Labtech an excellent MSP framework
Updated August 17, 2016

Labtech an excellent MSP framework

Steven Peterson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with LabTech

We are currently using Labtech to support our customers IT systems. For our larger customer's we provide Labtech as a service to augment our customers Internal IT operations.
Labtech provides a framework for our automation of windows systems management, using its API we integrate our UNIX systems management as well

Pros

  • Labtech's scripting is some of the best we have used in the RMM market, while not as intuitive as others it is far more powerful
  • Labtech's Integration with ScreenConnect makes connecting to many different systems quickly very easy

Cons

  • Labtech currently can not provide very fine-grained monitoring that is needed for monitoring HA systems
  • Labtech's scalability is limited by the hosting platform. a rebuild to use a more robust hosting platform in a scale out vs scale up methodology would be greatly preferred
  • Labtechs managment system
  • Labtech's automation has made our techs more effective
  • The amount of time to get effective with the system is about 3x what was initially estimated
Labtech is a more advanced system than N-central but with the features comes complexity for an advanced MSP Labtech is better, for someone getting started N-central is faster to get setup and running.
Labtech is well suited for advanced MSP's it is a framework more than a solution. The time involved in setting it up is quite high compared to other RMM's we have used. The analogy i use to describe lab tech is it is an erector set, you can do just about anything you want with it.

It currently uses a windows-based console to access the system, We would prefer a full web console just for being able to access the system universally

Evaluating LabTech and Competitors

Yes - We replaced Solarwinds N-Able with Labtech, The primary reason at the time was Mac and Linux support, while N-Able had basic (very basic) support for the platforms it did not work more than half the time.
  • Product Features
  • Analyst Reports
  • Third-party Reviews
The most important factor was a Mac Agent that worked and allowed us to execute free form unix scripts on the machine
Not at this time

LabTech Support

Due to the Long response windows, Tickets closed with check the Knowledge base or copies of articles i have seen and tried. We pay Labtech for their software and support. When we have an issue causing us trouble and would like help we do not get it, a response like go to the Knowledge base is a cold shoulder.
ProsCons
None
Slow Resolution
Poor followup
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Slow Initial Response
No - We pay for the standard support given to all customers, A premium support plan does exists but the cost is substantial.
Over the time i have been with lab tech the quality of service has gone down, the time to initial response for critical issues is multiple of days
No i have never received what i would call exceptional support from ConectWise for Labtech

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