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, they have a NOC for an additional price. Both a North America-based and an India-based NOC.
Agent vs. Agentless
Both agent and agentless monitoring is available. The agent based version provides a greater level of detail in the entire environment. Performance is good for both.
SaaS vs. On-Premise
Level Platforms can be deployed as a SaaS or on-premise. For agent-based deployments, an on-site server is required.
MDM (mobile device management) Support
Level Platform offers extensive MDM support, including support for iOS, Android, BlackBerry, and Windows mobile devices. Remote management of mobile devices is already available, and their plan for 2013 is to offer remote control of mobile devices.
Level Platforms has the most extensive on-boarding process of any RMM products evaluated. They provide in-depth training to make sure the MSP is fluent with the product before it's deployed.
What is your overall assessment?
Level Platforms has the most thorough onboarding process, which is a must-have if you're just getting into RMM. They spent 1.5 hrs. walking us through the server set up process and an additional 3.5 hours with the rest of the onboarding process. Unlike some vendors that assign you an account rep, Level Platforms assigns a client engagement manager that even helps you find new prospects. Another plus with this vendor is that every time we contacted their support line we were able to reach a person.