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Pros & Cons of Atera: Analysis of a Leading IT Service Management Software

Category: B2B News
What are the main pros of Atera?
The pros of Atera are its cost-efficient pricing, one-stop-shop feature set, real-time monitoring, remote access and intuitive ticketing management. It can also install a Mac agent but this doesn’t come with the basic package. As an add-on, Atera’s Mac agent is still competitive cost-wise at $30 more per month.

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:

  1. Adjusting price increase and upgrading products
  2. Time management
  3. Scheduling projects
  4. Repetitive tasks
  5. Explaining things to customers who aren’t digitally savvy
  6. 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.

atera pros and cons

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.

You can also give this platform a closer look when you sign up for an Atera free trial here.

Atera

An award given to products our B2B experts find especially valuable for companies

Atera won our Expert's Choice Award for 2019

Our score
9.0
User satisfaction
100%

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 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 is 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. You can sign up for an Atera free trial here.

By Louie Andre

B2B & SaaS market analyst and senior writer for FinancesOnline. He is most interested in project management solutions, believing all businesses are a work in progress. No stranger to small business hiccups and drama, having been involved in a few internet startups. Prior to his for-profit ventures, he has had managed corporate communications for a Kansas City-based Children International unit.

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