ConnectWise RMM Reviews

As an MSP, we utilize ConnectWise RMM for the management of our client environment.

The best features of ConnectWise RMM are the automation tools that they've included, which are quite good, enabling us to mass manage systems, schedule scripts, etc.

We use some of the probe features in ConnectWise RMM that do network discovery and monitoring capabilities.

ConnectWise RMM helps our team maintain network visibility and proactively address potential issues since the product works effectively at unknown device discovery, making it better than sending someone to the site for a manual discovery.

ConnectWise RMM helps in automating security updates and maintaining endpoint security. We appreciate that their NOC team does evaluations on the security updates, allowing us to free up our time and making it a huge timesaver for us.

The ability to do deployments through ConnectWise RMM's scripting features allows us to deploy new software or monitor the status of antivirus or system protection software, presenting another measurable benefit for us regarding ROI.

The pricing for ConnectWise RMM is reasonable, and I feel that we're getting good value for the dollars that we're spending even though I don't have anything to compare it against.

We are about 2 1/2 years into using ConnectWise RMM, having transitioned from Automate prior.

The initial setup with ConnectWise RMM is painful, to be completely honest.

The pain points during the initial setup with ConnectWise RMM include the migration from Automate to RMM being very time-consuming and the process not being as straightforward as indicated.

I rate their support and customer service with ConnectWise as good, as their support team is quick to answer chat requests.

We had ConnectWise Automate prior to RMM, and while Automate was a little less expensive, we are definitely getting more features and functionality out of ConnectWise RMM.

The initial setup with ConnectWise RMM is painful, to be completely honest.

The pain points during the initial setup with ConnectWise RMM include the migration from Automate to RMM being very time-consuming and the process not being as straightforward as indicated.

We had to pay for a consulting member from ConnectWise to assist with the migration process.

The assistance was provided through ConnectWise.

I would consider those points as part of our ROI regarding ConnectWise RMM because it saves a lot of time.

It saves probably more than 50% of the time that would have been required, likely around 75%.

ConnectWise RMM seems to integrate with other tools, as they appear to be friendly when it comes to integration with a lot of tools.

They integrate with other tools, such as Webroot, another antivirus software, and Hudu, a documentation service.

The impact of ConnectWise RMM's comprehensive reporting and analytics tools on our decision-making process is significant, as providing an easy-to-read report on the status of the environment is important for our clients.

The process of fully migrating to ConnectWise RMM takes probably about a month and a half.

On a scale of one to ten, I would rate ConnectWise RMM a 7.5.

ConnectWise is agent-based, allowing it to monitor and manage various network activities effectively.

We're a managed service provider, and that's our primary business function. We're using ConnectWise RMM to manage patching, monitoring, and reporting for our end customers, as well as for remote access and support.

Their tool is good in the sense that it handles patching effectively. They're constantly updating and improving it. Their ScreenConnect tool is very nice, especially for remote purposes, as it handles UAC prompts and similar tasks very well. They're getting better and making great improvements.

The tools is very reactive. Everything has to be predefined and canned ahead of time. ConnectWise has been around for a while and has undergone a lot of changes, but everything is predefined. You can't do many open queries or things like that. For instance, if I want to determine how many of my customers have a particular package, I need to find an already pre-created report for that; I can't query it dynamically.

It's a legacy tool with many outdated approaches. It is managed offshore which affects everyone because it seems the developers don't fully understand our needs.

I have been using ConnectWise RMM as a partner for four years. As an organization, we've probably been using it about ten years.

Stability has been very good. I rate the solution’s stability a ten out of ten.

The tool scales very well. I've managed up to a thousand endpoints at a single customer site, and we're currently managing about 1500 endpoints. It performs efficiently. Each of our customers has their own sites, which allows me to monitor everything at a global level.

Once you've established the client in the RMM tool, you create the site. Setting up the site can be a bit onerous because of the recent changes, which we need to learn. However, once it's set up, deploying the agent is extremely simple and straightforward. It's as easy as using a URL that people can visit, which will automatically determine the environment and download the necessary components. The initial setup can be somewhat challenging.

If it's a new site, it'll probably take me about an hour to set it up. It's a matter of getting familiar with the process. As far as deploying the agents to the individual endpoints is concerned, that's literally minutes. Customers can do that themselves.

A few of us can do set up the initial site. Anyone can handle the agents deployment. In our case, it's quite doable even by sending the URL to the customer.

We deploy agents to maintain our customers' machines. ConnectWise RMM provides us with a platform to deploy software through these agents. It also allows us remote access to provide help desk support and other services. Typically, we mark up the product significantly to cover additional services. Datto is priced similarly.

There are different subscriptions available for ConnectWise RMM that you can choose from. Essentially, our endpoint costs around two dollars and fifty cents per endpoint per month. If we opt for a server agent, which is essentially the same agent but with different parameters, the cost increases to around three dollars per month. It's very inexpensive.

The tool is self-maintaining. It basically updates itself on all the agents, whether they are on Macs or Windows but linux lags a little behind.

It's solid and proven solution but lacks support. When everything goes right, it's great. But when things go wrong, you might feel like you're left hanging. I'm concerned about this reliance on point solutions rather than a more dynamic approach.

AI is still very new to our market. Most of my customers are focused on their core business operations, and there hasn't been much adoption of AI among them at this point, especially since we primarily serve SMBs. Some of the larger companies I work with are also primarily focused on their core business activities. Unless there's a significant impact on their business from an AI perspective, they haven't shown much interest yet. However, from a threat perspective, we do utilize tools like ConnectWise RMM and Webroot, which incorporate AI functionalities for threat detection and remediation.

Overall, I rate the solution a seven out of ten.

It enables us to respond to issues quickly and efficiently. Before using this technology, a customer would call our shop and have to wait for someone to be scheduled to address their issue. When we receive a call or a ticket, the person responsible for that client's site is immediately notified. For example, I'm dedicated full-time to one of our client sites, managing their needs 24/7. I receive all alerts, including any critical issues with servers or workstations, often before the employees arrive in the morning. Our RMM solution includes anti-malware software deployed to each workstation and amplifiers that help us address any infections or issues as soon as possible, often remotely. If a client's computer crashes, we may need to go on-site, but even then, we often receive alerts about these issues beforehand.

We have a client whose site is off-site. When we receive a help desk ticket, I contact the client and, if possible, remote into their computer to assist them instead of being on-site. This allows us to maintain their networks remotely, accessing their servers to perform necessary maintenance without needing to be physically present.

It allows you to remotely access workstations without requiring the client to download additional software. The system needs to be preconfigured upon client contact, but once set up, it enables you to deploy updates, install software, and perform remote reboots of their workstations.

If a computer hasn't been turned on for a long time and the client software is installed, it may not reconnect to the dashboard once it's powered up. In such cases, you might need to uninstall and reinstall the software to restore functionality.

It is pretty scalable.

I haven't had any issues getting assistance for a customer site using the vendor we partnered with. I've used them a few times, and they've been very knowledgeable, especially with complex server issues.

Positive

Deployment is quite straightforward. We create installation packages tailored to the customer’s requirements. These packages include antivirus and anti-malware software and any other necessary applications. Once the package is prepared, we can deploy it to a new computer, ensuring that all the required software for that specific client is installed in one go.

Creating a package may take some time, but deploying it is straightforward once it's properly set up. After deployment, the remote software will be installed on each required computer within minutes.

It is intuitive. The vendor manages much of the backend, so any necessary updates are automatically deployed to the dashboard across all customer sites.

We have a team at the office that handles implementing our software. It is now deployed for our customer sites.

Overall, I rate the solution an eight out of ten.

We are a 100% services company. We don't give any software. Our clients are MSPs who are using Continuum, ConnectWise, LabTech, or Kaseya and want to monitor and manage these servers and desktops and take care of assets for their own customers. For example, you're going to be an MSP and you purchased Continuum for your customers, but you don't have the resources or the skills to make the most out of it. We use our experience and knowledge of Continuum and help you set up things and manage your customers. We run everything behind the scene. We are the people who work on the Continuum tickets and help them.

We do not use any specific application but according to me the idea behind building this software is to ensure that it is easier for MSPs to use. Let's say that I'm going to be an MSP. I go and buy Continuum for my own clients, and I deploy it on ten servers. They are also monitored and managed by Continuum behind the scenes. If I have to give access to the customer, I can actually give the customer portal to them, and they can use the same portal.

The user interface is the first valuable feature. The integration is the second valuable feature. The integration that you are doing with the products needs to be very certain. There shouldn't be any glitches. There are different software out there that will give you an option called scripting and ask you to do a hundred different things to set up a script for a particular customer. With Continuum, everything is done a single way. You just select the clients, script, and machine, and then you just go and deploy.

The best part of Continuum is that it is not just a software company. It is a pure services company. It is an RMM software; it isn't used as a PSA. The software is just a part of the service offering. This is the difference between all other service providers out there and Continuum. Continuum is basically providing services. Continuum doesn't sell the software.

They may include support for vaulting, where you can actually document the entire infrastructure, including servers, desktops, networks, passwords, maps, diagrams, and customer information. Continuum has integrated everything, and you have to use a PSA. Continuum has a ticketing system and an RMM. They could integrate the functionality for IT documentation. An MSP would want everything into one tool. Existing users with Connectwise PSA may not need it since they have entire things already documented under their own portal and assets mapped against it. 

I have been working with Continuum for 15 years. 

The agents are quite stable. Most of the time, everything runs behind the scenes. The MSP agent does not have to bother much.

It needs maintenance only a few times. You can send an advance broadcast to your customers to let them know. There is a database that runs behind the scenes, and this database needs some sort of maintenance. When that happens, you can send a broadcast, maybe 15 or 20 days, in advance.

It is scalable because it is SaaS. The MSP does not have to worry about the number of seats to buy, the software to buy, and sizing. There is no issue with the sizing, and if there is no issue with the sizing, there is no issue with scalability.

They have different service plans for customers. They have care, manage, and monitor plans. They also have different service plans for desktops.

They provide support through chat, phone, and email. If you need support, you can activate the chat support any time during the day because they are available 24/7. They will remotely take control of your machine and start working with you. I would rate their technical support a seven out of ten. At times, it becomes difficult for them to work remotely. A few times, we had communication issues, but as far as the resolution and technical things are concerned, I don't see any issues with them.

I have worked with ConnectWise Automate, and we also have customers who are using Datto, Nable and much more.. According to me Continuum is a service driven company. They don't just hand out the tool to you, and you can go on your own. As far as Datto is concerned, they have a decent enough user interface. Datto is integrating everything and perhaps doing the same thing that Continuum did in the past. They also have a SaaS model, but they are still a product company.

There is also a difference in the price. If you work with Datto, they will only give you a product. You have to configure everything. You also need to monitor it on your own and put your team to manage the service and everything else. Continuum doesn't offer any such product. It is a pure services company.

I have also worked with LabTech. It is easier but requires a lot of configuration. I don't find it to be user friendly. The console and the user interface are a bit tricky. People who are used to using a web interface would have thought time. Ofcourse, they have training and hands on as well.

It is a Saas-based solution. You don't have to deploy anything. Clients have their own portal. You just have to get a login from them, and you can create your sites and start deploying agents in the first hour. The deployment takes two minutes. Their engine is very smart. Unlike other RMM providers where you have to decide whether it's going to be a DNS server, DHCP server, or something else, Continuum has something called smart monitoring. Continuum will try and learn on its own that it is going to be an exchange server. It will actually configure the monitoring based on it.

We help MSP's set it up including our years of experience and knowledge. We are people who help them make most out of it.

We've seen a lot of MSPs who have grown by using Continuum. I really do not see any challenges working with this solution. It has been something that most MSPs prefer, even if it is going to be a bit costlier. They pay a good amount per agent per month, but they don't mind it because it is going to save a lot of labor work for them.

Everything is available with a single click. Of course, you get a lot of tickets because when the monitor gets configured, it will be sending you tickets, but once you have a proper plan, there is nothing else that you have left.

I have a partner or customer with whom we've been working since 2010 or 2011. They were a 4-person company, and now they are a 25-person to 30-person company. It was possible because they had a process that aligned more or less towards what Continuum does. By using Continuum, their life got much easier because they have accessibility from anywhere.

It has a pay-as-you-go model. They don't have any minimum, maximum, or such sorts of commitments with any of their partners or customers. I don't believe they have any restrictions about using a specific number of agents. You don't have to use 100 agents or 200 agents to work with this. 

They may have a lock-in period of three months, during which you cannot switch a service plan, which is fine. 

Like I mentioned we are RMM Independent services company.

There's a race between a lot of service providers or RMM providers out there. They give a lot of options for MSPs, including lowering the cost. MSPs need to understand their offerings and the needs of their customers. If they are a company with more or less five to ten people and they want to focus more on the customer-facing part instead of actually working on the server and desktops, I would say Continuum is the best solution for them because they won't be paying money per agent per month.

With other RMMs, you will save money as far as the product is concerned, but you also need to spend time. Your team members need to work on each and every server and identify the issues that are happening. It is like a circle. You pay less for the software, but then put your own people to service, or you pay more for the service and get what you are really looking for.

My advice is to first understand whether your customers are ready to pay for such services and whether there will be thorough monitoring and management on a 24/7 basis. If yes, then for the initial stage, Continuum is the best solution to go for. If you're going to be managing 100, 200, 500, or so machines, then perhaps Continuum is the best way to start off. If you're going to be a very large MSP, such as someone who is managing more than 5,000 or 10,000 assets, it is a different story altogether.

Continuum also provides resources. As an MSP, if you are using Continuum, and you want someone to take care of your day-to-day activities and be a part of your company, Continuum can help you with your operations.

Continuum has been improving this solution continuously. They are getting customer feedback through every event and channel. They have technical account managers who go to the customers, understand the requirements, and get them rolled into their own product development team. The feature perhaps goes to the beta phase, and then it is launched.

I would rate Continuum an eight out of ten. As far as the IT documentation part is concerned, they may have been working on it, and we may get something out soon. Apart from that, I don't see any issues with the product itself.

We use Continuum Command as an RMM and patch management solution for our own customers.

The most valuable features are RMM and patch management. However, the main reason we have been using this solution is that they are the only provider of RMM that has an outsourced NOC and help desk. This has been very useful.

The solution could improve by offering better overall management and dashboards.

In a future release, it would be a benefit to have multi-vendor support to be able to manage every single one of my vendors from the same console.

I have been using the solution for approximately two years.

The solution is stable.

Continuum Command is scalable.

Most of our clients are small to medium-size businesses. However, it would not be difficult to implement in an enterprise-size environment.

The technical support has been fantastic.

We have used Kaseya previously.

The installation is easy.

Continuum Command price is more expensive than competitors, it is three times the price of the next lowest and costs approximately $25 an endpoint. However, when you take that into account you receive the help desk and outsource NOC included it has a lot more value because competitors do not provide the outsourced NOC and help desk. 

If these are the features the customer wants, this is the most price-effective. If I had to implement my own help desk for that number of users, it is going to take a lot of users before it gets to a point where it is commercially viable. It would have to be at least over 100 endpoints to implement my own help desk. Whereas now, I am not paying for NOC or help desk that I am not using. It is worth it just for that feature.

My advice to those wanting to implement this solution is if they do not want to manage their own NOC, this is their only choice. Nothing else will do it unless they can invest in their own NOC and help desk.

I rate Continuum Command an eight out of ten.

Continuum Command is a Remote Monitoring and Management (RMM) solution and the basic use cases are remote connecting, patching, and some automation. It also has additional modules security and backup that can be added.

An example of automation is that I have some machines that need to be logged off every night, so I can push logoff automation for those. I can also push out a reboot action, as another example. I can do more complicated commands. You can set schedules up and it automates whatever tasks you want.

We have clients that we manage using this RMM.

It has allowed us to work on more clients efficiently. With a view of the dashboard I can see who has issues and who isn't patched. With 2 factor authentication I can allow clients to access their machines form home without a VPN. Other modules can be added to enhance security and offer backup solutions. They can even provide a US based help desk to do most of the managing for you if you want to go that route. I found the help desk a must have for server maintenance. They don't interact with the client. They report and work with you on solving issues that would be hard to find without them.

The most valuable feature is the patching solution. Patching Windows machines can quickly become something that doesn't get accomplished. Since the patches are tested before implemented many patches that cause machines to have issues don't get implemented until they are fixed. The  two major patches that occur in Windows twice a year can be put off for 3 months. The next would be remote connection where logmein pro is used, There's a 24/7 help desk. and Webroot suite is standard. I use the security suite and have watch ransomware attacks get stopped in their tracks. Saving hundreds of dollars in lost data and time

Some additional automation functionality would be helpful.

I would like to see the incorporation of the dashboards for other products that they work with into the main dashboard.

It would be nice you were able to change the widgets on the main dashboard to be more of what you want. For example, a lot of the times you have three columns and you can only move the widgets within those three columns. You can move them from column A to column C. It would be a big help because a lot of the time, you don't use the main dashboard.

A price reduction would always be nice.

We have been using Continuum Command for about two years.

This product has always been very stable.

It seems to be very scalable. For all of my clients, I put it on the server and it automatically deploys, so it propagates onto the land on its own.

Technical support is very quick. I've dealt with them both on the phone and in chat.

For the most part, the product works very well so you don't really need a lot of technical support. However, for the few times that I have wanted to, for example, get some help with some automation, I was able to open a chat window with them and have anything that I needed answered very quickly.

We used Kaseya in the past and when I used it, it didn't work very well.

Continuum Command had more to offer and it was more expensive, but it's a much more stable product and it did what it was supposed to do.

The initial setup is pretty straightforward. They have an onboarding team that walks you through a lot of things. The deployment only took a couple of hours because they deploy with an agent that you can push out.

The maintenance happens behind the scenes, so you don't really deal with it. They do give you updates and if there is an alert that comes along then they will email me.

In computers when they get behind on patching the are vulnerable to attacks. Most than that they get very slow. So my ROI is being able to work on calls that are real and not spend hours getting a machine to a current state before troubleshooting. It has drastically reduced my call volume.

The licensing works such that the more you add, the more it costs, but for the most part, the price starts at about $5 USD per client. The more clients you have, the more the price goes down. Also, the more you use, the more it goes down.

Mainly Kaseya

My advice for anybody who is interested in this product is to set up a trial, set up a test LAN, and put down all of the key things that you want RMM to do for you and give it a shot. They'll give you a month for free.

At this point, this product does everything that I want.

Only the IT administrators need to use it, and they use two-factor authentication to connect with our clients. Depending on the client that they need access to, they would only see those clients.