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)

87 Reviews of Atera

 

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Software Advice Reviews (3)
More Reviews (84)

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 84

Erik from ENE Consulting
Number of employees: 1 employee Employees number: 1 employee

October 2018

October 2018

Atera is a good RMM/PSA for One man Shop

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Support

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.

Review Source: Capterra
 

Everton from Airways
Number of employees: 1 employee Employees number: 1 employee

October 2018

October 2018

Atera Review

Ease-of-use

Functionality

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Value

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

Review Source: Capterra
 

Jason from Independent
Number of employees: 1 employee Employees number: 1 employee

September 2018

September 2018

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

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Functionality

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Value for Money

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Value

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.

Review Source: Capterra
 

Koen from frogit bvba
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2018

September 2018

atera is top

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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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.

Review Source: Capterra
 

Josh from Hoppersoft Two Point Zero Ltd

July 2018

July 2018

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

Ease-of-use

Functionality

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Value for Money

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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.

Review Source: Capterra
 

Todd from High Desert Network Solutions.
Number of employees: 1 employee Employees number: 1 employee

July 2018

July 2018

Wonderrful experience. Software is easy and full featured.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Support

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...

Review Source: Capterra
 

Philip from The Pennsylvania SPCA
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

July 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Support

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.

Review Source: Capterra
 

Matt from Direct Line Communications Ltd

July 2018

July 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Usability
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Value for Money
Value
Support

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.

Review Source: Capterra
 

Michael from TechFly
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

Great product for the cost

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

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.

Review Source: Capterra
 

Troy from Exact IT Consulting
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

Lightweight - Easy to Navigate - Decent integration

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Usability
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Quality
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Support

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.

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

Product Quality

Customer Support

Value for Money

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Usability
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Quality
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

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Quality
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

Ease-of-use
Usability
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Quality
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

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

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

Ease-of-use
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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
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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

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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
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Quality
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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