I hate giving high marks, but I can't go any lower! I pondered going with all 5's. The only reason I didn't was simple.
1. Value of money: I would rather pay less for everything, so I can't let Labtech know that the price is right.
2. Ease of Use: Once you understand the basics, it is easy to use. But it took me about 2 or 3 months of working with the product and calling support before I had a decent handle on the product. But, I have never used a product like this before. Honestly, with the help of support, I was able to pick up how to use this product very quickly. Now I love it!
3. Setup: I did have documentation that showed me how to setup Labtech, but I still had to call support. The documentation is good as a reference once you have an idea of how to configure something.
4. Customisation is awesome! I can do just about anything with this product. As long as I stick with best practises and not try to make Labtech work the way I want it to instead of the way Labtech developed it to work, it works great! It just took me a while to start thinking like Labtech.

I have been in this business since the middle 80's and what I would have given to have a product like this back in the 90's! I never slept at night worrying about customers systems. Now I sleep like a baby and never worry about my customers. If there is a problem, Labtech will let me know! Thanks for giving me back my life!

Some of my favorite features:
1. I love the way ESET works with Labtech! The ERAC server is awesome! I can setup antivirus to run on computers when I want, and if the customer does not leave their computer on at night, I can force them to run it during business hours. ESET is the best antivirus on the market as far as I am concerned. The only problem is that there cannot be a trace of any other antivirus on the computer when you go to install ESET. If there is, edit the registry, go to HKEY_LOCAL_Machine/software and look for any left overs from any antivirus that you had to uninstall.

2. The Windows Patching is awesome and automated. I have a customer that has to use Explorer 9 because of the software they are using and we always had a problem with customers doing a windows update. We have shut that off, and we never let them update to a higher version of Explorer. Nothing gets installed on these computers without us giving permission. It sure keeps things clean.

3. The reports, alarms, and monitors are awesome! I can setup up some of the alerts to go to low priority, or 911. That way I won't be bothered after hours with low priority, but I can go in and look at them when I have time. When we are notified with a 911, we know we need to look into the problem. Now that we are using Ignite our life became so much easier with all the alerts and alarms!

4. Scripting is beautiful! WE have a plethora of scripts that came with LabTech that are awesome! If we need something different we can always create our own! Once again, this make life so much easier!

5. Last but not least, the seamless connectivity between LabTech and ConnectWise works great! Writing tickets could not be easier. I have not found anything that we can't do with this combination of products.

Hope this helps. Feel free to email me if you have further questions that you need to know before you make the purchase!
Scott@showmeprotech.com

We are new to LT, and have only been using this product for about 60 days now. This is the first MSP tool our company has ever used. I have found LT brings our company so much more value, and control than we have ever had. The reach of control, and amount of information that LT has provided us has helped reduce overhead, and manage more PC's from a central location. I know that is pretty much the cliche sales pitch, but it is all true. It has taken us to a place that we never thought was possible. I look forward to using LT more in the future and learning how to utilize this product ot our advantage.
The learning curve is steep if you are not familiar with this type of tool. Support is good, but it feels like they are trying to keep up with the partners requests. I understand that is a task in itself, but I look forward to the experience improving in the future. I look forward to a continued relationship with LabTech as they grow.

The product itself is very powerful. You can customize the monitor system as much as your SQL knowledge allow. Support team are very helpful and knowledgeable most of the time. I have had my share on the best support case and not so good case. Given the amount of ticket I have with Labtech, the good definitely offset the not so good.

Its a little rough getting going if you're working on it alone but Support has been VERY helpful. And it looks like there is very little this system cant do.

First off, let me premise my review in that I very seldom rate ANYTHING w top marks, be it on a 5-star or 10-star basis. That said, I've now been w LabTech pre-Ignite, have experienced the "ticket explosion" and some fairly poor support. Yet we've hung in there and have witnessed vast improvements across the board in all areas--especially support. Documentation has also improved significantly.
LabTech is challenging, deep, and powerful. Quite frankly, it's a monster. My company is small and does not have a dedicated LT Master--just a handful of techs that use the system that LT provides to our benefit. The ability to manage systems through "a single pane of glass" keeps LT on our tool list. The integration of 3rd party vendors continues to grow especially where management is concerned (e.g., more than just reporting and stats).
With each upgrade there have been challenges. Once again, remote connectivity via VNC seems to have more problems.
I'd love to see better integration w network appliances w better monitoring and reporting. That would be high on my wish list.
One can look at my ratings with my first sentence in mind. Also consider that we do have to rely on LT Support for a number of issues. It might be summed up best by saying that I'd recommend LabTech to MSP's and internal IT staffs based simply on what we can do with it vs without.

I had to take a moment to express my gratitude with this software and their support. The implementation process has been very smooth within our company of over 2,000 users. Any issues that have come up and we couldn't figure out, there is usually a quick answer on the support page. But what tops it all off, is the customer support and their level of expertise. In the past I have just emailed them with some-what vague explanations of issues we've had. Almost always within the day they have emailed me back, and fixed the problem remotely, without even taking up my time!

I am very happy with this software, and hope that the relationship will continue for years down the road. I'm not the type of person to normally take the time out to write a good review, but they deserve it.

I'm a big fan of ConnectWise and when I found out the same folks were running Labtech, I gladly ditched the huge investment we had in N-ABLE and jumped in head first without even looking to see if there was any water in the pool.
I feel pretty stupid now but ConnectWise is hands down the best decision and investment we ever made, so I trusted them without question.
Now we have the "My Office Bundle" with ConnectWise, Labtech and Quosal in the arsenal. To be fair, I will say that my 2 sales/marketing people really like quosal. However, this Labtech thing is a disaster because of the support and really bad customer service.
I tried to set aside some frustration and yes, some anger too, when giving stars in the ratings. However, I can honestly say that the one star I gave to support was only because this venue will not allow me to give zero stars. I would almost rather deal with Verizon then Labtech support.
At this point, I would like to add that I am happy with my account rep. He seems to genuinely care and try to help but I can tell that he is frustrated by Labtech support as well.
We are sitting here trying to figure out how we can keep the monitoring commitments we have made to our clients when our monitoring platform has been down for a week. A WEEK! I realize now that I have stupidly put all my eggs in one basket and these guys pretty much own me so they can do whatever they want; we have no choice right now but to take it.
I'm going to give one more example of how things work at Labtech: When a support ticket is closed (even if the issue hasn't been resolved), you are sent an invitation to complete an online survey about the experience. At the end of the survey there is a note from "Bill MacDonald, Manager, Global client Services", that says: "If you have any specific questions, concerns, or simply would like to discuss your experience, please feel free to contact me anytime". His signature panel goes on to list "Direct: 813-397-4536" which is a disconnected number! If you call the main number, you will have to leave a message but don't bother, because he doesn't return his phone calls.
What I'm trying to say is don't make the same mistake we did. Stay away from Labtech, far away!

We have been using LabTech for a few months now. So far, we have been very impressed with the increased functionality of this product compared to our last RMM. It has allowed us to manage many facets of our clients' systems that we were previously unable to. However, our experience with training and support has been severely underpar.

We spent the first hours in our training block walking through very scripted sessions. Anything that one would learn in these sessions could be self-taught or viewed in the online videos and documentation. Anytime we tried to drill down to specific configurations we would like to implement for a client, the training representative engaged in dodgy conversation until they could return to their script. Most of the time the sessions ended in several questions that the representative would "get back to us" on. This promise was rarely fulfilled.

We quickly realized we were wasting our training block on these sessions and switched to consultation. We were promised that these sessions would tailor to our specific needs and our list of questions would be answered. However, the consultation sessions were handled in the exact same way as the general training sessions. Our specific questions were answered vaguely or with a "I'll have to check on that for you."

Seeking support has also proved a futile endeavor. On several occasions we had already figured out the solution before we had any response that was moving us in the right direction. It is unfortunate that contacting support is viewed as a last resort in our organization.

As a small managed service provider we rely on our RMM to help us configure our monitors and support us with haste whenever we have issues. We simply do not have the time to run our business and essentially invent our own RMM tool.

That being said, the more we learn about the product the more we are satisfied with its capabilities. We just wish LabTech had been more helpful with configuration, support, and maintaining the SLAs we promised to our clients while using our previous RMM tool.

LabTech is solid. There is a bit of a learning curve, but honestly, that is to be expected by an application that allows you to get so incredibly granular in your customizations. The out-of-the-box setup allows you to use the default settings but expect to make changes if you want to maximize its capabilities to your environment. Setting up customers is fairly easy and the general mundane tasks are not an issue (RDP, VNC Eventlog views, etc.) once the agent is loaded on a station. The real power and learning curve comes in w/ monitoring, alerts, reports, Dataviews, scripts, scheduling, etc. This is the real value and separator of LabTech from my standpoint. It should be noted this RMM was written by techs for techs so if you are looking for a user-friendly environment you probably won't find it here. This is the Cisco of RMM (and who complains about how complicated Cisco can be. As a tech you just learn it, certify in it, and become an expert. It's just accepted that with complexity there's a learning curve.).

Tech support has been solid for me in the format I have used it. Most of my issues can be answered thru email and they get back to me within 24/48 hours. I have not had any problems that have needed any response quicker than that. Additionally, I have setup training time slots with my pre-determined questions and that has proven rather useful. Their techs have been thorough and well-informed.

Most of our clients (greater than 90%) have a Microsoft infrastructure. It is clear LabTech is catered to that environment. They do a solid job of BDR management and SNMP traps from printer manufacturers and Router/switch devices. All in all if you can accept that this is NOT the Microsoft of RMM but more like the Cisco of RMM then you will be on your way to mastering an extremely solid RMM tool. For your T&M clients you can show the value of your service and justify why it makes sense to move to a service agreement. For your clients already w/ a service agreement the reports allow you to justify your value month over month, and thanks to Microsoft always breaking things you will always have the work available to you.

My only request is that they make more of a commitment to properly accommodating the other platforms i.e. Macs and Linux. I'm still learning the application but am satisfied with where I am and its potential once I have it fully customized for our environment.

We did about 3 months of research to choose the RMM tool and we used a meticulous process for the valuation.

First we started with n-able but cancelled after 3 month. I am not sure what to write about n-able cause we didn't get to play with it too much. Regardless, I found it very non-intuitive, dull and at time very complicated to configure. It lacked that luster that would pull you to work on it.
Another point about n-able is that they have good business development team but it's not that practical when you get to practice it. For example their stuff about marketing is so generic that you feel like they just have that in their website to attract new customers but no value in it.

We also experienced XP crashes after the n-able install. But support was good. Regardless, I started losing confidence.

Labtech was a fresh breeze of air. The interface is graphical, very intuitive and makes you wanna get up at 2 am and work on it. That intuitiveness matters to our team a great deal.

We haven't had even one crash after agent installation .
Labtech Ignite is pre loaded with monitors, best practices, analyzers, etc

The support has not been impressive with Labtech but they claim they are/already moving/move so I shall see about it.

Overall, highly recommended.

My review is based on our experience with installing and using LabTech as software developers not MSP.
Installing LabTech, understanding the way it operates, deploying agents, creating tickets and time slips is well documented on LabTech website and TV / Videos. Installing, deployment and implementation was simple and easy.
As programmers that sync between LabTech and Microsoft CRM 2011 (& CRM for Outlook), LabTech provides easy access to its database based on LT_API / MySql and retrieve almost every single field in the Labtech User Interface and update these records and fields in CRM 2011 & CRM for Outlook. It includes the creation of accounts, sites, cases, devices and activities in CRM 2011 from Labtech’s clients, locations, tickets, devices and time slips. As long as the LabTech agent provides reliable information from the device, the rest can be managed, monitored, reported or workflow from your Outlook or CRM web interface. If you customise LabTech and you wish to use CRM 2011 workflows based on dates or SLA type, select the fields that syncs with CRM
Note: this review is based on LabTech on Premise. Our understanding is that the feature of API integration with LT online is currently not available.

Great for managing workstations/servers. HORRIBLE for managing Switches/Routers and other SNMP managable devices. The network probe used for these features is a joke. The problem is the sales people told us that it would do all the things we had in our old product (WhatsUp Gold) yet it didn't. I'm only referring to the switch/router management/monitoring portion. The rest is good.

We started with Zenith as a small firm but after awhile we realized it was limited and gets expensive. We did trials on most of the stuff out there and settled on labtech. I am now sure we can grow, keep costs down and make happy clients.

The software is heavy duty and we took the implementation services to help. They asked about our systems and did a good job of giving us a running server. Darren I think was the tech, and he went out of his way to make sure we were on a good plane. There have been a few issues with configuring some scripts we want, but its a learning curve for sure. It's solid, runs flawlessly and we couldn't be more pleased.

I think if you want a RMM to have complete control over this is it. You can make it alert anything, at least what you can make money off of. Happy over price and install, now we gotta light fires under sales team (me).

I've been with Labtech for almost three years. In fact I've used them since before they were even big enough to make it into the arena of public awareness. There was a day, when, if I had a problem, I emailed Greg, and the next day I would get a new build of the software with the bug fixed. In those days, every time I did something, I found a bug (almost). The cool thing was I didn't mind because I felt that there was a company that stood behind their product, took ownership of issues, and fixed them - in a very timely manner.

I regret to say that the whole company has changed since the infusion of ConnectWise capitol. I can't prove that it is related, and, to be honest, it was going downhill before that too. I guess the disappointing thing is that support hasn't gotten any better since then. Documentation has improved, quality of releases has improved (a lot), but support is completely a joke.

I've had tickets closed that weren't even close to resolved. They take over a week to respond to a ticket, but then close it because you don't provide them some detail of info in the first 72 hours. There escalation process is completely lame. First level solves very little, and is just there to give you the feeling that you are talking to someone who thinks they know what they are doing.

I would actually prefer fewer features, and a company that really, truly stood behind it's product. I would prefer a product that was less "functional", but had a support team that KNEW how to work the features it did have. I'm tired. I'm tired of trying to make it work. I'm tired of spending hours troubleshooting issues that I should never be dealing with. (logo's on reports, anyone?) Last week I spent a solid day just trying to figure out why I had duplicate product keys in my product keys list. I don't have time to do this, Labtech. Give me a product that works, and a company that stands behind it with five star support.

I've invested nearly $10,000 into this system - not much but still significant to me. There are days when I feel like throwing it down the toilet and buying on with somebody that has a support department where I can get on the phone with somebody WHO CAN HELP ME. In fact, support is now my #1 requirement for ANY software product. That's at the top of the list.

Labtech, it's time to decide which game you are playing. And play it well. I don't need a salesman to tell me your support department is in it's final ramp up stage to something awesome. I need an engineer to fix problems (without having to complain to upper level management first!).

Labtech is a pretty amazing product - but the support is worse than horrible.

I can honestly say that 100.0 % of the tickets that I have submitted in the last year have not been answered in the first submission. What usually happens is one of a couple of scenarios: either the ticket is ignored totally requiring me to open multiple tickets for the same issue or the ticket is closed without a solution. I can’t tell you how frustrating it is to have to BEG for support. My favorite is that they will direct you to their forums for support … and then close the ticket… or offer you a solution that you have already tried and you told them that you tried this in excruciating detail in the ticket… they don’t read the ticket and are utterly unhelpful until you scream at them and actually get someone on the phone. This usually takes about a week or so… if at all.

Why am I paying for support then?

We just went through the upgrade from 2011.1 to 2011.2 and had some pretty heavy issues and errors. We now see approximately once per day that every monitored device will go into an error state for a few minutes and then report in again as being back online. Let me tell you that that will get your attention. The other thing that we see is that the agent will just shut down for no apparent reason. This will cause a server-down alert and also block your access to the server unless you have an alternative path for management.

I have to say that the vision of this product is pretty spectacular – but it isn’t ready for primetime just yet. I have reached out to LabTech many many times and I get the canned response that we have just added (fill in the blank here) resources and we are getting better blah blah blah… the truth is that they will not support you without your persistent chasing and hounding them for a solution.

If you are fluent in SQL and scripting you may be able to survive without the support – in which case I would say go for it. But if you are like the rest of us slobs trying to be a solution provider to customers in the SMB space and you don’t have a staff of 20 people you may want to look at some of the other solutions out there.

The RMM space has expanded substantially in the last couple of years, and while no tool will be all things to all folks, I would strongly recommend that you take a long hard look at the support that is available behind the product and not just the feature list of the product.

I can say that I have partnered with several MSPs and we all use LabTech and we are all experiencing the same issues – we are begging LabTech to step up and support the product. Stop giving us hollow promises that you will do better in the future. Lost the cocky attitude and answer our phone calls. Stop adding features to the feature list and start supporting the product that you have today.

We have used the product for over 2 years now. Every time they come out with an update and we install it, we have nothing but errors. In some cases the update broke the server. Last update 2 weeks ago was installed and we Re still waiting for resolution to all the errors it created. Support has been nonexistent