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Starting at HK$ 9,386 / year
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Designed for everyday heroes. Built for I.T. professionals.
All-in-one RMM and PSA platform.
RMM Software, Remote Access, IT Automations, Patch Management, Scripting, Ticketing, and Reporting.
Atero is the next-generation, purpose-built, IT management platform that enables Managed Service Providers (MSPs) and IT professionals to master the complexities of IT management, so they can be liberated to provide high-quality, real-time services for their end users, no matter where in the world they’re located. With remote working environments only becoming more and more popular, there’s a need to create and support robust hybrid work environments that function effectively for a remote workforce.
With complete control over remote monitoring and management (RMM), built-in integrations of the platforms you already know and love, and endless smart automation possibilities, it’s never been easier to keep up with end-user demands while simultaneously improving your business bottom line.
Welcome to the next level of IT
EVERYTHING YOU NEED TO GET TO WHERE YOU WANT TO BE
All-in-one solution
One comprehensive solution that encompasses Remote Monitoring and Management, Remote Access, Helpdesk, Billing and Reporting, You get every feature, every tool- everything you need to streamline your workflow and start looking forward to Monday mornings again. Supports Windows, Mac and Linux devices.
Easy-to-use
Designed with the user in mind, Atera provides an intuitive interface, with built-in guided tutorials that remove the burden of implementation and have your team operational in no time. Atera is built for professionals who need something to help them work smarter and faster.
IT automations
With IT automation rules, take care of all the busywork and ensure airtight security, so you can step up and shape the future of IT. Save time by automating patches for every type of software on your end users devices, and story y on top of o every network to ensure no device goes unprotected.
Pay per-technician
Save a whole lot of money with our disruptive, honest, and transparent pricing. With unlimited devices, you can grow your business and team to where you want it to be, without Increasing your bottom line.
Open doors to new possibilities and greater value
At Atera, we believe we’re better together. That’s why we’ve developed the Atera Partnership Enterprise program, enabling solution vendors to become a valued part of the Atera family and marketplace. By integrating with top-tier industry providers, Atera brings proven solutions that our users can find, evaluate, and deploy directly from within the Atera AppCenter, to meet their business needs. The end-to-end solutions span various categories including:
- Backup
- Security
- Billing
- Network Monitoring
- Remote Access
- Documentation
- Software Installation
[ESC] mundane tasks, automate your future.
Remote Monitoring and Management (RMIM)
Customize your Remote Monitoring and Management software within minutes. Monitor system activity in real- time, and scale up to manage as sanage as many customers, devices, or sites as you need.
With automated alerts and thresholds for different device types, get full visibility into device or group behaviors that arep you ahead of the game and two steps ahead of any looming incidents. With complete visibility and control of your customer networks from any device, you can now provide instant, first-class remote IT support, wherever, whenever.
Intelligent ticketing and helpdesk software
Streamline and automate ticketing in just a few clicks. With Atero, your tickets are automatically synced between the client Customer Portal and the Atera Ul enabling instant communication. Emails can be automatically configured to respond to new and closed tickets.
Atera also includes patented Al-based ticketing outomations, enabling you to automatically categorize incoming tickets by specific keywords, automatically allocate requests to the IT professional who can provide the quickest expert support for a given topic and make your own customizable tags. Less tasks in the dispatching queue means more time for strategic value. Game on
“We witnessed 35% reduction in support tickets in a very short time. Atera was straightforward and easy to use. I had the system up, and the agents pushed out to all my end users within three days of signing up. And the patch management automation has been a godsend.”
Robert Dick
IT Manager, Lekker Foods
Our mission is to become the go-to platform for IT professionals and MSPs, providing them a one-stop shop for the solutions they need to design and execute their IT strategy.
Atera was built with the vision of simplifying and streamlining the work of IT professionals across the full spectrum of the industry landscape, helping them to shift from reactive task-takers to proactive problem solvers.
Since our inception back in 2016, Atera has consistently and exponentially grown- in terms of the number of organizations we serve, the cutting-edge features we’ve mleased, and the integrations we offer and we’ll continue to do so well into the future.
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All-in-one solution for IT Departments
Increase efficiency, provide better service to your users, and instantly make your team’s work-life easier, with Atera’s all-in-one Remote Monitoring and Management, Helpdesk and Reporting platform.
Free your team from IT limitations
Atera AI
Eliminate Tier-1 support with Autopilot and enable instant response for every issue. Upskill junior technicians while freeing your senior talent to focus on strategic initiatives. Cut ticket SLAs by nearly 100%, unlocking new standards of organizational efficiency.
Patch Management
Win back hundreds of hours by managing and automating Windows, Mac, and Linux software patches across your end-user devices. Gain full control over your IT environment and ensure cybersecurity best practices.
Helpdesk & Ticketing
Intuitive and easy-to-use, our helpdesk and ticketing system enables your team to respond to issues fast and improve your ticketing processes with powerful automations, AI, and advanced collaboration features.
Cybersecurity
A complex IT department such as yours calls for comprehensive built-in security that adheres to industry standards such as MFA, and smart logging and reporting. Tightly integrate your IT software with best-of-breed partners for antivirus, backups, email security, and more.
Remote Access
Our out-of-the-box remote access technology enables you to manage your end-user devices anywhere, anytime. Start sessions instantly and easily with AnyDesk, Splashtop, TeamViewer, or ScreenConnect.
Network Discovery
Continuous network and security scans to stay on top of complex environments in real-time, ensuring total visibility of all the digital assets and open ports within your networks.
“Our average response time to tickets has dropped under one hour. But the best part, Atera creates tickets automatically helping us stay ahead of issues before they become serious problems.”
Rick Moreschi
IT Director, Jones Plastic
Built for IT Departments
Our solution for IT departments caters to the specific needs of each stakeholder, while keeping admins at the center.
IT Technician
You’re looking for the ultimate tool that’ll tackle the endless tickets and actions that greet you first thing each morning.
IT Department Manager
Seeking top efficiency, agility, and control? You need a tool that’ll scale to match your goals while keeping your team aligned and bottleneck-free.
IT Department Director
Driven by higher-level numbers, from open alerts to resolved tickets? You need a tool that’ll help you at the big picture level.
Powerful Solution for Managed Service Providers (MSP)
A force multiplier for business growth
Atera’s all-in-one Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) platform for MSPs adds IT automation to the way you work, supporting a greater number of customers while freeing up your time to add strategic value.
Trusted by industry leaders
A secret weapon for all MSPs, from break/fix to managed service providers
We built our MSP software solutions to suit IT professionals across the full spectrum of the industry landscape, ensuring both technicians and managers are always kept front and center.
All-in-one solution for Managed Service Providers
We are the only single code-based, single data-based Remote Monitoring and Management (RMM), Professional Services Automation (PSA), Helpdesk, Billing, and Reporting solution in the world.Our core technology is one piece of code, one system, and that’s why when we say we’re all-in-one, we really mean it!
Easy setup for technicians and customer onboarding
A non-intrusive setup of an IT solution is always essential. Our learning curve is quick and easy for IT, and with intuitive onboarding, you will be up and running within one hour from signing up.You can set up new customer environments with quick time to value, and make impactful improvements that delight your customers.Go live today to get an immediate view across multiple environments.
Free your team from IT limitations
Atera Monitoring Agents
Agents relay back essential information on software and hardware, and allow you to manage servers and desktops remotely, without impacting end-user work. Secure, reliable, and easy to install in bulk.
Patch Management
Save time by automating patches for OS, software, and hardware, ensuring best-practices for security and performance happen behind the scenes.
Network Discovery
Continuous network and security scans to stay on top of complex customer environments in real-time, ensuring you always have an accurate view, and can onboard with ease.
Helpdesk, Billing, and Reporting
Manage customer issues with ease and efficiency, with contract management, ticketing and helpdesk, and a single centralized dashboard for all technicians to collaborate and resolve alerts.
Remote Access
Provide hands-on support from anywhere by remotely monitoring, accessing and troubleshooting customer challenges with robust remote access technology.
IT Automation
Set rules that execute repeated processes on a scheduled basis, freeing up IT technicians to add strategies that’ll garner customer happiness, and even earn customer loyalty.
Mobile app
Work on the go with our feature-rich mobile application, offering Remote Monitoring and Management, and Helpdesk, Billing, and Reporting functionality wherever you are. Serving customers remotely is a must for any next-generation MSP professional.
Leap Into The Future of I.T. Innovation with Atera
Harness the power of Al to boost efficiency by 10x.
With Al infiltrating every industry and vertical, the landscape of customer support is set to change like never before.
At Atera, we are at the forefront of this change, guiding our customers through the transition and providing innovative product developments that give you a competitive edge.
Our focus is on delivering unparalleled efficiency across your entire business, ensuring that you stay ahead of the game in this new era of customer support.
From zero-intervention IT support to Al side-kick superbrain. Experience the limitless potential of Al within Atera’s all-in- one platform, from ticket opened to ticket solved. Force multiply your team’s productivity by freeing them up from manual work while delivering better and faster results, lowering support and overall operational costs.
6 Ways Atera’s AI-Assistant Can Enhance Your Ticketing Process
01 Auto ticket summary
Grab a TL;DR of tickets so you can avoid the endless back-and-forths with end users, thanks to the NLP capabilities of Al.
02 Ticket solution suggestion
Explore instant, Al-based suggestions on how to resolve tickets with smart recommendations generated in seconds.
03 Auto generated response
Let Al suggest the best replies, for simple issues that can be resolved independently by end users and for tickets that require your attention.
04 Automated script generator
Save precious research and coding time, and resolve issues instantaneously by letting Al deliver scripts in seconds using our generative-Al script generator.
05 Al auto tags
Introduce efficiency to your everyday IT with automatically cataloged and organized tickets. Enjoy auto-ticket assignment and automated replies.
06 Level-1 support
Let Al handle basic support requests on the Service Portal, and propose suggestions on how to resolve, freeing up your technicians to handle the more complex requests.
“Atera’s Open Al-powered script generator has been a game changer for my team. We just describe the problem and receive a script in seconds to review and run on devices remotely. It has dramatically improved resolution time.”
John Merrick
Technical Lead SWNS Media Group
Remote Monitoring And Management Software
The all-in-one Remote Monitoring and Management software (RMM) that offers full visibility and control to upgrade your IT management from reactive to proactive with a single solution.
Msps And It Departments Around The World Have Reached The Next Level Of It.
Monitor system activity in real-time, and scale up to manage as many customers, devices, or sites as you need. With automated alerts and thresholds for different device types, get full visibility into device or group behaviors that keep you ahead of the game and two steps ahead of any looming incidents. Set specific alert thresholds for different device types customized according to user preferences, and stay on top of:
- System resources
- Logged-in users
- Network & IP Monitoring
- SNMP Monitoring
- Windows updates
- SQL Server
- Exchange
- Active Directory
- Hyper-V & SNMP enabled devices
IT automation
Let Atera’s remote monitoring software do the hard work so you can focus on the smart work. Automate manual and repetitive tasks by setting IT automation profiles and assigning them to different devices and/or end-users. Free up your and/or your technician’s time to add value better invested elsewhere. Atera offers threshold profiles, which can automatically take action based on a trigger. It’s even possible to create an onboarding profile (with software bundles) and assign them to each new agent. Our robust script library has hundreds of scripts, all of which can be run directly from Atera using PowerShell, CMD files, and more.
- Create System Restore Point
- Delete Temp Files
- Delete Internet History
- Reboot
- Shutdown
- Defragment (All disks)
- Run Chkdsk(All disks)
- Run Full System Scan
- Check for New Updates
- Running custom scripts, or those from Atera’s shared script library
Patch management
Atera manages all OS patches for Windows and Mac, and also integrates with Chocolatey and Homebrew to automate software installation, patching and updates for a wide range of software. Program your playground just the way you like it, and install exactly what you need in terms of OS and hardware, down to scheduling a reboot at the right time where and when necessary, or creating granular software bundles with exactly what you need for each specific use case. Benefit from:
- Run Windows Update: All / Critical / Important / Security.
- Run Windows Update: Service Pack
- Install Microsoft Office Updates
- Install Driver Updates (Hardware)
- Install Java updates
- Install Adobe updates
- Reboot If Needed
- Exclude patches
Advanced remote maintenance
AFrom Task Manager to Service Manager and Command Prompt Access, you have total maintenance capabilities right at the touch of a button. See for yourself, and check it out now for free. Uninstall applications, run scripts, install patches and run virtually any command you’ll ever need from Atera’s remote management software.
Integrated remote access with Splashtop and AnyDesk
You already know that today’s office environment is constantly reinventing itself, and rarely stays within a traditional four-walled setting. Thankfully the post-pandemic remote working landscape has added another weapon to your arsenal, and triggered a real need for IT professionals to facilitate remote access from anywhere. Atera integrates with Splashtop, AnyDesk, TeamViewer and ConnectWise.
- Access desktops, servers, applications, files and data with ease
- Share screens, send files, and establish remote control
- Use AnyDesk to record a shared screen
- Securely log in from anywhere, globally
- Open Remote Desktop from a device, ticket or alert for quick time to value
Allow employees and end-users to remotely access their work PC from home
- Chat with users in real-time to resolve issues
Asset and inventory scanning
Take a step back to get a real sense, as well as a complete overview of all the assets you’re responsible for, including who has governance and control, where documentation is kept, and your whole strategy from easy onboarding until the final frontier of your IT ecosystem.
- Hardware distribution
- Software inventory
- Operating System distribution
- MS Office distribution
- Antivirus type, update, and license status
- HDD Usage and alerting on upgrade required
- Hardware (CPU, Memory) type, size, and alert on upgrade required
- Detailed Server and Workstation configuration and status
Reporting and analytics
Unfortunately the nature of the job means that as an IT professional, your work remains all too often behind the scenes, and misses out on the kudos it deserves. Hold up, since when did that mean you couldn’t take things to the next level? For your own business growth, you need to show customers or executives just how far you’re moving the needle. How? Simple, Atera’s wide range of reports and analytics that allow you to set and keep track of data-driven goals, including:
- System health at-a-glance
- Specific customer health
- Agent health
- System inventory audit
- Microsoft Licensing
Every single action or command that you or any other user issued is automatically logged into the main database. Review them all at your convenience, and at any time with total traceability so you can really keep a 360° view of what’s going on inside your IT systems.
With automatic OID monitoring on Linux-based devices (routers, firewalls, PCs, etc.) you now have the capacity to monitor all of your printers, RAIDs, routers, and other SNMP devices, out-of-the-box.
Supercharge your written business records with Atera’s powerful IT documentation capabilities.
- Automate and simplify onboarding and onboarding procedures
- Effortless password management
- Create and customize your own knowledge base
- Link assets for easy navigation
“Atera has helped us streamline our processes to become more operationally efficient. Since signing on with Atera, my team has been freed up to work on more profitable activities. We have a partner in Atera, and they set us up for success.”
Mike Casey
Managing Director, Cloudscape
Custom Assets just the way you like
Add your assets, categorize your assets, and create asset types, to manage your unmonitored devices the way you want to.
Linux Remote Monitoring and Management for deeper visibility
Utilize Atera’s next-level Linux agent to gain complete visibility and control over your Linux environments seamlessly!
8 Benefits of RMM and why it’s essential to IT operations
RMM is the unsung hero that enables IT professionals to keep an unwavering eye on an organization’s IT assets, ensuring they function optimally.
In the modern era, businesses run on technology, and their IT infrastructure is the lifeblood of their operations. This is where Remote Monitoring and Management (RMM) steps in. RMM is the unsung hero that enables IT professionals to keep an unwavering eye on an organization’s IT assets, ensuring they function optimally. RMM is like the guardian angel of your tech ecosystem, allowing IT teams to watch over their systems, networks, and devices 24/7, no matter where they are.
In this comprehensive guide, we’ll explore the eight key benefits of RMM and how an the software can revolutionize your IT operations.
1. Proactive issue identification
One of the benefits of RMM is its ability to proactively identify issues within an IT infrastructure. Traditional IT management often involves a reactive approach, where problems are addressed after they have already caused damage. RMM, on the other hand, provides real-time monitoring of network and system performance. This means that potential issues are detected as they arise, allowing for early intervention.
Real-time monitoring
The tools continuously track the health and performance of an organization’s IT assets. This includes monitoring system performance, network bandwidth usage, hardware health, and security vulnerabilities. The real-time nature of this monitoring ensures that IT professionals are alerted to any deviations from the norm promptly.
Early detection
By identifying issues in their nascent stages, this tool helps IT professionals intervene before problems escalate. For example, if a server is showing signs of performance degradation, administrators can remotely adjust system settings, allocate additional resources, or install software updates to resolve the issue before it leads to costly downtime or data loss.
Prevention of costly downtime
Proactive issue identification translates into a significant reduction in costly downtime. Downtime can disrupt business operations, lead to revenue losses, and damage reputation. The solution helps businesses maintain operational continuity and keeps the business running smoothly.
In an era where cybersecurity threats are ever-looming, the benefits of RMM play a pivotal role in bolstering an organization’s security measures. The solutions continuously monitor and analyze security vulnerabilities, ensuring that IT professionals are well-equipped to protect the organization’s data and systems.
Continuous security monitoring
It provide constant vigilance over security vulnerabilities. They identify potential weaknesses in the system and network, such as unpatched software or suspicious activities. This enables IT professionals to respond swiftly to threats.
Timely application of security updates
The solution simplifies the process of applying security patches and updates. This is crucial for maintaining a robust defense against evolving cyber threats. The timely application of updates helps organizations stay one step ahead of potential breaches.
Improved protection
By addressing security vulnerabilities promptly, the software solution enhances an organization’s overall protection against cyber threats. It minimizes the risk of data breaches, ransomware attacks, and other security incidents, which is one of the key benefits of RMM. These proactive measures can have devastating consequences.
“Atera also helps us streamline our IT operations and reduce costs by providing a single platform for managing multiple IT tasks, from patching and updates to endpoint protection and backup.”
Tom Borgmann
Co-founder and Senior Systems Engineer, Stellar IT Solutions
Efficiency is a core pillar of successful IT operations, and the benefits of RMM make it a powerful ally in this regard. It streamlines IT management by automating routine tasks, reducing manual intervention, and enhancing overall productivity.
Automation of routine tasks
Tools automate repetitive IT tasks, such as system updates, patch management, and performance monitoring. This IT automation allows IT professionals to focus on more strategic and value-added activities.
Reduction in manual intervention
With RMM in place, IT professionals spend less time on manual, time-consuming tasks. This translates into significant time savings and reduces the risk of human errors.
Enhanced productivity
The efficiency gained through this tool leads to improved productivity. IT professionals can accomplish more in less time, leading to faster issue resolution and a more agile IT environment.
Businesses are continually seeking methods to streamline expenses, and the RMM pricing model stands out as an indispensable cost-saving tool that warrants attention. By reducing operational costs and minimizing the need for repair and recovery expenses, RMM has a direct impact on a business’s bottom line.
Reduction in operational costs
RMM optimizes IT operations, reducing the costs associated with manual management and oversight. This results in cost savings that can be redirected towards other strategic initiatives.
Minimized repair and recovery expenses
By preventing issues and minimizing downtime, RMM significantly reduces the need for costly repair and recovery efforts. This is particularly critical for businesses that rely heavily on their IT infrastructure.
Efficient resource utilization
RMM ensures that IT resources are used efficiently. It helps allocate resources based on actual needs and usage patterns, preventing overspending on underutilized assets.
As businesses grow and evolve, their IT needs change. RMM solutions are designed to scale with an organization, providing flexibility and adaptability in managing an expanding IT infrastructure.
Adaptability to changing IT infrastructure
It adapts to the changing requirements of an organization’s IT infrastructure. Whether it’s adding new devices, expanding networks, or accommodating remote workforces, RMM can seamlessly scale to meet these demands.
Ability to scale
The scalability ensures that it can grow with your business. Small and medium-sized businesses can benefit from RMM just as much as large enterprises, as it can be tailored to suit the specific needs of each.
Flexible management
The software allows for flexible management of additional devices and resources. Whether it’s managing servers, workstations, mobile devices, or IoT devices. It provides a centralized and adaptable solution. professionals to respond swiftly to threats.
6. Comprehensive reporting
Data-driven decision-making is at the heart of successful IT operations, and the tool excels in providing comprehensive reporting that helps organizations make informed choices.
Access to detailed performance reports
Tools generate detailed reports on system performance, network utilization, security, and more. These reports offer insights into how the IT infrastructure is functioning and where improvements can be made.
Data-driven decision-making
By analyzing the data provided by RMM, IT professionals can make informed decisions about optimizing the IT environment. This data-driven approach leads to more efficient operations and resource allocation.
Enhanced insights
RMM’s reporting capabilities provide enhanced insights into IT operations. These insights are invaluable for strategizing and ensuring that the IT environment aligns with the business’s goals.
The ability to manage IT assets remotely is a significant benefit in an increasingly interconnected and globalized world. It offers centralized control, swift issue resolution, and minimized on-site support requirements, so you can work from anywhere.
Centralized control
Tools provide a centralized platform for managing IT assets. This allows IT professionals to oversee and control devices and systems from a single dashboard, regardless of their physical location.
Swift issue resolution
One of the standout benefit of RMM is its ability to resolve issues swiftly. IT professionals can diagnose and fix problems remotely, reducing the need for on-site visits and minimizing downtime.
Minimized on-site support
With an RMM in place, the reliance on on-site support is significantly reduced.
This not only saves time and resources but also enables IT professionals to provide efficient support from anywhere in the world.
“Last week, our average response time was twenty-five minutes or less, all thanks to how we use Atera. With the help of a solution like Atera, we are confident that we will continue growth in a sustainable manner.”
Danny Purnell,
Marketing and Comms Manager, Systemagic
8. Improved customer satisfaction
For businesses that offer IT services to clients or customers, it can significantly enhance customer satisfaction. By ensuring reliable and efficient IT services, organizations can build trust and loyalty with their clients.
Enhanced service quality
It enables IT service providers to offer a higher level of service quality. Clients experience fewer disruptions, faster issue resolution, and more reliable IT support.
Reduced system downtime for clients
Clients benefit from minimized system downtime, which is crucial for their own operations. This leads to greater satisfaction and a positive business-client relationship.
Building trust and loyalty
Consistently providing reliable IT services through a software builds trust and loyalty with clients. Satisfied clients are more likely to remain loyal and recommend your services to others.
Atera’s RMM: streamlining IT operations for peak efficiency
Say goodbye to the hassle and hello to seamless IT operations with Atera’s cutting-edge RMM solution! Picture this: a world where your IT operations are not just streamlined but supercharged, where technology works harmoniously, without a glitch. Atera’s RMM platform is your ticket to this IT management utopia, transforming the way you manage your IT assets.
Imagine having real-time visibility into your entire IT infrastructure, from servers and workstations to networks and devices, all from a centralized dashboard. Atera’s tool gives you this power, offering a 360-degree view of your tech landscape. Monitoring becomes proactive, allowing you to identify issues before they impact your operations. It’s like having a crystal ball for your IT systems, ensuring you’re always steps ahead, minimizing downtime, and maximizing productivity.
“It’s like having a crystal ball for your IT systems, ensuring you’re always steps ahead, minimizing downtime, and maximizing productivity.”
But that’s not all. Atera’s tool doesn’t just stop at monitoring – it empowers you to take control. Need to install critical updates across your network? Done. Want to troubleshoot a user’s issue remotely? Easy. With Atera, you can perform tasks efficiently and effortlessly, right from the palm of your hand. It’s like having a magic wand for your IT tasks, simplifying complexities and speeding up processes.
Security concerns keeping you up at night? Atera’s RMM has got your back there too. Stay ahead of potential threats with robust security features, ensuring your sensitive data remains safeguarded. Atera doesn’t just streamline your IT operations; it fortifies your digital fortress.
In the fast-paced world of technology, Atera’s tool isn’t just a tool; it’s your strategic partner. It’s the compass guiding your IT ship, helping you navigate the complexities with ease. So, why settle for the ordinary when you can embrace the extraordinary? Experience the revolution — let Atera’s RMM streamline your IT operations, making complexity disappear and AI-powered IT the new norm.
Enhance help desk performance effortlessly
Optimize workflows, track metrics, and boost customer satisfaction with our tailored solutions.
With the rise of remote work and emerging technologies, managing the modern IT ecosystem has become infinitely more complex.
IT professionals are under increasing pressure to deliver swift and effective support to users. With ticket management and time-consuming maintenance tasks bogging down helpdesk processes, efficiency can suffer, and these IT demands are escalating.
To address these challenges, IT professionals must establish an exceptionally efficient helpdesk. In this blog, we’ll explore the fundamental strategies and cutting-edge technologies necessary to streamline your helpdesk operations in 2024.
Consolidate and centralize
In this remote and digital-first environment, the task of managing an ever-expanding network of networks and endpoints can present significant challenges. Not only is it complex, but it can also be financially burdensome. The traditional approach of relying on multiple disconnected tools for various aspects of IT management only exacerbates these challenges, leading to inefficiencies and increased costs.
To navigate this landscape successfully, organizations need to streamline their IT management processes by adopting a single platform that can address multiple needs comprehensively. This unified approach not only simplifies management but also enhances visibility and control over the entire IT infrastructure. With all tools and functionalities consolidated into one platform, organizations can eliminate redundancies, minimize overhead costs, and improve operational efficiency.
Furthermore, as economic uncertainties loom and recession concerns persist, optimizing IT spending becomes more crucial than ever. Organizations are under pressure to stretch their budgets further while still meeting their technological requirements. As a result, many companies are actively seeking ways to optimize spending, such as renegotiating contracts with vendors, consolidating their tech stacks to eliminate unnecessary expenses, and exploring more cost-effective tools and services.
By embracing strategic cost-saving measures and leveraging technology solutions that offer both functionality and affordability, organizations can navigate financial constraints without compromising the quality of their IT infrastructure.
Pick a tool with a powerful ticketing system
When it comes to managing IT operations and help desk effectively, having a robust ticketing system is crucial. Whether you’re dealing with internal IT support requests or providing services to external clients, a powerful ticketing system can streamline workflow, enhance communication, and ensure timely resolution of issues.
A strong ticketing system is essential for any efficient helpdesk. When IT departments have a reliable ticketing system, they can handle internal problems well without losing important details or leaving cases unresolved. This means they can check error logs, make reports, prioritize tasks, and assign them to the right people.
One of the key strengths of the AI ticketing system of Atera is its customization capabilities. With configurable ticket forms, predefined workflows, and flexible SLA settings, organizations can tailor the system to suit their unique requirements and business processes. Whether you’re managing IT incidents, service requests, or change management tasks, Atera provides the flexibility and scalability needed to adapt to evolving needs.
Not only that, but Atera’s IT management platform is powered by Action AI to help organizations eliminate Tier-1 support, cut down response and resolution times, and boost IT efficiency by leveraging AI and automation.
Benefits of a powerful ticketing system
Streamlined communication
Centralizes communication channels for efficient interaction between users and support staff.
Efficient workflow management
Automates processes, routing tickets to appropriate personnel for faster resolution.
Enhanced accountability
Tracks each ticket’s lifecycle, fostering transparency and holding support staff accountable.
Improved customer satisfaction
Delivers timely support, leading to higher levels of customer satisfaction.
Data-driven insights
Captures valuable data for trend analysis, enabling informed decision-making.
Scalability and flexibility
Adapts to evolving business needs with customizable workflows and automation.
Cost savings
Optimizes resource utilization, reducing operational costs over time.
Compliance and security
Ensures compliance with regulations and safeguards sensitive data from breaches.
Efficient IT helpdesk support is crucial for organizations to maintain smooth operations. However, traditional approaches often fall short, with long response times and limited resolution capabilities. This is where the power of AI comes into play, revolutionizing IT management and transforming the helpdesk experience.
One of the key benefits of Atera’s AI-powered system is the elimination of Tier-1 support. With the help of Atera’s Autopilot, end users can troubleshoot and resolve Tier-1 issues independently, without the need for technician intervention. This not only empowers users, but also frees up Tier-1 techs to focus on more complex and strategic tasks, effectively transforming them into Tier-2 technicians.
Moreover, Atera’s Copilot feature further enhances the capabilities of Tier-1 techs by providing AI-powered assistance in addressing Tier 2 tasks. This reduces the number of tickets escalated to IT managers, allowing them to allocate their time and expertise to strategic initiatives such as cybersecurity, infrastructure improvements, and eliminating technical debt.
The impact of Atera’s AI-powered Autopilot and CoPilot extends beyond individual roles and departments. The entire organization benefits from shorter service level agreements (SLAs), minimal downtime, streamlined processes, and improved access to data. This cross-organizational efficiency ultimately translates into significant cost savings and increased profitability.
Not only does AI in IT helpdesk support improve operational efficiency, but it also has a positive impact on employee well-being. By automating manual and mundane tasks, IT professionals can focus on more meaningful work, leading to higher job satisfaction. Additionally, the improved IT service resulting from AI assistance makes employees happier, as their issues are resolved more quickly and effectively.
Foster self-service with a central knowledge base
Fostering self-service capabilities through a central knowledge base is a powerful strategy for increasing efficiency in IT helpdesk operations. By providing users with access to a comprehensive repository of information and resources, organizations empower them to resolve common issues independently, reducing the volume of support tickets and alleviating the burden on helpdesk staff.
Here’s why investing in a central knowledge base is essential for driving efficiency in IT helpdesk environments:
Empowering end users
A central knowledge base equips end users with the tools and resources they need to troubleshoot and resolve issues on their own. By providing clear and accessible documentation, tutorials, and troubleshooting guides, organizations empower users to find answers to their questions and resolve common issues without having to contact the helpdesk.
Reducing ticket volume
By promoting self-service options, organizations can significantly reduce the number of support tickets submitted to the helpdesk. Many routine inquiries and basic troubleshooting tasks can be addressed through self-service channels, freeing up helpdesk staff to focus on more complex issues that require their expertise.
Improving response times
With fewer support tickets to manage, helpdesk staff can respond to incoming requests more quickly and efficiently. By leveraging self-service options, organizations can streamline the support process and ensure that users receive timely assistance when they need it most.
Enhancing user satisfaction
Self-service options empower users to take control of their IT experience and resolve issues on their own terms. By providing access to a central knowledge base, organizations demonstrate a commitment to customer service and empower users to find solutions to their problems independently, leading to higher levels of user satisfaction.
Enabling continuous improvement
A central knowledge base serves as a valuable repository of institutional knowledge, capturing insights and best practices that can be leveraged to improve support processes over time. By analyzing usage patterns, feedback, and search queries, organizations can identify areas for improvement and refine their knowledge base to better meet the needs of users.
By empowering end users, reducing ticket volume, improving response times, enhancing user satisfaction, and enabling continuous improvement, organizations can streamline support processes, optimize resource utilization, and deliver superior IT services to their users.
Define help desk key performance indicators
To maintain and enhance help desk performance goals, it’s crucial to define and track key performance indicators (KPIs) and metrics.
Help desk performance goals provide valuable insights into key aspects of helpdesk performance, such as response times, resolution rates, customer satisfaction scores, and resource utilization.
By clearly defining help desk performance metrics upfront and establishing benchmarks for success, organizations can track progress, identify areas for improvement, and make data-driven decisions to optimize helpdesk performance. Regular monitoring of success metrics allows organizations to assess the impact of process improvements, technology implementations, and training initiatives, ensuring that helpdesk operations remain aligned with business goals and objectives.
Additionally, by establishing a culture of accountability and transparency around success metrics, organizations can drive continuous improvement and foster a culture of excellence within the helpdesk team.
Average first-call resolution
Average handle time
Customer satisfaction
Net promoter score
First contact resolution rate
Switch to an all-in-one, AI-powered IT management platform
Switching to an all-in-one, AI-powered IT management platform is vital in today’s IT world. Action AI in IT management empowers organizations to improve operational efficiency, enhance service quality, reduce downtime, and accelerate decision-making processes by leveraging the capabilities of artificial intelligence and automation technologies.
By leveraging AI and automation, Atera enables organizations to drastically reduce response and resolution times, resulting in enhanced operational efficiency.
This not only streamlines processes but also allows IT managers to allocate their time to strategic initiatives such as cybersecurity and infrastructure improvements. The impact of AI in IT extends beyond efficiency gains, as it improves employee well-being and satisfaction.
By automating mundane tasks, IT professionals can focus on more meaningful work, while employees benefit from faster and more effective IT support. Ultimately, AI in IT is vital for organizations to achieve significant cost savings, improved service quality, and a competitive edge in today’s digital landscape.
What does Atera sell?
We developed an all-in-one platform that enables IT professionals to gain access, visibility, and control over all their networks and devices from anywhere, so they can work smarter and light years faster.
With Atera, you can manage your entire IT operation — from patch management, IT automations, advanced reporting, alerts, helpdesk, ticketing, and even dozens of integrations with the tools you already know and love — all in one place.
Our pay-per-technician model (without long-term contracts) enables IT Departments and MSPs to pay a fixed price and scale operations across unlimited devices, all while reducing menial tasks so they can focus on the work that matters most.
So the pricing is also simple, straightforward and transparent.
Is your Agent Brandable? Can we white label it with our logo?
The agent itself is brandless, has nothing to identify it with Atera. When activated to open a ticket the first thing the user will see will be your brand (The MSP brand) on the ticket form that will pop-up.
Do you have monitoring, automation, and remote access modules for OS X, and if not, do you plan to implement those in the near future?
We monitor OS X with SNMP and have collaborated with Citrix (GoToAssist) so we have remote access using GTA for OS X. We do not yet have automation for OS X, but in general, OS X is on our development roadmap.
How is your security? Is data encrypted on the servers since it is multi tenant? Are their options for MFA? How do you ensure that my customer’s data cannot be accessed from another environment?
We invest a lot in security; our development team are former cyber security developers and have in their CV the honor to have developed a cutting edge Firewall. We do encrypt all data on the servers, we have MFA; you can build a specific access list (IP Based) defining who can access the system. Additionally, we provide a token-based solution that after login sends an email with a unique password that is valid for a very short time. Even though we are multi-tenant we have specific database instance separation between customers thus further insuring the security and integrity of our users data.
What kind of failovers do you have to ensure your end-users do not experience downtime?
We are in MS Azure, that in itself has an up-time commitment of 99.95% per instance and we have implemented load balancing and fail-over between two geographical regions so the probability that both will go down at the same time is almost null. Additionally, Microsoft implements the most advanced quality and security methodologies.
Are you affiliated with ACBRO? Do you have ACRBO discounts?
Yes, we are an ACRBO approved vendor. Our pricing philosophy is to always be transparent and fair so we do not give discounts or “make deals” beyond the prices in our website. In other words, you always know you are getting the best deal.
How do you handle new onboarding? Does your staff spend any time to properly get the new client up to speed after migration to fully utilize and learn your new system?
Our whole strategy and development goals are to achieve simple self on-boarding and a different User Experience than the legacy software vendors in the market. Our software is designed so that it requires very little resources to insure successful on boarding. However, there is nothing we love more than working with our users to make sure their onboarding process is smooth and fast.
Other than licensing, how does Atera compare with the traditional RMM vendors? What does it do better or worse or different?
Atera is a completely different technological approach. We are “born in the cloud”, our software is a whole different experience both in terms of onboarding and daily ease of use. The other differentiation is that we built our software as one RMM+PSA+Remote Access from the beginning and are not integrating two or three products. This is very significant in terms of daily work efficiency.
How does your pricing compare to the traditional RMM vendors (Kaseya, N-able, Labtech, GFI)?
At Atera, you only get billed a fixed monthly fee for the number of technicians that actually use our software. So you don’t pay more when you grow or add more monitored devices and you can give really great service because you can put a monitoring agent on all devices in the network without extra cost. Fair’s fair.
Can I generate automatically a Service Ticket from an Agent Alert?
It is possible to automatically generate a ticket from an alert. We do not recommend it because it can create a lot of noise in the ticket dashboard. The Ticket Dashboard in Atera is equivalent to a Prioritized To-Do list. There is a very easy way to review an Alert and with one click transfer it into a ticket to be handled, tracked, billed etc.
How does your pricing compare to Autotask and Connectwise?
Autotask and Connectwise are PSA solutions only. Atera includes RMM and Remote Access in addition to the PSA capabilities so it is practically not comparable. You actually need to compare it to the cost of an RMM + PSA + Remote Access. Additionally, we have a unique, transparent, technician based pricing model with the capability to install unlimited agents without any extra cost.
Do you have integration with 3rd party accounting systems such as QuickBooks / Xero?
Yes! Atera provides powerful and direct integrations with QuickBooks and Xero .
Overview
Price
Starting at HK$ 9,386 / year
V2D Part # / MFR Part #
24341785 / –
License Type
Software Licenses
Designed for everyday heroes. Built for I.T. professionals.
All-in-one RMM and PSA platform.
RMM Software, Remote Access, IT Automations, Patch Management, Scripting, Ticketing, and Reporting.
Atero is the next-generation, purpose-built, IT management platform that enables Managed Service Providers (MSPs) and IT professionals to master the complexities of IT management, so they can be liberated to provide high-quality, real-time services for their end users, no matter where in the world they’re located. With remote working environments only becoming more and more popular, there’s a need to create and support robust hybrid work environments that function effectively for a remote workforce.
With complete control over remote monitoring and management (RMM), built-in integrations of the platforms you already know and love, and endless smart automation possibilities, it’s never been easier to keep up with end-user demands while simultaneously improving your business bottom line.
Welcome to the next level of IT
EVERYTHING YOU NEED TO GET TO WHERE YOU WANT TO BE
All-in-one solution
One comprehensive solution that encompasses Remote Monitoring and Management, Remote Access, Helpdesk, Billing and Reporting, You get every feature, every tool- everything you need to streamline your workflow and start looking forward to Monday mornings again. Supports Windows, Mac and Linux devices.
Easy-to-use
Designed with the user in mind, Atera provides an intuitive interface, with built-in guided tutorials that remove the burden of implementation and have your team operational in no time. Atera is built for professionals who need something to help them work smarter and faster.
IT automations
With IT automation rules, take care of all the busywork and ensure airtight security, so you can step up and shape the future of IT. Save time by automating patches for every type of software on your end users devices, and story y on top of o every network to ensure no device goes unprotected.
Pay per-technician
Save a whole lot of money with our disruptive, honest, and transparent pricing. With unlimited devices, you can grow your business and team to where you want it to be, without Increasing your bottom line.
Open doors to new possibilities and greater value
At Atera, we believe we’re better together. That’s why we’ve developed the Atera Partnership Enterprise program, enabling solution vendors to become a valued part of the Atera family and marketplace. By integrating with top-tier industry providers, Atera brings proven solutions that our users can find, evaluate, and deploy directly from within the Atera AppCenter, to meet their business needs. The end-to-end solutions span various categories including:
- Backup
- Security
- Billing
- Network Monitoring
- Remote Access
- Documentation
- Software Installation
[ESC] mundane tasks, automate your future.
Remote Monitoring and Management (RMIM)
Customize your Remote Monitoring and Management software within minutes. Monitor system activity in real- time, and scale up to manage as sanage as many customers, devices, or sites as you need.
With automated alerts and thresholds for different device types, get full visibility into device or group behaviors that arep you ahead of the game and two steps ahead of any looming incidents. With complete visibility and control of your customer networks from any device, you can now provide instant, first-class remote IT support, wherever, whenever.
Intelligent ticketing and helpdesk software
Streamline and automate ticketing in just a few clicks. With Atero, your tickets are automatically synced between the client Customer Portal and the Atera Ul enabling instant communication. Emails can be automatically configured to respond to new and closed tickets.
Atera also includes patented Al-based ticketing outomations, enabling you to automatically categorize incoming tickets by specific keywords, automatically allocate requests to the IT professional who can provide the quickest expert support for a given topic and make your own customizable tags. Less tasks in the dispatching queue means more time for strategic value. Game on
“We witnessed 35% reduction in support tickets in a very short time. Atera was straightforward and easy to use. I had the system up, and the agents pushed out to all my end users within three days of signing up. And the patch management automation has been a godsend.”
Robert Dick
IT Manager, Lekker Foods
Our mission is to become the go-to platform for IT professionals and MSPs, providing them a one-stop shop for the solutions they need to design and execute their IT strategy.
Atera was built with the vision of simplifying and streamlining the work of IT professionals across the full spectrum of the industry landscape, helping them to shift from reactive task-takers to proactive problem solvers.
Since our inception back in 2016, Atera has consistently and exponentially grown- in terms of the number of organizations we serve, the cutting-edge features we’ve mleased, and the integrations we offer and we’ll continue to do so well into the future.
SKU
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Growth |
Power |
SuperPower |
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Product
All-in-one solution for IT Departments
Increase efficiency, provide better service to your users, and instantly make your team’s work-life easier, with Atera’s all-in-one Remote Monitoring and Management, Helpdesk and Reporting platform.
Free your team from IT limitations
Atera AI
Eliminate Tier-1 support with Autopilot and enable instant response for every issue. Upskill junior technicians while freeing your senior talent to focus on strategic initiatives. Cut ticket SLAs by nearly 100%, unlocking new standards of organizational efficiency.
Patch Management
Win back hundreds of hours by managing and automating Windows, Mac, and Linux software patches across your end-user devices. Gain full control over your IT environment and ensure cybersecurity best practices.
Helpdesk & Ticketing
Intuitive and easy-to-use, our helpdesk and ticketing system enables your team to respond to issues fast and improve your ticketing processes with powerful automations, AI, and advanced collaboration features.
Cybersecurity
A complex IT department such as yours calls for comprehensive built-in security that adheres to industry standards such as MFA, and smart logging and reporting. Tightly integrate your IT software with best-of-breed partners for antivirus, backups, email security, and more.
Remote Access
Our out-of-the-box remote access technology enables you to manage your end-user devices anywhere, anytime. Start sessions instantly and easily with AnyDesk, Splashtop, TeamViewer, or ScreenConnect.
Network Discovery
Continuous network and security scans to stay on top of complex environments in real-time, ensuring total visibility of all the digital assets and open ports within your networks.
“Our average response time to tickets has dropped under one hour. But the best part, Atera creates tickets automatically helping us stay ahead of issues before they become serious problems.”
Rick Moreschi
IT Director, Jones Plastic
Built for IT Departments
Our solution for IT departments caters to the specific needs of each stakeholder, while keeping admins at the center.
IT Technician
You’re looking for the ultimate tool that’ll tackle the endless tickets and actions that greet you first thing each morning.
IT Department Manager
Seeking top efficiency, agility, and control? You need a tool that’ll scale to match your goals while keeping your team aligned and bottleneck-free.
IT Department Director
Driven by higher-level numbers, from open alerts to resolved tickets? You need a tool that’ll help you at the big picture level.
Powerful Solution for Managed Service Providers (MSP)
A force multiplier for business growth
Atera’s all-in-one Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) platform for MSPs adds IT automation to the way you work, supporting a greater number of customers while freeing up your time to add strategic value.
Trusted by industry leaders
A secret weapon for all MSPs, from break/fix to managed service providers
We built our MSP software solutions to suit IT professionals across the full spectrum of the industry landscape, ensuring both technicians and managers are always kept front and center.
All-in-one solution for Managed Service Providers
We are the only single code-based, single data-based Remote Monitoring and Management (RMM), Professional Services Automation (PSA), Helpdesk, Billing, and Reporting solution in the world.Our core technology is one piece of code, one system, and that’s why when we say we’re all-in-one, we really mean it!
Easy setup for technicians and customer onboarding
A non-intrusive setup of an IT solution is always essential. Our learning curve is quick and easy for IT, and with intuitive onboarding, you will be up and running within one hour from signing up.You can set up new customer environments with quick time to value, and make impactful improvements that delight your customers.Go live today to get an immediate view across multiple environments.
Free your team from IT limitations
Atera Monitoring Agents
Agents relay back essential information on software and hardware, and allow you to manage servers and desktops remotely, without impacting end-user work. Secure, reliable, and easy to install in bulk.
Patch Management
Save time by automating patches for OS, software, and hardware, ensuring best-practices for security and performance happen behind the scenes.
Network Discovery
Continuous network and security scans to stay on top of complex customer environments in real-time, ensuring you always have an accurate view, and can onboard with ease.
Helpdesk, Billing, and Reporting
Manage customer issues with ease and efficiency, with contract management, ticketing and helpdesk, and a single centralized dashboard for all technicians to collaborate and resolve alerts.
Remote Access
Provide hands-on support from anywhere by remotely monitoring, accessing and troubleshooting customer challenges with robust remote access technology.
IT Automation
Set rules that execute repeated processes on a scheduled basis, freeing up IT technicians to add strategies that’ll garner customer happiness, and even earn customer loyalty.
Mobile app
Work on the go with our feature-rich mobile application, offering Remote Monitoring and Management, and Helpdesk, Billing, and Reporting functionality wherever you are. Serving customers remotely is a must for any next-generation MSP professional.
Features
Leap Into The Future of I.T. Innovation with Atera
Harness the power of Al to boost efficiency by 10x.
With Al infiltrating every industry and vertical, the landscape of customer support is set to change like never before.
At Atera, we are at the forefront of this change, guiding our customers through the transition and providing innovative product developments that give you a competitive edge.
Our focus is on delivering unparalleled efficiency across your entire business, ensuring that you stay ahead of the game in this new era of customer support.
From zero-intervention IT support to Al side-kick superbrain. Experience the limitless potential of Al within Atera’s all-in- one platform, from ticket opened to ticket solved. Force multiply your team’s productivity by freeing them up from manual work while delivering better and faster results, lowering support and overall operational costs.
6 Ways Atera’s AI-Assistant Can Enhance Your Ticketing Process
01 Auto ticket summary
Grab a TL;DR of tickets so you can avoid the endless back-and-forths with end users, thanks to the NLP capabilities of Al.
02 Ticket solution suggestion
Explore instant, Al-based suggestions on how to resolve tickets with smart recommendations generated in seconds.
03 Auto generated response
Let Al suggest the best replies, for simple issues that can be resolved independently by end users and for tickets that require your attention.
04 Automated script generator
Save precious research and coding time, and resolve issues instantaneously by letting Al deliver scripts in seconds using our generative-Al script generator.
05 Al auto tags
Introduce efficiency to your everyday IT with automatically cataloged and organized tickets. Enjoy auto-ticket assignment and automated replies.
06 Level-1 support
Let Al handle basic support requests on the Service Portal, and propose suggestions on how to resolve, freeing up your technicians to handle the more complex requests.
“Atera’s Open Al-powered script generator has been a game changer for my team. We just describe the problem and receive a script in seconds to review and run on devices remotely. It has dramatically improved resolution time.”
John Merrick
Technical Lead SWNS Media Group
Remote Monitoring And Management Software
The all-in-one Remote Monitoring and Management software (RMM) that offers full visibility and control to upgrade your IT management from reactive to proactive with a single solution.
Msps And It Departments Around The World Have Reached The Next Level Of It.
Monitor system activity in real-time, and scale up to manage as many customers, devices, or sites as you need. With automated alerts and thresholds for different device types, get full visibility into device or group behaviors that keep you ahead of the game and two steps ahead of any looming incidents. Set specific alert thresholds for different device types customized according to user preferences, and stay on top of:
- System resources
- Logged-in users
- Network & IP Monitoring
- SNMP Monitoring
- Windows updates
- SQL Server
- Exchange
- Active Directory
- Hyper-V & SNMP enabled devices
IT automation
Let Atera’s remote monitoring software do the hard work so you can focus on the smart work. Automate manual and repetitive tasks by setting IT automation profiles and assigning them to different devices and/or end-users. Free up your and/or your technician’s time to add value better invested elsewhere. Atera offers threshold profiles, which can automatically take action based on a trigger. It’s even possible to create an onboarding profile (with software bundles) and assign them to each new agent. Our robust script library has hundreds of scripts, all of which can be run directly from Atera using PowerShell, CMD files, and more.
- Create System Restore Point
- Delete Temp Files
- Delete Internet History
- Reboot
- Shutdown
- Defragment (All disks)
- Run Chkdsk(All disks)
- Run Full System Scan
- Check for New Updates
- Running custom scripts, or those from Atera’s shared script library
Patch management
Atera manages all OS patches for Windows and Mac, and also integrates with Chocolatey and Homebrew to automate software installation, patching and updates for a wide range of software. Program your playground just the way you like it, and install exactly what you need in terms of OS and hardware, down to scheduling a reboot at the right time where and when necessary, or creating granular software bundles with exactly what you need for each specific use case. Benefit from:
- Run Windows Update: All / Critical / Important / Security.
- Run Windows Update: Service Pack
- Install Microsoft Office Updates
- Install Driver Updates (Hardware)
- Install Java updates
- Install Adobe updates
- Reboot If Needed
- Exclude patches
Advanced remote maintenance
AFrom Task Manager to Service Manager and Command Prompt Access, you have total maintenance capabilities right at the touch of a button. See for yourself, and check it out now for free. Uninstall applications, run scripts, install patches and run virtually any command you’ll ever need from Atera’s remote management software.
Integrated remote access with Splashtop and AnyDesk
You already know that today’s office environment is constantly reinventing itself, and rarely stays within a traditional four-walled setting. Thankfully the post-pandemic remote working landscape has added another weapon to your arsenal, and triggered a real need for IT professionals to facilitate remote access from anywhere. Atera integrates with Splashtop, AnyDesk, TeamViewer and ConnectWise.
- Access desktops, servers, applications, files and data with ease
- Share screens, send files, and establish remote control
- Use AnyDesk to record a shared screen
- Securely log in from anywhere, globally
- Open Remote Desktop from a device, ticket or alert for quick time to value
Allow employees and end-users to remotely access their work PC from home
- Chat with users in real-time to resolve issues
Asset and inventory scanning
Take a step back to get a real sense, as well as a complete overview of all the assets you’re responsible for, including who has governance and control, where documentation is kept, and your whole strategy from easy onboarding until the final frontier of your IT ecosystem.
- Hardware distribution
- Software inventory
- Operating System distribution
- MS Office distribution
- Antivirus type, update, and license status
- HDD Usage and alerting on upgrade required
- Hardware (CPU, Memory) type, size, and alert on upgrade required
- Detailed Server and Workstation configuration and status
Reporting and analytics
Unfortunately the nature of the job means that as an IT professional, your work remains all too often behind the scenes, and misses out on the kudos it deserves. Hold up, since when did that mean you couldn’t take things to the next level? For your own business growth, you need to show customers or executives just how far you’re moving the needle. How? Simple, Atera’s wide range of reports and analytics that allow you to set and keep track of data-driven goals, including:
- System health at-a-glance
- Specific customer health
- Agent health
- System inventory audit
- Microsoft Licensing
Every single action or command that you or any other user issued is automatically logged into the main database. Review them all at your convenience, and at any time with total traceability so you can really keep a 360° view of what’s going on inside your IT systems.
With automatic OID monitoring on Linux-based devices (routers, firewalls, PCs, etc.) you now have the capacity to monitor all of your printers, RAIDs, routers, and other SNMP devices, out-of-the-box.
Supercharge your written business records with Atera’s powerful IT documentation capabilities.
- Automate and simplify onboarding and onboarding procedures
- Effortless password management
- Create and customize your own knowledge base
- Link assets for easy navigation
“Atera has helped us streamline our processes to become more operationally efficient. Since signing on with Atera, my team has been freed up to work on more profitable activities. We have a partner in Atera, and they set us up for success.”
Mike Casey
Managing Director, Cloudscape
Custom Assets just the way you like
Add your assets, categorize your assets, and create asset types, to manage your unmonitored devices the way you want to.
Linux Remote Monitoring and Management for deeper visibility
Utilize Atera’s next-level Linux agent to gain complete visibility and control over your Linux environments seamlessly!
Benefits
8 Benefits of RMM and why it’s essential to IT operations
RMM is the unsung hero that enables IT professionals to keep an unwavering eye on an organization’s IT assets, ensuring they function optimally.
In the modern era, businesses run on technology, and their IT infrastructure is the lifeblood of their operations. This is where Remote Monitoring and Management (RMM) steps in. RMM is the unsung hero that enables IT professionals to keep an unwavering eye on an organization’s IT assets, ensuring they function optimally. RMM is like the guardian angel of your tech ecosystem, allowing IT teams to watch over their systems, networks, and devices 24/7, no matter where they are.
In this comprehensive guide, we’ll explore the eight key benefits of RMM and how an the software can revolutionize your IT operations.
1. Proactive issue identification
One of the benefits of RMM is its ability to proactively identify issues within an IT infrastructure. Traditional IT management often involves a reactive approach, where problems are addressed after they have already caused damage. RMM, on the other hand, provides real-time monitoring of network and system performance. This means that potential issues are detected as they arise, allowing for early intervention.
Real-time monitoring
The tools continuously track the health and performance of an organization’s IT assets. This includes monitoring system performance, network bandwidth usage, hardware health, and security vulnerabilities. The real-time nature of this monitoring ensures that IT professionals are alerted to any deviations from the norm promptly.
Early detection
By identifying issues in their nascent stages, this tool helps IT professionals intervene before problems escalate. For example, if a server is showing signs of performance degradation, administrators can remotely adjust system settings, allocate additional resources, or install software updates to resolve the issue before it leads to costly downtime or data loss.
Prevention of costly downtime
Proactive issue identification translates into a significant reduction in costly downtime. Downtime can disrupt business operations, lead to revenue losses, and damage reputation. The solution helps businesses maintain operational continuity and keeps the business running smoothly.
In an era where cybersecurity threats are ever-looming, the benefits of RMM play a pivotal role in bolstering an organization’s security measures. The solutions continuously monitor and analyze security vulnerabilities, ensuring that IT professionals are well-equipped to protect the organization’s data and systems.
Continuous security monitoring
It provide constant vigilance over security vulnerabilities. They identify potential weaknesses in the system and network, such as unpatched software or suspicious activities. This enables IT professionals to respond swiftly to threats.
Timely application of security updates
The solution simplifies the process of applying security patches and updates. This is crucial for maintaining a robust defense against evolving cyber threats. The timely application of updates helps organizations stay one step ahead of potential breaches.
Improved protection
By addressing security vulnerabilities promptly, the software solution enhances an organization’s overall protection against cyber threats. It minimizes the risk of data breaches, ransomware attacks, and other security incidents, which is one of the key benefits of RMM. These proactive measures can have devastating consequences.
“Atera also helps us streamline our IT operations and reduce costs by providing a single platform for managing multiple IT tasks, from patching and updates to endpoint protection and backup.”
Tom Borgmann
Co-founder and Senior Systems Engineer, Stellar IT Solutions
Efficiency is a core pillar of successful IT operations, and the benefits of RMM make it a powerful ally in this regard. It streamlines IT management by automating routine tasks, reducing manual intervention, and enhancing overall productivity.
Automation of routine tasks
Tools automate repetitive IT tasks, such as system updates, patch management, and performance monitoring. This IT automation allows IT professionals to focus on more strategic and value-added activities.
Reduction in manual intervention
With RMM in place, IT professionals spend less time on manual, time-consuming tasks. This translates into significant time savings and reduces the risk of human errors.
Enhanced productivity
The efficiency gained through this tool leads to improved productivity. IT professionals can accomplish more in less time, leading to faster issue resolution and a more agile IT environment.
Businesses are continually seeking methods to streamline expenses, and the RMM pricing model stands out as an indispensable cost-saving tool that warrants attention. By reducing operational costs and minimizing the need for repair and recovery expenses, RMM has a direct impact on a business’s bottom line.
Reduction in operational costs
RMM optimizes IT operations, reducing the costs associated with manual management and oversight. This results in cost savings that can be redirected towards other strategic initiatives.
Minimized repair and recovery expenses
By preventing issues and minimizing downtime, RMM significantly reduces the need for costly repair and recovery efforts. This is particularly critical for businesses that rely heavily on their IT infrastructure.
Efficient resource utilization
RMM ensures that IT resources are used efficiently. It helps allocate resources based on actual needs and usage patterns, preventing overspending on underutilized assets.
As businesses grow and evolve, their IT needs change. RMM solutions are designed to scale with an organization, providing flexibility and adaptability in managing an expanding IT infrastructure.
Adaptability to changing IT infrastructure
It adapts to the changing requirements of an organization’s IT infrastructure. Whether it’s adding new devices, expanding networks, or accommodating remote workforces, RMM can seamlessly scale to meet these demands.
Ability to scale
The scalability ensures that it can grow with your business. Small and medium-sized businesses can benefit from RMM just as much as large enterprises, as it can be tailored to suit the specific needs of each.
Flexible management
The software allows for flexible management of additional devices and resources. Whether it’s managing servers, workstations, mobile devices, or IoT devices. It provides a centralized and adaptable solution. professionals to respond swiftly to threats.
6. Comprehensive reporting
Data-driven decision-making is at the heart of successful IT operations, and the tool excels in providing comprehensive reporting that helps organizations make informed choices.
Access to detailed performance reports
Tools generate detailed reports on system performance, network utilization, security, and more. These reports offer insights into how the IT infrastructure is functioning and where improvements can be made.
Data-driven decision-making
By analyzing the data provided by RMM, IT professionals can make informed decisions about optimizing the IT environment. This data-driven approach leads to more efficient operations and resource allocation.
Enhanced insights
RMM’s reporting capabilities provide enhanced insights into IT operations. These insights are invaluable for strategizing and ensuring that the IT environment aligns with the business’s goals.
The ability to manage IT assets remotely is a significant benefit in an increasingly interconnected and globalized world. It offers centralized control, swift issue resolution, and minimized on-site support requirements, so you can work from anywhere.
Centralized control
Tools provide a centralized platform for managing IT assets. This allows IT professionals to oversee and control devices and systems from a single dashboard, regardless of their physical location.
Swift issue resolution
One of the standout benefit of RMM is its ability to resolve issues swiftly. IT professionals can diagnose and fix problems remotely, reducing the need for on-site visits and minimizing downtime.
Minimized on-site support
With an RMM in place, the reliance on on-site support is significantly reduced.
This not only saves time and resources but also enables IT professionals to provide efficient support from anywhere in the world.
“Last week, our average response time was twenty-five minutes or less, all thanks to how we use Atera. With the help of a solution like Atera, we are confident that we will continue growth in a sustainable manner.”
Danny Purnell,
Marketing and Comms Manager, Systemagic
8. Improved customer satisfaction
For businesses that offer IT services to clients or customers, it can significantly enhance customer satisfaction. By ensuring reliable and efficient IT services, organizations can build trust and loyalty with their clients.
Enhanced service quality
It enables IT service providers to offer a higher level of service quality. Clients experience fewer disruptions, faster issue resolution, and more reliable IT support.
Reduced system downtime for clients
Clients benefit from minimized system downtime, which is crucial for their own operations. This leads to greater satisfaction and a positive business-client relationship.
Building trust and loyalty
Consistently providing reliable IT services through a software builds trust and loyalty with clients. Satisfied clients are more likely to remain loyal and recommend your services to others.
Atera’s RMM: streamlining IT operations for peak efficiency
Say goodbye to the hassle and hello to seamless IT operations with Atera’s cutting-edge RMM solution! Picture this: a world where your IT operations are not just streamlined but supercharged, where technology works harmoniously, without a glitch. Atera’s RMM platform is your ticket to this IT management utopia, transforming the way you manage your IT assets.
Imagine having real-time visibility into your entire IT infrastructure, from servers and workstations to networks and devices, all from a centralized dashboard. Atera’s tool gives you this power, offering a 360-degree view of your tech landscape. Monitoring becomes proactive, allowing you to identify issues before they impact your operations. It’s like having a crystal ball for your IT systems, ensuring you’re always steps ahead, minimizing downtime, and maximizing productivity.
“It’s like having a crystal ball for your IT systems, ensuring you’re always steps ahead, minimizing downtime, and maximizing productivity.”
But that’s not all. Atera’s tool doesn’t just stop at monitoring – it empowers you to take control. Need to install critical updates across your network? Done. Want to troubleshoot a user’s issue remotely? Easy. With Atera, you can perform tasks efficiently and effortlessly, right from the palm of your hand. It’s like having a magic wand for your IT tasks, simplifying complexities and speeding up processes.
Security concerns keeping you up at night? Atera’s RMM has got your back there too. Stay ahead of potential threats with robust security features, ensuring your sensitive data remains safeguarded. Atera doesn’t just streamline your IT operations; it fortifies your digital fortress.
In the fast-paced world of technology, Atera’s tool isn’t just a tool; it’s your strategic partner. It’s the compass guiding your IT ship, helping you navigate the complexities with ease. So, why settle for the ordinary when you can embrace the extraordinary? Experience the revolution — let Atera’s RMM streamline your IT operations, making complexity disappear and AI-powered IT the new norm.
Use Case
Enhance help desk performance effortlessly
Optimize workflows, track metrics, and boost customer satisfaction with our tailored solutions.
With the rise of remote work and emerging technologies, managing the modern IT ecosystem has become infinitely more complex.
IT professionals are under increasing pressure to deliver swift and effective support to users. With ticket management and time-consuming maintenance tasks bogging down helpdesk processes, efficiency can suffer, and these IT demands are escalating.
To address these challenges, IT professionals must establish an exceptionally efficient helpdesk. In this blog, we’ll explore the fundamental strategies and cutting-edge technologies necessary to streamline your helpdesk operations in 2024.
Consolidate and centralize
In this remote and digital-first environment, the task of managing an ever-expanding network of networks and endpoints can present significant challenges. Not only is it complex, but it can also be financially burdensome. The traditional approach of relying on multiple disconnected tools for various aspects of IT management only exacerbates these challenges, leading to inefficiencies and increased costs.
To navigate this landscape successfully, organizations need to streamline their IT management processes by adopting a single platform that can address multiple needs comprehensively. This unified approach not only simplifies management but also enhances visibility and control over the entire IT infrastructure. With all tools and functionalities consolidated into one platform, organizations can eliminate redundancies, minimize overhead costs, and improve operational efficiency.
Furthermore, as economic uncertainties loom and recession concerns persist, optimizing IT spending becomes more crucial than ever. Organizations are under pressure to stretch their budgets further while still meeting their technological requirements. As a result, many companies are actively seeking ways to optimize spending, such as renegotiating contracts with vendors, consolidating their tech stacks to eliminate unnecessary expenses, and exploring more cost-effective tools and services.
By embracing strategic cost-saving measures and leveraging technology solutions that offer both functionality and affordability, organizations can navigate financial constraints without compromising the quality of their IT infrastructure.
Pick a tool with a powerful ticketing system
When it comes to managing IT operations and help desk effectively, having a robust ticketing system is crucial. Whether you’re dealing with internal IT support requests or providing services to external clients, a powerful ticketing system can streamline workflow, enhance communication, and ensure timely resolution of issues.
A strong ticketing system is essential for any efficient helpdesk. When IT departments have a reliable ticketing system, they can handle internal problems well without losing important details or leaving cases unresolved. This means they can check error logs, make reports, prioritize tasks, and assign them to the right people.
One of the key strengths of the AI ticketing system of Atera is its customization capabilities. With configurable ticket forms, predefined workflows, and flexible SLA settings, organizations can tailor the system to suit their unique requirements and business processes. Whether you’re managing IT incidents, service requests, or change management tasks, Atera provides the flexibility and scalability needed to adapt to evolving needs.
Not only that, but Atera’s IT management platform is powered by Action AI to help organizations eliminate Tier-1 support, cut down response and resolution times, and boost IT efficiency by leveraging AI and automation.
Benefits of a powerful ticketing system
Streamlined communication
Centralizes communication channels for efficient interaction between users and support staff.
Efficient workflow management
Automates processes, routing tickets to appropriate personnel for faster resolution.
Enhanced accountability
Tracks each ticket’s lifecycle, fostering transparency and holding support staff accountable.
Improved customer satisfaction
Delivers timely support, leading to higher levels of customer satisfaction.
Data-driven insights
Captures valuable data for trend analysis, enabling informed decision-making.
Scalability and flexibility
Adapts to evolving business needs with customizable workflows and automation.
Cost savings
Optimizes resource utilization, reducing operational costs over time.
Compliance and security
Ensures compliance with regulations and safeguards sensitive data from breaches.
Efficient IT helpdesk support is crucial for organizations to maintain smooth operations. However, traditional approaches often fall short, with long response times and limited resolution capabilities. This is where the power of AI comes into play, revolutionizing IT management and transforming the helpdesk experience.
One of the key benefits of Atera’s AI-powered system is the elimination of Tier-1 support. With the help of Atera’s Autopilot, end users can troubleshoot and resolve Tier-1 issues independently, without the need for technician intervention. This not only empowers users, but also frees up Tier-1 techs to focus on more complex and strategic tasks, effectively transforming them into Tier-2 technicians.
Moreover, Atera’s Copilot feature further enhances the capabilities of Tier-1 techs by providing AI-powered assistance in addressing Tier 2 tasks. This reduces the number of tickets escalated to IT managers, allowing them to allocate their time and expertise to strategic initiatives such as cybersecurity, infrastructure improvements, and eliminating technical debt.
The impact of Atera’s AI-powered Autopilot and CoPilot extends beyond individual roles and departments. The entire organization benefits from shorter service level agreements (SLAs), minimal downtime, streamlined processes, and improved access to data. This cross-organizational efficiency ultimately translates into significant cost savings and increased profitability.
Not only does AI in IT helpdesk support improve operational efficiency, but it also has a positive impact on employee well-being. By automating manual and mundane tasks, IT professionals can focus on more meaningful work, leading to higher job satisfaction. Additionally, the improved IT service resulting from AI assistance makes employees happier, as their issues are resolved more quickly and effectively.
Foster self-service with a central knowledge base
Fostering self-service capabilities through a central knowledge base is a powerful strategy for increasing efficiency in IT helpdesk operations. By providing users with access to a comprehensive repository of information and resources, organizations empower them to resolve common issues independently, reducing the volume of support tickets and alleviating the burden on helpdesk staff.
Here’s why investing in a central knowledge base is essential for driving efficiency in IT helpdesk environments:
Empowering end users
A central knowledge base equips end users with the tools and resources they need to troubleshoot and resolve issues on their own. By providing clear and accessible documentation, tutorials, and troubleshooting guides, organizations empower users to find answers to their questions and resolve common issues without having to contact the helpdesk.
Reducing ticket volume
By promoting self-service options, organizations can significantly reduce the number of support tickets submitted to the helpdesk. Many routine inquiries and basic troubleshooting tasks can be addressed through self-service channels, freeing up helpdesk staff to focus on more complex issues that require their expertise.
Improving response times
With fewer support tickets to manage, helpdesk staff can respond to incoming requests more quickly and efficiently. By leveraging self-service options, organizations can streamline the support process and ensure that users receive timely assistance when they need it most.
Enhancing user satisfaction
Self-service options empower users to take control of their IT experience and resolve issues on their own terms. By providing access to a central knowledge base, organizations demonstrate a commitment to customer service and empower users to find solutions to their problems independently, leading to higher levels of user satisfaction.
Enabling continuous improvement
A central knowledge base serves as a valuable repository of institutional knowledge, capturing insights and best practices that can be leveraged to improve support processes over time. By analyzing usage patterns, feedback, and search queries, organizations can identify areas for improvement and refine their knowledge base to better meet the needs of users.
By empowering end users, reducing ticket volume, improving response times, enhancing user satisfaction, and enabling continuous improvement, organizations can streamline support processes, optimize resource utilization, and deliver superior IT services to their users.
Define help desk key performance indicators
To maintain and enhance help desk performance goals, it’s crucial to define and track key performance indicators (KPIs) and metrics.
Help desk performance goals provide valuable insights into key aspects of helpdesk performance, such as response times, resolution rates, customer satisfaction scores, and resource utilization.
By clearly defining help desk performance metrics upfront and establishing benchmarks for success, organizations can track progress, identify areas for improvement, and make data-driven decisions to optimize helpdesk performance. Regular monitoring of success metrics allows organizations to assess the impact of process improvements, technology implementations, and training initiatives, ensuring that helpdesk operations remain aligned with business goals and objectives.
Additionally, by establishing a culture of accountability and transparency around success metrics, organizations can drive continuous improvement and foster a culture of excellence within the helpdesk team.
Average first-call resolution
Average handle time
Customer satisfaction
Net promoter score
First contact resolution rate
Switch to an all-in-one, AI-powered IT management platform
Switching to an all-in-one, AI-powered IT management platform is vital in today’s IT world. Action AI in IT management empowers organizations to improve operational efficiency, enhance service quality, reduce downtime, and accelerate decision-making processes by leveraging the capabilities of artificial intelligence and automation technologies.
By leveraging AI and automation, Atera enables organizations to drastically reduce response and resolution times, resulting in enhanced operational efficiency.
This not only streamlines processes but also allows IT managers to allocate their time to strategic initiatives such as cybersecurity and infrastructure improvements. The impact of AI in IT extends beyond efficiency gains, as it improves employee well-being and satisfaction.
By automating mundane tasks, IT professionals can focus on more meaningful work, while employees benefit from faster and more effective IT support. Ultimately, AI in IT is vital for organizations to achieve significant cost savings, improved service quality, and a competitive edge in today’s digital landscape.
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FAQs
We developed an all-in-one platform that enables IT professionals to gain access, visibility, and control over all their networks and devices from anywhere, so they can work smarter and light years faster.
With Atera, you can manage your entire IT operation — from patch management, IT automations, advanced reporting, alerts, helpdesk, ticketing, and even dozens of integrations with the tools you already know and love — all in one place.
Our pay-per-technician model (without long-term contracts) enables IT Departments and MSPs to pay a fixed price and scale operations across unlimited devices, all while reducing menial tasks so they can focus on the work that matters most.
So the pricing is also simple, straightforward and transparent.
Is your Agent Brandable? Can we white label it with our logo?
The agent itself is brandless, has nothing to identify it with Atera. When activated to open a ticket the first thing the user will see will be your brand (The MSP brand) on the ticket form that will pop-up.
Do you have monitoring, automation, and remote access modules for OS X, and if not, do you plan to implement those in the near future?
We monitor OS X with SNMP and have collaborated with Citrix (GoToAssist) so we have remote access using GTA for OS X. We do not yet have automation for OS X, but in general, OS X is on our development roadmap.
How is your security? Is data encrypted on the servers since it is multi tenant? Are their options for MFA? How do you ensure that my customer’s data cannot be accessed from another environment?
We invest a lot in security; our development team are former cyber security developers and have in their CV the honor to have developed a cutting edge Firewall. We do encrypt all data on the servers, we have MFA; you can build a specific access list (IP Based) defining who can access the system. Additionally, we provide a token-based solution that after login sends an email with a unique password that is valid for a very short time. Even though we are multi-tenant we have specific database instance separation between customers thus further insuring the security and integrity of our users data.
What kind of failovers do you have to ensure your end-users do not experience downtime?
We are in MS Azure, that in itself has an up-time commitment of 99.95% per instance and we have implemented load balancing and fail-over between two geographical regions so the probability that both will go down at the same time is almost null. Additionally, Microsoft implements the most advanced quality and security methodologies.
Are you affiliated with ACBRO? Do you have ACRBO discounts?
Yes, we are an ACRBO approved vendor. Our pricing philosophy is to always be transparent and fair so we do not give discounts or “make deals” beyond the prices in our website. In other words, you always know you are getting the best deal.
How do you handle new onboarding? Does your staff spend any time to properly get the new client up to speed after migration to fully utilize and learn your new system?
Our whole strategy and development goals are to achieve simple self on-boarding and a different User Experience than the legacy software vendors in the market. Our software is designed so that it requires very little resources to insure successful on boarding. However, there is nothing we love more than working with our users to make sure their onboarding process is smooth and fast.
Other than licensing, how does Atera compare with the traditional RMM vendors? What does it do better or worse or different?
Atera is a completely different technological approach. We are “born in the cloud”, our software is a whole different experience both in terms of onboarding and daily ease of use. The other differentiation is that we built our software as one RMM+PSA+Remote Access from the beginning and are not integrating two or three products. This is very significant in terms of daily work efficiency.
How does your pricing compare to the traditional RMM vendors (Kaseya, N-able, Labtech, GFI)?
At Atera, you only get billed a fixed monthly fee for the number of technicians that actually use our software. So you don’t pay more when you grow or add more monitored devices and you can give really great service because you can put a monitoring agent on all devices in the network without extra cost. Fair’s fair.
Can I generate automatically a Service Ticket from an Agent Alert?
It is possible to automatically generate a ticket from an alert. We do not recommend it because it can create a lot of noise in the ticket dashboard. The Ticket Dashboard in Atera is equivalent to a Prioritized To-Do list. There is a very easy way to review an Alert and with one click transfer it into a ticket to be handled, tracked, billed etc.
How does your pricing compare to Autotask and Connectwise?
Autotask and Connectwise are PSA solutions only. Atera includes RMM and Remote Access in addition to the PSA capabilities so it is practically not comparable. You actually need to compare it to the cost of an RMM + PSA + Remote Access. Additionally, we have a unique, transparent, technician based pricing model with the capability to install unlimited agents without any extra cost.
Do you have integration with 3rd party accounting systems such as QuickBooks / Xero?
Yes! Atera provides powerful and direct integrations with QuickBooks and Xero .
