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.



89 Reviews of Atera

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 89 reviews

November 2018

Anonymous

Verified Reviewer

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

Atera Review aftera few months of Use

Things have been great. I am a one man shop and even though I have been with Atera a few months now, I still consider myself an onboarding customer. I am no longer taking on new clients as my workload is full, but I do feel that once I am completely switched over, not only will I be more organized, but I will also be saving a lot of money that can be reinvested.

Pros

The obvious benefit is the pricing model for Atera. I can now add devices and then worry about the billing later as it is not by device. I also like the rate of updates, and the quick access to a live chat support during the day. All of the features I would need daily are there, task manager, service manager, event logs, etc....as well as some nice extras I haven't yet to configure but will soon, like the Help desk agent that provides endpoint chat to your customers with automatic ticket creation.

Cons

Some things are a little clunky and not as intuitive as they should be, or not yet a 'polished' module and needs some work. Some examples: the event logs are now full of atera service entries that drown out most useful items, they said there is a way to filter it out, but I have't found a way to stop just Atera entries.
Looking for software installed using the reports doesn't allow you generate all software on an endpoint, just where a specific piece of software is installed. Most MSPs (afaik) would prefer to see all software installed, as well as having the ability to look for software, so that they can locate bad things installed.
File transfer speed through Splashtop is very slow, but I have other remote tools that don't make this an issue for me. There is very little asset tracking for hardware or software installed as well. You also cannot view software installed on an offline device.

October 2018

Richard from Blue Sky Technologies

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

October 2018

BLue Sky Tech Review

Overall I am very impressed with this product and would recommend it to anyone

Pros

the best option on this software is the license by technician. I am a small company and this allows me and My consultants to access all client computers at a reasonable price. We love the features and the reporting. I am still learning all of the capabilities .

Cons

I may have missed it but I do not see the option to push software or files to the client computers. If that were there it would be the icing on the cake for this software

October 2018

Erik from ENE Consulting

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2018

Atera is a good RMM/PSA for One man Shop

I have great experience the software. It is really good. After getting patching down, patching runs with no issues.

Pros

Atera is easy to use and easy to integrate with Quickbooks Online. Their Backup is really nice.

Cons

Patching can take some time to get used to.

October 2018

Everton from Airways

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Functionality

4 of 5

October 2018

Atera Review

I have not had to use their customer support as yet. I found the overall software quite user friendly and easy to use and i was able to get it setup, customized and deployed just by using their knowledge base articles. I also liked that i did not get a sales call the day after i signed up for the 30 day trial. I was able to take my time and play around with the solution and then they contacted me and offered me a walk through using my own setup so that the questions and answered were targeted to me rather than the general features and functionality pitch which i already read through on their website.

Pros

What i liked most about atera was that they included remote control software, a helpdesk ticketing system, patch management and Customer Management , plus more as part of their package with a single low cost fee licensed per technician rather than per device. This pricing model really made me take a good look at them and while there is still room for improvement the solution provided right now works very well for me and allows me to move away from the break/fix model and become more proactive with issues.

Cons

Coming from allows Corporate background i found their software inventory to not be up to what i was expecting. I am told this is being worked on and once delivered i may have to nit pick to find some cons

September 2018

Jason from Independent

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

4 of 5

September 2018

Great alternative to the BIg name RMMs, excellent service for the price.

Overall ive had a good time with this produce, and it allows me to keep a better eye on all my clients networks, and frees me up for other things. If your a small provider, this is a great deal, way better then overly bloated big name RMMs.

Pros

It greatly enhances my ability to service all my clients, and provides good Maintenance and Monitoring, reports, scripting of tasks, all the things I could want as a small service provider.

Cons

Perhaps integration with Bitdefender and Carbonite, but not a necessity.

September 2018

Koen from frogit bvba

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

atera is top

Pros

It gives us a very good overview of our clients. We can manage from a distance and without overtaking screen the most of our customers.
Updates etc are done in a minute.
Top and for a good price... Value for money!

Cons

the colour is not my taste ;) No realy it is great.

July 2018

Josh from Hoppersoft Two Point Zero Ltd

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

3 of 5

July 2018

Great but needs tweaking and more integration with Xero, not via Zapier.

A great Management platform that my engineers will use

Pros

Integration with Zapier is a huge plus and the API portal is really good to work with.

Cons

Splashtop is a pain. When are you guys getting TeamViewer? App integration would be amazing so Techs on the road can enter hours in easily.

July 2018

Todd from High Desert Network Solutions.

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2018

Wonderrful experience. Software is easy and full featured.

Easy remote access to all of my clients for the one cost is by far the biggest...

Pros

The remote connection is solid and painless and the cost is outstanding. The organization of clients is great as well. Oh, did I mention that the cost is outstanding? :)

Cons

Would like to see two stage authentication to access website as some of my clients have very sensitive data and the thought that their PC's are accessible by herely hacking my password no matter how strong is a little concerning...

July 2018

Philip from The Pennsylvania SPCA

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

3 of 5

July 2018

Overall my experience with Atera has been great. Support has been incredibly responsive when needed

Easy access to machines when off site. Management of network devices. Notifications of outages.

Pros

I love the ease of use. The ability to track my time and potential billing costs is great. There is not a lot of overhead for setup and management of this solution. I love the cost per technician rather than cost per endpoint. Easily deployed agents, and scripts.

Cons

I dislike that I can not be logged in on multiple devices. The lack of a mobile device app. Inability to have down servers create notifications until they check back in.

July 2018

Matt from Direct Line Communications Ltd

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2018

Excellent! Atera has enabled us to be more pro active in supporting our customers.

Being able to be more pro active with the support we provide customers.

Pros

Atera is a feature packed RMM platform with exceptional value for money. As there is no cost per device this has allowed us to monitor anything and everything making us far more pro active. The API has also allowed us to integrate other systems into Atera which don't support SNMP.

Cons

SNMP polling timers cannot be changed and are set at 10/15 minutes per check.
MIB's are not supported either, which means OID's have to be added manually.

July 2018

Michael from TechFly

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

July 2018

Great product for the cost

Ability to support our clients and scale our business at a reasonable cost.

Pros

We love that there is not a charge for agents to monitor our clients. This is a game changer and helps to keep our overhead costs down compared to other solutions that charged to monitor each device.

Cons

The product lacks things some automation functionality when onboarding clients like some other services offer but the cost savings more than overcomes this feature not being there.

July 2018

Troy from Exact IT Consulting

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2018

Lightweight - Easy to Navigate - Decent integration

Easy management of hundreds of endpoints/customers.

Pros

Splashtop is a very lightweight and easy to deploy streamer. The RMM client is also very lightweight and resource light compared to others. Email Ticketing and portal ticketing work very well. Reports and metrics are very comprehensive and easy to generate. The recent addition of a chat client was a great move, and adds a few steps of fucntionality. REST API (See Cons)

Cons

Quickbooks integration is available but is finicky. No matter how much we work with them to get the few wrinkles ironed out, it never seems to improve (Class types not populating properly once imported to QB)

REST API is very powerful, until its not. There are a lot of options in the API, but there could definitely be more. They offer a community forum to request features, but any API requests seem to go unseen/unattenteded.

May 2018

Fred from 440 S Campbell

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

3 of 5

May 2018

Excellent value and pricing model

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

April 2018

Neil from The Plymouth IT Manager

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

April 2018

A great PSA tool at a compelling price

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.

April 2018

Ario from Midwest Info System

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

3 of 5

April 2018

awesome APP.

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.

April 2018

Yannick from XPLO-IT Automatisering

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

April 2018

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

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.

April 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

April 2018

Excellent tool for volatile environments!

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.

March 2018

H. from NUMENTIS

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

March 2018

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

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

March 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

March 2018

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

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.

March 2018

Tony from PPC Consulting Inc.

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

March 2018

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

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.