Scripting and automation are not incredibly straightforward, but they are probably the most valuable tools in this solution when compared to other RMM systems.
Their integration of ScreenConnect has also made remote desktop control incredibly smooth.
Improvements to My Organization
Remote monitoring allows the organization to react more quickly to emergencies, particularly offline devices/locations.
Monitoring server services and general computer health allows us to be proactive about preventing issues. Proper scripting and scheduling has also reduced the need for actual intervention.
Room for Improvement
Because of the vast number of features, the software is difficult to navigate. Some features feel very hidden and hard to find in order to enable or disable them.
Use of Solution
We have been using this solution for over a year.
There is an issue where they do not support the running of any kind of backup software on the same machine. Instead, they recommend using snapshots. Snapshots are widely considered to NOT be a backup solution.
Customer Service and Technical Support
The technical support varies greatly. The response is slow for non-critical issues. Many staff members do not appear to read the issue descriptions closely.
However, sometimes you get the right person in the right department, and they will be able to help you a great detail.
It is powerful, but be prepared to spend a lot of time learning the ins and outs of customizing the system with templates, scripts, groups, etc.