Barracuda RMM vs. ConnectWise RMM

With a lot of fine-tuning, it works very well to keep the Tier 2 team aware of almost any variable of interest of notification from your servers. You can automate scripts to deploy based on these events. It's cut down the amount of time spent digging around for answers or sifting through logs. Software deployment could use a lot of work for simplicity. We opted for other apps to accomplish this. The helpdesk function may work for those needing something basic, but again, we opted for a full ITSM based on ITIL. It works well for Remote Desktop Support, even for support on the fly for those who don't have the Premium Desktop app installed.

Incentivized

ConnectWise RMM is well suited for my small IT business to keep track of my many clients that a company like mine with less than 5 employees to monitor in one interface. It is very easy to implement, monitor and setup alerts. The monitor of patching is one of the main reasons we went with ConnectWise RMM. We use their ScreenConnect software as wells.

Incentivized

• Very good reporting. We provide monthly reports to our customers on remote access, patching, etc.
• Multiple methods of remote access. This is helpful because different scenarios require different remote access methods.
• The site is easy to navigate/manage. There is not a big learning curve for new employees.

Incentivized

• Provides lightweight, easy to install software agent to deploy to client devices
• Robust reporting, including hardware & installed software reports
• Provides generally stable service for remote access to client devices

Incentivized

• Sometimes when using Premium Remote it says that the wrong password was entered but the password is auto-filled by the program, not the user.

Incentivized

• We lost some functionality with LogMeIn after moving to Command - starting services, adding users in the background on PCs
• Setting up MAC users is not easy
• resolving existing tickets in the portal - understanding the ConnectWise notes
• Account Management - Since ConnectWise took over, we have no idea who our account management team is.
• Patch Management needs more improvement

Incentivized

We've tried many times to work with support to accomplish various tasks in the system with minimal responsiveness and success. Most of what we have accomplished has been without support and through trial/error.

Incentivized

AVG Managed Workplace has more tools and features. The pre-existing templates and alerts are working properly while Continuum does not even provide service like that. There are some specific tools to work with and they are super easy to complete the task, for example, you can show what was replaced for your client. You can do it with others and even with Excel, but with table grid view mode of AVG will help you to do it more easily.

Incentivized

Automate (LabTech) would be the aforementioned "heavy-duty" kind of RMM tool. It's big, it's complex, and very capable compared to Continuum Command. That said, the impetus is very much on the service provider to configure and maintain nearly 100% of the product, whereas in Continuum Command there is a lot that is maintained by their team for you. Even without paying for the premium NOC services, the cloud-first construction and other specific features (like the Windows patch testing and delaying, etc.) are clear wins over the more traditional RMMs like Automate. Automate certainly wins in the technical prowess department. Its scripting engine and level of customization are unrivaled across basically all of the rest of the tools out there. As such, it will be very interesting to see what happens now that these two products live under the same roof. Hopefully, someday, a powerful hybrid of the tool that ConnectWise can focus all development on that harness the positives of each. Keep your eyes peeled...

Incentivized

• Saves time for employees which saves money for the company.
• Easy to sell something that gives peace of mind to a customer knowing someone is watching their stuff 24/7.

Incentivized

• The product upgrades stay up to date with our business needs.
• The product is an important part of our overall budget.
• The product helps with the planning and success of our Department.

Incentivized