Atera vs New Relic

• Remote Access--Splashtop provides direct access so we can see what users see and help them with current issues
• Sound Troubleshooting--Splashtop is phenomenal in pulling sound from the machine and helping with remote sound troubleshooting
• Remote Background Access
• Patch Management--While we have other solutions for mass patch management, whenever we run into a machine being stubborn, I just turn to Atera and target that machine directly to install the annoying patches. Seems to work beautifully. I rarely get an error on install.
• CMD/Powershell Access--The ability to remote CMD and remote Powershell is key to solving lots of remote issues. This access is better than most other platforms and once setup is easier than actual Powershell remoting. A real plus.

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• The New Relic agent does a great job of monitoring and profiling an application.
• The New Relic alerts make it easy for us to define when individuals should be alerted to an issue.
• New Relic Synthetics helps us monitor our websites and provide insights into our uptimes.

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• Ticket automation, more options to specific cases or conditions, and change client assigned to ticket, or be able to assign a ticket for the client without hassle of emailing them back or having to create a fake contact.
• Include notes for client that are not file attachments, maybe integration with a cloud service like Google Docs or OneDrive.
• Integration with other remote access tools would be helpful.

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• Sometimes we can't drill down deep enough on errors or traces.
• Inter communication paths are not obvious (stack) though service maps are helpful at times.
• I often feel like it's not really built for cloud monitoring and microservices.
• There are additional plugins that our IT dept can't seem to get working with our product, like Kubernetes, PostgreSQL.

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• High ROI is beacuse of the licencing model by technician instead of by agent.
• Negative impact is that we are not billed in our own currency, so we have to add exchange rate fee.
• Give us a good challenge on our customer offer.

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• I can't speak to this specifically as I'm just an end user, so I'll speak in terms of the impact on our team. We've used New Relic to monitor a new page we're still in the process of fully rolling out.
• It allows us to keep an eye on our overall page performance (several different metrics), JavaScript error rate, and other custom logging to make sure the new page is not having any significant downturns in these areas.
• By comparing these stats to the previous version of the page, we can feel confident in continuing to roll out the new page, and get early warning signs if something goes wrong.
• Our high priority alerts are tied in to OpsGenie so we get custom notifications off hours.

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