What is our primary use case?
I'm a managed service provider so I use Atera for all my clients. I manage their machines for all types of alerts relating to all kinds of hardware issues, from memory to hard drive space. Whenever a client needs help remotely, I definitely make use of Atera.
I also use Webroot, which is integrated into Atera, for clients searching for viruses. For a number of my clients, I employ Atera Work from Home. This way, if they are working from home, they can remotely connect back to their office machines and make use of patch management. This covers my clients' needs for computer maintenance, running their patch management, and other day-to-day maintenance that is needed for both Macs and PCs.
How has it helped my organization?
When it comes to ease of use and the user interface I would give Atera a nine out of 10. The platform responsiveness to everything is solid. The updates Atera has put out have been second to none. Moreover, I find that if it wasn't for Atera, I wouldn't be gaining the number of clients I have and growing my business as I do.
Atera provides ease of access to all devices no matter where they're located. It makes no difference if the client is in a work group or if he is on a certain domain. Atera enables me to access our clients' devices with ease and to provide them with feedback across the board. It benefits both me and my clients. When it comes to pushing out anything, such as antivirus features, it's second to none.
As I'm more of a hands-on person, I visit many of my clients. Often, while visiting a client site, another client will call. With Atera, I am able to remotely handle whatever needs to be done to his machine, be it installing a printer or helping with a password.
When a client calls and needs something handled quickly, Atera is a big help. On a daily basis, it saves me time and approximately seven to 10 hours per week. Were I not always going around to all my clients, it would save me even more time.
What is most valuable?
Atera's RMM capabilities are excellent. We have definitely found the remote features of Atera to be valuable. Nowadays, this is key and it ranks among our top three with patch management. We value the alerts that come with the product which allow me to reach out to my clients. Overall, Atera generates additional revenue streams for work done on their machines.
What needs improvement?
Atera could probably add a few more features. Its mobile features could be more robust, though I am aware of the progress being made in this area in light of the additional release.
The mobility of Atera is also a feature which needs to be addressed so that it can be used on iPads, iPhones and things of this nature. I would also like to see an agent included on these devices so that I can monitor, maintain and manage them.
For how long have I used the solution?
We have been using Atera for around three years.
What do I think about the stability of the solution?
The stability is outstanding. I've only run into one issue involving a maintenance window I needed and it was just a matter of bad timing. This was late in the evening while trying to do some work. For the most part, there is no downtime. Perhaps this would be the only issue worth mentioning, but again it was during a maintenance window, so it wasn't even attributable to an outage or anything else.
To me, all of the releases and updates are key. It seems that every quarter Atera is putting out new releases and updates to its platform that make it more stable and enables me to do more with the product. Again, I have not seen any stability issues.
If Atera was only releasing updates once a year or once every six months, then it would be failing to demonstrate what it is trying to do. Since Atera is releasing something every quarter, I know that it's making excellent progress and is definitely trying to be a leader among other RMM platforms.
What do I think about the scalability of the solution?
We are currently managing around 170 end points with the product and we have plans to increase its usage on a weekly basis. I feel the scalability works for single device clients and for those who have a thousand machines. As for the scaling from small to large companies, I would have no issue placing Atera in the latter category.
How are customer service and technical support?
I've used Atera's technical support eight to 10 times even for general questions that can be found on their portal. There has never been a situation in which I have chatted with support and not had my issue resolved. They've always been very timely.
How was the initial setup?
Atera worked me through the initial setup and it was straightforward. It was very easy to navigate. It's not like with some other companies that have so many different bells and whistles that you're bouncing from page to page because it's too complex. I can compare it to how Robinhood brought raw investing to retail investors with such an easy to navigate app. I don't have to be a certified engineer to navigate the product. It allows me to feel comfortable about bringing in an intern and letting him use the console within a day or two, because I feel the product to be that user friendly.
Setting up the product took 30 minutes and the deployment varies according to the size of the client. All I need to do is to get the agent on, meaning I can send him an email, then install the product via USB or whatever the case may be. Mostly, we are talking about less than 15 minutes per device. I say this because once the agent gets installed I may ask him to reboot. Overall, the longest length of time transpires when a person remotes in for the first time. It involves installing Splashtop software in the background. Usually, this will take about three to five minutes for the first connection and that's it.
What's my experience with pricing, setup cost, and licensing?
The pricing and licensing of Atera is the best part. I looked at a couple of other options, but I feel very fortunate that I came across Atera. If not for the product, it would have taken me a couple more years to be where I'm at today.
One of the biggest issues I face is the need to pay per technician. I've dealt with other platforms that you need to have 250-500 devices. Even though the cost declines as the number of devices a person has increases, they still require you to pay for 250 or 500, respectively. With Atera, the number doesn't matter as you always pay the same amount. I approximate that Atera saves me $100 per week.
Atera charges per technician, with the option to add unlimited devices to be monitored. Being able to do this per technician is Atera's best selling point. With other platforms, a person may only need 300 end points, but have to start at 350. I would get charged an outrageous amount for these devices. Only as you add more does the price go down. This is key to getting started.
In other words, I am paying the same price whether we are talking about one machine or a million.
Which other solutions did I evaluate?
When evaluating how Atera stacks up against competitors and other vendors, an advantage is that the console is super easy to use and navigate, with nothing being too complex. More often than not one is dealing with a platform that already has been established, with many bells and whistles that cause you to bounce from page to page as the result of undue complexity. While in comparison, Atera just keeps putting out update after update, making the platform very easy to navigate and use.
As I had researched multiple vendors prior to using Atera, the need to reduce frustrations associated with the use of other products was not an issue for me. In the process of my research, I came across Atera and decided to give it a chance. I haven't looked back. I've had other companies reach out to me. I believe Ninja was one of these and there was also ConnectWise and SolarWinds. With the way Atera keeps doing releases and updates, there's been no need for change whatsoever
What other advice do I have?
My advice is not to waste any time. When it comes to the pricing, the sooner a person can demo Atera's platform, the sooner he'll save money.
I deploy Atera to all my clients whether or not they are covered by a plan. I do so in a USB method. It makes no difference if we are talking about a client who pays a monthly fee or one that chooses not to do a plan. In a sense, even though it appears I do charge for a plan, I really don't, because even if a client doesn't have a plan with me, I will still install Atera in case he needs it and calls me.