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The tool for strategic Managed Services partners
Updated December 20, 2023

The tool for strategic Managed Services partners

Ali Gaeta | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with LogicMonitor

We use LogicMonitor for network and other network infrastructure monitoring and alert generation as a Managed Services Partner. We have recently transitioned from another tool that was not powerful enough and not customizable enough for our growing MSP business. We have a large enterprise customer that we couldn't effectively monitor/manage with our legacy tool. Thus LogicMonitor gives us the interface to do so in a more effective way. As an MSP providing business intelligence data and striving to proactively optimize our customers. LogicMonitor gives that data and view under the hood into so many systems for us to use to our advantage.
  • Granular data and metrics on all types of systems WITH graphical display
  • Range of products supported is vast and way more robust than our legacy mon tool
  • Customization abounds, and a lot of options to really make it work for customer nuances - a must for an MSP-used tool
  • Dashboards are key for internal management as well as providing MSPs a view and value add
  • Integration capabilities with PSA/Ticketing Tools lack customization for multiple calls/actions per alert function
  • Netflow/traffic analytics could show endpoints vs. IPs for all the popular ones, ex: Facebook, youtube, Netflix, etc.
  • GUI could be beautified...think Apple OS and easy buttons. Some of the navigation is cumbersome
  • Reports function ... cumbersome, drag and drop would be lovely since properties to not auto-populate
  • We are still migrating customers to LogicMonitor from our legacy tool, so no hard numbers yet or major ROI documented yet.
  • Positive impact is we now have a tool that is accurate with the devices in our management, and we can count on alert generation
  • Our engineers on the team are seeing the data and drill down, the graphs, and are already commenting on how troubleshooting seems much easier than before. Efficient techs = techs that can do more proactive work, and a healthy MSP business
SolarWinds had the big breach just as we left it. We loved how powerful it was, and how customizable - however, it is an ON-Prem tool, and as a growing MSP, that dynamic didn't and couldn't scale. We then moved to Auvik, which had the cleanest GUI and some neat features. That took turned out to be not powerful enough, too basic, and lacked meaningful updates to keep up with changing and new tech devices. ManageEngine was also too on-prem, and the hosted option was too cumbersome. LogicMonitor was the cloud-based option that worked for us as an MSP and had the power and customization we needed.
We manage it all, on-prem, datacenter hosted, public cloud, etc. We are licensed for ~3500 LogicMonitor devices and are using 3000 at this time. We monitor infrastructure globally. One of our biggest MSP customers has ~320 manufacturing sites around the world.
LogicMonitor is a perfect mix of cloud-based automated updates but with control. Other SaaS tools we have and have used automatically update and ask for forgiveness when they break important functions. That's a huge deal to an MSP organization that can't do their job without our eyes on our customer's devices. LogicMonitor gives the ability to choose when to roll out new updates to collectors, when to update datasources, etc.
It has not, but I will be tracking our mean time to resolution as we finalize our migration into LogicMonitor and see how it affects that efficiency. The PSA integration lacks so much that we may end up needing an additional tool or in-house developed tool to sync ticket updates AND configuration data...hoping for those features coming soon!

Do you think LogicMonitor delivers good value for the price?

Yes

Are you happy with LogicMonitor's feature set?

Yes

Did LogicMonitor live up to sales and marketing promises?

Yes

Did implementation of LogicMonitor go as expected?

No

Would you buy LogicMonitor again?

Yes

After using and evaluating many monitoring tools for our MSP to use, I do feel like LogicMonitor is the best in class for power MSPs with a deep tech skill set that wants and needs the granularity and metrics LogicMonitor uncovers. An 8 because LogicMonitor still can improve in some areas, and if their GUI was updated to the modern, ease-of-use tools of today, it would be the only tool of choice! If it doesn't improve the GUI and ease of use, another player could certainly get there and push them out of the market. Ease of use with powerful = winner for any business, whether 1 or an MSP serving MANY.

Using LogicMonitor

30 - MSP technicians and managers. Company leadership. Sales Engineers.
4 - Platform engineer for the past ~4 years, has worked on managing many platforms as the lead. As the leader of the MSP practice, I am also a backup from a technical perspective. Additional escalation engineers on the team have been trained and will be expected to participate in the ongoing maintenance of the tool.
  • MSP eyes on class
  • Data and metric gatherer to provide BI information to customer leadership
  • Optimize and improve customer systems
  • Customization around properties allows tickets to come in with more fields and granularity than before
  • Dip a toe in the cloud monitoring to help us manage our clients with big azure & AWS instances
Right now likely because of the time, energy, and financial commitment to migrate to the tool.

Evaluating LogicMonitor and Competitors

Yes - Auvik. Declined customer service, monitoring non functional yet no after-hours support to address, had to wait until the holiday was over. We are an MSP using a SaaS - that was unacceptable. The resolution took escalation to the C level of the company for basic needs. Issues with collector software boils down to the inability of their tool to scale for large customers with many devices. Lack of technical device polling. Little to zero API integration functions. New devices are not even on their radar for how to poll in the interface. Seem to be 2 years behind from a technical aspect. Not enough customization on tuning alerts and devices. No easy way to monitor dual internet connections. Scanning nature meant new devices were seen, auto-managed, and we never knew or received an alert. This also meant our config database was never accurate. Devices also fell out of the tool often with no rhyme or reason. We started to spend more time trying to get the tool to function than we spent on proactively working with our customers and improving their systems.
  • Product Features
  • Product Reputation
Ability to alert with dependencies for efficiency and the ability to customize.
I wouldn't change anything so far. LogicMonitor isn't perfect, but so far - it is doing what I hoped it would.