Atera seems good on paper, but can it deal with common managed service provider (MSP) issues?
It offers a comprehensive set of MSP tools such as remote support, RMM, reporting, help desk, and billing. It has a clean dashboard that can run scripts, manage alerts, remotely connect, stop and start services, and create tickets in a click. To boost its support features, it integrates with third-party apps like Ninite Pro, IT Glue, and QuickBooks Online. It’s also one of the more affordable platforms, available in the market for as low as $79 per technician/month.
According to SmarterMSP.com, the following are the top MSP hurdles:
- Adjusting price increase and upgrading products
- Time management
- Scheduling projects
- Repetitive tasks
- Explaining things to customers who aren’t digitally savvy
- Convincing clients to upgrade servers and infrastructures
To evaluate if Atera can handle these MSP trouble spots, we present this guide on the pros and cons of Atera. We hope to give you an overview of the important factors to consider looking into this IT service management software.
What are the Pros and Cons of Atera?
The MSP market is geared to continuously expand and reach a market share of as much as $18.45 billion by 2021. It’s essential for MSPs to have a reliable IT service management software to conquer the competition and lead the pack.
On a broader scope, having reliable IT service management software means the IT manager can take on a more active role as part of the company’s strategic team. IT managers today are expected to be more than just experts in software and hardware, but business analysts who can demonstrate the ROI of tech tools. IT management software equips them to generate insights on incidents and problems and asset value, all key metrics to coming up with tech ROI.
What is Atera?
Atera is a popular IT service management software that has its roots in Tel Aviv, Israel. It’s been in the business since 2011 and it has offices in North America and Europe. Atera is famous for pioneering the combination of remote control, PSA, and RMM in one hub. The integration of the following functions in one portal significantly streamlined IT service management. Its scalable IT service management tools are ideal for rapidly expanding SMBs and startups.
For its remote monitoring and management features, it gives its users the ability to have real-time monitoring alerts, full automation, scripting, patch management, and analytics. When it comes to its automated professional services, it boasts of a robust helpdesk software with billing tools made available to its users. The features are also adjustable to changing contracts.
Apart from pioneering the integration of fundamental IT tools, another notable Atera attribute is its unique pricing plan. Atera transformed the market when it introduced its per technician billing bundles that allowed unlimited seats for the price of an entry-level basic package. This modern pricing mechanism attracted cost-efficient businesses.
The fact the Atera offers an integrated IT service management portal with affordable price points can easily support the conclusion that Atera indeed packs a punch. Here’s a list of its key features:
- Remote Monitoring and Management (RMM)
- Professional Services Automation (PSA)
- Best-in-class Remote Access
- Mobile Technician Management
- Billing and Invoicing
- Benchmarks
- Reporting and Analytics
- Real-time alerts
- IT automation
- Custom scripting
- Contracts and SLA
- Service Desk
- Patch Management
- Mobile View
- Chat and File Transfer
- Help Desk and Ticketing
- Contracts and Services Management
What are the cybersecurity measures in Atera?
Cybersecurity is a crucial consideration for managed service providers (MSPs), especially when remotely managing IT systems for clients. Ensuring data safety, preventing unauthorized access, and securing sensitive client information are essential. While Atera provides a robust platform for IT management, it’s beneficial to examine its cybersecurity capabilities and the steps MSPs can take to enhance security.
- Endpoint Protection
Atera allows for endpoint monitoring, enabling MSPs to monitor all connected devices. However, integrating dedicated endpoint security software, such as antivirus and anti-malware tools, can further secure client devices against cyber threats. - Data Encryption
Ensuring data encryption, both in transit and at rest, is fundamental for protecting sensitive information. MSPs should verify that Atera supports encryption protocols to safeguard client data during remote access sessions. - User Authentication
Multi-factor authentication (MFA) is recommended for Atera’s platform to prevent unauthorized access. Enabling MFA adds an extra layer of security, ensuring that only verified users can access the system. - Patch Management
Regular patch management, which Atera supports, is crucial for cybersecurity. By keeping systems updated with the latest patches, MSPs can prevent vulnerabilities that cybercriminals could exploit. - Access Controls
Implementing strict access controls within Atera helps MSPs assign roles and limit access based on each user’s responsibilities. Role-based access can minimize risks by ensuring only authorized personnel access sensitive data. - Integration with Cybersecurity Tools
While Atera integrates with various third-party applications, adding dedicated cybersecurity tools, such as firewalls, intrusion detection systems (IDS), or tools like BitDefender, can provide enhanced security layers. - Audit Logs and Reporting
Atera’s reporting features can also be used to monitor security incidents. MSPs should regularly review audit logs and activity reports to detect any unusual patterns that may indicate a security breach.
What follows are particular pros and cons of Atera that were arrived at by evaluating Atera tools and features together in contrast with challenges that MSPs encounter.
Pricing
Atera pricing is its ultimate advantage. Atera is the no-brainer choice when it comes to cost-efficiency for it bases its pricing on the number of technicians and not on the number of agents. Other IT service management software based their service rates on the number of agents or devices resulting to exorbitant rates that defeat the very essence of outsourcing service to maximize cost-efficiency. With the way that it packages its services and the number of unlimited seats that users can have for as low as $79/month, it’s as if the software is free. It bears stressing that you can have as many customers and the billing will remain as it is so long as the number of your technicians remain the same. Their per technician billing is uber cost-efficient and business-friendly.
Tools
Atera provides comprehensive tools for SMB in the MSP field. You can consider it as a one-stop shop for it has features for RMM and PSA that allows remote access. All the essential tools to keep an MSP system smoothly running is available to its users. It’s ideal for users who are just beginning to venture on providing managed service because it makes the workflow streamlined, direct, and clean.
Monitoring
Atera real-time monitoring tools can stand toe to toe with top IT management software that large enterprises use. Its extensive and comprehensive design can seamlessly monitor networks, servers, directories, SQL servers, VMwares, Hyper-V & SNMP enabled devices, system resources, logged in users, IPs, and updates. It can track and solve issues even before problems and bugs occur.
Remote Access
Atera has robust remote access tools that allow agents to explore, control, configure, evaluate, and check remote desktops, servers, computers, files, and applications in a snap. Through this tool, agents can quickly determine the root of errors and bugs. In addition, the tool also grants more liberty and space for agents to freely troubleshoot and diagnose problems. Frustrations will be a thing of the past for agents who deal with customers that are not tech savvy can simply do the troubleshooting by themselves. Confusion is effectively taken out of the equation.
Management
Management is easy and fast with Atera tools and features that streamline monitoring, ticketing, problem-solving, and troubleshooting by placing all functions in one integrated hub. The combination of these essential MSP tools makes IT management easy, hassle-free, and time-saving as opposed to having separate software for each function.
Ticketing
The software’s ticketing system is intuitive with tools that allow for the creation of tickets not only on the technician’s side but also on the client’s side. This mechanism makes problem-solving faster because either party can initiate, book, and record error and bug reports. Instant communication and resolution take place because ticket syncing is automated. In addition, emails can even be used to take on new and resolved tickets.
User Interface
Atera UI is clean and simple making it easy for technicians and agents to operate the dashboard. The interphase is straightforward. Users will find themselves not needing to be trained even if Atera provides onboarding sessions. With its sleek and uncomplicated design, there will be no learning curve that can impede productivity.
Mac Agent
Atera has a Mac agent. However, users will need to pay more for it. The Mac agent does not come with its basic package. Having access to a Mac agent will cost $30 more per month as it’s available for $119/month. The pricing becomes steeper with a Mac agent but it’s still significantly more affordable compared to other IT management software with agent-centered billing packages that offer Mac scripts and agents.
Live Chat
Atera just added its live chat feature last year. It boosts the software’s support function because it allows for agents who are remotely accessing a desktop or computer to still chat with the person who’s manning the remotely accessed computer through the live chat. The design allows for live chat and remote computer access to be done at the same time. This is on top of the regular live chat features that provide easy, responsive, and instant connections to clients that Atera tools allow. Through this, troubleshooting and problem solving is easier.
Notifications
Atera notification functions are commendable. Users will find themselves pleasantly surprised with extensive monitoring and warning-protocol that Atera provides. All factors and aspects are taken care of for it will send warnings and notifications involving the temperature of your servers, critical storage level, or backup maintenance. You can rest assured that you’d get instant notifications whenever your server is too hot or your about to lose storage space.
Reports
Atera gives its users the liberty to choose from an array of reports and metrics. These reports are available on demand so analysis and problem solving can be done any time. Users can also opt to create scheduled automated reports. Reports cover software inventory, patch and automation feedback, Microsoft licensing, agent health, customer health, system inventory audit, and system health at-a-glance. These reports can be used as reference and proof come a time when a system upgrade is necessary and users are having a hard time convincing their clients that an upgrade is imminent.
Integrations
Atera integrates with third-party apps like QuickBooks Online, Webroot, Ninite Pro, Warranty Master, TeamViewer, and Zapier. It would be better if the app integrates with cybersecurity apps as well, like BitDefender.
Mobile App
Atera is accessible in mobile devices through its mobile-friendly website. A native mobile app was promised to arrive in the fourth quarter of 2019.
Language Support
The app comes in the English language. An updated version with a multi-language format will be a welcome improvement for its international users.
Billing
Atera has a tool that makes billing and invoice creation hassle-free. It even has a batch-billing feature that allows users to send an invoice to numerous customers at the same time. As it is integrated with the system, users can easily reference tickets, expenses, time entries, and service items. Such items can even also be exported directly to third-party accounting apps.
Compatibility
Atera can seamlessly monitor and service Windows, Mac, and Linux systems.
Conclusion
Considering the list and today’s demands and challenges to managed services providers, we can confirm that Atera is a good choice. Its pricing scheme answers to the very challenge that MSPs face. It also provides solutions for scheduling, repetitive tasks, customer interaction, and upgrades. Given that it is scalable and cost-efficient, it can allow managed services providers to provide top-class service with affordable and business-friendly pricing. Atera will empower its users to confidently compete with other service providers.
Key Insights
- Cost-Efficiency: Atera’s pricing model is highly cost-effective, particularly due to its per technician billing system which allows unlimited seats at a fixed rate.
- Comprehensive Toolset: Offers a robust set of tools including Remote Monitoring and Management (RMM), Professional Services Automation (PSA), and best-in-class remote access, making it a one-stop solution for MSPs.
- Real-Time Monitoring: Provides extensive real-time monitoring capabilities that can seamlessly track and resolve issues before they become significant problems.
- Remote Access: Features strong remote access tools enabling agents to efficiently troubleshoot and diagnose problems, minimizing customer confusion.
- Intuitive Management: Simplifies management processes with an integrated hub for monitoring, ticketing, problem-solving, and troubleshooting.
- User-Friendly Interface: The clean and straightforward user interface ensures ease of use with minimal training required.
- Extensive Integration: Supports integration with various third-party applications like QuickBooks Online, Webroot, and TeamViewer, enhancing its functionality.
- Scalable: Designed to scale with growing SMBs and startups, making it suitable for rapidly expanding businesses.
- Reporting and Analytics: Offers customizable and scheduled reports, providing valuable insights for system health and upgrade requirements.
- Live Chat Support: Enhances support features with a live chat function that can be used concurrently with remote desktop access.
FAQ
- What are the main pros of Atera? The pros of Atera include cost-efficient pricing, a comprehensive feature set, real-time monitoring, robust remote access, intuitive ticketing management, and the ability to integrate with third-party apps. Additionally, while the Mac agent is not included in the basic package, it is still competitively priced as an add-on.
- Can Atera handle common managed service provider (MSP) issues? Yes, Atera offers a comprehensive set of MSP tools such as remote support, RMM, reporting, help desk, and billing. It has a clean dashboard that can run scripts, manage alerts, remotely connect, stop and start services, and create tickets in a click. It also integrates with third-party apps like Ninite Pro, IT Glue, and QuickBooks Online, and is available for as low as $79 per technician per month, making it an affordable solution for common MSP issues.
- What makes Atera’s pricing model advantageous? Atera’s pricing model is advantageous because it charges per technician rather than per agent or device. This allows businesses to add unlimited seats without additional costs, making it highly cost-efficient. For example, for $79 per technician per month, users can have as many customers as needed without increasing the billing.
- How does Atera simplify IT management? Atera simplifies IT management by integrating essential MSP tools into a single hub, which streamlines monitoring, ticketing, problem-solving, and troubleshooting. This integration makes IT management more efficient, reducing the need for multiple software solutions.
- What types of systems can Atera monitor and service? Atera can seamlessly monitor and service Windows, Mac, and Linux systems, making it a versatile solution for different operating environments.
- What additional cost is associated with Atera’s Mac agent? Access to Atera’s Mac agent costs an additional $30 per month, making the total cost $119 per month. Despite this additional cost, it remains more affordable than other IT management software with agent-centered billing packages.
- What reporting capabilities does Atera offer? Atera provides a variety of customizable reports and metrics available on demand. Users can also create scheduled automated reports covering software inventory, patch and automation feedback, Microsoft licensing, agent health, customer health, and system inventory audit, among others.
- Does Atera support mobile access? Yes, Atera is accessible via mobile devices through its mobile-friendly website. A native mobile app was also announced to be arriving in the fourth quarter of 2019, enhancing its mobile accessibility.
- How does Atera’s live chat feature enhance its support functions? Atera’s live chat feature allows agents to chat with the person manning the remotely accessed computer while still performing remote access tasks. This concurrent functionality facilitates easier troubleshooting and problem-solving.
- What kind of integrations does Atera support? Atera supports integration with various third-party applications such as QuickBooks Online, Webroot, Ninite Pro, Warranty Master, TeamViewer, and Zapier. It would benefit from integrating with cybersecurity apps like BitDefender as well.
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