to to focus on sales and growth. I am confident that
they will be an asset to IT fit looking to grow *****!!!!=

Kimble is the best selling PSA tool on the Salesforce platform. It integrates seamlessly to Salesforce with the same look and feel. It also integrates with all the leading Finance packages (including Xero, MYOB, SAP, Microsoft, Sage, Quickbooks, AX and Oracle). This means you don't have to compromise on the choice of Finance Package and are also able to upgrade the package as you grow without the need to select a new PSA tool. With Kimble PSA this means that you have a complete path from lead in Salesforce to your Finance package without re-keying of data.

We have designed this service for MSPs that have trouble finding good talent at the right price. Our customer find great value in this service.

I have been with ITimpulse from the beginning and think I am one of their initial customers.
We used to use labtech with a lesser known ticketing system. We started by outsourcing out backup management and patch management only, as they were the most time consuming jobs for my company. We now outsource all our NOC tasks to them. They have really improved my Labtech and my on-site techs benefit greatly from these.

Over the last 2 years they have been consistent, reliable and have addressed my concerns promptly. They value my feedback and are thoroughly professional. We have a great relationship and have been able to take our business to the next level with a dependable NOC.

The setup is really quick and easy, you just need to deploy application on single server in the domain let it pick the servers from AD and monitoring starts. I love it because it is quick and easy and by using agentless technology it doesn't touch my servers. There are a lot reports provided, I will not use most of them but it is good to have them if I need them in future.

I would like to pretty much contribute by supporting all negative comments mentioned above. Their support is a horror story, and pretty much none existent. SOS is simply not available for their partners. I am still with them, but very active in search of an alternative. Anything good that I may want to mention is completely obscured by their lack of support, and ice cold shoulder.

Labtech is a very powerful tool. I've been able to automate the majority of my tasks saving hours of manual work. It's been great to watch the Labtech team improve everyday and I'm glad to have them as a partner. Support has always been quick, responsive, and informative.

I am an active user of SOS (coming up on my 1st year in April 2013). I'm backing up about 50 computers with a total of almost 5TB of data.

First things first. I'm truely disappointed in their channel program. While they claim to be at your side 100% for MSP, they really aren't. My "channel manager" was/has never been there for me. It would take 3-4 phone calls or 3-5 emails to get his attention. Maybe I was a low on the list for asking for some help for a small 50GB client. Nevertheless, 10GB or 1TB, they should be there for me when I need some help. Their "360 marketing" is nothing but pre-defined PDF files...canned stuff that you can just slap your logo on.

Let's talk about their software:
- NO native Exchange of SQL backup. They give you a license for the Storage Craft Shadow Protect software and you must do full bare metal backup. That's how you backup exchange with SOS. A full bare-metal backup.

You must configure the software manually - one by one. Their management console does not provide any such way to create backup sets and apply them across the board to computers. You have to touch each and every computer you want to backup. And installing is no joke. They don't have any GPO you can apply to install through AD. They offer no URL you can email to clients to download/install. You just get an exe or msi and you're on your own.

Their software does not run as a server, but rather just a scheduled task and you must provide user credentials if you want to backup and the user isn't logged in. I had huge problems w/this setup because half the time, the software wasn't accepting credentials and the backup would fail. My fix was to set the credentials by editing the scheduled task. Even their support didn't know this. Software is buggy too. I ran into many different issues. All well documented in my countless emails with support. The interface on the client software is very poor. It's featureless basically. It's easy to use, but it's just ugly and lack key features you'd want in a solid client application.

Their support. Very poor. They might be fast, but they are not all that knowledgeable. They love to tell you to go read some KB article instead of helping and solving problems. In less than a year with SOS, I have well over 200 emails back and forth with support. Some issues, I just gave up chasing for a solution. I've even had conversations with the CEO and after promises and promises from him - failed to deliver.

Backing your data. Imagine this: You have a 15GB PST file and another 5GB of random files you want to back up. Ok, 20GB takes a while on your first backup. That's expected. But how about your 50th or 75th backup and it's still doing full backups nightly? Whoa! Where is the delta checking? Where are my incrementals? Ohh...they don't exist! I get full backups night. No wait..I take that back. Let's say there are 5000 files I'm backing up. Well, it taking about 8-9 hours....but wait. My report says it only backed up 100 files. Wow...did we really need to check all 5000 files during backup? Can't figure out how to delta checking better? Archive bit? Who knows. My point is their backups take a long time, regardless of the # of the files. And forget about restore, unless you want to loose your sanity. Summary of restore: You must know the file name or extension. You must know the date of the backup you want to browse through. This is strange. Many other backups apps I've used give you searching along with an Windows Explore type look and feel. SOS just provides you with a search box. Makes it all the more difficult to find something you want to restore.

When I signed up with SOS, I though it would be a wonderful partnership. After about a month, I've felt nothing but the cold shoulder from them and truely let down as a partner. Their 12-month commitment is steep too. Their per GB prices are fair (lower than industry average), but hey...you get what you pay for. And I got nothing but a headache from them.

I can't wait to leave them when my contract expires.

I'm a big fan of ConnectWise and when I found out the same folks were running Labtech, I gladly ditched the huge investment we had in N-ABLE and jumped in head first without even looking to see if there was any water in the pool.
I feel pretty stupid now but ConnectWise is hands down the best decision and investment we ever made, so I trusted them without question.
Now we have the "My Office Bundle" with ConnectWise, Labtech and Quosal in the arsenal. To be fair, I will say that my 2 sales/marketing people really like quosal. However, this Labtech thing is a disaster because of the support and really bad customer service.
I tried to set aside some frustration and yes, some anger too, when giving stars in the ratings. However, I can honestly say that the one star I gave to support was only because this venue will not allow me to give zero stars. I would almost rather deal with Verizon then Labtech support.
At this point, I would like to add that I am happy with my account rep. He seems to genuinely care and try to help but I can tell that he is frustrated by Labtech support as well.
We are sitting here trying to figure out how we can keep the monitoring commitments we have made to our clients when our monitoring platform has been down for a week. A WEEK! I realize now that I have stupidly put all my eggs in one basket and these guys pretty much own me so they can do whatever they want; we have no choice right now but to take it.
I'm going to give one more example of how things work at Labtech: When a support ticket is closed (even if the issue hasn't been resolved), you are sent an invitation to complete an online survey about the experience. At the end of the survey there is a note from "Bill MacDonald, Manager, Global client Services", that says: "If you have any specific questions, concerns, or simply would like to discuss your experience, please feel free to contact me anytime". His signature panel goes on to list "Direct: 813-397-4536" which is a disconnected number! If you call the main number, you will have to leave a message but don't bother, because he doesn't return his phone calls.
What I'm trying to say is don't make the same mistake we did. Stay away from Labtech, far away!

We are a small service company who provide niche content and software development.

The EzPSA Service Desk and Time Tracking have proved invaluable for our day to day operations. Jobs and requests cannot be "lost", and all team members have visibility as to tickets are at.

The support from EzPSA is fantastic! Very prompt and responsive to logged calls and suggestions.

We have even had some custom software developed that uses EzPSA APIs to provide a bespoke application to our clients.

We plan to roll out the Client Portal shortly - so looking forward to the efficiency gains of clients logging their own tickets in the Service Desk! :-)

EzPSA is great web based business management system! Thanks so much team!

LabTech is a great tool. The primary limitation is on our end. It can do so much that it takes a while to build up the familiarity and expertise within your staff to make it as useful as it has the potential to be as an RMM tool.

Scorpion Software's AuthAnvil products are the best way to add those much needed extra layers of security to your networks. Originally we began to use them on SMB customers, but now we are finding that they are scaling with our own growth (from both a people and infrastructure perspective). The support is top notch, always knowledgeable and helpful, and is backed up by a wide array of up-to-date documentation. The pricing model allows for implementation at even the smallest of customers, and also allows for bundling with managed services agreements. The software is flexible in that you can deploy it how you like - host everything in the cloud, or deploy on premise. Integration with Office 365 is a major plus, and allows us to remain secure even when accessing cloud services. For two factor protection and single sign on functionality, I can't imagine using anything else.

I have been working with Richard for 2 months now and in the time I've known him the advice and support he has provided to our business has been first rate.

Richard has a wealth of knowledge in the IT industry and a huge amount of contacts that he's only too happy to introduce you to in order to take your business forward. His advice in running a business is invaluable as it comes from someone who's 'Been there and done it'.

Richard is a very personable and helpful and I can recommend his services to anyone wanting to grow their IT business further.

As a business decision maker who is charged with protecting sensitive data, Authanvil products allows me to balance the needs to secure with the flexibility of providing two factor authentication in a package that users embrace and accept. Their support team is top rate and follow up quickly and accurately. The price of the two factor product is quite reasonably priced for the SMB market. For MSPs that have to handle multiple servers and assure their clients of security, their MSP solution allows the MSP to handle turnover of techs without having to reset passwords all over the place.
Bottom line, good value, great product, great security solution. This review from a satisfied, paying customer.

Richard’s knowledge of the industry and the people that work in it is exceptional. This breadth of knowledge is invaluable to anyone wanting to grow their IT managed services business particularly when you reach one of those ‘brick walls’ which inevitable appear during any small business’ development.

Richard is held in very high regard by all the major players in the IT managed services industry and using his extensive network of contacts he can help your business open up new opportunity and grow.

If you are looking for assistance in growing or improving your managed services business I can thoroughly recommend Richard’s services.

I have known Richard for the past 4 years and in that time have worked with him closely on a number of occasions. another review has grabbed the best description for Richard already - he's 'been there, done that', whether it is providing IT support and managed services or taking the stage at conferences and events to impart his experiences to the IT industry.

Knowing him so well, it was an even more pleasant surprise when I employed his services as a consultant and found him to also be an incredibly useful resource for discussing how I manage and organise my IT support business.

Knows his IT stuff, knows his IT industry and knows my kind of business. I can only wholeheartedly recommend his services!

Great product and growing in its scope all the time. Now monitors PC's AV status, Windows Update status and much more. Been using this from the start of my MSP days and never wanted to change. Great product

Richard is the sort of person that every business needs, regardless of it being an IT company or not. What you need is someone that can offer a sounding board for your ideas, someone who has many years of experience 'at the sharp end' and someone that is able to provide motivation to you when times might be tough. Richard offers these skills is spades

Working with Richard over the past 12 months has provided me with a new outlook on how I can, and should, improve my business while using many of the ideas he implemented so well in previous businesses to give me a small competitive advantage. All together these changes bring a huge benefit to me personally and the business as a whole

Naverisk is great for Startups and small consultants to build their company.

We are an SMB focused MSP based in Canada and we have been using Naverisk for over a year now as our RMM solution. We were looking for a on-premise installation, and most only offer SaaS service. This was one of the main reasons for Naverisk partnership. This allowed us to reduce the overall cost, and allows us to manage the data in-house.

The partnership is real, support is responsive and we get a personalized service. The time different between Canada and Naverisk support has never affected or caused any delays for our company, clients, or support.

We have just loaded the V5.2 public beta release. WOW! This is quality software. The Remote Control has been hugely improved and we can now offer our clients a branded web portal they can login to manage their support jobs and tickets.

If you are looking for software to run your IT business Naverisk should be at the top of your list. There is a lot more on offer here than just a RMM solution, the platform includes easy use service desk, time tracking and billing capabilities.

Key factors for us:

* Systray Icon that allows direct communication, screen shots, and brand-able.
* Customer Portal
* On-premise installation
* Overall cost

First I have to say initially the product was something I desired, love the total control of the entire solution.
As a single guy shop desiring a solution that will do what it preaches this solution is full of frustration as the tickets from ignite come in with no light at the end of the tunnel. 400 plus tickets/emails a day is worthless.

IMHO No solution should make the administrator numb to alerts. This product surly does this well.
Ignite is quoted to only be enabled one company at a time so that you can fix the tickets that come in, Im sorry but even that didn't help.

Further support on this matter is also worthless, they have continued to ignore my requests to help trim the fat.
Super frustrated with this solution.

We've been quite pleased with LabTech as our RMM tool. It does have a rather steep learning curve, which I found out once I was assigned the task of managing LT for our clients, but as long as you have the resources to throw at getting it running how you like then you will get to where you want to get with LabTech. It's a very deep system, so it's to be expected that it's going to take some time to get familiar with it. Once you get the hang of moving your way around the control panel and configuring the monitors and various other modules of LT it gets quite easy to work with and allows for tons of custom scripting and automation. The integration with Connectwise has been for the most part seamless, and the Ignite pack that was available with the 2012 release gave me a good start on getting our automation and monitoring up and running quickly.

My experience with their support has been very good, especially as of late. The engineers that I have worked with have been knowledgable and extremely helpful, going above and beyond my expectations with many of my service requests. I recently had some questions regarding patch management, and the engineer that I worked with took quite a bit of extra time to help me with not only the specific questions that I had, but also provided best practice information and walked me through the setup for alot of other scenarios that I hadn't even thought of. Response times for service requests has also been consistent, with a 1 or 2 day resolution being pretty normal.

Again, we have been very happy with LT thus far, and in our observations we've seen the company striving to make the product better all the time.

Getting Stuart Crawford on your team is the right choice. Stuart has a deep understanding on how to play a part in the success of any MSP. His skills at marketing, promoting specifically to today's modern MSP's is second to none. I would refer Stuart and his team any day.

The one thing I like is that we can interact with the database to make queries, import our own data and even customize some of the functionalities. There is much to be desired. All the modules are set up in sort of an ad-hoc fashion. There are several forms of security and to achieve the security you want means taking away much of the choices and functionailities to achieve any security at all. It is very complicated to achieve desired results for items such as no upgrades for older versions of IE. Simple features such as spreading out the execution of the same script over a larger time frame had to be done by us since LabTech Support had no idea on how to do this. We have been telling their support that their network probe does not work for 2 years and they have finally started taking this seriously as we had to demonstrate this to them with our own equipment and allow them to practice on our equipment to diagnose. Many requests that fall into the support guidelines are immediately sent back ans Out of Scope for support. One example is a general information request. We had to customize our own virus scan definitions for a major antivirus application. When we provided them with the definitions that would work, they changed them and now they do not work. We are stuck with deleting theirs and re-installing ours every time we do an update. Another major anti-virus that they have been supporting with definitions, they refuse to continue to support with their new version. Their are some individuals in support that do a good job and help us promptly, however the management of their support and support philosophy seems seriously flawed.

We have been using LabTech for a few months now. So far, we have been very impressed with the increased functionality of this product compared to our last RMM. It has allowed us to manage many facets of our clients' systems that we were previously unable to. However, our experience with training and support has been severely underpar.

We spent the first hours in our training block walking through very scripted sessions. Anything that one would learn in these sessions could be self-taught or viewed in the online videos and documentation. Anytime we tried to drill down to specific configurations we would like to implement for a client, the training representative engaged in dodgy conversation until they could return to their script. Most of the time the sessions ended in several questions that the representative would "get back to us" on. This promise was rarely fulfilled.

We quickly realized we were wasting our training block on these sessions and switched to consultation. We were promised that these sessions would tailor to our specific needs and our list of questions would be answered. However, the consultation sessions were handled in the exact same way as the general training sessions. Our specific questions were answered vaguely or with a "I'll have to check on that for you."

Seeking support has also proved a futile endeavor. On several occasions we had already figured out the solution before we had any response that was moving us in the right direction. It is unfortunate that contacting support is viewed as a last resort in our organization.

As a small managed service provider we rely on our RMM to help us configure our monitors and support us with haste whenever we have issues. We simply do not have the time to run our business and essentially invent our own RMM tool.

That being said, the more we learn about the product the more we are satisfied with its capabilities. We just wish LabTech had been more helpful with configuration, support, and maintaining the SLAs we promised to our clients while using our previous RMM tool.

We have been with Level Platforms for almost two years. In the past we have used other RMM tools. Since Level is agentless, we are able to install it on site and see everything attached to the network within minutes. There are also agents available for laptops and other units that are off site as well. Before Level our initial discovery process was much more time consuming and costly.
Level has been releasing three major updates per year, each with many new features. Such as, mobile device management, print services management and enhanced remote control services. In addition they have NOC and helpdesk services available with techs located in North America.
We currently manage 600 endpoints with the product and are very happy. Level makes us money.

We have used LabTech since late 2010 in various states. Before ConnectWise got involved they were okay, with a decent little product that could have been a good fate sealer for Kaseya.

However.... Sales figures meant the world, well above and beyond the support infrastructure and rather than managing by capacity, management simply opened the flood gates and swamped their support teams. Panic set in around late 2011 and the management team filled the holes with poorly skilled support staff who can just about string together a subject for a ticket (expect no more than this when you call in, no matter how urgent the problem is).

The 2012 product itself must be providing the debuggers a time of their life. The code is shoddy, framework design terrible and UML must be a new name for a burger and CMMI a side dish in Tampa because these guys seem to have followed absolutely no standard at all. If you find a bug, be ready for an onslaught of design feature, you need to get training, hey have a consulting day and a million other excuses before you either become totally ignored, or the problem disappears into QA for six months (your ticket goes with the problem too, so do not expect to be able to retrieve or comment on it).

This brings me on to the ticketing, which is where ConnectWise should be utterly ashamed of themselves! It seems as though somebody walked into the LabTech offices, turned a server on, installed ConnectWise out of the box and walked back out again. Workflow setup is diabolical and the connectors still to this day have not been setup correctly. Staff have not been trained how to use ConnectWise and the support staff seem to be in a complete spin on how to work with the ticketing. Prey that LabTech do not contact you on a Friday (okay prey that they actually contact you in the first place), or your ticket will auto close over the weekend and…. firstly somebody forgot to click the checkbox to reopen a ticket, and now workflow is missing again as you will never hear from them. Portal based tickets are limited as they hide most departments, thus the QA disappearing ticket black hole etc.

If you scream and shout enough, you may get to speak with management too! These guys sound like they are holding onto the stern of a sinking ship and morale certainly does sound low. They all seem to have been programmed with a standard set of excuses, but in some way they all admit to having grown too fast and lacking infrastructure to support their product. They even try to bring together a team to resolve the problem, but this soon fades away unless you chase like a Doberman, and eventually the management begin the usual process of ignoring with their heads buried firmly in the sand.

Moving on from there, ignite is fantastic, no really it is! It is fantastic because in the utter panic to release it, they forgot a few things.

1) Debugging code is rather important.
2) Documenting the application is quite a good idea if you want a client base to understand and use your product to its full potential.
3) Teach your support and customer services teams the product before you release it.

So, if you are one of the unlucky ones who took on 2012, I feel for you. If you are one of those who then took on Ignite, you have my deepest sympathy!

I could go on about this for weeks to be honest, but I can provide you with one comment to make you think before you commit. On speaking to a very high end consultant @ LabTech, he not only was unsure of many of the features of 2012, but also made a comment stating "2012 was released way too soon".

Personally, I believe that LabTech will be a good product by 2015, but I also have the feeling that 2012 will be a product they will not admit to.

We've been with Connectwise for several years now and there are many things that make this the tool invaluable for our organization. Integration is a key piece of our business puzzle and ConnectWise has that in spades. Almost all of our key vendors have hooks into the CW system and the open API allows us to do even more should we choose to go that route in the future. Automation and workflows are also something we rely on heavily within CW.

Not to make it sound like we're Kool-Aid drinkers, there are also some things that could be better. We use a 3rd party reporting tool to send out reports to our clients. Also support can sometimes be tricky to deal with. The online chat has been a huge plus and they are available after hours and weekends which is perfect for me because that's typically when I have time to make requests. When the chat support can't answer the questions, that's when things can sometimes go into a black hole but that is rare and email support typically takes a lot longer to get a response from.

Everyone I have ever come in contact with at CW seems to genuinely care and IT Nation (the annual conference) is second to none in the industry. CW has been, is and will continue to be one of our key partners and overall we have been very satisfied with our decision to use them as our PSA tool.

We have been following LabTech for several years, since I first met Matt and his team at SMB Nation.
I have been very impressed with their product and leadership team, and when my contract with my previous RMM tool expired, we jumped into LabTech and have been using it for going on 3 years.

Sure, there were some growing pains; but I would say very worth the effort. With the implementation of any platform there will be start-up issues. I remember the term "drinking from a firehose" when we first installed our previous tool. The beauty with LT in this regard was that during on-boarding LT will identify the Server Roles and install only the proper monitors, thus reducing "noise."

Like Chess or Backgammon, mastering the basics is pretty straight-forward; but you will continue to learn better ways of doing things, scripting, searching, etc. The depth and breadth of this product is what encouraged us to migrate. If you are simply looking for a monitoring tool that will allow for remote access, LabTech can deliver that; but in my mind it is the BEST RMM for managing my clients. We have developed many scripts and with the integration with ConnectWise, we are able to automatically remediate many issues and still create time entries to show our clients the value that we deliver to them. In fact, my automated NOC user generates 600+ hours per week of value to our clients - that is the equivalent of 15 FTE.

During the days of rapid growth, from 7 to 150 employees, we did experience some delays in getting response from support. Today their response times have been reduced dramatically. With the introduction of the Chat feature, many times I can get my questions answered real-time.

If you are looking for an RMM tool that is tightly integrated with ConnectWise, that allows you to work on a client computer "behind-the-scenes" without having to interrupt the user, that allows you to script common tasks and even some that are very complex, that provides quality reports and is cost-effective, then LabTech should get your thoughtful consideration.

LabTech is solid. There is a bit of a learning curve, but honestly, that is to be expected by an application that allows you to get so incredibly granular in your customizations. The out-of-the-box setup allows you to use the default settings but expect to make changes if you want to maximize its capabilities to your environment. Setting up customers is fairly easy and the general mundane tasks are not an issue (RDP, VNC Eventlog views, etc.) once the agent is loaded on a station. The real power and learning curve comes in w/ monitoring, alerts, reports, Dataviews, scripts, scheduling, etc. This is the real value and separator of LabTech from my standpoint. It should be noted this RMM was written by techs for techs so if you are looking for a user-friendly environment you probably won't find it here. This is the Cisco of RMM (and who complains about how complicated Cisco can be. As a tech you just learn it, certify in it, and become an expert. It's just accepted that with complexity there's a learning curve.).

Tech support has been solid for me in the format I have used it. Most of my issues can be answered thru email and they get back to me within 24/48 hours. I have not had any problems that have needed any response quicker than that. Additionally, I have setup training time slots with my pre-determined questions and that has proven rather useful. Their techs have been thorough and well-informed.

Most of our clients (greater than 90%) have a Microsoft infrastructure. It is clear LabTech is catered to that environment. They do a solid job of BDR management and SNMP traps from printer manufacturers and Router/switch devices. All in all if you can accept that this is NOT the Microsoft of RMM but more like the Cisco of RMM then you will be on your way to mastering an extremely solid RMM tool. For your T&M clients you can show the value of your service and justify why it makes sense to move to a service agreement. For your clients already w/ a service agreement the reports allow you to justify your value month over month, and thanks to Microsoft always breaking things you will always have the work available to you.

My only request is that they make more of a commitment to properly accommodating the other platforms i.e. Macs and Linux. I'm still learning the application but am satisfied with where I am and its potential once I have it fully customized for our environment.

Just came back from the Client Advisory Group meeting in Dallas, Texas. We have been using the Servoyant platform for about 2 years, after switching from another very well known platform that we had used for over 3 years.

Servoyant may be the best kept RMM secret on the market! Servoyant comes at an excellent price and is full of features and benefits and will increase your productivity and efficiency. Servoyant is easy to deploy, and has 3 deployment methods to choose from, including pushing agents onto discovered machines.

Setup is configured out of the box. It natively runs an incredible number of tests against agents, and is by far the best automation platform we have every reviewed or used. Every single test can be mass customized and fine tuned to meet your specific needs. Servoyant is a powerful tool that lets easily and quickly setup standard configurations to be deployed against different customer groups or against all groups.

Servoyant is a 'right sized' emerging SMB developer with a great product and a great development team. They are big enough to get the job done, and done right, but small enough that you can build a relationship with key players, if you choose to do so.

At the CAG meeting 2 weeks ago, Servoyant continued to slam home the concept that its customers are valued and that the development team is highly engaged and interested in blending the needs of their customers into their new product design.

I highly recommend that you check out this platform before making a final purchasing decision.