It is a good solution if you are a new company just starting out or do not have a highly trained staff. However they are easily outgrown and their support is extreamly poor. Resolving issues that would tek 10 minutes if you do them yourself will take days or weeks if you count on them do the work.
We used Zenith for over a year before moving on. As another reviewer mentioned Zenith is great for the new MSP to get your feet wet, but you probably want to move on once you get to the advanced level.
Quick and easy setup
Minimal knowledge required to setup
Quick integration with Autotask
Back end NOC to handle things your team lacks experience in
Pay as you go: They begin billing or stop billing same day.
A great way to get alerted at 3 am to a problem.
NOC is there to fix things for you after hours.
Ability to push work like service pack installs to them
Confusing and difficult to tweak the monitoring settings
Manuals are sometimes hard to understand
Product support is horrible and from overseas
SNMP monitoring is useless
Only monitors BackupExec backups
Scripting is a real pain,requires a heavy investment in time
Patch management seemed to be spotty
NOC often would kick back simple tickets back to us for completion
NOC often would take hours or days to get to a problem ticket - we ended up doing the work ourselves to avoid breach of SLA.
Hard to understand NOC technicians
Overall, Zenith is a good place to start as a first RMM tool, especially if you do not have SQL or Exchange skills in-house. The product worked very well for basic alerting and monitoring and the included LogMeIn Pro made it even more affordable. Unless you have no plans on getting into scripting or really need their back end NOC support, I would suggest just starting with a full featured RMM like LPI that you can grow into.
We've been using Zenith infotech as an integral part of our managed services of fering for at least 5 years now . It gave us a very feature-rich capability with a very low cost of entry. Our relationship has continued as we adopted several of the additional innovations that Zenith has added over that time. They always seem to be looking forward, and seek to be on the cutting edge of MSP technologies, and yet, they have handled their own growth very well.
Poor support un-organized I switched to someone else after 3 years
I was a re-seller of their services. They are very un-organized and difficult to get actual support from. They have very low-quality phone systems and speak bad english. When you call them for support you can barely hear or understand what thaey are saying. The helpdesk service they had me pass-through to my customers was horrible. It lost me 2 loyal customers because of it's poor handling of issues. I have had my business switched to another provider for 2 years now, they have been notified to close my account 3 times and still keep calling me and telling me BDR's are offline. They don't have a clue.