We have been using Labtech for a couple of years now. We have recently moved from Labtech 10.5 to their new platform which was redesigned being called Labtech11. Prior to moving to the new version of Labtech we were very happy with the product, but now it has to be the worst software to invest in. Here are core features that do not work in the new version of Labtech11.

Regular Patching
Daytime Patching
App-Care
App-care Daytime Patching
3rd party Patching
Reporting

The 5 core functions do not work, and I have been working with support for over 3 months and there is no resolution in site. Support is doing their best, but upper management and the development team appears to be looking the other way as their wallets get fat, and my clients are not being service. We are in the process of looking for a new RMM since Labtech no longer has what we considered "Gold" Standards.

Stay away from Labtech

Let me tell you one thing right off the bat, don't buy this tool unless you plan on dedicating a full time person to giving it TLC 24/7. It is extremely unstable, and a mess to manage. As a business owner be prepared to pay someone to open tickets with LT support all day and play phone tag with them. Once they actually are able to talk to you on the phone, don't expect the issue to be fixed. It will enter this black hole called QA which recently was re-named to Reported Issues.

LabTech is focusing all it's efforts right now on releasing a extremely ugly UI that even the support department jokes about. Funny thing is, has anyone seen the Reported Issues list? It isn't getting any smaller, just longer and longer.

Automation?! Ha! The system needs to be 90% functional for that to even work right, which is about 50% of the time.

Looking to monitor virtual hardware? Good luck! The VMware monitoring tool hasn't worked in a year, but don't worry they have Hyper-V plugin on the way! Maybe that will take 2 yrs to fix once they release it.

The developers are a joke! They hide behind level 1 support. The manager for this team needs to be canned and they need to hire someone who holds these guys accountable for the crap they release.

LabTech wants to be a Google like company, all fun and games. How about making things work before focusing on the fun? I am sure LabTech is having fun all the way to the bank, while the partners sit stressed out with a broken down car on the side of the road with no parts to fix it for miles and miles. Who is driving this boat? LabTech is a making a ton of $$$ all at the expense of the partner.

Let's hope the recent purchase of ScreenConnect doesn't mean they drag that product into the ground.

Labtech has great potential, unfortunately much of the potential is still locked up or simply very difficult to unlock currently.

The Labtech marketing offer creates so much noise that it may distract from some key elements one should consider before going their way.

1. Patching
Is critical too most and Labtech lacks what is needed to make this a trusted tool

e.g. You will find that you sometimes need to run manual updates before Labtech updates will start working again. This is
probably easy when you have a few end points or it only happens once every few years but...

you will also discover that any 3rd party patching required (Adobe Reader e.g.) will cost you extra OR cost you lots of time and patience to try and develop the scripts etc needed

2. Chop and Change
Labtech started with quite a few backup, AV and related partners but have announced many of these as 'end of life' - continuity builds skill and a smoother experience for you and your clients. As they market a 'vendor neutral or any integration possible product' you should also be aware that there is no guarantee that the you product use/prefer will continue to be supported. If you are operating in environments with slower bandwidth or where the products they push is not as well known you can add all the related problems to your list with these changes.

3. As in previous reviews the support is hit and miss. The one day they will be amazing the next week your control center will be down (ie you are dead in the water) and they will not sort it out within a reasonable time.

4.Update/Release cycle is slow
Labtech 'stagger' a release for various reasons - a downside to this is that fixes for your system may take months and months to be available to you. This means that some functions and or information is non-working and or incorrect.

5. Remote Access/Remote Control
Labtech again has a hit and miss history here - it may work well today and not at all tomorrow. With the latest addition of ScreenConnect this was supposedly addressed but again the integration between the products is only partly done...

6. Billing / Accounting issues
Depending on how you are set up in their system you will get invoiced 'sporadically' during a month - i.e multiple invoices per month on different days each month. You cannot use their self-service' to check statements if you are not set up for US$ billing making recons a challange

7. Pay for breathing
I personally do think they nickel and dime you for everything - you may even get notified that you should buy x hours of 'Consulting' to sort our support related items.

We found that there are a lot of 'hidden' costs related to running Labtech - from the control server needing much more resources to run well to many hours of time needed each month to make sure the system performs as expected.

After running Labtech > 4 years we now know that it is as or more expensive than many of the competitors seems to be if all the hidden costs is taken into consideration

8 Windows Only?
You can load an agent on Linux, Mac (and also mobile devices )- you will pay a full license price for doing so but get very little in return for the investment with updates ( and even some basic information) that requires manual work (or again investing lots of time to create and maintain scripts)

You can work around the above - but do take it into consideration before signing their contract as it will not be pointed out to you by their sales teams and once signed and paid for...

We have been using Labtech for near 6 month
The product is great for bring the tech skills to one interface.
The automation maintenance is also a brilliant feature.
There Base install comes with MYSQL configured for 512 Mb Ram (although they recommend more)
Make sure you Tweek this heavily)



On the down side we have found the support from Labtech technical the second worst to deal with.
If your not in there time zone forget the support. and never expect a phone call as they will "reach out to you" with an email only

If I was buying again I'd take Kaseya of Labtech

We are a 10-year old MSP. We used LT for about two years before throwing in the towel. Support took months to get our problems resolved, if ever. We spent more time managing our RMM than we did managing some of our clients. If you choose LT, be ready to have a full-time person dedicated to managing the product.

First I have to say initially the product was something I desired, love the total control of the entire solution.
As a single guy shop desiring a solution that will do what it preaches this solution is full of frustration as the tickets from ignite come in with no light at the end of the tunnel. 400 plus tickets/emails a day is worthless.

IMHO No solution should make the administrator numb to alerts. This product surly does this well.
Ignite is quoted to only be enabled one company at a time so that you can fix the tickets that come in, Im sorry but even that didn't help.

Further support on this matter is also worthless, they have continued to ignore my requests to help trim the fat.
Super frustrated with this solution.

It is slow, it crashes, the web interface is lack luster - i hope you have a USB key chain to run a full client installation. The amount that it freezes and crashes on me, I just switched back to using Kaseya ~ zero issues.

It does NOT offer RDP for clients to access their machines, only VNC
The remote connector works about 50% of the time
The initial setup was a disaster
We were promised it would be happy working along with our kaseya agents during our "trial" instead it uninstalled every single one of them.

Their support is awful

You get what you pay for

Im currently looking for an MSP / PSA /RRM and i continually find it odd, that labtechsoft gets such a plug and other MSP's are degraded online, i get the feeling there are some employee's of labtechsoft rubbishing other products because i cant seem to find many reviews of other products which don’t instantly say afterwards..

"but we tried labtechsoft and they are super human"

I think any MSP implementation initially is going to be a headache, but if you're going to write an honest review you surely wouldn’t instantly plug another product after you have just dropped 25k? I want to point this out I have no affiliation with ANY MSP, im a customer looking for an MSP without a STUPID pricing model. Why should I have to negotiate to get a price for an MSP? I just want a dam price not some “you may get ripped off if you don’t haggle” approach! It leaves me with a sour taste before ive even had the chance to look at the product. I have looked at labtech's reporting tools and they are hopeless, i have looked at n-able's pricing and i can't figure out why the hell they say a price and when you get the contract it shows more? Because of xyz they didn’t explain clearly when doing the sales pitch. Kaseya seem to have a bad rep but they also have more users because they have been in the market the longest, and as we all know in IT you only hear about it when it goes wrong.

What im saying to you is be wary of all the positive hype people say about labtech, i strongly get the feeling its employee's not honest reviews, if it was honest why don’t people mention how ugly the GUI is, or compared to n-able how average the reporting tools are??

N-able to me seems to be the better product and their support seems WAY better than labtech soft which leaves me weighing up the cost because they for us are an extra 12,000 than labtech? Not to mention ongoing?, but N-able lacks 2 features which labtechsoft have 1. a desktop ticketing system 2. history logger.

N-Able is quite pushy in their sales which i dislike, but they seem eager to give support which is important when dealing with a product like this. I feel labtech support is average, even speaking to a sales and asking to speak to a tech regarding technical issues, has turned out to be hard, i have asked several times to speak to a tech and i havent spoken to one yet, i just get a sales person full of promises with minimal information about technical aspects.

I think its interesting Connect wise has bought into labtech and nod32 is also partnered or looking to with labtech because both have good established companies.

So I’m lost in decisions but it’s important for an honest opinion than these BS reviews.