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Hi Mark, I am glad that you like the power of product. I am sorry you had an issue with sales making an appointment. It is never our intention to not meet expectations. If you want to talk about your experience, send me an email matt@labtechsoft.com with your phone number and we can discuss. The way I read your post, I don't see that you used our support and rated and commented based on what others said. So I am curious if you ever interacted with support and what your experience is. Any details will help us improve our business. - Matt, CEO LabTech Software
i have used CSD for 2+ years for both help desk and hosted kaseya. my experience has been vastly different than posted above. services always work (espeically kaseya) and i never had a telco problem at the help desk.
the setup of the help desk is a little tricky so maybe the user above had issues. it took a couple of calls to my accoutn manager to get our account up and running.
the setup of the help desk is a little tricky so maybe the user above had issues. it took a couple of calls to my accoutn manager to get our account up and running.
Gordon,
When you contacted us back in November - I reached out to you no less than 4 times to help resolve or at least discuss your issue. You ignored me each time. You also never logged any tickets with Support in regards to your issues. I even offered to meet up with you in person over the xmas holidays to discuss - out of my own time - and you didn't reply.
We can help you if you ignore us. We have the best Support team in the business. I'm sorry if Managed Workplace didn't work for you and wish you nothing but success with your Managed Services offering.
When you contacted us back in November - I reached out to you no less than 4 times to help resolve or at least discuss your issue. You ignored me each time. You also never logged any tickets with Support in regards to your issues. I even offered to meet up with you in person over the xmas holidays to discuss - out of my own time - and you didn't reply.
We can help you if you ignore us. We have the best Support team in the business. I'm sorry if Managed Workplace didn't work for you and wish you nothing but success with your Managed Services offering.
Hi Jon,
Thanks so much for your review. Our tech support hours via phone have recently been extended to 8AM - 12AM (midnight) EST. If you have any more suggestions, we love to hear from our partners.
Best,
Taylor Leas
Marketing Assistant
Thanks so much for your review. Our tech support hours via phone have recently been extended to 8AM - 12AM (midnight) EST. If you have any more suggestions, we love to hear from our partners.
Best,
Taylor Leas
Marketing Assistant
Hi Luke,
hank you for you feedback on our product and for voicing your concerns about support. Trust me when I say we are always working hard to make support world class. In the last 4 quarters, our ticket volumes have gone from 800 a month to 3200. At the same time, our satisfaction rate on tickets have increased from 66% to 92% and our support department has grown to 40 professionals. While I feel our efforts have massively improved our support despite incredible growth, I realize perception is reality and we are always working to improve.
Recently we have implemented Atlas in our support department. Essentially we utilize an ITIL structure for all of our inquiries, escalations, and communication of change processes. This begins at the development level all the way down to Support and their outlying counterparts. Information is shared within each department, so the learning and change process is both standardized and unified across the organization. The ATLAS program will be published in the coming weeks with our LT Support Portal as well.
We are also going to be adding certification levels that can allow experienced LabTech professionals to automatically escalate past level one.
And Luke, like always, you can escalate to some of the people you met early on at LabTech (Greg or I). We are still here slaving away and working to improve our product and support. I know we have emailed before, but my email is matt@labtechsoft.com. Thanks for being a partner and working with us as you have issues with support. Your feedback is critical in making our business better.
Thanks,
Matt
CEO, LabTech Software
hank you for you feedback on our product and for voicing your concerns about support. Trust me when I say we are always working hard to make support world class. In the last 4 quarters, our ticket volumes have gone from 800 a month to 3200. At the same time, our satisfaction rate on tickets have increased from 66% to 92% and our support department has grown to 40 professionals. While I feel our efforts have massively improved our support despite incredible growth, I realize perception is reality and we are always working to improve.
Recently we have implemented Atlas in our support department. Essentially we utilize an ITIL structure for all of our inquiries, escalations, and communication of change processes. This begins at the development level all the way down to Support and their outlying counterparts. Information is shared within each department, so the learning and change process is both standardized and unified across the organization. The ATLAS program will be published in the coming weeks with our LT Support Portal as well.
We are also going to be adding certification levels that can allow experienced LabTech professionals to automatically escalate past level one.
And Luke, like always, you can escalate to some of the people you met early on at LabTech (Greg or I). We are still here slaving away and working to improve our product and support. I know we have emailed before, but my email is matt@labtechsoft.com. Thanks for being a partner and working with us as you have issues with support. Your feedback is critical in making our business better.
Thanks,
Matt
CEO, LabTech Software
Labtech is a pretty amazing product - but the support is worse than horrible.
I can honestly say that 100.0 % of the tickets that I have submitted in the last year have not been answered in the first submission. What usually happens is one of a couple of scenarios: either the ticket is ignored totally requiring me to open multiple tickets for the same issue or the ticket is closed without a solution. I can’t tell you how frustrating it is to have to BEG for support. My favorite is that they will direct you to their forums for support … and then close the ticket… or offer you a solution that you have already tried and you told them that you tried this in excruciating detail in the ticket… they don’t read the ticket and are utterly unhelpful until you scream at them and actually get someone on the phone. This usually takes about a week or so… if at all.
Why am I paying for support then?
We just went through the upgrade from 2011.1 to 2011.2 and had some pretty heavy issues and errors. We now see approximately once per day that every monitored device will go into an error state for a few minutes and then report in again as being back online. Let me tell you that that will get your attention. The other thing that we see is that the agent will just shut down for no apparent reason. This will cause a server-down alert and also block your access to the server unless you have an alternative path for management.
I have to say that the vision of this product is pretty spectacular – but it isn’t ready for primetime just yet. I have reached out to LabTech many many times and I get the canned response that we have just added (fill in the blank here) resources and we are getting better blah blah blah… the truth is that they will not support you without your persistent chasing and hounding them for a solution.
If you are fluent in SQL and scripting you may be able to survive without the support – in which case I would say go for it. But if you are like the rest of us slobs trying to be a solution provider to customers in the SMB space and you don’t have a staff of 20 people you may want to look at some of the other solutions out there.
The RMM space has expanded substantially in the last couple of years, and while no tool will be all things to all folks, I would strongly recommend that you take a long hard look at the support that is available behind the product and not just the feature list of the product.
I can say that I have partnered with several MSPs and we all use LabTech and we are all experiencing the same issues – we are begging LabTech to step up and support the product. Stop giving us hollow promises that you will do better in the future. Lost the cocky attitude and answer our phone calls. Stop adding features to the feature list and start supporting the product that you have today.
I can honestly say that 100.0 % of the tickets that I have submitted in the last year have not been answered in the first submission. What usually happens is one of a couple of scenarios: either the ticket is ignored totally requiring me to open multiple tickets for the same issue or the ticket is closed without a solution. I can’t tell you how frustrating it is to have to BEG for support. My favorite is that they will direct you to their forums for support … and then close the ticket… or offer you a solution that you have already tried and you told them that you tried this in excruciating detail in the ticket… they don’t read the ticket and are utterly unhelpful until you scream at them and actually get someone on the phone. This usually takes about a week or so… if at all.
Why am I paying for support then?
We just went through the upgrade from 2011.1 to 2011.2 and had some pretty heavy issues and errors. We now see approximately once per day that every monitored device will go into an error state for a few minutes and then report in again as being back online. Let me tell you that that will get your attention. The other thing that we see is that the agent will just shut down for no apparent reason. This will cause a server-down alert and also block your access to the server unless you have an alternative path for management.
I have to say that the vision of this product is pretty spectacular – but it isn’t ready for primetime just yet. I have reached out to LabTech many many times and I get the canned response that we have just added (fill in the blank here) resources and we are getting better blah blah blah… the truth is that they will not support you without your persistent chasing and hounding them for a solution.
If you are fluent in SQL and scripting you may be able to survive without the support – in which case I would say go for it. But if you are like the rest of us slobs trying to be a solution provider to customers in the SMB space and you don’t have a staff of 20 people you may want to look at some of the other solutions out there.
The RMM space has expanded substantially in the last couple of years, and while no tool will be all things to all folks, I would strongly recommend that you take a long hard look at the support that is available behind the product and not just the feature list of the product.
I can say that I have partnered with several MSPs and we all use LabTech and we are all experiencing the same issues – we are begging LabTech to step up and support the product. Stop giving us hollow promises that you will do better in the future. Lost the cocky attitude and answer our phone calls. Stop adding features to the feature list and start supporting the product that you have today.
Im using handsfree networks software, I have my pc well maintained by the software, You just can't understand a software by just seeing it, You need to learn how to use it. well i was able to get most of them from the handsfree website, may be you dint knew it, here use the following link for reference http://handsfreenetworks.com/managed-service-software-resources/managed-service-library
Hi Craig, Have you used our support the last few months? We grew very rapidly over the last year, but we have a firm handle on support now. Our support satisfaction was low around the time you wrote this review, but month over month we have raised it from 60% to 95% satisfaction. We appreciate any feedback on your updates comment as we are always trying to make the update process better. Post here if you have any updates since your march post. Im looking for feedback on our latest release. I am a little surprised about your customization rating as I consider it a strength of LabTech. Thanks, Matt
Hi Cohen,
Sorry to hear support has not always been what you needed. I guess we have been a victim of our own success over the years and it can be hard to catch up sometimes, not that that is an excuse of course. Quite simply we want our support to be the best in the industry.
We have invested a huge amount in our support in the last 12 months, including setting up 2 new dedicated support centers one in Auckland and the other in Dublin. They are getting up to speed on what is a huge product to support and we are seeing a real impact in the responses we are getting from customers about our support, that it is much easier to get hold of us, and that the support they receive is very good (we conduct regular surveys to see how we are getting on).
If you need any further input please feel free to PM me.
Sorry to hear support has not always been what you needed. I guess we have been a victim of our own success over the years and it can be hard to catch up sometimes, not that that is an excuse of course. Quite simply we want our support to be the best in the industry.
We have invested a huge amount in our support in the last 12 months, including setting up 2 new dedicated support centers one in Auckland and the other in Dublin. They are getting up to speed on what is a huge product to support and we are seeing a real impact in the responses we are getting from customers about our support, that it is much easier to get hold of us, and that the support they receive is very good (we conduct regular surveys to see how we are getting on).
If you need any further input please feel free to PM me.
Hi Todd,
I work for Kaseya in the UK, and I am sorry to hear you feel we are out of touch with the MSP market. I was an MSP before I got involved in Kaseya in the UK about 8 years ago, and the MSP market has been my main focus over those 8 years. I get involved in every way I can in the MSP market, including attending and speaking at events, running events. But most importantly I speak to MSP's every day that are using our product to deliver Managed Services.
Of course over the years our single product has gotten bigger and bigger and bigger, and therefore more expensive. This did leave us with a bit of a 'gap' for a while where many smaller MSP's didn't need everything that Kaseya did, but there was only one product sold one way. I can happily report that that's no longer the case, and there are various versions of Kaseya to fit every size and type of MSP and at every different budget level. Lets find out if we can get you onto the right product for you and get you the value your business needs out of the tool. Please PM me and I'd be happy to help.
I work for Kaseya in the UK, and I am sorry to hear you feel we are out of touch with the MSP market. I was an MSP before I got involved in Kaseya in the UK about 8 years ago, and the MSP market has been my main focus over those 8 years. I get involved in every way I can in the MSP market, including attending and speaking at events, running events. But most importantly I speak to MSP's every day that are using our product to deliver Managed Services.
Of course over the years our single product has gotten bigger and bigger and bigger, and therefore more expensive. This did leave us with a bit of a 'gap' for a while where many smaller MSP's didn't need everything that Kaseya did, but there was only one product sold one way. I can happily report that that's no longer the case, and there are various versions of Kaseya to fit every size and type of MSP and at every different budget level. Lets find out if we can get you onto the right product for you and get you the value your business needs out of the tool. Please PM me and I'd be happy to help.
Labtech is an emerging force and while it offers a comprehensive package I feel like the design and infrastructure of the product is still in a very "young" stage. I agree with Eric, the product needs many more hours of research and development before it should be considered to be implemented. I am generally impressed with the features of Labtech; however, some of the most important aspects could use a performance boost. For example, when connecting to a computer for a support session, it can take up to a minute for the VNC connection to go through (before you can actually remote control the PC). That’s basically a minute of wasted time before you're even at the CTRL+ALT+DEL screen, which is extremely frustrating, not to mention the client's frustration on playing the waiting game. This isnt occasional, this is most of the time. Money wasted. Another problem is the quality of the integrated VNC remote control software. Sure you can tweak the settings like "poll full screen mode", etc. but it still severely lacks quality and speed when compared to logmein. These are some features that should not have been overlooked so easily. Occasionally we've had some minor problems with the interworkings of Labtech and during the troubleshooting routine it was difficult to get through and actually contact support. As someone else said, Labtech support can be a black hole.
Thanks for the update Kev! eFolder having BDR definately puts you in the running with the "big boys". I caught up with your sales team in Charlotte at MSPU boot camp and still think you have some of the best people working for you.
Thanks Mark for the review! We actually quietly launched our own BDR product late last year at a nice price point, and now it's in full production (we have several hundred terabytes of BDR-specific data backed up already). We invite prospective partners to compare to see if we're a fit for their customers with aging BDR devices.
Our goal is to provide a single solution for both bare-metal on-site/off-site server/desktop backup/continuity/recovery, as well as file-level protection for NAS devices and laptops. Hot off the presses is our new feature BDR-to-BDR replication, which we've had high demand for from distant international markets where local bandwidth is so much less expensive.
Best, Kevin [full disclosure: I'm the CEO of eFolder]
Our goal is to provide a single solution for both bare-metal on-site/off-site server/desktop backup/continuity/recovery, as well as file-level protection for NAS devices and laptops. Hot off the presses is our new feature BDR-to-BDR replication, which we've had high demand for from distant international markets where local bandwidth is so much less expensive.
Best, Kevin [full disclosure: I'm the CEO of eFolder]
After using the product for around 8 months do you still like it? how has it worked out for you? Would you still recommend it? how many users do you have?
thanks for any and all help,
Glenn
thanks for any and all help,
Glenn
David, thanks for your review and your feedback. I've updated the information on the listing. Thanks again!
Derrick, incredibly useful review! Thanks for stopping by - be sure to RT your review from @MSPcomparison!
Just to add to this, it was actually when we upgraded the system the import shows the same dates :(
Dear Partner, Whilst we appreciate your comments we would like to know and learn from your experiences. At LabTech we work very hard to ensure we deliver consistent good support and advice, when we hear about cases like this we need to do a root cause analysis and right any wrongs. This is how we become a better company and we stand behind our product, we always make ourselves available right up to the CEO level and are always willing to hear from any partner who is experiencing difficulty in getting the solution to work for them. I would therefore ask that you contact either myself or one of the other contacts below to discuss any difficulties you have experienced, it is our goal to deliver world class support for the product which is available Midnight on Sunday through to 8PM on Friday (EST).
My Contact Details are:
Mr John Walker
Director of Worldwide Operations
Cell: 419 779 3844
DDI: 813 397 4610
jwalker@labtechsoftware.com
Mr Adam Slutskin
VP Sales
Cell: 813 944 7616
DDI: 813 397 4756
adams@labtechsoftware.com
Mr Mathew Nachtrab
CEO
mnachtrab@labtechsoftware.com
These are the top level contacts at our company and I hope you contact us or make yourself known so we can contact you.
Many Regards
John Walker
Director of Worldwide Operations
LabTech Software Limited”
My Contact Details are:
Mr John Walker
Director of Worldwide Operations
Cell: 419 779 3844
DDI: 813 397 4610
jwalker@labtechsoftware.com
Mr Adam Slutskin
VP Sales
Cell: 813 944 7616
DDI: 813 397 4756
adams@labtechsoftware.com
Mr Mathew Nachtrab
CEO
mnachtrab@labtechsoftware.com
These are the top level contacts at our company and I hope you contact us or make yourself known so we can contact you.
Many Regards
John Walker
Director of Worldwide Operations
LabTech Software Limited”
Labtech makes many promises during the sales process but it cannot deliver. Kaseya support sucks too and all the RMM's make big promises but never this many. I was promised 24x7 support but no one ever picks up the phone(email only), I can be in the support queue for hours(2 + and I just lose the will to continue), support issues take days if not weeks to fix, sometimes it just falls into a black hole and you never hear from anyone, techs are so eager to close tickets sometimes there is no remediation at all just a fancy "We have not heard back from you we are closing the ticket" after I waited weeks to hear from them I have to respond back in less than a business day but Im also trying to run my business which 70% of which relies on LT working properly, training is terrible, the ramp up on boarding process is terrible, the partner engagement managers are terrible, the regional sales reps lie its just a complete sham! There is potential in anything or any RMM product but Im typing this shaking my head saying wow Labtech has a Loooooooong Waaaayyyyyy to gooooooo and if your business is like my business you need this tool to work more than 30% of the time. Good luck to those who try to save money, its not worth the headaches.
This is not entirely accurate. Windows Intune will only manage Windows OS computers, this is true, but it provides detailed inventories of all (MSFT and 3rd party) software/hardware installed on the machine.
The service also provides an 'all-up' dashboard (called the multi-account console) that allows an MSP to see a summary of all the accounts they are managing...you may not have seen this because you only have one account in the beta. If you know someone else who has a beta account, ask them to add your Live ID and you will be able to see it.
Suggest a review of the FAQ, here: http://www.microsoft.com/windows/windowsintune/windowsintune-faq.aspx
for answers to many questions customers, partners, and MSPs may have. Particularly, look at the last section, "Questions for Solution Providers".
The service also provides an 'all-up' dashboard (called the multi-account console) that allows an MSP to see a summary of all the accounts they are managing...you may not have seen this because you only have one account in the beta. If you know someone else who has a beta account, ask them to add your Live ID and you will be able to see it.
Suggest a review of the FAQ, here: http://www.microsoft.com/windows/windowsintune/windowsintune-faq.aspx
for answers to many questions customers, partners, and MSPs may have. Particularly, look at the last section, "Questions for Solution Providers".
This sums up the Kaseya offering perfectly - totally in tune with our experiences over the last two plus years.
Jason,
I am sorry to hear about your challenges with LabTech and I would personally like to investigate the issues you are having, please feel free to contact me directly on the number below and we will give you our fullest attention.
My Contact Details are:
Mr John Walker
Director of Worldwide Operations
Office: 813 397 4610
Cell: 419 779 3844
Email: jwalker@labtechsoftware.com
I would also encourage any other partner who is having challenges to contact myself anytime, we pride ourselves in standing behind our product and understand that your success is our success.
Please feel free to contact me and I can line up the necessary resources to address your issue.
Many Regards
John Walker
I am sorry to hear about your challenges with LabTech and I would personally like to investigate the issues you are having, please feel free to contact me directly on the number below and we will give you our fullest attention.
My Contact Details are:
Mr John Walker
Director of Worldwide Operations
Office: 813 397 4610
Cell: 419 779 3844
Email: jwalker@labtechsoftware.com
I would also encourage any other partner who is having challenges to contact myself anytime, we pride ourselves in standing behind our product and understand that your success is our success.
Please feel free to contact me and I can line up the necessary resources to address your issue.
Many Regards
John Walker
Thanks BC. All fair comments.
Our newest release - MW2011 - does have an agent and gives you all the functionality that you identified as a gap. The great support/service and price is still the same.
Thanks again.
Rob T. Rae
Director of Partner Development
Level Platforms
rrae@levelplatforms.com
1-800-418-0881 ext. 360
Our newest release - MW2011 - does have an agent and gives you all the functionality that you identified as a gap. The great support/service and price is still the same.
Thanks again.
Rob T. Rae
Director of Partner Development
Level Platforms
rrae@levelplatforms.com
1-800-418-0881 ext. 360
Its hard to believe Zenith Infotech did not come up. How can pricing be any more straight forward than agent based? Good luck in your search.
One sentence does not make an opinion, sounds like just someone that wants to shoot down a very solid product. Does Labtech have shortcomings? Yes. Does it need alot of work? I do not know of a product out there in any category that does not.
When I gave my review, I based it on my having tried over half dozen other competing products. And my 15 years in IT and software industry. I was not making hype.
I am sure that for some users, Labtech would fall into the "sucks" category, it is possible. But it would be nice to hear why and what the problems are.
When I gave my review, I based it on my having tried over half dozen other competing products. And my 15 years in IT and software industry. I was not making hype.
I am sure that for some users, Labtech would fall into the "sucks" category, it is possible. But it would be nice to hear why and what the problems are.
Just an FYI, I am not a Labtech employee, nor did I recently drop 25k on it. I was however very sick to my stomach at the fact that Labtech was such a good option and had better features and funtionality than any of the options that I had previously chosen before. Yes, I spent more than 8 times on N-Able than I did on Labtech. In these times, that kind of mistake can cost dearly. And after months of use, I can say that I have not regretted the Labtech decision one bit. We have found it WAAAAYY easier than N-Able and much more reliable in all areas.
Again, the main reason we passed on Labtech in our original search for RMM was because we thought we wanted a web tool ONLY. Boy were we wrong, and we did make a big mistake and wasted alot of money. That is where I was coming from with my original review. Labtech was easier to set up, had more useful features, and the reporting is tons better for us (Uses Crystal) because we had experience using Crystal Reports....Oh and it costs a whole lot less, and I don't have to overbuy and deal with high pressure sales tactics.
I am sorry but your review sounds more like it came from an N-Able employee or just a "to the rescue" fanboy.
Again, the main reason we passed on Labtech in our original search for RMM was because we thought we wanted a web tool ONLY. Boy were we wrong, and we did make a big mistake and wasted alot of money. That is where I was coming from with my original review. Labtech was easier to set up, had more useful features, and the reporting is tons better for us (Uses Crystal) because we had experience using Crystal Reports....Oh and it costs a whole lot less, and I don't have to overbuy and deal with high pressure sales tactics.
I am sorry but your review sounds more like it came from an N-Able employee or just a "to the rescue" fanboy.
Ditto....waay overpriced. This product will not make the cut. It like many of the other overpriced suites (N,K,L) will be the 8 track tape of RMMs. With other formidable suites out there for a fraction of the cost and no recurring fees, the landscape of the RMMs is rapidly changing. This time 2 yearss from now will tell a different story.
Thanks for the positive commments Ray.
We are fully dedicated to all PSA interfaces. Sure, ConnectWise did invest in the company and that has helped us grow dramatically. It has allowed us to dedicate a lot of resources on improving the product, ramping up QA, and etc. All of these improvements to our business allow us to dedicate MORE resources to the integrations with other PSA tools. In fact, since the investment we have made enhancements at a faster rate than previously to both AutoTask and TigerPaw.
One thing about this industry is our clients make us very aware of where our product falls short of the competition or needs improvement. In that light, all PSA tools are held to the same standard with the interface to LabTech. So, what will happen as we innovate integration to one PSA to better synchronize assets for automatic contract billing adjustments we will add that feature to all interfaces UNLESS their API does not allow it. If their API does not allow it, great AutoTask users like yourself will be vocal about the desire to have that feature and they will add it to their API.
In short, the company to innovate the fastest with their API and dedicates the most resources to making their product work better with LabTech will have the best interface and be more attractive to LabTech clients. We work on the interfaces to each PSA one at a time. After we do a release of TigerPaw, we do work on the next PSA, and so on… The marketplace will choose the best overall product that delivers the best overall value to the clients it serves, not based on how they are aligned financially. I am focused on making the best overall product and base my strategic decisions solely on what takes us there.
We are fully dedicated to all PSA interfaces. Sure, ConnectWise did invest in the company and that has helped us grow dramatically. It has allowed us to dedicate a lot of resources on improving the product, ramping up QA, and etc. All of these improvements to our business allow us to dedicate MORE resources to the integrations with other PSA tools. In fact, since the investment we have made enhancements at a faster rate than previously to both AutoTask and TigerPaw.
One thing about this industry is our clients make us very aware of where our product falls short of the competition or needs improvement. In that light, all PSA tools are held to the same standard with the interface to LabTech. So, what will happen as we innovate integration to one PSA to better synchronize assets for automatic contract billing adjustments we will add that feature to all interfaces UNLESS their API does not allow it. If their API does not allow it, great AutoTask users like yourself will be vocal about the desire to have that feature and they will add it to their API.
In short, the company to innovate the fastest with their API and dedicates the most resources to making their product work better with LabTech will have the best interface and be more attractive to LabTech clients. We work on the interfaces to each PSA one at a time. After we do a release of TigerPaw, we do work on the next PSA, and so on… The marketplace will choose the best overall product that delivers the best overall value to the clients it serves, not based on how they are aligned financially. I am focused on making the best overall product and base my strategic decisions solely on what takes us there.
Hey Matt,
I can validate with you which company I was with when we were running our trial. We experienced a number of problems including agents disabling themselves, not reporting back to the server, etc... I was escalated several times with your technical support and got no where quick. 2 weeks of experiencing several problems, we uninstalled it and moved on. We had used Level Platforms for years prior and are now happily using Kaseya.
This review was not to knock LabTech, I think in due time it will be a very impressive and reliable platform to use. Our experience with it (and that's what this site is for, as far as I know) was terrible. We plan on re-evaluating the trial of PacketTrap MSP and LabTech both next year as we feel these are both going to be great products. I see all this hype for both of them now, but they both need a lot of maturing before we would consider moving our customers over.
I can validate with you which company I was with when we were running our trial. We experienced a number of problems including agents disabling themselves, not reporting back to the server, etc... I was escalated several times with your technical support and got no where quick. 2 weeks of experiencing several problems, we uninstalled it and moved on. We had used Level Platforms for years prior and are now happily using Kaseya.
This review was not to knock LabTech, I think in due time it will be a very impressive and reliable platform to use. Our experience with it (and that's what this site is for, as far as I know) was terrible. We plan on re-evaluating the trial of PacketTrap MSP and LabTech both next year as we feel these are both going to be great products. I see all this hype for both of them now, but they both need a lot of maturing before we would consider moving our customers over.
Hi Matt,
Appreciate you getting involved - as an independent review site users can submit as much detail or as little detail as they wish - as this is all driven by opinions it is therefore for our readers to decide if this is valid, if it's not we welcome users to submit their opinion to push to poll the other way.
Many Thanks,
James@MSPcomparison.com
Appreciate you getting involved - as an independent review site users can submit as much detail or as little detail as they wish - as this is all driven by opinions it is therefore for our readers to decide if this is valid, if it's not we welcome users to submit their opinion to push to poll the other way.
Many Thanks,
James@MSPcomparison.com
Steve,
Thank you for taking the time to write this up. Many of the items you mentioned evolve around the update process and which components, scripts, groups and etc receive the update. The upgrade allows you to choose which ones to update, but because there is no "prerequisite" check when scripts are updated, you will absolutely have issues with it. Support is aware of this and assisting with repairs as rerunning an upgrade does not fix the issues caused.
Long term, to resolve this issue, we are integrating a community synchronization process that will be much more powerful to keep your LabTech system up to date with searches, monitors, and etc. All settings like these will be managed through there.
In the meantime if you or others are upgrading your LabTech, be careful with what you chose to upgrade on the various tabs in the upgrade screen. Here is a link to help with it: http://www.labtechsoft.com/wiki/index.php?title=Upgrading
Feel free to contact support for assistance before you perform upgrade or if your upgrade has any issues.
You are correct that our QA process for previous releases is not as strong as it could have been. All of the core functionality and performance was maintained and I believe it to be a fairly solid release, but there have been lots of little issues. The last three months we have been investing heavily and building a formal QA process at LabTech. It takes time for new departments and processes to really gain momentum and impact the development process. In short, I hear what you are saying and we are acting to improve the QA process.
Thanks for the feedback and keep it coming.
-Matt
Thank you for taking the time to write this up. Many of the items you mentioned evolve around the update process and which components, scripts, groups and etc receive the update. The upgrade allows you to choose which ones to update, but because there is no "prerequisite" check when scripts are updated, you will absolutely have issues with it. Support is aware of this and assisting with repairs as rerunning an upgrade does not fix the issues caused.
Long term, to resolve this issue, we are integrating a community synchronization process that will be much more powerful to keep your LabTech system up to date with searches, monitors, and etc. All settings like these will be managed through there.
In the meantime if you or others are upgrading your LabTech, be careful with what you chose to upgrade on the various tabs in the upgrade screen. Here is a link to help with it: http://www.labtechsoft.com/wiki/index.php?title=Upgrading
Feel free to contact support for assistance before you perform upgrade or if your upgrade has any issues.
You are correct that our QA process for previous releases is not as strong as it could have been. All of the core functionality and performance was maintained and I believe it to be a fairly solid release, but there have been lots of little issues. The last three months we have been investing heavily and building a formal QA process at LabTech. It takes time for new departments and processes to really gain momentum and impact the development process. In short, I hear what you are saying and we are acting to improve the QA process.
Thanks for the feedback and keep it coming.
-Matt
Eric,
I don't see your name in our database as anyone that has tried our software. Maybe you registered under a different name or company. A helpful review would actually have some details.
Thanks,
Matt
I don't see your name in our database as anyone that has tried our software. Maybe you registered under a different name or company. A helpful review would actually have some details.
Thanks,
Matt
I just wanted to add here that I am not in any way affiliated with Labtech nor am I some kind of fanboy. I merely wanted to share with the community what I have found to be in MY OPINION, to be the best overall value for an RMM on the market. You have had good experience with N-Able support, we did not.
Reporting in N-Able is not near as flexible as Labtech and Crystal Reports. If you are afraid of getting into Crystal and designing your own report, there are tons of Crystal experts out there you can get to help you. Crystal is probably the biggest reporting platform in the world.
Also as far as the GUI being ugly, that is a matter of opinion. I will say that it may not be the sexiest GUI, or it may not even be as sexy as N-Able's, I will say hands down it is much easier to customize and learn overall....MUCH Easier....
My review comes from extensive experience with Zenith, Kaseya, N-Able, GFI and then finally Labtech.... If I had the money back I spent on these systems for just 50 nodes, I would probably own 500 Labtech licenses.
When you are doing reviews, consider price as well, N-Able and Kaseya to me are just way over the top overpriced, in some cases up to 8 times the price of a Labtech node.
Reporting in N-Able is not near as flexible as Labtech and Crystal Reports. If you are afraid of getting into Crystal and designing your own report, there are tons of Crystal experts out there you can get to help you. Crystal is probably the biggest reporting platform in the world.
Also as far as the GUI being ugly, that is a matter of opinion. I will say that it may not be the sexiest GUI, or it may not even be as sexy as N-Able's, I will say hands down it is much easier to customize and learn overall....MUCH Easier....
My review comes from extensive experience with Zenith, Kaseya, N-Able, GFI and then finally Labtech.... If I had the money back I spent on these systems for just 50 nodes, I would probably own 500 Labtech licenses.
When you are doing reviews, consider price as well, N-Able and Kaseya to me are just way over the top overpriced, in some cases up to 8 times the price of a Labtech node.
Dear Writer,
We do track IP address and if more than one review comes from the same IP we do carefully review to ensure to spiteful comments are put in to degrade any of the competition. I hope you find this satisfactory and welcome you to send me any further comments.
Many Thanks,
James@MSPcomparison.com
We do track IP address and if more than one review comes from the same IP we do carefully review to ensure to spiteful comments are put in to degrade any of the competition. I hope you find this satisfactory and welcome you to send me any further comments.
Many Thanks,
James@MSPcomparison.com
Chris,
Thanks for the kind comments about the site, and more importantly your review!
I think your review is great that it is is similar to Brett's as that is giving a true representation of the product, you guys who use it and know it best can share with other folks that PSA is just a fraction.
Many Thanks,
James
P.S. I hope you spread the word about the site!
Thanks for the kind comments about the site, and more importantly your review!
I think your review is great that it is is similar to Brett's as that is giving a true representation of the product, you guys who use it and know it best can share with other folks that PSA is just a fraction.
Many Thanks,
James
P.S. I hope you spread the word about the site!
well there you go I just realized someone else said the same thing about "more than a psa"... but that just goes to show how we feel as customers. connectwise rocks. Brett Sorry I basically copied you on accident but I cant delete it.
This site is done in Joomla.... good choice.
This site is done in Joomla.... good choice.
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Erinn Davis, Community Manager here. I am so sorry to hear about your frustrations and that you have had a poor experience with LabTech.
It's always a little tough with MSPComparison to escalate and remediate a situation as the site allows for a certain level of anonymity when posting. Robert, if you'd like to message me directly, please send me a note to erinn@labtechsoftware.com and I will be happy to listen to you and hopefully resolve any issues you are having. We always strive to provide top notch customer service at LabTech, so again I apologize for any inconvenience and poor service you received.
Please let me know if there is anything I can do.
Thanks so much and I look forward to hearing from you!
Erinn Davis
Community Manager, LabTech Software