Stay Away from ATERA.
Updated March 17, 2021

Stay Away from ATERA.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Atera

Used by the whole organization to support outside clients.
  • Follow up with issues and working to resolve satisfactorily.
  • Identify Chat feature. I didn't know about it until talking with Isaac.
  • After resolving issues, Atera has had a positive impact on my business.
Everything has been overshadowed by Atera's Negative qualities.
Windows Server, Microsoft 365 (formerly Office 365), Microsoft Azure Active Directory, Microsoft SQL Server, Microsoft Exchange, Hyper-V, Microsoft Network Monitor (Discontinued), Acronis True Image, NordVPN Teams, Ubiquiti Networks UniFi, Webroot Business Endpoint Protection, Malwarebytes, CS SoftDent Software, ChiroTouch, Carbonite Endpoint, OneDrive, MS SharePoint, Splashtop Remote Support, TeamViewer, Zoho Assist, Zoho Desk, Microsoft Remote Desktop Connection Manager (RDCMan), Remote Desktop Manager, AnyDesk, SonicWall TZ, NETGEAR Ethernet Switches, NETGEAR ProSafe Managed Switches, 3Com Baseline Switches (Discontinued)
After the review, I was contacted to discuss the issues. We had a good, productive discussion and plan to resolve issues.

My experience has shown they do not care about their customers, this is how I came to this conclusion:
  1. It takes them weeks (occasionally days) to acknowledge, respond/reply to requests (support or other).
  2. They do not respond to billing support requests. They haven't/don't fix billing errors.
  3. Blocking account login, when not appropriate.
  4. Sluggish/slow access, persistent lack of access for remote support option.
  5. Incorrect disabling of access.

Atera Feature Ratings

Remote monitoring
Network device monitoring
Patch Management
Not Rated
Policy-based automation
Not Rated

Atera Support

I would have given them a ZERO, but that wasn't offered.

Updated rating since communications with Atera over the past month has been very good.
Knowledgeable team
Slow Resolution
Poor followup
Problems left unsolved
Not kept informed
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
I don't [recommend] spending any money with them. I can't trust they will bill accurately, respond appropriately or at all, successfully resolve any issue, allow access to the service.