Frequently Asked Questions

What does Atera sell?

We developed a SaaS solution for MSPs that on one hand combines three products into one: RMM, PSA and Remote Access but is very simple to use (our design philosophy). The pricing is unique in our world…the MSP world, it is based on the actual number of technicians using the software with unlimited agents for Servers and Workstations. So the pricing is also simple, straightforward and transparent.

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.

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 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.

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.

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.

Do you have integration with 3rd party accounting systems such as QuickBooks / Freshbooks / Xero?

Yes, utilizing Zapier you can integrate and synch data between Atera and QuickBooks, Freshbooks and Xero. For more information, go here.

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.

Is there any limits on the amount of data you can backup with the integrated backup solution?

There is no limit. It is a separate App and costs $0.20 per GB, the charge is based only on actual usage.

I signed up for your trial and tried to install your agent on a Windows server. The agent required .NET 3.5 which couldn’t be installed automatically. This seems like it will cause problems for automated deployment (either via GPO or another RMM tool).

When using silent installation /automated deployment we install .NET 3.5 automatically.

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.

Can I migrate the data from my old system to Atera?

Migration of data from your old system to Atera is possible. We will need you to send us the data and we will upload it for you.

What does Atera sell?

We developed a SaaS solution for MSPs that on one hand combines three products into one: RMM, PSA and Remote Access but is very simple to use (our design philosophy). The pricing is unique in our world…the MSP world, it is based on the actual number of technicians using the software with unlimited agents for Servers and Workstations. So the pricing is also simple, straightforward and transparent.

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.

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.

Is there any limits on the amount of data you can backup with the integrated backup solution?

There is no limit. It is a separate App and costs $0.2 per GB, the charge is based only on actual usage.

I signed up for your trial and tried to install your agent on a Windows server. The agent required .NET 3.5 which couldn’t be installed automatically. This seems like it will cause problems for automated deployment (either via GPO or another RMM tool).

When using silent installation /automated deployment we install .NET 3.5 automatically.

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.

Can I migrate the data from my old system to Atera?

Migration of data from your old system to Atera is possible. We will need you to send us the data and we will upload it for you.

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 / Freshbooks / Xero?

Yes, utilizing Zapier you can integrate and synch data between Atera and QuickBooks, Freshbooks and Xero. For more information, go here.