There are a lot of services an MSP can sell its customers, but almost every MSP includes BDR services as one of its core offerings. For this month’s product review, Business Solutions once again turned to MSP Remote Technology Management (RTM). CEO Eric Brown and Technical Manager Kevin Danis tested seven BDR solutions in their Massachusetts test lab over a two-week period, investing more than 40 hours. True to RTM’s conclusion when it tested RMM (remote monitoring and management) products for our January issue, Brown says, “There is no single solution that meets every MSP’s needs perfectly.” To that end, we share highlights of RTM’s tests of the following vendors: Asigra, Axcient, CharTec, Datto, KineticD, StorageCraft, and Unitrends. The MSP met with key product experts from each of the above vendor companies and went through the onboarding process with each one.
After reviewing this product, describe your overall assessment.
Customer service is excellent when it comes to the appliance and the backup agent. All answers were correct and received quickly via their ticket system (accessible to only the reseller), and they have a well-documented knowledge base, which is also accessible to the reseller only. The support fell short when it came to backups involving Apple. Datto supports an AFP share functionality to enable it as a TimeMachine backup target. It took sever tickets and escalations to get the AFP share accessible to the Mac agent.
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