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Web browser (OS agnostic)About Atera
Atera is a cloud-based end-to-end IT management software solution geared to small to midsize businesses in the IT sector. It includes functionality for time tracking, expense tracking, billing and invoicing, help desk and knowledge and document management.
Atera specializes in remote monitoring and management (RMM). Users can identify issues before customers notice them, and they can perform root-cause analysis and patch management.
The solution includes a customer relationship management (CRM) module, where users can see a database of customers, contacts, contracts, service-level agreements (SLAs), devices and tickets. The system also includes an encrypted password repository.
Atera has a help desk...
186 Reviews of Atera
Average User Ratings
Overall
4.54 / 5 stars
Ease-of-use
4.5
Value for money
4.5
Customer support
4.5
Functionality
4.0
Likelihood to Recommend
Not likely
Very likely
September 2020
Frank from LINCTEC Pty Ltd
Verified Reviewer
Company Size: 2-10 employees
Industry: Information Technology and Services
Time Used: More than 2 years
Review Source: GetApp
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
September 2020
Great RMM product
always friendly and supportive.
Pros
ATERA is easy to use, fast and very reliable platform for remote management and
Cons
There is nothing I dont like with ATERA, it supports antivirus and backup (via webroot and acronis)
Reasons for Choosing Atera
ATERA is faster, more integrations and cheaper to run
Reasons for Switching to Atera
ATERA is faster, more integrations and cheaper to run
Response from Atera
Replied February 2021
Thank you for the kind words, Frank! Happy to be a long-term vendor and partner of yours!
December 2020
Sean from Paraco Gas Corp
Company Size: 501-1,000 employees
Industry: Utilities
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
December 2020
Saved us 100,000 a year and revitalized our IT Dept
It has been a huge time-saving, money saving, frustration saving, extravaganza of awsomeness.
Pros
The connection to the computers in the field regardless of network (LTE,WIFI,Internal Lan, Guest) so long as you can get internet on the device it will work. (Sometimes when internet is not even available, specific circumstances). The product was found when our company was looking at Connectwise which quoted out 180,000 a year for all of our devices. Atera came in at 1 - 2 a month because of the shift away from how licensing typically destroys your budget. It allowed us to hire a helpdesk person with the savings. Not only that i got rid of my WSUS server and have been using Atera to give realistic reports about the current state of our systems without needing to spend hours going through data. This freed me up to do more of the security work that i have on a day to day basis.
Cons
Some features that could be improved would be the training for how to use it. ITs such an easy product to use you accidentally forget about a lot of the things you can do in mass. I caught our Helpdesk person installing a Symantec update device by device when he should have just rolled it out through MSI deployment to the group. Since it is so easy to connect, push a file, remote in and install, then report on the software/state of the machine after he figured it would be quick.
Reasons for Choosing Atera
Price, same functionality, ease of use, deployment options.
Reasons for Switching to Atera
Reporting, WSUS Push, Established Connections, RMM, we were evaluating connectwise which quoted out to a steep price "but it was worth it because it would save us 2 - 3 hires" according to the salesperson. Atera did the same thing but we were able to hire someone with the direct savings.
Response from Atera
Replied February 2021
Hey Sean, we are so greatful for in-depth the review, and so happy to see the levels of success that Atera helped you reach! The reporting is something that we put plenty of work into, and luckily, this pays off, for both you as well as your clients. In regards to the trainings, we did release our Atera Academy program, which has plenty of materials, including text, videos, quizzes, and many more, in order to help you better understand our program and, why not, have a bit of fun with the gamification element. :) Here's to many more years of successful cooperation!
March 2019
James from Local IT Solutions
Company Size: 2-10 employees
Industry: Information Technology and Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
3.0
Customer support
1.0
Functionality
3.0
March 2019
Quality has gone downhill
We have been with Atera since 2015. We have seen a lot of changes, most for the better. But at the start of 2019 everything has gone down hill. The site is slow, remote support (Splashtop) frequently goes down, and the lack of true support. What I mean by lack of true support is that they know they have a problem on their end, yet you get a canned response from them to flush your cookies and history. We are a IT company! We know a problem when we see one, and flushing our browsers is not going to fix the issues they are having. It is quite embarrassing when a customer calls you and you are unable to help them remotely because your systems don't work. Time to move to another RMM!
Pros
The price point for this product is excellent, if it worked properly.
Cons
Constant issues in the past few months. Cannot use remote frequently, it fails consistently since January 2019. Customer support is responsive in a canned response kind of way.
Response from Atera
Replied February 2021
Hey James, thank you for the honest feedback. As we continued on growing, and expanding our customers list, our old infrastructure was seriously tested, which could have caused performance issues, especially during peak hours. However, since 2019, we have added a new method of pinging agents, a back-up method as well, we have revamped the splashtop reliability and integrations, and we added many more features. In regards to the support experience, since Atera is a browser-based app, browser resets/cleaning the cache can help in several situations. This will obviously not fix performance issues, but it is a common troubleshooting procedure. We invite you to test Atera out again, and see the improvements made since 2019 for yourself, both in reliability, as well as in features.
October 2020
Jake from Pyrinex, Inc.
Company Size: 2-10 employees
Industry: Information Technology and Services
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
October 2020
Recommend to any IT admin or service company
Fantastic!
Pros
Easy to keep track of all customers and their equipment. The alerts is a major plus and the ability to break down certain customers to folders for locations is great. The integration with Splashtop and Teamviewer is a big deal also. Pushing scripts remotely, installing software remotely and the automation of patch management is incredible and invaluable to my job. My favorite thing though has to be the dedication the Atera team shows this product as it is being constantly improved and added to which my previous product did not.
Cons
Honestly I have not dug into every part of the software because I just have no need to use every single feature. The worst thing I would say is probably the file size limitation when moving files via Manage > File Transfer
Reasons for Choosing Atera
Cost was much lower, the fact you can add as many machines as you want and it doesn't drive the cost up. The fact it's a per technician license instead of per machine, you know the cost up front and it only increases if you add additional things such as backups/work from home etc.
Reasons for Switching to Atera
Comodo One was a "free forever" until it wasn't. The product was not worth spending money on because of the horrible interface and lack of improvements and features.
Response from Atera
Replied February 2021
Thank you for the review Jake, and for the nice words! Our team is constantly working on the product, and seeing our customers and partners notice our work, and make good use of our features is what is driving us forward. If you are interested in finding out more about Atera, feel free to use our fresh Atera Academy module, which will showcase features and ways of optimizing your workflow in fun and interactive ways, including quizzes!
October 2020
Bhasker from Aptude, Inc
Company Size: 201-500 employees
Industry: Computer & Network Security
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
4.0
Functionality
4.0
October 2020
Cost effective product
Better than our old RMM specially with cost and features that is offered.
Pros
First most thing I like is easy to access all the features without any complicated menus. Deploying the agent using command line options helps me to rollout for mass deployment. The splashtop is fast and easy to connect that also gives you the messaging option on the top instead of going through manage> chat. Connecting to remote is faster than the other RMM we used before. Their chat support is instant, i never had to wait for more than a min anytime i try to contact support
Cons
Lot of times the chat from the manage option will not work. I would like to have the feature of searching by custom field we create or to generate reports using custom field.
Reasons for Choosing Atera
cost wise and we are not deploying to a enterprise level, we are a small scale only.
Reasons for Switching to Atera
Solarwinds is expensive and complicated to use.
Response from Atera
Replied February 2021
Bhasker, thank you for the detailed review, and we are glad to see you enjoying so many of our features! Custom fields can be used in a search from either the devices or the tickets view, and we have recently made it possible to display/export custom fields using the API, which has been a requested feature for a while. This should save you some time in optimizing your workflow and finding out what you need faster.
