A sleeper RMM for tomorrow's Service Provider
October 22, 2020

A sleeper RMM for tomorrow's Service Provider

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Continuum Command, a ConnectWise solution

  • Product deployment and configuration
  • Customer support / Help desk
  • Turnkey managed services
Yes, especially before the merger, the Continuum folks were always fantastic to work with and always sought to help MSPs tackle their issues whatever they may be. In our case, like many, we had grown to a point where we either needed to hire more employees in-house to manage our deployment software, or, out-source.
Continuum Command paired with their NOC team is a very scalable solution.
  • Grouping/Reporting: static organization as well as dynamically and quickly getting inventory and other machine-based information
  • Out-sourced teams do a good job of handling small things without much input as long as you are clear and concise.
  • Patching is likely the best thing about their platform. Windows patch testing is actually performed in house and they make recommendations for you. Allowing you to push through patches if you know someone needs something. But this is a major task that very few if anyone else does.
  • The merger with ConnectWise has caused a lot of what was good about the partnership to fall off. As such, the outlook is grim as it seems it will be a long road to get the tools, and people fully aligned and integrated.
  • Developmentally the tool is very in-between in places. A much older slower system is on the way out and the new stuff is great. But it's often not as reliable and there is still a lot that needs updating.
  • Organization/layout in general is confusing and suffers greatly as a result of the slow transition to the newer/improved system. It's easy for new users to get lost/not know how or where to look for the best information/task execution.
When we started with them, Continuum was a very different company. The way they partnered with people made the term seem wrong the way everyone else was using it, "partner": we really felt like one!
The tool itself left much to be desired compared to some of the more "heavy-duty" tools that exist. Not nearly as flexible or robust. But the tool was built on the premise of using it in conjunction with their NOC team, which in this light really helps polish over the technological shortcomings of the products that must be completely maintained in-house.
This product does not really assist in the realm of "project management". Being an RMM tool, its sole purpose is really to get you access to and data around your clients. In this way, I suppose it does help the project management process but there are no features that relate to "projects" in particular. Only the bare minimum relationship to be drawn to whatever client you may be referring to. After that, it is supplying remote access, patching, and monitoring/scripting capabilities to devices.
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...
Before the merger, I'd have likely rated them a 9. But I think it's smart to be pessimistic about the tool at the moment. Not that the end result won't be great, but I believe people would be better off on a more stable tool if they have to pick/change right this minute. Once ConnectWise has had Continuum Command for a few years and all the dust has settled, this product will likely shoot back up in recommendations.