Atera Software

4.50 / 5 (101)

About Atera


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.



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Supported Operating System(s):

Web browser (OS agnostic)

101 Reviews of Atera

Average User Ratings

Overall

4.50 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.0

Ratings Snapshot

5 stars

(59)

4 stars

(36)

3 stars

(3)

2 stars

(3)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 101 reviews

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February 2018

Kaine from Cloud Solutionz

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

February 2018

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

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.

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.

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.

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.

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

March 2018

Shaun from BG Technology

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

March 2018

Easy to setup and always evolving in the right ways

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.

January 2019

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Atera has a lot to offer.

Pros

Atera is the simplest backup, antivirus, Help Desk, and password organizer that I've ever used. It's so easy to use. Its very easy to put a system in Atera, add Webroot, and then back it up. The customers feature makes obtaining contacts, passwords, devices, and tickets as easy as possible.

Cons

Sometimes the website would crash and we'd have to wait for support to fix it. Other than that the cost was the biggest problem. We also had to move all our passwords manually, which took some time.

March 2018

Craig from Abussi Ltd

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

2 of 5

Functionality

4 of 5

March 2018

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

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

November 2015

Anonymous

Review Source: GetApp


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

November 2015

MSP Resources for the "Little" Guy

With over 25 years providing individual and SMB hardware, software, training, Internet, support as a the "Virtual IT Guy", the evolution of off premises services and support places the traditional "Break | Fix" IT support role at risk. First came the ease of remote access to client computers reducing the number of times an onsite visit was required to kill a print job or configure an email account or any traditional on site services. The Enterprise computing environment has had resources for remote connectivity and support for many years. Such has not been the case for individuals and SMB. If one considers RMM | PSA | billing functionality, it has always been device oriented resulting in costs exceeding SMB ability and willingness to pay. The redeeming and game changing aspect of ATERA is the pricing model by user as opposed to device. It is now possible to become an MSP with serious MSP Tools. It is now possible to continue to service clients as an MSP. Where I have envisioned days being numbered with respect to supporting clients, Atera now makes it possible to go head on head with the more traditional MSP service providers and come out on top

Pros

The biggest plus is the User versus Device billing model. It is a small, customer orientated company that easily responds to email and inquiry. I believe, if they can do something to help, they will. They are also listening to ideas and suggestions to help with the continuing evolution of ATERA.

Cons

A small, new company with whom one must be willing to grow services as they become available. It places one in a position of wanting some services NOW that will have to come later as the company continues to evolve.

January 2017

Manny from Silva IT Services

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2017

New way for IT Support

We are a small IT Support service provider. Growing our client base was always going to be a problem as access to quality trained IT Tech's are not always available. Changing our business model from break-fix to Managed Support via Atera, allowed our business to grow without the huge overhead costs. Our clients are impressed as we are able to predict risks to business without costly site visits. Atera's service is great and product is very easy to use out the box.

Pros

Easy to use
Full training available
Great support team
Good product development
Very cost effective

Cons

Non

April 2016

Anonymous

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

April 2016

Undoubtably one of the easiest Cloud Based MSP solutions on the market.

We've swapped from SolarWinds N-Able and haven't looked back. There are some more advanced management features missing that some of other providers offer however in reality we rarely used them and when we did they were exceptionally complicated and usually it was just easier to remote into the machine and fix manually. Support from the Atera team has been great and there's been several updates to the system adding new features in three months we've been using it (specifically focusing on requests from the end users).

Pros

* Easy to install light weight Agent
* Quick Remote Support Tool
* Easy per Technician Pricing Structure with Unlimited Device Management
* Integrated Cloud Backup and Email Threat/Spam Protection
* Modern, Clean Cloud based User Interface and Dashboard
* Built-In Ticketing System integrates with supported Zapier apps for Accounting and Billing
* Ticketing System has time tracking built it.
* Audible Alerts on Device Failure
* Help Desk agent allows clients to submit tickets with key-combination (Screen shots are attached to the ticket)

Cons

* Lacks the advanced Remote Command Prompt other solutions provide.
* No Apple Mac Agent (Mac clients are monitored via SNMP)
* Mobile portal lacks some of the features of the full site.
* No Integrated AV (But has support to monitor third party AV)
* No Dedicated Mobile App (Though they focus heavily on their Mobile Portal)
* Would like more options to customization the branding

February 2018

Jim from Keenan Techologies, LLC

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

February 2018

So far so good, perfect for a small business, MSP or not!

It is allowing me to offer a more worldly service from a single end user set up.

Pros

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.

Cons

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.

March 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

5 of 5

Functionality

4 of 5

March 2018

A great tool for a IT support helpdesk

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

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.

November 2015

Stijn from Chief Outsiders

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

November 2015

Cloud based MSP All-in-one software

I've recommended companies that need helpdesk and monitoring software to look at Atera vs. traditional on premises solutions like Kaseya and connectwise. I always get great feedback from both the owners and the users about the ease of use and onboarding, and the value of pricing per user vs. pricing per device. And its truly 100% SaaS. The company is still small and does not have people on the ground in many countries, but does all the support remote and that seems to work well.

Pros

100% SaaS, price per technician, per month. No long term commitments. Combines fully integrated suite for :
1. Technical management of the SMB’s networks.
2. Relationship & Service Desk management between the MSP and the individual SMB.
3. Internal Business management of the MSP’s Business.
4. Remote Control/Support of Servers, Workstations and Networks.
5. Integrated Cloud Services

Cons

Relatively new company. Product has been out for 1+ year now. No local support, but all online out of Israel. Only SaaS pricing (cannot "buy out" complete license), but it's so much cheaper vs. competition that this is no real issue.

February 2018

Devon from Cloud Choice Technologies, Inc.

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

February 2018

The software is very user friendly and allows us to quickly work with customers.

This software allows us to assist our customers.

Pros

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.

Cons

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.

April 2016

Parker from Computer Geeks

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

April 2016

Atera for MSP's.

As the IT industry evolves, we have to also evolve to meet the needs of our clients. Our IT Company has seen a lot of changes in the industry over the last 20 years. In order to compete in this competitive market, we need to be in constant contact with our clients and to be able to quickly address their issues. Over the last year, our managers have been beta testing Managed Services Software products. They made a decision to buy a RMM package from a reputable company that wanted to break into this market. Their product offered an extensive feature list but it was too difficult to use for our staff and they did not invest the time to training and integration. So, after a year of wasting money, the owners of the company decided to go a different direction. They chose Atera, a full featured RMM and PSA product that is priced different than the rest of the market. This pricing model was what first attracted us to this product. Being a small company with a limited budget, we watch all monthly expenditures. Pricing based on the number of active Technicians just made sense to us and our clients. After the 30 Day trial period, communicating with Atera Sales and Support, we felt like this product was a perfect fit. The interface is easy to understand and Atera Support has been responsive and knowledgeable. We are still in the beginning stages of deployment and so far, we are very pleased with the performance and the Atera staff.

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

January 2016

Merrell from Logic Observer

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

January 2016

Very polished, powerful, turnkey out of the box solution to being an MSP!

After running Labtech and other RMM software for years, I discovered Atera through a friend. Right away, the licensing of Atera was appealing after being hit with per-endpoint licensing of Labtech for years. Atera's cost per MSP Technician was a huge relief! When I installed the software and started deploying it, I found that the default features and configuration was good to use right out of the box! Getting 2 major clients setup in Atera was a breeze and everything I wanted to modify along the way was super self-explanitory. The staff at Atera emailed me due to some questions I had with deployment and they were amazingly helpful with great bedside manner. As I've gotten into more and more customization, I'm seeing that the features and functionality is very simple yet it has a couple key features (Automation Rules and Scripts) where you can really go the distance to expand Ateras functionality into doing amazing things! Atera's Helpdesk ticketing system is fantastic, and my customers are really enjoying a much better user interface for their tickets than my previous RMM ticketing system! I'm giving Atera 5 stars except for "Overall" only because it's still being developed and I'm looking forward to what expanded features are on the way! Any bugs I've found have been either cosmetic or minor -- nothing at all with the functionality or features. Good work, guys - Keep it up.

April 2016

Brad from My Local IT Guy


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

April 2016

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

Pros

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.

Cons

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