Labtech may be overwhelming to first time users, though do not worry there is support and other resources for the community. Nothing Beats automation and Labtech does this very, very well.

The software is a total Package Software that integrates well with other software such as ConnectWise and third Party Vendors.
1: Patching
2: Automation
3: Software Deployment
4: Ticketing
5: Network Device monitoring
etc
With the current 10 release and 10.5 in the works Many of the "problems" that people have mentioned have been corrected.

I came from the GFI Hound Dog world and I can honestly say that LabTech has way more to offer. Extremely flexible and customizable. With all of the flexibility can come some complexity and LabTech definitely has some complexity to it. For the most part, the documentation is helpful, but needs to have more content for those that have the hosted server. For issues I cannot figure out on my own through their Forum and Documentation I call support. Support is hit or miss. Sometimes they call right away sometimes I have to call them to get a response. Their support always sends you links to their documentation before offering any assistance which I find frustrating because I usually start there and I am calling them because I couldn't figure it out with the documentation. Eventually, though the issue does get resolved. I noticed some people have issues go unresolved, but so far they have resolved every issue I have thrown their way. Overall, LabTech is a great product...they are constantly innovating and have amazing tools integrated into the product. You get total control over what you want monitored and the response to events. Their support is good with professional engineers and my account manager is always great and easy to work with. You cannot go wrong with LabTech.

We have been using LabTech for almost as long as they have been around and loved it so much that we recently went all in and purchased ConnectWise and Quosal. The integration between all three of these systems is amazing and we've only utilized parts of what they can do. We were looking for a complete workflow system from proposal to client to support that can scale with us as we grow and after seeing the whole Modern Office Suite in action, we are happy we made the right choice.

We are excited to see the latest version, especially the new Health Reports and ScreenConnect, as the current Crystal Reports are hard to utilize/customize and LabVNC is painfully slow at times. Once this is remedied, then LabTech will truly rock!

We were a Kaseya partner for many years and moved a few years ago due to limited product development at the time. From then we certainly have never looked back. Whilst a transition of RMM tools wasn't something we looked forward to, the process was actually very smooth and tech support is brilliant. To be able to speak with lead developers at Automation Nation and help shape the direction of the product is very pleasing. Flexibility, customisation, stability and price are all ticks for the product that integrates perfectly with Connectwise. Well done guys.

We have been using Labtech for 3+ years after switching from Kaseya. We find it to be much more affordable, flexiable and the company is VERY responsive to end use input. Their 3rd party integration is great and the support has become AWESOME, closing tickets and fixing problems in VERY little time. Labtech's future is bright and we highly recommend them over the many other RMM solutions.

I have been using LabTech for nearly 6 months since changing from GFI MAX. LabTech has changed the way I do things and as added peace of mind knowing that it catches just about everything. I see a lot of negative comments regarding hundreds of tickets being generated and bad support - I was given the advice from the get-go that it will need fine tuning to reduce the amount of tickets and its true. To have a fully customised system, you need to take the time out to customise the reporting, alerts and monitors. As for the support, I have found it to be first class and very efficient.
I have only scratched the surface of LabTech and am learning new and better ways to use it each day. Top product in my option!

I've been using LabTech for several years now and couldn't live without it! We've used both Level Platforms and Kaseya and can say without a doubt LabTech support wins hands down. If you're looking for an RMM, save yourself some time and headaches and go with LabTech!

We've been using it for a couple years, now, and it's allowed us (along with the ConnectWise integration) to centralize all our customer support information and tools. The support team has not been needed often, but has always been great.

Great product. Great support.

LabTech is an awesome product. We have been using LabTech for over 3 years now. LabTech is very customizable and can be used for almost anything. LabTech Support also is very responsive and great as well. I have no complaints or issues with LabTech.

I am still learning to fully use LabTech and the support team has been incredible!

They are knowledgeable, prompt and very helpful with not only resolving an issue but explaining how and why. Then they follow up with an email that typically contains detailed information you can refer to in the future if need be.

I can't think of any other support team that I have encountered that comes close to providing the level of service the LabTech team provides! Keep up the amazing work! You ROCK!

There is so much you can do with Labtech. We are using just the basics and have over 1000+ agents for a similar price than what we were paying with a previous RMM. Lots of ability to customize if you have the time to learn it.

We've been using Labtech for nearly a year now and our experience has been great. We have consolidated all of our RMM tools into one console and the migration process has been flawless. We have been modifying the system to meet our needs and Labtech support have been really helpful achieving our goals. Great product and really nice people to deal with. Very happy and no complaints.

This product rocks!! So much you can do with it. A whole community exists for people looking to really make this product do everything for them, so many customizations out there. Coming from using Kaseya & Managed Engine this product far surpasses both....BUT wait.....!!

The support you get from Labtech's standard support is a joke. They offer a variety of methods to open a ticket with them them phone, email or chat. All basically lead to you getting a dispatcher. Average response time? 4-6hrs at best. The L1 guys are truly L1 guys, always double confirm any answer you get from one guy because it could be completely different. I have yelled at just about everyone there in regards to this issue, account managers, sales rep, customer care, support manager. They all listen but no one actually does anything to fix this! If they dont do something about the support I see this as the demise of this company. I myself have resorted to using a 3rd party consultant who can answer any question thrown at him. He knows more than most trainers!

Labtech recently started offering a Premier support option which to me is a total sham! They basically push you into paying extra for Premier support because basic support is useless. Remember if you choose to base your business off of this product look into a valuable support resource because Labtech is NOT it!!!

When I first started using LT, I was working for a small computer repair shop. We had been founded on a break/fix model for support. We attempted to transition into the MSP world by using Kaseya. As our experience with Kaseya grew, we soon realized that some of the features, options, and performance were lacking. We were further discouraged from it by the lack of response from support and painfully slow development of the product. After a number of recommendations from colleagues, we tried Labtech. I was put in charge of provisioning a new server for use with Labtech and transitioning away from Kaseya. With guidance from LT support, the install was straightforward and issue free. Over the next couple years, we signed on a few MSP clients and found the automation of maintenance tasks alone, were invaluable. In these “Early LT” years, my learning curve for LT was steep. Documentation for the product at this time was minimal and often outdated. Thankfully the support staff was not. They often guided me thru configurations, customizations, and best practice philosophies. If a solution was not immediately known for an issue, it was always persistently researched until the solution was found. Although we had built a solid MSP framework using LT, we were never able to fully transition to a pure MSP model for several unrelated reasons.
I am now the sole IT Manager for a local construction company with approximately 96 workstations and 4 servers under my administration. Almost half of the client machines are scattered around NY and PA at various job sites. Shortly after I was hired, It became quickly obvious to me, that keeping an accurate inventory, up-to date patching, remote support, and error alerting was going to be a near impossibility to do long hand (i.e. spreadsheets, Access databases, RDP). After looking at a number of RMM tools and Remote Access tool sets, I was able to convince my employers that Labtech would be an incredible asset and easily pay for itself in time savings for support alone. I contacted my old LT sales rep and was quickly setup with my own Web Hosted Ignite LT server. After having built and maintained my own LT server, I was very pleased to have a hosted solution (one less thing to worry about). I was excited to see all the new features of the LT Ignite product. Right from the start the framework of best practices, common management scripts, groups, schedules, templates, and alerts made start-up a breeze. Even though, I ended up disabling a number of its canned features, that didn’t pertain to my single company (client) scenario, it was much quicker than building the tools I do use from scratch. I would have loved to have had Ignite back in my MSP days. Each month I enjoy running a tech report just to see the time savings that LT has provided me in everyday maintenance. It continues to pay for itself, just by running maintenance alone. By automating these mundane tasks and having update to date client/server information, LT allows me to concentrate on developing and deploying technology to keep my company ahead of its competition.
As, my experience with LT continues to grow, I still able to rely on support to assist with customizations or questions I have regarding the product. I get to experience new feature sets and add-ons that get automatically applied to my cloud server by LT support when released. I regularly attend their free support webinars that I find helpful. Although I find my LT experience an unusual one, first as an employee of a repair facility migrating to a MSP, then as a Manager of a single group of workstations and servers, I have seen firsthand the value of owning/using such an RMM tool. I don’t believe there is a perfect RMM tool for everyone, but what sets LT apart from the others is they strive to be. Keep up the good work Labtech!

We have been using labtech for a couple of years now as a small MSP. We are only just beginning to scratch the surface of what it can do.

I had someone explain it that labtech was the framework you can build your system management around.

Now this causes some issues for some people because you need to do a lot of work to get everything up and running and working just like you would like. Even with Ignite there is still a reasonable amount of work that is required. I dont know how this compares to other RMM tools as I have only used Labtech (but looked at Kaseya and N-Able).

Instead of saying which areas labtech does well I just want to discuss the two areas which could be improved.

As can be seen there is sometimes issues with support. Probably like any company that has grown so rapidly. Generally they are pretty good and we have not had any major outages or issues. The online documentation/training/guides etc are okay but it can be difficult to find everything you want. They do have online forums etc but these do not seem to be as active as some others.

Labtech is very powerful. But just like driving an F1 car, you can not just jump in "know" the system. Its not particularly intuitive and the GUI is okay at best. But if you are a scripter, you like SQL, you like automation, then from what I have seen and talked to others, Labtech is the most powerful RMM tool by a long way.

You discuss with any MSP about the RMM tool they have/use and some will love whichever tool they have, others will hate it.

One thing you will not have much disagreement with is that Labtech has the most powerful scripting options available. There is almost nothing that it can not do from what I have seen.

It does take a lot of time and effort but for fully automated management of systems I would not look any further.

The main thing I would suggest to people is for them to look at scripting, what can be done etc, if they feel comfortable to learn how to script etc because I Think that is the biggest requirement for labtech to get the most out of it.

Labtech is a very powerful tool. I've been able to automate the majority of my tasks saving hours of manual work. It's been great to watch the Labtech team improve everyday and I'm glad to have them as a partner. Support has always been quick, responsive, and informative.

LabTech is a great tool. The primary limitation is on our end. It can do so much that it takes a while to build up the familiarity and expertise within your staff to make it as useful as it has the potential to be as an RMM tool.

We've been quite pleased with LabTech as our RMM tool. It does have a rather steep learning curve, which I found out once I was assigned the task of managing LT for our clients, but as long as you have the resources to throw at getting it running how you like then you will get to where you want to get with LabTech. It's a very deep system, so it's to be expected that it's going to take some time to get familiar with it. Once you get the hang of moving your way around the control panel and configuring the monitors and various other modules of LT it gets quite easy to work with and allows for tons of custom scripting and automation. The integration with Connectwise has been for the most part seamless, and the Ignite pack that was available with the 2012 release gave me a good start on getting our automation and monitoring up and running quickly.

My experience with their support has been very good, especially as of late. The engineers that I have worked with have been knowledgable and extremely helpful, going above and beyond my expectations with many of my service requests. I recently had some questions regarding patch management, and the engineer that I worked with took quite a bit of extra time to help me with not only the specific questions that I had, but also provided best practice information and walked me through the setup for alot of other scenarios that I hadn't even thought of. Response times for service requests has also been consistent, with a 1 or 2 day resolution being pretty normal.

Again, we have been very happy with LT thus far, and in our observations we've seen the company striving to make the product better all the time.

We have been following LabTech for several years, since I first met Matt and his team at SMB Nation.
I have been very impressed with their product and leadership team, and when my contract with my previous RMM tool expired, we jumped into LabTech and have been using it for going on 3 years.

Sure, there were some growing pains; but I would say very worth the effort. With the implementation of any platform there will be start-up issues. I remember the term "drinking from a firehose" when we first installed our previous tool. The beauty with LT in this regard was that during on-boarding LT will identify the Server Roles and install only the proper monitors, thus reducing "noise."

Like Chess or Backgammon, mastering the basics is pretty straight-forward; but you will continue to learn better ways of doing things, scripting, searching, etc. The depth and breadth of this product is what encouraged us to migrate. If you are simply looking for a monitoring tool that will allow for remote access, LabTech can deliver that; but in my mind it is the BEST RMM for managing my clients. We have developed many scripts and with the integration with ConnectWise, we are able to automatically remediate many issues and still create time entries to show our clients the value that we deliver to them. In fact, my automated NOC user generates 600+ hours per week of value to our clients - that is the equivalent of 15 FTE.

During the days of rapid growth, from 7 to 150 employees, we did experience some delays in getting response from support. Today their response times have been reduced dramatically. With the introduction of the Chat feature, many times I can get my questions answered real-time.

If you are looking for an RMM tool that is tightly integrated with ConnectWise, that allows you to work on a client computer "behind-the-scenes" without having to interrupt the user, that allows you to script common tasks and even some that are very complex, that provides quality reports and is cost-effective, then LabTech should get your thoughtful consideration.

LabTech RMM software is a great find, and we are very happy with the feature rich tool set, and limitless monitoring capabilities. We look forward to growing with LabTech. Their implementation team and tech support have been outstanding with the migration process assistance, and while change does take time and patience, they have worked through the majority of the kinks to completion, without any hesitancy. Thanks to LabTech, we expect to be back in growth mode, now that we have great RMM tools. Thanks LabTech Team!

We have been with LabTech Software since 2008, and I must say the 2012 release and the offerings/services around it are the BEST offerings they've brought to the table thus far. The product upgrades itself is nothing short of amazing. UI changes, enhanced speed, tunneling stability, are just a few things that have really made a huge difference in our usage of the product, and overall perception of how great their product is, and not only how far they've already come - but where they are going - and in the right way…

Other vendors could take a lesson from this up and coming pioneer of the RMM space, because it's very evident they are listening to their Partner base, and making changes to their processes and products based on the needs of the Partner base. Their Support, Documentation, and Training resources are more fortified than I've ever seen in the past, and the few questions we've had have been dealt with swiftly, correctly, and with the professional courtesy one should expect from a software provider. Another lesson other vendors could learn from.

We are ecstatic about what they've brought to the table across the board, and can't wait for the next innovations that will directly make me more successful - and not just a competition to have newest technologies that you often see everywhere else.

Keep it up Matt and Greg - you've done some incredible things in a very short period of time.

Between the much needed interface tweaks, the single pane BDR management, MDM, the Ignite service for helping new MSPs get immediate value right out of the box, to the stuff that's coming down the pipeline (TBA) the guys at LabTech are killing it!

I've heard grumblings about poor support, but let's seriously put that into perspective - just what, 3 years ago, LabTech had I think 7 employees? Now they are over 130 and have the backing of Connectwise to not only propel them financially, but also with best practices in development, support, strategy - and none of the other RMM tools out there are owned and ran by people that truly understand what IT Service Providers need to address the ever changing and expanding needs of our SMB Customers. Rapid growth is definitely still a problem, but they are putting the resources behind support to help their clients - but they aren't mind readers and at the end of the day YOU will only get out what you put in. If you are a lazy MSP who expects to click a few buttons and watch the money roll in, well, you probably won't be in business very long, but you may get a RTFM type response.

The new onboarding is probably one of my favorite features. You turn it on, and it discovers what types of servers your client has and then applies the appropriate monitors and adds them to the appropriate groups. No more ugly template or manual onboarding.

There are still some rough edges in the interface, but its nice to be able to fall back to the old interface if you can't find something in the new streamlined interface.

We have been with LabTech Software since 2008, and I must say the 2012 release and the offerings/services around it, are the BEST offerings they’ve brought to the table thus far. The product upgrades itself is nothing short of amazing. UI changes, enhanced speed, tunneling stability, are just a few things that have really made a huge difference in our usage of the product, and overall perception of how great their product is, and not only how far they’ve already come – but where they are going – and in the right way…

Other vendors could take a lesson from this up and coming pioneer of the RMM space, because it’s very evident they are listening to their Partner base, and making changes to their processes and products based on the needs of the Partner base. Their Support, Documentation, and Training resources are more fortified than I’ve ever seen in the past, and the few questions we’ve had have been dealt with swiftly, correctly, and with the professional courtesy one should expect from a software provider. Another lesson other vendors could learn from.

We are ecstatic about what they’ve brought to the table across the board, and can’t wait for the next innovations that will directly make me more successful – and not just a competition to have newest technologies that you often see everywhere else.

Keep it up Matt and Greg – you’ve done some incredible things in a very short period of time.

I am actively looking for an RMM solution. I've read many many reviews of LT. The way i read it is the product is on a whole deep and detailed but is flawed with poor support and promise after promise that this will be resolved. It seems (if you read the dates of posts complaining about the support problem) that the support issue is never resolved.

Get this, (this is a joke I'm afraid) i talk to sales, i ask a bunch of questions - sales guy cant answer them so tells me he will set-up a conference call so we can go through my list of pre sales questions - we agree on a time for the LT techs and him to call me...... call never comes and yes my phone is/was working because i checked just in case ( now its far fetched my phone would suddenly go down but hey i decided to give the LT guys the benefit of the doubt - i had several people phone in to make sure all was well).

So reading all these poor support issues that keep on coming and the fact sales cant be bothered to honour an agreement on a tech phone call.... I'll pass thanks. Does not mattter how much *potential* a product has, if it is not supported we will be in trouble sooner or later...why should i drop 20K to get poor service? Going to check out N-Able now

Move on folks...nothing to see here.......

Exec Summary: If you are an MSP, and want to improve capabilities, support customers more invisibly, speed up new client implementations (I just implemented a 80 seat client w/ the labtech agent doing most of the client side work), and reduce costs (toolset and labor), choose LabTech.

We've been on 3 prior RMM vendor platforms before switching to labtech. We don't tool hop too much, but we've been and MSP for 12 years now. The 1st tool was new, I mean Indian New in 2002 when we hopped on as the 1st MSP they had as a client. It was growing pains x 10 to say the least. We integrated another product that was later bought out by Dell that could never live up to the promise or price tag (amazingly they still sell this dog, at a very high price tag). After 3 years, there were finally some real alternatives out there and we selected a expensive, but capable product that served us well for about 5 years. We noted LabTech at a trade show in 2010 and followed up on the product, test drove it, and pulled the trigger early last year. After having used 3 other RMM tools (actually 5, but 2 predated the rmm term) in production, and test driving at least 5 other major vendors I think I probably know more about RMM tools than most anyone, if for no other reason than most MSP's haven't been around long enough to suffer through 3 major RMM tool migrations. I mean, it is painful to change, so most avoid doing so. Onto the review:
If i had to do it over again, we'd still go w/ LabTech, but I'd pay for their implementation team to do the install and deployment. I would also have gotten training earlier in the game than we did. LabTech does so much that it is hard to know where to start sometimes. The reason we changed was because of the vast capabilities. You don't really know how powerful it is w/ just a test drive in a test environment, you have to get it and use it supporting clients day in, day out. One of my employees is a Microsoft Scripting MVP, he can make this thing sing. If I had one gripe, it would be reporting. Now, the canned reports are fine, but the scoring methodology, depending on the report you use is, well, dopey. I'm actually on a support case now trying to figure out how to adjust things and get a more accurate summary of client statuses. That leads to discussing support. I've probably opened a dozen or so cases. Response is as expected, usually same day if I open a call soon enough. I have noted that support has improved over the 10 months we've been using labtech in production. So, kudos to their support team. There are growing pains to be sure, and LabTech is probably more bleeding edge that we'd like sometimes, but on the flip side, we see all sorts of capabilities that are just coming online w/ other rmm tools. It's worth the tradeoff. Other reviews talk about all sorts of errors, bugs, etc... Sure, we've even uncovered a few ourselves, but that is just RMM tools in general. None are perfect. My advice: Focus on what you need, then what you want. Oh, pricing: Very competitive. There are cheaper options, but so far, all the cheaper options are less capable. If you price shop the major rmm vendors, LabTech is actually towards the lower end of the scale. We have over 1000 machines managed by LabTech currently and will be buying more agents in the next month or two to handle additional customers.

This year our company was fortunate enough to undergo strong growth, picking up new clients, improving our services for existing clients and tightening up lots of internal processes. Revenue grew steadily but more importantly, profit grew further - we are all really looking forward to 2012. We are based in London (UK), employ fourteen staff and serve fifty demanding clients in Central London and around the world.

I have used RMM tools since 1999, when I was at the wrong end of an enterprise rollout of HP OpenView across a 5,000 user network (not pretty). Since then, I’ve worked with Kaseya and N-Able as well as several of the lower end monitoring products with several service providers.

At the start of this year, as fully engaged ConnectWisers, we took the strategic decision to migrate to Labtech. Of course, we had resistance from our technical team who had got used to doing their jobs with Kaseya and had completed the upgrade to K2. So, why did we change and how did it go?

We knew Labtech’s pricing was competitive and had been tracking this for several months. We visited service providers already using Labtech to see how they were getting on and what the toolset could (and could not) do. We listed our business priorities and how the tools would support these. We checked these assumptions with peers. This collaboration made easier by communities like ConnectWise User Groups and HTG. We sought buy-in across our company to ensure focus and momentum. Finance were happy when they saw the difference between Kaseya and Labtech over five years… The smart technical guys picked it up quickly and loved it.

The sales approach was low key, informed and flexible. I am not keen on discounting but we did get a very good deal. Our sales contact worked into the deal elements to help us run the product (online backup to Doyenz for example) and explore further capabilities (LT backup).

For implementation and rollout we used a low-risk, incremental approach to minimise impact. This followed training (online) via sessions with the Labtech technical team. The logic behind the product is complex and flexible – that’s the dilemma I think for some teams. You can do a lot with lateral, creative thinking and a sensible testing approach. However, if you dive in, you get lost quickly and can make mistakes. One or two of our techs did this, disappeared into scripts, groups and searches and needed their colleagues and a trail of breadcrumbs to get back on track. Labtech can of course help, but your own application of logic is key.

Labtech is clearly focussed on the MSP market – there are lots of little tricks in the product. Think right-click-time-saver. Techs love this and the approach of course relates to the Nemsys origin of some key staff.

In general, if you think like they do things will be easier (like ConnectWise). Don’t try to shoehorn existing processes which may not be that robust/logical anyway (be honest) into the application.

Having been to Automation Nation 2011 and met the leadership team, I strongly believe Labtech is committed to serving our market to a very high standard. They have a great product and a creative, compelling vision. Sure, the GUI looks dated in some areas, but this is not a serious criteria when assessing a tool with this level of impact. This toolset - when engaged with, researched, understood, shared and enhanced with peers - is one of the most powerful drivers of capability, profit and free time you will ever own.

I've been a user of LabTech for approximately 18 months. It was a big change to get used to the interface, permissions, and the many tabs spread through the system. As far as the value of the product, I'd challenge you to find another RMM that provides the integration points, the flexibility, and the ultimate ease of use as LabTech.

As far as setup goes, once the system was setup and running, it took us a long time to really get our heads around the layout of the system. This was a bit of a frustration and why I dinged it a couple of points in setup. Sure the installation for the software itself was pretty painless, but group setup, best practices, and template inheritance was not without struggles to fully understand.

Once we understood how the product was designed and we became aware of the limitations of the software (sticky groups, limited groups, inheritance, etc.), we became much more productive with LT. I will also say we brought in an outside consultant to further assist us in maximizing our investment in LT. That was extremely beneficial, and I'd happily make that decision many times over. My understanding is that the consultant we used now works for LabTech in an effort to improve the "out of box" experience as well as provide continuous enhancements to the RMM toolset.

Over the last 18 months, we've submitted several support tickets. Some were basic functionality questions, others were more significant systemic issues we encountered. Based on the last 3 months, I'd actually rate the support very differently from my fellow users here. I can tell you that I get responses for non-critical issues within 24 hours in almost every case, and generally the responses include troubleshooting steps, code samples, or alternative solutions to accomplish what I'm trying to do. Sure, they close a ticket if you don't respond in 72 hours, but we've started doing that ourselves with our end clients. We just reply to the ticket once we have the answers they requested and the ticket re-opens.

I had one technician resolve an issue with a 3rd party product without my assistance. LT and I had a scheduled call setup with the 3rd party. When the 3rd party wasn't available at our scheduled time to discuss a resolution, the support tech worked the ticket on her end to resolution. She then provided me with an email and voicemail that contained the solution from the 3rd party. I can't say that I've received that level of care in the past, and I don't know that I'll receive that level of care in the future, but I do know that one call made a huge impact on me as a customer and as a service provider to my end user.

Of all the features, my favorite is the level of customization the product affords. The redirectors are incredibly powerfull in that nearly any 3rd party app that creates a sustained network connection can be integrated with LT. I've got 3 technicians who used dameware at a previous job - they raved about the stability, low cost, and ease of use. We've run into a couple of issues with VNC, in particular around multimonitors when the primary monitor is not the left-most monitor. For a minimal investment, we deployed dameware as a backup desktop connection tool to LabVNC for remote support. Very straight forward, and very cost effective.

From my interaction with the LT team and from watching their new hires, I know they are actively working with MSPs to determine what features and tools will be most beneficial to their users. They don't sell directly to end-clients, and they are working to streamline the product from a usability standpoint. Their support is on an upward trend in my book, and I don't know that I could ask too much more out of a service provider.

Great product when it works updates are a crapshoot to install properly.

We've been a Labtech client for over a year, and their software is the core of our MSP business. Their rate of growth is phenomenal. While we have had support issues in the past, they've taken steps to improve what was a well-known weakness, and are well on their way to making it a strength. The leadership and continued development of the product, their willingness to listen to their userbase, and their commitment to their product is second-to-none. I've used Kasaya, Zenith, Commitwise, Autotask, and about 100 other glued-together solutions, and find Labtech to be both comprehensive and customizable. With access to the underlying data, there's no barrier to integration, and their partnership with and suppoort of other products (Various ativirii products, Doyenz, Commitwise, etc.) demonstrate the integration potential perfectly. Combine this with one of the lower barriers to entry in this marketspace, and by my criteria you come out with a winner On the downside, the user interface needs some design love, and the upgrade process isn't all it could be. I have no doubt that both of these are being addressed as resources permit. All-in-all, I'd give labtech a solid 8 out of 10.

I have to say that I have been surprised by some of the previous comments.
I looked at the functionality of Labtech and the pricing structure and have found it very good on both.
I would prefer the reporting to be editable without the need to purchase/install yet another software, and would also like to have seen a network mapping tool included, but on the whole this is an excellent product for the price.

With regards to support...everytime I have had an issue, I have recieved support very quickly and the level of support has been excellent.

I w ill try to give the good and the bad here. The good is that it is a Fat Client product that really w orks w ell out of the box and so far, has FAR more capabilities than any other RMM we have tried (N-Able, Kaseya, Hound Dog/GFI, LPI, Zenith). The web based products can't even compete in the performance
and functionality area. You are literally into an server, seeing logs, executing scripts, and running a rich report before you even get logged into a site or node on one of the Web based systems. This is the reason we like the Thick Client for MSP, WAAAY faster and more robust.

We have found Labtech to be very stable, but it does have some shortcomings in my book. We are a Autotask shop and have found the integration lacking a bit compared to the Connectw ise integration. If you use Connectwise, I cannot even understand why you would use any other system, period. For us our PSA is much more important to us from a business perspective, that Connectwise is not even an option. It seems Labtech has not done a single enhancement to the Autotask integration in almost a year and this troubles me.
With that said, the LT/AT integration is good enough for now . We were told that they will be enhancing it, so I am holding them to this (Matt if you are reading this, I know Connectwise invested in you guys, but there are alot of potential Autotask clients that you cannot turn your back on).

The bad is also for some, that Labtech's Web interface is a joke, w e never use it for anything other than deploying clients. This does not bother me, since I am fully sold on the Thick Client for reasons I stated above. The client works similar to Connectw ise's client does over HTTP/HTTPS, this is new to the 2010 release and it w orks flaw lessly.

Reporting in my opinion is hands down, second to none. The flexibility to customize your own reports layout and content is only limited to your wilingness to learn the industry standard Crystal reports. I love this about Labtech and I really hope they stick with Crystal. It is the most flexible robust reporting solution out there. And if you w ant custom reports, its the only way to go.

Scripting, without going into depth, you have to see it to beleive it. IMHO, blows Kaseya (The former scripting champ) out of the water. The only thing is that there is not the huge catalog of different (of ten useless) scripts that have been created by the user community like Kaseya has.

More bad, the system is not w ith its bugs. Currently there are a few big ones that are being addressed, and in my opinion, a little too slow . But in all fairness these are with functionality that does not even exist in most systems, and they do put out regular releases.

Finally, I w ill end w ith my wish list. I think the fact that Labtech is a relative new comer to the field, gives them a disadvantage in the Website/Support Forums. There are very of ten important issues or questions that go unanswered by their staff for weeks and even months at a time. The community and the website need a serious facelift and redesign. On the other hand, their Wiki is very informative and seems to be maintained fairly regularly when new functionality and releases are out there.

My final conscenus is that with the release of 2010 last week, Labtech technically is the most robust and feature rich RMM out there. It is by far the best most af fordable product on the market (No ridiculous pricing or overbuying tactics served up by N-ABLE, Kaseya, and LPI). In fact even if Kaseya were priced less than Labtech, I can honestly say that I w ould not budge. Kaseya and N-Able HAVE to be shaking in their boots. Labtech just needs more traction so things like a Community and Web Site get enhanced and monitored more. I also w ish they would work more w ith Autotask, but I understand with the Connectwise investment that may not ever happen and that is a damn shame.
I easily give Labtech 5 stars, and anyone who has not looked into it and done a trial at this point is really doing their company a major disservice, coming off of Kaseya or N-Able, it is instant ROI.

I created a video show ing Labtech and Autotask running great off my iPad, I have resorted to using my iPad almost exclusively when I am on the road, this has been totally liberating and I actually have saved alot in cost avoidance since I now arm my techs on call with iPads and we were able to get by without hiring an extra tech.

The Video
https://www.mspboard.com/view topic.php?f=18&t=934

Awesome piece of software.