Item: Datto RMM
Rating: 1
Author: Verified User

Use Cases and Deployment Scope

We migrated to Datto after their purchase of Open Mesh. We were in need of an RMM solution and their one-stop approach seemed to be a good fit. We have dozens of clients across industries with a combined 3,000 users. Our goal was the integration of all Datto products and services throughout the client base. We were trying to standardize products across clients and having a decent experience with the Open Mesh team and their product leading up to the merger, it seemed like a natural fit.

Pros and Cons

Sales calls and sales engineers
ALTO Backup solution was decent
A few support reps were helpful

Their hardware was terrible. We had one product fail four times in 3 months, another fail twice in six months. Same client.
The RMM is poorly coded, designed and implemented.
Autotask was a decent integration until the integration failed and couldn't be resolved.

Most Important Features

A stable and reliable product
Quality customer support
Quality interaction when there is a problem with the company

Return on Investment

I lost a client because of numerous hardware failures
I had a client that lost data because the Datto backup didn't work
I've spent more money in the implementation of Datto because of all the issues than my ROI for at least a year.

Alternatives Considered

N-able N-central (formerly Solarwinds N-Central)

Both Datto and SolarWinds leave a lot to be desired but from a technological aspect, but SolarWinds products are substantially better. At least when they aren't being hacked. SolarWinds was an intuitive design with some decent features that made management much more seamless and, well profitable. Datto products are nearly impossible to implement out of the box and even after months of customization, their RMM products were terrible.

Key Insights

Do you think Datto RMM delivers good value for the price?

Are you happy with Datto RMM's feature set?

Did Datto RMM live up to sales and marketing promises?

Did implementation of Datto RMM go as expected?

Would you buy Datto RMM again?

Other Software Used

N-able Backup (formerly Solarwinds Backup), N-able MSP Manager (formerly Solarwinds MSP Manager), Atera

Likelihood to Recommend

Datto is probably suited best for providers that are starting out or don't care much about client satisfaction. Hardware failures should be the exception, not the rule. It is the other way around with Datto products. They have horrible support and management [in my experience] and really don't want to solve any problems. I used their File Protection service as well as their Workplace service, both were abysmal failures [in my opinion]. The file protection failed within two weeks of installation and could never be resolved. Workplace worked 50% of the time, the app crashed the other 50% of the time. New Dell PowerEdge with Windows 2019 so no, the hardware was not an issue.

Steer clear of Datto products and services

Overall Satisfaction with Datto RMM