Stay Away from ATERA.
Updated March 17, 2021

Stay Away from ATERA.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Atera

Used by the whole organization to support outside clients.

Pros

  • Follow up with issues and working to resolve satisfactorily.

Cons

  • Identify Chat feature. I didn't know about it until talking with Isaac.
  • After resolving issues, Atera has had a positive impact on my business.
Assessing....
Everything has been overshadowed by Atera's Negative qualities.
Windows Server, Microsoft 365 (formerly Office 365), Microsoft Azure Active Directory, Microsoft SQL Server, Microsoft Exchange, Hyper-V, Microsoft Network Monitor (Discontinued), Acronis True Image, NordVPN Teams, Ubiquiti Networks UniFi, Webroot Business Endpoint Protection, Malwarebytes, CS SoftDent Software, ChiroTouch, Carbonite Endpoint, OneDrive, MS SharePoint, Splashtop Remote Support, TeamViewer, Zoho Assist, Zoho Desk, Microsoft Remote Desktop Connection Manager (RDCMan), Remote Desktop Manager, AnyDesk, SonicWall TZ, NETGEAR Ethernet Switches, NETGEAR ProSafe Managed Switches, 3Com Baseline Switches (Discontinued)
UPDATED:
After the review, I was contacted to discuss the issues. We had a good, productive discussion and plan to resolve issues.


My experience has shown they do not care about their customers, this is how I came to this conclusion:
  1. It takes them weeks (occasionally days) to acknowledge, respond/reply to requests (support or other).
  2. They do not respond to billing support requests. They haven't/don't fix billing errors.
  3. Blocking account login, when not appropriate.
  4. Sluggish/slow access, persistent lack of access for remote support option.
  5. Incorrect disabling of access.

Atera Feature Ratings

Remote monitoring
8
Network device monitoring
8
Patch Management
Not Rated
Policy-based automation
Not Rated

Atera Support

I would have given them a ZERO, but that wasn't offered.

Updated rating since communications with Atera over the past month has been very good.
ProsCons
Knowledgeable team
Slow Resolution
Poor followup
Problems left unsolved
Not kept informed
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
I don't [recommend] spending any money with them. I can't trust they will bill accurately, respond appropriately or at all, successfully resolve any issue, allow access to the service.

Comments

  • Eyal Nayowitz | TrustRadius Reviewer
    Isaac here, I’m customer success manager from Atera. I’d like to begin by apologizing for the experience you’ve faced. As discussed, this is certainly a far outlier from the level of support we seek to provide our customers at Atera and are grateful you took the time to speak with me and our VP of Customer Success. Since posting this review, we’ve had a chance to speak and discuss the events as listed: Our LIVE Chat with Atera’s support team has improved the response time and will therefore allow for quicker resolutions. We’ve spoken about the way our billing mechanism works and the reason why the charges you incurred were indeed legitimate. We appreciate your honesty and the feedback of Atera’s customers is always at the forefront of everything we do. Myself and the rest of the Customer Success Team are committed to being the Voice of Customer at Atera and you have our full support, so please don’t ever hesitate to contact us directly (success@atera.com). We look forward to a fruitful relationship going forward and wish you and your business the very best!
  • Anonymous | TrustRadius Reviewer
    Had a conf call with Isaac and Sharon last month to discuss the issues I have been experiencing. It was a good, productive conversation. I sincerely appreciated their willingness to followup with the review and work to resolve all the issues. During the conversation, I learned they have a chat feature, that wasn't showing up on my web browsers, for quicker response to issues. I have now used the chat feature and the response time was very good. Based on our conversations, the availability of the chat feature for problem resolution, billing, etc., I believe they care about their customers based on our latest interactions. Issac has been following up with me, we have a working relationship and I truly appreciate it. Thank you to Issac and Sharon for their attention and support! Based on the latest info, I can wholeheartedly recommend Atera now.
  • Isaac Elyahou | TrustRadius Reviewer
    Hi Paul, Isaac here again. Thank YOU again for working with us to resolve the issues. We really do care and ultimately, it's a partnership after all. We're here to help so let us know if we can be of further assistance. Speak soon!

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