LabTech is the only Managed Service tool for remote monitoring, management, and automation developed by a Managed Service Provider (MSP) for MSPs. Their affordable, agent-based solution so closely emulates what technicians do in the field that the techs can provide the same support remotely. Because LabTech understands how to manage a growing MSP business, they make it easier to procure their software and allow partners to add agents as they grow. For more information please visit www.LabTechSoftware.com.
Backup and Recovery Management
From hero to zero
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.
App-care Daytime Patching
3rd party Patching
The 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
Terrible Support and Customer Service
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.
Built by Techs for Techs
Labtech may be overwhelming to first time users, though do not worry there is support and other resources for the community. Nothing Beats automation and Labtech does this very, very well.
The software is a total Package Software that integrates well with other software such as ConnectWise and third Party Vendors.
3: Software Deployment
5: Network Device monitoring
With the current 10 release and 10.5 in the works Many of the "problems" that people have mentioned have been corrected.
Get it together!!
Let me tell you one thing right off the bat, don't buy this tool unless you plan on dedicating a full time person to giving it TLC 24/7. It is extremely unstable, and a mess to manage. As a business owner be prepared to pay someone to open tickets with LT support all day and play phone tag with them. Once they actually are able to talk to you on the phone, don't expect the issue to be fixed. It will enter this black hole called QA which recently was re-named to Reported Issues.
LabTech is focusing all it's efforts right now on releasing a extremely ugly UI that even the support department jokes about. Funny thing is, has anyone seen the Reported Issues list? It isn't getting any smaller, just longer and longer.
Automation?! Ha! The system needs to be 90% functional for that to even work right, which is about 50% of the time.
Looking to monitor virtual hardware? Good luck! The VMware monitoring tool hasn't worked in a year, but don't worry they have Hyper-V plugin on the way! Maybe that will take 2 yrs to fix once they release it.
The developers are a joke! They hide behind level 1 support. The manager for this team needs to be canned and they need to hire someone who holds these guys accountable for the crap they release.
LabTech wants to be a Google like company, all fun and games. How about making things work before focusing on the fun? I am sure LabTech is having fun all the way to the bank, while the partners sit stressed out with a broken down car on the side of the road with no parts to fix it for miles and miles. Who is driving this boat? LabTech is a making a ton of $$$ all at the expense of the partner.
Let's hope the recent purchase of ScreenConnect doesn't mean they drag that product into the ground.
LOTS OF POTENTIAL AND LOTS OF UNFINISHED FEATURES
Labtech has great potential, unfortunately much of the potential is still locked up or simply very difficult to unlock currently.
The Labtech marketing offer creates so much noise that it may distract from some key elements one should consider before going their way.
Is critical too most and Labtech lacks what is needed to make this a trusted tool
e.g. You will find that you sometimes need to run manual updates before Labtech updates will start working again. This is
probably easy when you have a few end points or it only happens once every few years but...
you will also discover that any 3rd party patching required (Adobe Reader e.g.) will cost you extra OR cost you lots of time and patience to try and develop the scripts etc needed
2. Chop and Change
Labtech started with quite a few backup, AV and related partners but have announced many of these as 'end of life' - continuity builds skill and a smoother experience for you and your clients. As they market a 'vendor neutral or any integration possible product' you should also be aware that there is no guarantee that the you product use/prefer will continue to be supported. If you are operating in environments with slower bandwidth or where the products they push is not as well known you can add all the related problems to your list with these changes.
3. As in previous reviews the support is hit and miss. The one day they will be amazing the next week your control center will be down (ie you are dead in the water) and they will not sort it out within a reasonable time.
4.Update/Release cycle is slow
Labtech 'stagger' a release for various reasons - a downside to this is that fixes for your system may take months and months to be available to you. This means that some functions and or information is non-working and or incorrect.
5. Remote Access/Remote Control
Labtech again has a hit and miss history here - it may work well today and not at all tomorrow. With the latest addition of ScreenConnect this was supposedly addressed but again the integration between the products is only partly done...
6. Billing / Accounting issues
Depending on how you are set up in their system you will get invoiced 'sporadically' during a month - i.e multiple invoices per month on different days each month. You cannot use their self-service' to check statements if you are not set up for US$ billing making recons a challange
7. Pay for breathing
I personally do think they nickel and dime you for everything - you may even get notified that you should buy x hours of 'Consulting' to sort our support related items.
We found that there are a lot of 'hidden' costs related to running Labtech - from the control server needing much more resources to run well to many hours of time needed each month to make sure the system performs as expected.
After running Labtech > 4 years we now know that it is as or more expensive than many of the competitors seems to be if all the hidden costs is taken into consideration
8 Windows Only?
You can load an agent on Linux, Mac (and also mobile devices )- you will pay a full license price for doing so but get very little in return for the investment with updates ( and even some basic information) that requires manual work (or again investing lots of time to create and maintain scripts)
You can work around the above - but do take it into consideration before signing their contract as it will not be pointed out to you by their sales teams and once signed and paid for...
Amazingly Powerful Product with hit or miss support
I came from the GFI Hound Dog world and I can honestly say that LabTech has way more to offer. Extremely flexible and customizable. With all of the flexibility can come some complexity and LabTech definitely has some complexity to it. For the most part, the documentation is helpful, but needs to have more content for those that have the hosted server. For issues I cannot figure out on my own through their Forum and Documentation I call support. Support is hit or miss. Sometimes they call right away sometimes I have to call them to get a response. Their support always sends you links to their documentation before offering any assistance which I find frustrating because I usually start there and I am calling them because I couldn't figure it out with the documentation. Eventually, though the issue does get resolved. I noticed some people have issues go unresolved, but so far they have resolved every issue I have thrown their way. Overall, LabTech is a great product...they are constantly innovating and have amazing tools integrated into the product. You get total control over what you want monitored and the response to events. Their support is good with professional engineers and my account manager is always great and easy to work with. You cannot go wrong with LabTech.
We have been using LabTech for almost as long as they have been around and loved it so much that we recently went all in and purchased ConnectWise and Quosal. The integration between all three of these systems is amazing and we've only utilized parts of what they can do. We were looking for a complete workflow system from proposal to client to support that can scale with us as we grow and after seeing the whole Modern Office Suite in action, we are happy we made the right choice.
We are excited to see the latest version, especially the new Health Reports and ScreenConnect, as the current Crystal Reports are hard to utilize/customize and LabVNC is painfully slow at times. Once this is remedied, then LabTech will truly rock!
Why my IT life is so much better with Labtech!
I hate giving high marks, but I can't go any lower! I pondered going with all 5's. The only reason I didn't was simple.
1. Value of money: I would rather pay less for everything, so I can't let Labtech know that the price is right.
2. Ease of Use: Once you understand the basics, it is easy to use. But it took me about 2 or 3 months of working with the product and calling support before I had a decent handle on the product. But, I have never used a product like this before. Honestly, with the help of support, I was able to pick up how to use this product very quickly. Now I love it!
3. Setup: I did have documentation that showed me how to setup Labtech, but I still had to call support. The documentation is good as a reference once you have an idea of how to configure something.
4. Customisation is awesome! I can do just about anything with this product. As long as I stick with best practises and not try to make Labtech work the way I want it to instead of the way Labtech developed it to work, it works great! It just took me a while to start thinking like Labtech.
I have been in this business since the middle 80's and what I would have given to have a product like this back in the 90's! I never slept at night worrying about customers systems. Now I sleep like a baby and never worry about my customers. If there is a problem, Labtech will let me know! Thanks for giving me back my life!
Some of my favorite features:
1. I love the way ESET works with Labtech! The ERAC server is awesome! I can setup antivirus to run on computers when I want, and if the customer does not leave their computer on at night, I can force them to run it during business hours. ESET is the best antivirus on the market as far as I am concerned. The only problem is that there cannot be a trace of any other antivirus on the computer when you go to install ESET. If there is, edit the registry, go to HKEY_LOCAL_Machine/software and look for any left overs from any antivirus that you had to uninstall.
2. The Windows Patching is awesome and automated. I have a customer that has to use Explorer 9 because of the software they are using and we always had a problem with customers doing a windows update. We have shut that off, and we never let them update to a higher version of Explorer. Nothing gets installed on these computers without us giving permission. It sure keeps things clean.
3. The reports, alarms, and monitors are awesome! I can setup up some of the alerts to go to low priority, or 911. That way I won't be bothered after hours with low priority, but I can go in and look at them when I have time. When we are notified with a 911, we know we need to look into the problem. Now that we are using Ignite our life became so much easier with all the alerts and alarms!
4. Scripting is beautiful! WE have a plethora of scripts that came with LabTech that are awesome! If we need something different we can always create our own! Once again, this make life so much easier!
5. Last but not least, the seamless connectivity between LabTech and ConnectWise works great! Writing tickets could not be easier. I have not found anything that we can't do with this combination of products.
Hope this helps. Feel free to email me if you have further questions that you need to know before you make the purchase!
We are new to LT, and have only been using this product for about 60 days now. This is the first MSP tool our company has ever used. I have found LT brings our company so much more value, and control than we have ever had. The reach of control, and amount of information that LT has provided us has helped reduce overhead, and manage more PC's from a central location. I know that is pretty much the cliche sales pitch, but it is all true. It has taken us to a place that we never thought was possible. I look forward to using LT more in the future and learning how to utilize this product ot our advantage.
The learning curve is steep if you are not familiar with this type of tool. Support is good, but it feels like they are trying to keep up with the partners requests. I understand that is a task in itself, but I look forward to the experience improving in the future. I look forward to a continued relationship with LabTech as they grow.
Haven't looked back
We were a Kaseya partner for many years and moved a few years ago due to limited product development at the time. From then we certainly have never looked back. Whilst a transition of RMM tools wasn't something we looked forward to, the process was actually very smooth and tech support is brilliant. To be able to speak with lead developers at Automation Nation and help shape the direction of the product is very pleasing. Flexibility, customisation, stability and price are all ticks for the product that integrates perfectly with Connectwise. Well done guys.
We have looked at them all and Labtech is the clear choice.
We have been using Labtech for 3+ years after switching from Kaseya. We find it to be much more affordable, flexiable and the company is VERY responsive to end use input. Their 3rd party integration is great and the support has become AWESOME, closing tickets and fixing problems in VERY little time. Labtech's future is bright and we highly recommend them over the many other RMM solutions.
LabTech - Great Product, Great Support
I have been using LabTech for nearly 6 months since changing from GFI MAX. LabTech has changed the way I do things and as added peace of mind knowing that it catches just about everything. I see a lot of negative comments regarding hundreds of tickets being generated and bad support - I was given the advice from the get-go that it will need fine tuning to reduce the amount of tickets and its true. To have a fully customised system, you need to take the time out to customise the reporting, alerts and monitors. As for the support, I have found it to be first class and very efficient.
I have only scratched the surface of LabTech and am learning new and better ways to use it each day. Top product in my option!
Excellent RMM and Support
I've been using LabTech for several years now and couldn't live without it! We've used both Level Platforms and Kaseya and can say without a doubt LabTech support wins hands down. If you're looking for an RMM, save yourself some time and headaches and go with LabTech!
Labtech has been a great tool for us (with ConnectWise integration)
We've been using it for a couple years, now, and it's allowed us (along with the ConnectWise integration) to centralize all our customer support information and tools. The support team has not been needed often, but has always been great.
Great product. Great support.
LABTECH IS AWESEOME WITH ENDLESS POSSIBILITIES
LabTech is an awesome product. We have been using LabTech for over 3 years now. LabTech is very customizable and can be used for almost anything. LabTech Support also is very responsive and great as well. I have no complaints or issues with LabTech.
LabTech Support is the best!
I am still learning to fully use LabTech and the support team has been incredible!
They are knowledgeable, prompt and very helpful with not only resolving an issue but explaining how and why. Then they follow up with an email that typically contains detailed information you can refer to in the future if need be.
I can't think of any other support team that I have encountered that comes close to providing the level of service the LabTech team provides! Keep up the amazing work! You ROCK!
There is so much you can do with Labtech. We are using just the basics and have over 1000+ agents for a similar price than what we were paying with a previous RMM. Lots of ability to customize if you have the time to learn it.
Very powerful product, if you know SQL
The product itself is very powerful. You can customize the monitor system as much as your SQL knowledge allow. Support team are very helpful and knowledgeable most of the time. I have had my share on the best support case and not so good case. Given the amount of ticket I have with Labtech, the good definitely offset the not so good.
Great RMM Tool
We've been using Labtech for nearly a year now and our experience has been great. We have consolidated all of our RMM tools into one console and the migration process has been flawless. We have been modifying the system to meet our needs and Labtech support have been really helpful achieving our goals. Great product and really nice people to deal with. Very happy and no complaints.
Its a little rough getting going if you're working on it alone but Support has been VERY helpful. And it looks like there is very little this system cant do.
Labtech Customer support
We have been using Labtech for near 6 month
The product is great for bring the tech skills to one interface.
The automation maintenance is also a brilliant feature.
There Base install comes with MYSQL configured for 512 Mb Ram (although they recommend more)
Make sure you Tweek this heavily)
On the down side we have found the support from Labtech technical the second worst to deal with.
If your not in there time zone forget the support. and never expect a phone call as they will "reach out to you" with an email only
If I was buying again I'd take Kaseya of Labtech
Don't do it!!!
Not a fan of this product, I moved from Kaseya to LabTech 2 years ago, and we have had nothing but crappy performance. We have about 1100 workstations and 175 servers and we have had to rebuild our server 4 times and still we have issues and are not able to move to the new server. LabTech support has been bad, and they want to charge me every time we have an issue.
A bug called Labtech.
You can open 100 tickets ( and believe me , you do it ) and 99 have no solutions, really.
They say always "An issue of this type will typically be resolved in an upcoming patch release or marketplace update. Please be advised that our typical resolution time for a reported issue is 90-120 days."
So, wait months for a solution.
You want a stable tool to connect remotely? buy an option
You install the last version of a "great" out of the box tool? you receive 3000 mails every single day.
You need a specific report ? there is a bug, sorry.
There are better products, less function, but stable.
Great Product, Horrible support!!!
This product rocks!! So much you can do with it. A whole community exists for people looking to really make this product do everything for them, so many customizations out there. Coming from using Kaseya & Managed Engine this product far surpasses both....BUT wait.....!!
The support you get from Labtech's standard support is a joke. They offer a variety of methods to open a ticket with them them phone, email or chat. All basically lead to you getting a dispatcher. Average response time? 4-6hrs at best. The L1 guys are truly L1 guys, always double confirm any answer you get from one guy because it could be completely different. I have yelled at just about everyone there in regards to this issue, account managers, sales rep, customer care, support manager. They all listen but no one actually does anything to fix this! If they dont do something about the support I see this as the demise of this company. I myself have resorted to using a 3rd party consultant who can answer any question thrown at him. He knows more than most trainers!
Labtech recently started offering a Premier support option which to me is a total sham! They basically push you into paying extra for Premier support because basic support is useless. Remember if you choose to base your business off of this product look into a valuable support resource because Labtech is NOT it!!!
First off, let me premise my review in that I very seldom rate ANYTHING w top marks, be it on a 5-star or 10-star basis. That said, I've now been w LabTech pre-Ignite, have experienced the "ticket explosion" and some fairly poor support. Yet we've hung in there and have witnessed vast improvements across the board in all areas--especially support. Documentation has also improved significantly.
LabTech is challenging, deep, and powerful. Quite frankly, it's a monster. My company is small and does not have a dedicated LT Master--just a handful of techs that use the system that LT provides to our benefit. The ability to manage systems through "a single pane of glass" keeps LT on our tool list. The integration of 3rd party vendors continues to grow especially where management is concerned (e.g., more than just reporting and stats).
With each upgrade there have been challenges. Once again, remote connectivity via VNC seems to have more problems.
I'd love to see better integration w network appliances w better monitoring and reporting. That would be high on my wish list.
One can look at my ratings with my first sentence in mind. Also consider that we do have to rely on LT Support for a number of issues. It might be summed up best by saying that I'd recommend LabTech to MSP's and internal IT staffs based simply on what we can do with it vs without.
Support is a joke
We are a 10-year old MSP. We used LT for about two years before throwing in the towel. Support took months to get our problems resolved, if ever. We spent more time managing our RMM than we did managing some of our clients. If you choose LT, be ready to have a full-time person dedicated to managing the product.
Don’t let the flair fool you
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.
Easiest fixes out there!
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.
My different experiences with Labtech
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!
Value for money with enormous potential
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.
Constantly improving product with top notch support
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.
Not ready for prime time!
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!
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.
Labtech Cloud offering
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.
Very deep and getting better all the time
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.
Software and support has much to be desired
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.
Training Leaves Something to Be Desired
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.
LabTech - 2012 = Windows Me of the RMM world!
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.
Great RMM Tool, especially if you use ConnectWise
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.
Solid application. A tech's view
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.
Good product - Horrendous customer support - STAY AWAY
I very strongly recommend staying away from LabTech primarily due to poor management and customer service.
We switched from Kasaya about two years ago. It is a powerful tool, but it takes quite a bit of time to make it do what you want. As long as you are willing and able to spend some time with configuration, customization, and scripting- the product is quite good. They also seem to be doing good things on the development side. New features, scripts, and plugins are useful. The one caveat is there 'Marketplace', the system used for deploying scripts, reports, and plugins. The Marketplace has virtually no information about the update other than it's title and publish date. It seems to be a work in progress that hasn't really progressed.
As good as I think the program is, I am looking to move to another system. We had an issue with the ShadowProtect licenses that we purchased with LT that required resetting the license key. I admit that we caused the initial issue by not properly deactivating the SP license before removing/replacing several servers. But the response has been completely unacceptable. On June 6th I emailed LT asking to have the license key reset. It is now October and it is a continuing nightmare. My account rep has stopped returning my emails and the support staff takes over a week to respond. When they do they either ask for something I have already given them, point the finger at someone else, say it is being escalated, or act as if no ticket ever existed. There is no way to contact anyone in upper management. I even got a business card from a couple of their management staff at a conference, but when I tried contacting them I got a bounceback that one of their email address was invalid and the other guy just ignored me.
I finally got to the point where I revoked my authorization for auto-pay and said I was withholding payment until my issue was resolved. That got the attention of someone in billing, but that was also a dead end. I tried contacting StorageCraft, but they said that I could only deal with Labtech.
I guess LabTech feels that once you are integrated with them and ConnectWise it would be such as huge mess to migrate away that they can treat their clients like crap and they will just roll over and take it. It will be a huge expense and hassle to move away and I will probably end up paying more for another RM tool, but I can't continue on like this. I have not had much of an issue with ConnectWise that would require dealing with customer service. However, now that they are basically run together, I worry that I would have a similar experience with CW. Now I face the nightmare of replacing both.
Could be good if the company was run better
I have been using Continuum/Zenith for years and had heard a lot about LabTech since ConnectWise invested in them. I tried LabTech in 2010 and found that it had a very steep learning curve to it. Wanting to see if the ConnectWise investment had paid off I looked at them again in May of this year, also hoping to lower my overall management costs. Unfortunately, while the surface looks better, the product is still not a viable alternative. To top it off, billing and customer service may as well be on two different planets.
First, the technical aspects. LabTech tried to create this Ignite portion which starts monitoring certain aspects of Windows systems out the gate, similar to what Continuum does. In the first few days, I had over 200 alerts for one client who also had Continuum installed (three alerts generated). After speaking with some people about the amount of noise being generated, I paid extra (still during my implementation) to have training on how to quiet that down a little. LabTech does an awful job of making things intuitive; all they talk about is groups, alerts, actions, etc. but have no real documentation explaining how things work clearly. Instead, they always offer to sell you more time for training. Continuum maybe expensive, but they don't charge me to teach me how to use their system.
Now the customer service and billing. They have a money-back guarantee, but I just found out after trying to cancel my services with them since June, that it only applies if you go through all of the training processes and programs with them. Odd, since I was paying extra for training, I felt like I was done, but because I wanted my money back, their records showed differently. Now, I am out the money I put into this software and went through four months of frustration and stress to get to this.
I don't care if LabTech figures out how to dispatch a robot to hook up printers and mice on demand, I will never look to this solution again. Between the amount of effort and time you have to put into the software to make it work, and the incredibly poor customer service, I would rather spend 10x more for another solution.
So far the best RMM
We did about 3 months of research to choose the RMM tool and we used a meticulous process for the valuation.
First we started with n-able but cancelled after 3 month. I am not sure what to write about n-able cause we didn't get to play with it too much. Regardless, I found it very non-intuitive, dull and at time very complicated to configure. It lacked that luster that would pull you to work on it.
Another point about n-able is that they have good business development team but it's not that practical when you get to practice it. For example their stuff about marketing is so generic that you feel like they just have that in their website to attract new customers but no value in it.
We also experienced XP crashes after the n-able install. But support was good. Regardless, I started losing confidence.
Labtech was a fresh breeze of air. The interface is graphical, very intuitive and makes you wanna get up at 2 am and work on it. That intuitiveness matters to our team a great deal.
We haven't had even one crash after agent installation .
Labtech Ignite is pre loaded with monitors, best practices, analyzers, etc
The support has not been impressive with Labtech but they claim they are/already moving/move so I shall see about it.
Overall, highly recommended.
My review is based on our experience with installing and using LabTech as software developers not MSP.
Installing LabTech, understanding the way it operates, deploying agents, creating tickets and time slips is well documented on LabTech website and TV / Videos. Installing, deployment and implementation was simple and easy.
As programmers that sync between LabTech and Microsoft CRM 2011 (& CRM for Outlook), LabTech provides easy access to its database based on LT_API / MySql and retrieve almost every single field in the Labtech User Interface and update these records and fields in CRM 2011 & CRM for Outlook. It includes the creation of accounts, sites, cases, devices and activities in CRM 2011 from Labtech’s clients, locations, tickets, devices and time slips. As long as the LabTech agent provides reliable information from the device, the rest can be managed, monitored, reported or workflow from your Outlook or CRM web interface. If you customise LabTech and you wish to use CRM 2011 workflows based on dates or SLA type, select the fields that syncs with CRM
Note: this review is based on LabTech on Premise. Our understanding is that the feature of API integration with LT online is currently not available.
Stick with Kaseya
It is slow, it crashes, the web interface is lack luster - i hope you have a USB key chain to run a full client installation. The amount that it freezes and crashes on me, I just switched back to using Kaseya ~ zero issues.
It does NOT offer RDP for clients to access their machines, only VNC
The remote connector works about 50% of the time
The initial setup was a disaster
We were promised it would be happy working along with our kaseya agents during our "trial" instead it uninstalled every single one of them.
Their support is awful
You get what you pay for
Not worth the money - they don't fix major issues
Windows Search installed on all of our computers which completely slowed down all of our computers and everyone complained. Labtech fails to warn admins in this regard.
Also it runs the script everytime someone logs in, no option to silently check for previous install, every user see's the words when they log in everytime they log in. And because of this we have many PC's full of events were labtech crashes.
LabTech RMM software is a great find, and we are very happy with the feature rich tool set, and limitless monitoring capabilities. We look forward to growing with LabTech. Their implementation team and tech support have been outstanding with the migration process assistance, and while change does take time and patience, they have worked through the majority of the kinks to completion, without any hesitancy. Thanks to LabTech, we expect to be back in growth mode, now that we have great RMM tools. Thanks LabTech Team!
My 2012 Experience -
We have been with LabTech Software since 2008, and I must say the 2012 release and the offerings/services around it are the BEST offerings they've brought to the table thus far. The product upgrades itself is nothing short of amazing. UI changes, enhanced speed, tunneling stability, are just a few things that have really made a huge difference in our usage of the product, and overall perception of how great their product is, and not only how far they've already come - but where they are going - and in the right way…
Other vendors could take a lesson from this up and coming pioneer of the RMM space, because it's very evident they are listening to their Partner base, and making changes to their processes and products based on the needs of the Partner base. Their Support, Documentation, and Training resources are more fortified than I've ever seen in the past, and the few questions we've had have been dealt with swiftly, correctly, and with the professional courtesy one should expect from a software provider. Another lesson other vendors could learn from.
We are ecstatic about what they've brought to the table across the board, and can't wait for the next innovations that will directly make me more successful - and not just a competition to have newest technologies that you often see everywhere else.
Keep it up Matt and Greg - you've done some incredible things in a very short period of time.
Labtech 2012 FTW - The H is O
Between the much needed interface tweaks, the single pane BDR management, MDM, the Ignite service for helping new MSPs get immediate value right out of the box, to the stuff that's coming down the pipeline (TBA) the guys at LabTech are killing it!
I've heard grumblings about poor support, but let's seriously put that into perspective - just what, 3 years ago, LabTech had I think 7 employees? Now they are over 130 and have the backing of Connectwise to not only propel them financially, but also with best practices in development, support, strategy - and none of the other RMM tools out there are owned and ran by people that truly understand what IT Service Providers need to address the ever changing and expanding needs of our SMB Customers. Rapid growth is definitely still a problem, but they are putting the resources behind support to help their clients - but they aren't mind readers and at the end of the day YOU will only get out what you put in. If you are a lazy MSP who expects to click a few buttons and watch the money roll in, well, you probably won't be in business very long, but you may get a RTFM type response.
The new onboarding is probably one of my favorite features. You turn it on, and it discovers what types of servers your client has and then applies the appropriate monitors and adds them to the appropriate groups. No more ugly template or manual onboarding.
There are still some rough edges in the interface, but its nice to be able to fall back to the old interface if you can't find something in the new streamlined interface.