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.
Carl-Darren from PC Repair Leeds Limited
Specialty: IT Services
Pricing is very comparative and the software is relatively easy to use.
Appalling customer support, lack of interest and understanding
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
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.
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.
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
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.
Not much to say that is negative, just some basic requests for the wish list. They respond to requests promptly.
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
H. from NUMENTIS
Employees number: 2-10 employees
Helped us streamline our processes and service delivery to our managed services clients.
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.
Messaging Subsystem / Weak Automation Rules / Minimal Ticket Reporting / Not ITIL-Ready / Unable to Export/Archive Data
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.
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.
Tony from PPC Consulting Inc.
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.
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.
Great toolbox to ensure reports and service to our customers. With Atera I have fully daily focus on task and demands from our customers
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
Craig from Abussi Ltd
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 !
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
Raynard from Eurolux
Employees number: 201-500 employees
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.
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.
Shaun from BG Technology
Employees number: 11-50 employees
Scaled up very fast with minimum overheads.
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.
OSX support is additional.
"Select All" to apply script would be useful.
Billing / time recording could be more polished.
Laurentiu from IT Embassy
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.
Easy to use, intuitive, clean and efficient. The subscription policy is excellent. Atera support is also fast and helpful.
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.
Thomas from SysKon
Return of investment.
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.
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.
I have been able to grow because I have not had to physically go onsite as often.
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.
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.
Robert from e-merge
Employees number: 2-10 employees
Helps me support my customers better and more quickly.
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.
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!
Kaine from Cloud Solutionz
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.
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.
Keith from CogentDigital, Inc.
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.
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.
Ken from Luttner Financial
Employees number: 51-200 employees
Tech support and other information about the device to help troubleshoot.
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.
I don't have the reporting tool available to me so it's not really a con. Splash top can be fussy at times.
Devon from Cloud Choice Technologies, Inc.
This software allows us to assist our customers.
The Knowledge base is extremely user friendly and allows us to categorize many of our tech notes for regular use. The customer organization is great, and it allows us to quickly access machines. Customer support is usually very quick to respond and provides helpful tools to quickly implement changes. Adding in internet security is quick, easy, and fairly pain-free. The script system is quite nice as well.
The biggest issue is that occasionally the Splashtop remote access software on the end users machines hangs, and it will display the machine as offline when it is not. Because of this, you cannot even run a script to repair the Services.msc, which means we have to use teamviewer or splashtop sos in order to access the machine.
The KB is great, but finding and editing them can be a pain. If they made a way to edit the KB from within it, it would be much easier.
cory from Civil Engineering
RMM and help desk deployment option, easy to view and edit endpoint options makes working in office and home a breeze.
Anti virus solution that is incorporated into Atera. Never been a fan of webroot, way to intrusive for my needs but that is more a webroot issue than it is atera.
Jim from Keenan Techologies, LLC
Employees number: 1 employee
It is allowing me to offer a more worldly service from a single end user set up.
More and more businesses are heading away from the triage/ break fix model for IT support. There is definitely room for a hybrid between this model and the managed services model in the market. The Atera software offers a very robust solution for smaller companies to offer this hybrid and to work smarter and not harder. The pricing is amazing and it allows the tool to be used for ALL clients to an extent with a more robust management option for the managed service clients.
I have used a few other agents for similar services. Some have been much more ingrained in the system and offer a bit more control and support of the system. Some of the patching interface seems a bit "clunky", but not unmanageable. To be fair, Atera does have a "suggestions" option, so I will be offering my input regularly on what would make it work better for me and businesses my size.
Jorge from ANP Computer
I love the pricing model of Atera, which is per Tech (unlimited agents) it has all the features that you need to run your MSP business, really easy to use.
It lacks a third party patching system, but hopefully gets implemented as the time goes, everything else is great.
Ryan from Virtual Source
Employees number: 2-10 employees
I like the simplicity of the software but limited on billing.
Easy to access when it is working.
Limited on Billing: You cannot generate a manual invoice. Reporting is impossible without API work.
Support is friendly however NOT very helpful. They are new and have issues like new products. They have several years to go before I would trust my company with them.
Response: Atera, Atera
Date: September 2017
Thanks for the Feedback.
To answer your comments - there is a way in the platform to generate manual invoices. In Addition, we have sophisticated, out of the box reporting functionalities, so there is no need to use the API is you prefer not to.
We're happy to invite you to a 1x1 session to walk you through the different parts of the platform you were having trouble with.
Please reach out to the support team, in a ticket of via live chat to get that set up.
Thanks again for the feedback.
Andrew from Cognos Consultants LLC
Employees number: 201-500 employees
Atera has so far been an awesome experience for me. I run a small IT department and can't afford a huge investment in software. It's use of use, ticketing customization, look and design, all lead to an overall great performance. There is also lots of room to expand the software and great opportunity.
Ease of use. Functionality that doesn't overwell the core purpose of the software.
Can be difficult to get those truly custom settings you want.
Take advantage of the free trial to the full extent before making a decision.