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"Before Promys PSA we had Salesforce.com for CRM & quoting, Remedy for Help Desk and PM’s used MS Project or Excel spreadsheets. The disconnects between those software products meant we were constantly re-keying data and having to pull data from multiple systems to create management reports, which always seemed out of date. It was difficult to get good visibility into Job Costing, Managed Service Contract profitability or cycle lessons learned from one department to another. Promys brought all of those modules and data together in one system, which has made our employees much more efficient and effective. Promys PSA has given our management team great visibility into line of business profitability and profitability leaks. "
"We switched to Labtech from Kaseya shortly after it's first release. For the first few years, it was amazing - better design and functionality than Kaseya, awesome tools, great reporting, powerful scripting and easy access to data to build our own applications that interact with the LT data. Since Connectwise bought it and chased off the original developers / managers, they have taken it from a tech tool to an "anyone can be an MSP" tool. They dumbed down the interface, completely screwed up patching, buried features and made it so buggy that it's practically impossible to rely on as an RMM tool.I get more use out of LogMeIn now than I do with "Automate"."
"Intuitive solution with little training. Solid support from the Promys team with rapid response and resolution of issues as they arise. Very flexible in resolving unique issues as they arise."
"I have been involved in a number of partner organizations, but I will rate ASCII very highly on my list. My vendor friends may get grumpy at me saying this but... ASCII does an AWESOME job of putting their members above the people paying for the booths at their tradeshows. The members have open and frank discussions on the good and bad of the industry without fear of vendor retribution!Got plenty of others, such as Cost savings on insurance, Social media Programs, Great Tradeshows, but I still like the Member only newsgroup!Want more comments, I'm not that hard to find. Feel free to poke at me!"
KF Kathleen Ford
"We selected the Promys PSA business software in order to reduce the amount of time our managers and employees spent chasing down data, which will allow us to bill more quickly and accurately, get better visibility into project profitability and provide an even higher level of customer service. The Promys fixed fee implementation approach is just as impressive as their software. The Promys implementation team is exceptionally patient and helpful and many of their best practice suggestions have made our business processes even better."
"We've been using the Open Mesh system for a number of years and have deployed installs into both multi occupancy homes, retail, warehousing and the education sector.The units have been rock sold, the cloud management has allowed us to make implementations quickly and in the case of hardware failures adding a new unit to the client's portal then shipping it out has saved many hours and days of technician time and travel.The loss of one star is down to the support. I wish they would understand that they are selling primary into a very technical competent market and not treat issues as the run of the mill broadband tech call (turn it on / off, change this, change that... It must be this...)We've recently seen some ongoing issues which have been appropriated to local infrastructures issues fixed by firmware updates. It's small things like this that though everything else is great, drops the ratings down a notch."
"We initially selected Connectwise, but were not satisfied with the company's support and implementation processes. Just as we need to understand our customers processes to help them optimize where possible, we wanted a PSA software partner who would take the time to learn our business processes, perform the configuration work for us and implement the software in a way that would maximize industry best practices to ensure we got the most out of our PSA software investment. In short, we wanted to focus on rapidly growing our business, not on our business software implementation. Promys is clearly state of the art cloud based PSA software, but the key differentiator was their implementation methodology which was a much more hands on and value added approach."
"Global Corp was one of those products that I looked at, those who I knew in the industry who used it raved about the results and ease of on-boarding but it seemed too good to be true and a huge investment in both time and money. Onboarding took a lot less time than I expected, with the support at Global Corp second to none. They walked me and my engineers through the initial phase and worked with us to migrate all historic information from our previous system directly into theirs. Our engineers quickly became able to manage multiple issues at once, freeing up time normally spent on logging and admin task. All that now taken care of automatically by the Global Corp system. We are increased productivity, our clients have noticed and experienced faster response and closure times. We've gain valuable new business off the back of this through recommendations. We felt we couldn't take on many more clients with expensive additional staff, but now our sales team our out pushing our service to new clients. With our trial offers and faster responses than the local competition, we are seeing new clients onboarding on a weekly basis...."
""We tried Connectwise at one point. I thought the interface was really poor, with far too much crammed on the screen. I think Autotask has the same problem. Promys recently re-developed their entire PSA solution from scratch using that latest cloud technology and it really shows in the user interface, screen responsiveness and the comprehensiveness of their PSA functionality, especially in areas like Managed Services Contract profitability tracking. We also liked how Promys does all the heavy lifting regarding gathering our requirements and configuring Promys to meet our needs, to make sure we're using all of the capabilities of our new PSA software.""
AS Aaron Spurlock
"The Promys implementation process has been very smooth and surprisingly beneficial. Not only were the processes extremely well documented and easy to follow, but through discussions with Promys, we have actually identified key business areas that we can streamline to help our overall productivity."
BB Bill Buchanan
"We are very happy with Promys7 and the leadership the Promys project manager provided to our team in getting us prepared for the transition. The Promys implementation team was extremely responsive to our needs before and immediately after the transition. We are functioning better than ever after the implementation. Promys serves as the backbone to our operations and I can¿t imagine where we would be without it."
"We have been using Labtech for a couple of years now. We have recently moved from Labtech 10.5 to their new platform which was redesigned being called Labtech11. Prior to moving to the new version of Labtech we were very happy with the product, but now it has to be the worst software to invest in. Here are core features that do not work in the new version of Labtech11.Regular Patching Daytime Patching App-Care App-care Daytime Patching 3rd party Patching ReportingThe 5 core functions do not work, and I have been working with support for over 3 months and there is no resolution in site. Support is doing their best, but upper management and the development team appears to be looking the other way as their wallets get fat, and my clients are not being service. We are in the process of looking for a new RMM since Labtech no longer has what we considered "Gold" Standards.Stay away from Labtech"
"I can only speak for the service side as that is the area of Connectwise (CW) I work with primarily. There is a lot of valuable data collected by CW, the usefulness of it easily determined by the CW customer. I wager that any customer, given they have the talent on hand, could gather enough data from CW to run their operation very well. For this area I would give CW five stars. Their email connector and the system built around it works very well. Here are the areas that need improvement: Reporting is weak. Quite weak actually. While some decent canned reports exist, it appears that CW runs under the philosophy of letting their customers create their own. This has many pros for CW, but they should really offer more. It is FAR TOO LABORIOUS to perform common heavily used functions: Ticket creation, Time entry, managing attachments, etc. If one counts their mouse clicks as they navigate, you will often find it taking two hands to count the clicks required to perform something as simple as getting a start/end time entered into the system. CW has greatly improved the UI..."
MD Michael d'Abo
"Atera is changing the game for MSP's, big or small Atera's pricing model smashes all other competitors out of the park. We love the ease of use and we don't have to be counting every agent we use, we can install as many agents we need to without price increases. I look forward to their monthly release of new integrations and features."
AC Alex Chapman
"After evaluating the traditional PSA business software vendors, it’s clear that PROMYS is one of the more advanced PSA’s in the market. Promys just seemed a lot more intuitive and easier to use for our team, while at the same time being more comprehensive. The fact that they don’t change extra for quoting, mobile, purchasing, or e-mail and calendar integration was also a big plus."
"what is the difference between manage engine service desk plus and service desk plus MSP?"
TM Travis Mayo
"I was previously a client of GFI Max, and knew it was time to switch. I was paying roughly $240 a month, just for Monitoring, AV, and Remote access. This didn't include a help desk or PSA system at all. Plus the back end always seemed clunky and I didn't really get much accomplished with it.I found Atera on a stroke of luck, and I'm glad I did. The first thing that really impressed me was the fact that there is no per device fee. This would allow me to grow, and appropriate more of my money into other areas.Second, with the PSA and Help desk being tightly integrated into this product, it made Customer management super simple. I seem to open Atera every day, because I find it to actually help me keep an eye on my client's systems, like it should. Where on the flip side, I tried to find any way to avoid logging into GFI because it was just mundane and un-useful.I definitely recommend Atera to anyone starting out, or currently unhappy with their current solution. "
"i like the product very much it works like a charm and is very useful for managed services. we use it for the contracts with our customers. remote control is also very good"
SB Steve Bailey
"Been using Atera for a few months now to replace Labtech. Overall, very glad we made the switch. The biggest thing that sets Atera apart from all other RMMs is its pricing model. Essentially, with only one tech, you can have unlimited seats.. Very appealing to small tech companies. Pros: Pricing is per tech, not per seat Cloud based Great UI Prompt updates Cons: Remote connector can be finicky sometimes I miss ScreenConnect sometimes but that's a small price to pay for how much you save by using Atera "
GP Graham Pocta
"I've been using Atera lightly for the past 6 months. It has performed well for what I am using it for: monitoring, basic inventory and light scripting.Pros:-Pretty easy access to get feature requests to the development team -PowerShell scripting was recently added -The pricing model works really well for small shops -New features have come out at a pretty good pace so farCons:-Weak remote access/screen sharing via VNC -- it has been a unstable in my experience. I always have trouble with sending a Ctrl-Alt-Del -Interface looks great, but I have trouble sorting through and seeing devices since it's not in a proper grid format"
"We recently switched from Labtech to Atera. The pricing Model is a game changer. We love the fact that we pay per technician rather than per device. The program itself has a smooth interface as well that is easy to navigate. We have been using Atera for 2 months now but I dont see us going back..."
"Good and flexible monitoring and ticketing and much more, was a good choice for us! The support is always fast and very helpfull. We are working with more efficiency since we use Atera."
PL Parker Ledbetter
"As the IT industry evolves, we have to also evolve to meet the needs of our clients. Our IT Company has seen a lot of changes in the industry over the last 20 years. In order to compete in this competitive market, we need to be in constant contact with our clients and to be able to quickly address their issues. Over the last year, our managers have been beta testing Managed Services Software products. They made a decision to buy a RMM package from a reputable company that wanted to break into this market. Their product offered an extensive feature list but it was too difficult to use for our staff and they did not invest the time to training and integration. So, after a year of wasting money, the owners of the company decided to go a different direction. They chose Atera, a full featured RMM and PSA product that is priced different than the rest of the market. This pricing model was what first attracted us to this product. Being a small company with a limited budget, we watch all monthly expenditures. Pricing based on the number..."
MA Mark A Santorelli
"We have been using Atera's platform for a few months now and have worked with them on development and what a wonderful experience it has been. We look forward to helping Atera by offering ideas for new features as we continue to implement their solution into our business. PROS: Great pricing, web based, great reporting, great customer service and easy access to remotely manage any device. CONS: Remote connection only works in Windows and no end user remote connection feature but, both of these are on the road map. "
"Let's say I worked for 4 hours on a project and want to bill only 2. I have to create multiple time entries which wastes my time, makes the invoices longer and confusing. Some clients want the work split into different categories and summarized in the different categories; when entering time, I see all the categories for all the clients - not only the categories that are available to this specific contract; this wastes a lot of time during data entry as well as correcting mistakes. When entering some fields and you want to update a table, many times you have to close what you're doing, go through multiple windows, add the entry and then redo your data entry; can't just add information to the table. Their To-Do list is cumbersome to work with. Their invoicing has limitations. I've been working with their software for 3 years and am looking for a replacement."
"I have been an Ahsay partner for the last 11 years and have seen many improvements with the product. The product is designed for use mostly in small residential and small commercial backup solutions. While the product has had its reliability issues on some versions, I have really been struggling to stay with Ahsay as a partner. Over the past few years, the quality and reliability of their software has fluctuated with their versions. And now with version 7.5 out, I have ben seeing many bugs within the software. 7.5 really makes it easy for the service provider with the easy branding, however, with issues on "missed backups" having my customers being notified that their backups were missed while it was successful isn't a pat on the back for reputation tho. While being a faithful partner with maintenance over the years, they have always said you could update to the latest version of the software. This isn't quite true and I am not happy with the management at Ahsay for misleading their partner network. You can only upgrade to version 6.x and if you want to go to version 7.x it will..."
"The mobile app has issues with saving Customer Signatures. What can be more important than that! The only indication is that the signature button disappears. Only to find out later that the signature is missing from the system. According to Tigerpaw, there is nothing wrong with their software. I strongly disagree. "
"Finally an RMM that is worthy of 5 stars. Atera is not your typical 'price gouging' rmm. Unlike others, Atera is priced per user which suits us perfectly. The product is very simple but that is the way it has been designed. Tasks that were cumbersome and a pain in other RMM's have been simplified in this product which makes using it a pleasure."
"I agree with the comment that most of these reviews are manufactured and rubbish. The truth is the product is dated and lacking in features that most RMM's have. The features that it does have are sloppy and useless - everything has to be done via scripts and most of the time they don't work.Save yourself from the agony of this RMM and look elsewhere. "
GA Gordon Anthony
"Our disconnected combination of Salesforce.com, Costing, Billing, Project Management and Service Desk systems required too many band aids to tie all the data together. PROMYS allowed us to consolidate all of these disconnected software solutions into one Enterprise PSA business software solution, which will make it much easier to automate best practices and provide visibility across all departments.What set Promys apart was that it was clearly built to manage a more complex businesses and help us manage our larger customers and projects. "
MR Marcio Rossi
"With 26 years of experience in IT and after having used different RMM tools in recent years, we find in Atera Software the true concept of "less is more". We are very excited about the simplicity and efficiency of the product and we are migrating our customers to this new platform. Not mentioning the fair value, an important factor for choosing it. If you are searching for a RMM tool, you need to know the Atera Software, simplicity will surprise you!"
UC Uri Chorin
"Atera is the only easy and simple All-In-One solution. We are using Atera cloud platform for almost 4 years now, and we are highly satisfied with the product and support. Highly Recommended!"
UC Uri Chorin
"Atera is the only easy and simple All-In-One solution.We are using Atera cloud platform for almost 4 years now, and we are highly satisfied with the product and support.Highly Recommended!"
CD Chris Douglas
"Atera software is a no brained if you need to manage servers, workstations or any other devices via snmp. The RMM agent is very small and installs quickly. every release brings more features that makes my job easier. Their pricing model can't be beat. "
"We have been using Atera for a few months now, overall I have been very impressed with the product and the quality of the support I have received if required. 8/8"
SM Simbarashe Madzara
" What hits me the most about Atera is that it is almost for free, with their per technician billing you will never find a better pricing anywhere, for some of us who are still new in the industry and also want what the big boys have we can safely say we found our robin hood. It is a true God-sent for any serious IT personnel or company as it provides the key elements that should be there. 1. Accountability (ticketing system) 2. Remote monitoring giving us a proactive approach. 3. Remote assistance, the best way to meet SLA agreements 4. CRM we are all in it for the money and we need a way to track our clients and contracts. 5. Web based, allowing me to work from virtually anywhere in the world. So for me it is a full package. With every system there will always be bugs and glitches here and there but they do make up for it with an exceptional support team, you are never alone. I have noticed an average of 1 hour for someone to be working on any issue that may arise. The only downside i have noticed is the inability..."
CD Chris Douglas
"Starting a new MSP isn't easy. There are so many choices for software but Atera stuck out because of its pricing model. I started a trial and immediately starting onboarding my clients. What a pleasant suprise it was to use. Very easy for RMM and the help desk is very useful. I would recommend atera to anyone looking for this type of platform. "
AP Amit Prabhu
"This software works amazingly well. With their out of the box pricing model they are sure to make big waves in the industry. This product saves me hundreds of dollars every month that can be used to add value elsewhere in the business! It does everything it says it will on the box."
"Had Labtech since 2010. Started with 250 agents license. Increased to 500, 750, then 1000 agents. Paid thousands in yearly assurance/maintenance. But the product still has many issues (mainly performance). After many painful upgrades, the remote access got worst. It took 15 minutes or more to remote to a PC to resolve 2 minute issues. Full of surprises with increasing cost of ownership. Final straw was when they convince me to Pay nearly $7,000 for assurance to upgrade to ScreenConnect and LT10. After purchasing a new server and loaded LT10, they inform me that I need to buy another server for ScreenConnect. Tech support's answer was that 20 minutes was normal for remote connect. Nerver offer to look at our server instance to troubleshoot issues. They disbled our Labtech instance last night, even though we paid and own at least 700 agent licenses. I tried to work with them every step of the way, but this is the last straw. I am considering legal action. They sell you agent licenses, but you don't actually own them."
SO Steve Owen
"Very impressed with OptiTune so far. The feature set is comprehensive - remote desktop, remote assistance, application deployment, scripting, to name a few. The support is also awesome, I needed to ask how create a complex script to use with OptiTune, and they got back to me right away."
"The web interface is prone to slowness and doesn't handle latency at all. There is no keyboard shortcut to save the ticket, so say hello to RSI and lots of manual clicking to just get a ticket created and assigned. It takes about 5-7 minutes on average to cut a normal password reset ticket out. Managenow, HEAT and other service tools I've used have been FAR FAR FAR better than this waste of time. In order to get an accurate reporting picture, management has made it so that we need to assign the ticket to several different boards to change one status. If you need to change a procedure operationally in order to get your reporting accurate, then you have bad reporting integration too!!"
"Terrible service, never answer emails or calls. I'm glad our company tested ConnectWise for our marketing department before utilizing them for service. I would trust all of these 1 star ratings!! Companies do make dummy accounts for great reviews. "
JH Jeff Hall
"We recently switched to optitune from labtech, and couldn't be happier. It has all the features we require, the support is wonderful, and the price is right too. I really like the remote assistance feature where customers can request assistance from the "support center" desktop app, and one of our techs can respond and help in real time (control their desktop).For our severs, I like that I don't have to open firewall ports in order to get remote access, since the installed agent opens an outgoing connection for remote desktop to work, and it's all done through the optitune management website and their remote desktop software. In fact, its a bargain when you just compare it to team viewer, for example, but it also supports real MSP functions like deploying applications, scripts, monitoring, and viewing performance data."
BJ Brad Johnston
"As a busy IT support team trying to deliver exceptional service to a wide range of business types over a large geographical area we needed a program that could support us and allow us to achieve this level of service! Atera has delivered this. We have been using them for nearly 2 years now and have seen the time and effort they put into creating a leading product. Our ability to access and help our clients has greatly improved now that we use Atera as our central point of information and no mater who is helping the client they have all information at their fingertips. We are also able to accurately monitor our response times and client satisfaction."
MD Manny Da Silva
"We have been using Atera for a few months and cannot image providing support to our clients without it. The product is easy to use, no fancy training required. True cloud based solution, with good reporting on devices. The per technician pricing rather than per device makes it very cost affordable to our clients. Support team is great."
NL Netcetera Ltd
"Excellent service from Paul on the Pulseway Support desk to enable us to set up our Pulseway RDP App, remotely connected with us and worked fast and professionally. Top man. Thanks "
JD James Dale
"Atera is the easiest, most robust MSP cloud based platform I have used for the price! With their interface customers can create tickets with a couple of clicks from their desktops. You are also able to manage programs, services and are also able to remote in using one simple to use interface. Thier support is outstanding and very responsive to any questions you may have! Try them out, they won't disappoint."
SL shahar lavi
"I really like Atera – It’s great for startups and new MSPs, we use it for a 360 view of our business; Alerts, Tickets, Billing, Reports and Remote connection. The pricing model is also very good - so you can control costs and growth. The combination of monitoring and professional services automation in one system without the hassle of integration is very powerful."