Review Detail

Remote Monitoring & Management (RMM) C claimme 1238
Powerful but takes time
Rating: 
 
4.0
We've been using N-able for nearly a year and were one of the first users on version 8. Whilst we had numerous problems with our initial deployment (deploying the agent via AD/GPO/MSI, which is an approach now no longer supported) we are now in a position where we have over 4000 devices out in the field spanning over 150 different customers. We also use Autotask as our PSA and have N-able (N-central) automatically logging tickets into Autotask when an issue is detected. For example, we've got about 40 servers running BackupExec in a variety of versions that're logging a ticket into Autotask automatically when a backup fails. Other checks log tickets when the check fails and automatically close the ticket when the check returns to normal either by the triggering of a self-healing script by the software agent or after intervention by our service desk team. The latest version of the Remote Support Manager is a heck of a lot better than earlier versions that were included in v8 and we're happily monitoring a whole raft of services and applications. I've added some custom checks and scripts of my own and have also added a handful from the shared community repository that N-able have.

We are intending to expand our usage of N-able's products. We've already rolled out the Endpoint Security software to a few customers and are going to be starting to offer patch management to customers too. In addition we're looking at the anti spam and integrated backup parts.

Support is not a problem. We have a regular bunch of engineers that attend to our calls and are always knowledgeable and happy to help. A number of our feature requests have been added to the product and bugs that are picked up are resolved.

Overall, the product DOES work well. However, it needs careful planning and deployment. Don't just bang the agent out on to as many devices as you can get your hands on. Out of the box the product tries to monitor too much stuff and you'll end up with a sea of red crosses. You need to carefully decide what services you NEED to monitor and decide on the thresholds for those services. Like with a lot of big products, if you take the time during planning and deployment you'll reap the rewards in the long run. Don't rush it. Take your time and do it properly. N-central now drives our service desk and has helped us provide a better service for our customers.
TW
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