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.

Supported Operating System(s):
Web browser (OS agnostic)

84 Reviews of Atera

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  • Josh from Hoppersoft Two Point Zero Ltd

    July 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Todd from High Desert Network Solutions.

    Number of employees: 1 employee

    July 2018

    Wonderrful experience. Software is easy and full featured.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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...

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Philip from The Pennsylvania SPCA

    Number of employees: 51-200 employees

    July 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Matt from Direct Line Communications Ltd

    July 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Michael from TechFly

    Number of employees: 11-50 employees

    July 2018

    Great product for the cost

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Troy from Exact IT Consulting

    Number of employees: 11-50 employees

    July 2018

    Lightweight - Easy to Navigate - Decent integration

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Fred from 440 S Campbell

    Number of employees: 2-10 employees

    May 2018

    Excellent value and pricing model

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Neil from The Plymouth IT Manager

    April 2018

    A great PSA tool at a compelling price

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Ario from Midwest Info System

    April 2018

    awesome APP.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Yannick from XPLO-IT Automatisering

    Number of employees: 1 employee

    April 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Verified Reviewer

    April 2018

    Excellent tool for volatile environments!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • H. from NUMENTIS

    Number of employees: 2-10 employees

    March 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Verified Reviewer

    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
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Tony from PPC Consulting Inc.

    March 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Verified Reviewer

    March 2018

    A great tool for a IT support helpdesk

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Craig from Abussi Ltd

    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
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Raynard from Eurolux

    Number of employees: 201-500 employees

    March 2018

    I have thoroughly enjoyed using the Atera product.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Shaun from BG Technology

    Number of employees: 11-50 employees

    March 2018

    Easy to setup and always evolving in the right ways

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Laurentiu from IT Embassy

    March 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Thomas from SysKon

    March 2018

    Very easy implementation and intuitive user interface.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
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