Atera Software


 

Atera is a cloud-based professional services automation (PSA) 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 to provide support for customers and includes a knowledge base that gives team members access to up-to-date customer knowledge. Customers can access a customer portal, where they can see ticket statuses and add tickets.

Atera’s billing module lets users collect and organize billable data and generate invoices. Service providers can log billable hours from anywhere with the system's mobile tools. The system also includes reporting and analytics, and users can measure their support load, activities, customer satisfaction and support team performance.

Atera is priced per user per month.

 

Atera - Dashboard
 
  • Atera - Dashboard
    Dashboard
  • Atera - Tickets
    Tickets
  • Atera - Billing
    Billing
  • Atera - Devices
    Devices
  • Atera - Mobile devices
    Mobile devices
Supported Operating System(s):
Web browser (OS agnostic)

79 Reviews of Atera

 

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Software Advice Reviews (3)
More Reviews (76)

Showing 1-3 of 3

Carl-Darren from PC Repair Leeds Limited
Specialty: IT Services

May 2016

May 2016

We used this product for about 6 months

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Pricing is very comparative and the software is relatively easy to use.

Likes Least

Appalling customer support, lack of interest and understanding

Recommendations

If you want reliability, then this software is not for you. We started with a good relationship with Atera, but as soon as problems starting occurring, the level of support dropped.

 
 

Martin from KODOT
Specialty: IT Services

April 2016

April 2016

Atera is the game changer of MSP platforms

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

The product is a new build, all-in-one platform based on contemporary computing technology as opposed to a conglomeration of products operating under one banner. The vendor supports and responds to inquiries. They listen to suggestions and update requests. Atera is manageable.

Likes Least

My least liked view of this product and vendor are my impatience with the progress of continued development. Atera is 'peddling' hard and fast to add functionalities and services.

Recommendations

Understand MSP software requires organization and thought. All MSP product requires setup. Atera may be no different but the screen forms, support and knowledge all help as references when setting up a new Atera.

 
 

Brad from My Local IT Guy
Specialty: IT Services

April 2016

April 2016

Is one of the easiest and user friendly products I have used!

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

The program allows me complete support of my client base. I can access Atera from just about anywhere! It is the only product I have found that helps me to deliver the level of support I insist on.

Likes Least

Not much to say that is negative, just some basic requests for the wish list. They respond to requests promptly.

Recommendations

Give it a go you will be very happy. We have found Atera to be very proactive with our requests, the product allows us to not only produce tickets,monitor performance (Client & Self) but from within the program we can remote into our clients PC's either using the propriety software or setup with Support Assist. The ability to Zap jobs directly into our Xero invoicing system makes life much easier

 
 
 
Showing 1-20 of 76


June 2018

June 2018

seems great but I could not access the live video or get in touch with someone.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Pros

Not sure. we wanted to test the program. We got setup with an agent and had a meeting to join to view the software.

Cons

When we joined the meeting we could not see the screen and then could not get a hold of anyone for about 48 hours. We choose not to go with the software after this.

Review Source: Capterra
 

Fred from 440 S Campbell
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2018

May 2018

Excellent value and pricing model

Ease-of-use

Functionality

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Value for Money

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Support

Serves clients very well - just wish Splashtop was improved :-(

Pros

Love the value and the features- the interface is clean and its very easy to navigate and deploy agents.

Cons

Remote access could use overhaul - not to happy with Splashtop as compared to other products i have used before (ScreenConnect / Teamviewer) very buggy and unreliable

Review Source: Capterra
 

Neil from The Plymouth IT Manager

April 2018

April 2018

A great PSA tool at a compelling price

Ease-of-use

Functionality

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Customer Support

Value for Money

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Pros

Atera gives me the tools I need to provide remote monitoring and management of my client's IT. It's got a robust and easy-to-set-up NMS, excellent remote access tools and automation is straightforward and intuitive.
Initial setup was very easy and I can deploy the agent via an installer or Active Directory. There is an Agent for MacOS which actually works.
There's a nice little client database for me to track client configurations and notes.
There is a helpdesk system that I do not use at present as I have another combined helpdesk/ordering/billing system that I have used for some time.
Atera charge by the agent, not the node, meaning it is incredible value for money and it enables me to be ultra-competitive on pricing too where the situation calls for it.

Cons

I really like the system and it's really hard to knock it. For a PSA tool it's just what I need and it suits me very well.

Review Source: Capterra
 

Ario from Midwest Info System

April 2018

April 2018

awesome APP.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Support

Im supporting 300 users 20+ servers and so many other devices with this awesome software

Pros

-very easy to work with(it took just 2 days to get used to it)
- very reliable(I been using this application for a few months now and never had any issue with the software or its components).
- Very well designed, menus links, etc are very user-friendly and let the user(Pro support user) keep focused on his/her job instead of struggling with the ticketing system.

Cons

- I wish it had a reminder for tickets. example: add a reminder to a ticket you need to follow up in few hours.
- also, it was awesome if had app for IOS and Android.

Review Source: Capterra
 

Yannick from XPLO-IT Automatisering
Number of employees: 1 employee Employees number: 1 employee

April 2018

April 2018

great software, good value for money, lacks some minute features compared to bigger competetors

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Usability
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Functionality
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Value
Support

faster response on customer problems, also being able to solve 9 out of 10 problems before they actually occur / client notices them.

Pros

easy of use, pay per technician not by agent.
online backup and anti virus implementation right out of the box.
Ticketing system

Cons

When agents are not yet installed, remote support is not possible.
Like teamviewer using an ID and pass this is not possible.

Review Source: Capterra
 


April 2018

April 2018

Excellent tool for volatile environments!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Support

Efficiency and effectiveness.

Pros

Remote access, Automation and Helpdesk, Machine monitoring, and more that I have not dug into!
Excellent service!

Cons

Notification of Ticket on phone and on Computer! Lack of built in software and script templates for new IT.

Review Source: Capterra
 

H. from NUMENTIS
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2018

March 2018

ATERA has been instrumental in our ability to deliver a consistent service level to customers.

Ease-of-use

Functionality

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Value for Money

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Support

Helped us streamline our processes and service delivery to our managed services clients.

Pros

A user-friendly all-in-one integrated platform including RMM and PSA. ATERA's Dashboard and User Interface is functional and well thought out. The continuous development of new features and capabilities.

Cons

Messaging Subsystem / Weak Automation Rules / Minimal Ticket Reporting / Not ITIL-Ready / Unable to Export/Archive Data

Review Source: Capterra
 


March 2018

March 2018

A great alternative from Kaseya VSA. Won't be looking back. I do like that they have online support

Ease-of-use

Functionality

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Value for Money

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Pros

I do like that the software interface is easy to use and the reports work straight away. the updates are also making it a more feature filled remote management solution for small MSPs.

Cons

The Bugs are annoying, but every update they seem to fix them as they arrive. I do wish they had a file explorer module for the webpage without having to remote into the agent.

Review Source: Capterra
 

Tony from PPC Consulting Inc.

March 2018

March 2018

Intuitive, Powerful and Easy to Use RMM + PSA All In One Tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Pros

Love the integrated PSA and RMM which work in harmony. One place to manage all my business. The automatic timer saves me tons of time tracking my hours.

Cons

It is not as configurable as some of the larger RMM or PSA, for the most part it's a good thing, but prepare for surprises. You need to test drive it first.

Review Source: Capterra
 


March 2018

March 2018

A great tool for a IT support helpdesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Pros

Great toolbox to ensure reports and service to our customers. With Atera I have fully daily focus on task and demands from our customers

Cons

Atera will be perfect if it could intergrade with a time registration platform, HR management tool Time registration on-site, or on project planning. simple report define by users

Review Source: Capterra
 

Craig from Abussi Ltd

March 2018

March 2018

Atera is the RMM/PSA tool I was looking for and couldn't find, but when I did it was amazing

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Product Quality
Quality
Value for Money
Value
Support
Pros

The most important part of the Atera software experience is the 'single pane of glass' approach to your MSP business. Tickets, Device Information, Customer Contact, Backup and Reports are all in the same console. Other RMM/PSA tools offer connectivity between different API linked software, but with Atera is all in one place - Brilliant !

Cons

A custom reporting tool would be useful, given we can add bespoke fields to the DB it would be good to then create reports which pull these bespoke fields into a report of our choice. Other than this 'feature enhancement' there is little I don't like about Atera

Review Source: Capterra
 

Raynard from Eurolux
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2018

March 2018

I have thoroughly enjoyed using the Atera product.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Quality
Value for Money
Value
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Pros

The product is easy to deploy. Feature rich, the fact that it includes a Remote Access agent and tools enables support to be done that much faster and simpler.

Cons

There are not many things wrong with Atera. It would be great if it was better able to scan the network for devices, printers and routers ect. Along with linking serial numbers to warranty information.

Review Source: Capterra
 

Shaun from BG Technology
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Easy to setup and always evolving in the right ways

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Scaled up very fast with minimum overheads.

Pros

Easy to use, SAAS based, unlimited endpoints, great price, solid product with great support.
I have used labtech, kaseya with connectwise and Naverisk and no place I have worked at has ever utilised each of the products to their capacity, especially compared to the price.
No sense in having un-used features.

We have built our Atera instance "our way" to suit our method of doing business and it's amazing.
It covers everything we require and is still evolving, but that's part of the fun.

Cons

OSX support is additional.
"Select All" to apply script would be useful.
Billing / time recording could be more polished.

Review Source: Capterra
 

Laurentiu from IT Embassy

March 2018

March 2018

Great user experience, definitely ads value to the services we provide.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Support

Atera helps us to easily administrate our customers' infrastructure, as it enables us to remotely manage and monitor it, as well as to keep track of our technicians' activity.

Pros

Easy to use, intuitive, clean and efficient. The subscription policy is excellent. Atera support is also fast and helpful.

Cons

Software inventory report should be able to list every piece of software installed on a client computer. Some of the reports don't contain the customer's name when they should.

Review Source: Capterra
 

Thomas from SysKon

March 2018

March 2018

Very easy implementation and intuitive user interface.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Functionality
Product Quality
Quality
Value for Money
Value
Support

Return of investment.

Pros

Day to day use of the product, and very good service from support. The product is affordable and gives very good value for the price.

Cons

Sorry to say i have no cons to give you. As i have stated, this product is perfect for our use, and you need to find someone else to give cons on this product.

Review Source: Capterra
 


March 2018

March 2018

My business had tripled since starting Atera

Ease-of-use

Functionality

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Customer Support

Value for Money

Ease-of-use
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I have been able to grow because I have not had to physically go onsite as often.

Pros

I can view and monitor all my devices and be alerted if any critical devices go down. Also i love the ease of the splashtop for remote desktop capabilities.

Cons

I would think that we should be able to connect to any platform for the subscription rate. Windows and Mac should be included in every level.

Review Source: Capterra
 

Robert from e-merge
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2018

March 2018

It works very well and with their current price model it's better than anything else out there.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Support

Helps me support my customers better and more quickly.

Pros

The pricing model is amazing. It makes supporting customers a breeze. The ticketing system is pretty decent. Overall the site is easy to use. The deployment is nice and easy too. The implementation of webroot is a breeze and it deploys super quickly.

Cons

The ticketing software could use some work. Also some of the features are behind the more expensive versions. But if they keep writing in features then it's still worth the price and then some!

Review Source: Capterra
 

Kaine from Cloud Solutionz

February 2018

February 2018

My experience with Atera has been pretty positive. Atera has become essential in our workplace.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Pros

What I like about Atera is it's user friendly GUI, simplicity and overall performance.
Atera has plenty of features, especially at it's price point. Unlike other RMM's, Atera offers a base price, with an unlimited amount of devices. This is a huge pro, as it allows us to test certain things on specific devices before rolling everything out, without being charged a "per device" fee. It's also nice to have in general, as with the remote support integrations, it can be utilized to remotely access (via integrated Splashtop for FREE) specific machines as well, while still avoiding that "per device" fee.
The integrated ticking system is quite convenient as well. It saves from having to purchase third party software to handle similar tasks (which are required by most RMM's nowadays.)
Overall, my business currently relies on Atera for a multitude of tasks, which it performs very well at.

Cons

The only real con I have for Atera, is that it currently does not support the ability for a customer login account. This is kind of a downer for us, as some of our customers like to login to view their site/network (of course with limited access). To be able to do this currently requires the use of multiple technician licenses, which can get Very costly if multiple techs at multiple clients want to have access. That aside, the only other downside is that there's currently no integration with Bitdefender nor Cloudberry.

Review Source: Capterra
 

Keith from CogentDigital, Inc.

February 2018

February 2018

Atera is an awesome product. We could easily make the change between Break Fix and Managed Services

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Pros

Ease of Setup, Fantastic Customer Support. UI is Elegant is visually easy to see what is happening across our customer base. I have the confidence to add more clients knowing the platform can handle and allow us to be competent service providers.

Cons

I love this software. If I had the chance to improve it I would add chat to the desktop agent and onboarding could be improved through better device discovery.

Review Source: Capterra
 

Ken from Luttner Financial
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2018

February 2018

Great experience so far. Easy to use and informative.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Support

Tech support and other information about the device to help troubleshoot.

Pros

The information about the last logged in and the PC name on the same screen. The grouping of different businesses or you can see all devices.

Cons

I don't have the reporting tool available to me so it's not really a con. Splash top can be fussy at times.

Review Source: Capterra