Based on the feedback of our loyal readers, we’re proud to bring you product reviews as a new editorial inclusion this year. Because of the growing interest in the managed services business model, we kicked off our testing with RMM software. Remote Technology Management (RTM), an MSP based in the Boston area and headed up by CEO Eric Brown, performed the testing over a four-week period. Brown, along with his team of technology consultants, tested seven RMM tools and shared feedback on the highlights and lowlights of each one. The seven RMM tools tested were from the following vendors: Continuum, GFI, Kaseya, LabTech, Level Platforms, N-able, and Dell packetTrap.
Below are RTM’s comments on one of the vendors tested. To view the entire product test, which compares all seven RMM products, click here.
Does the RMM vendor have a NOC?
Yes. The NOC is available for an extra monthly fee. An MSP can off-load some monitoring and patch management to Kaseya. NOC support is proactive and includes work stations and servers, patch management, and ping tests. The cost is per month per server; there is a small additional cost to add AV management, patch management, and Pingcheck.
Agent vs. Agentless
Kaseya uses agents for remote monitoring and management. It has agents available for Windows, Mac, and Linux. It can also manage Unix machines via SSH (no agent). The agent runs a hardware/software audit as soon as installed. The software audit includes license keys. It can report in HTML, Excel, and PDF formats and supports custom audit fields (e.g. building, room #, etc.). The agent must be installed on at least one machine. It can then be deployed remotely through the Kaseya console (LAN discovery).
SaaS vs. On-Premise
Kaseya can be deployed in a SaaS or on-premise manner.
MDM (mobile device management) Support
Android, BlackBerry, and iOS agents are available now. A Windows Mobile agent is "on the Kaseya road map and is tied to the launch of Windows 8." MDM started as a separate add-on. Now mobile devices are treated like any other managed device/node. So for pricing/licensing: 1 server = 1 Windows PC = 1 Mac = 1 Linux = 1 iOS = 1 Android
The Kaseya RMM tool allows the MSP to define custom views of agents/devices based on any criteria (software version, etc.)
"Groups" = customers
Remote control is based on VNC (with RDP as well). Performance proved to be slow and unreliable during our tests.
Did you run into any problems? Explain.
Performance proved to be slow and unreliable during our tests. Check out this side-by-side comparison of Kaseya’s performance compared to LogMeIn.
What is your overall assessment?
Because we had several instances where it took more than two minutes to connect to a remote end point and several instances where the connection failed altogether, we would not feel comfortable using this product. It's possible that the glitches we encountered were caused by using an unsupported version of a browser or something else that would be easily corrected, but the reality is that the other products didn't have these problems, plus we often use our RMM tool at a customers' site, using their computers, so we don't always have complete control over browser versions and codecs.