Source
r/msp•
MSPResource

Results for the survey "What RMM do you use?"

Community Survey Results

I want to thank EVERYONE that did our quick survey to give us an idea of what the real-world pulse is in our community. This helps everyone get past all the sales and vendors and get a good generic idea of what our community that's willing to interact with us uses and thinks. A filterable spreadsheet is listed below.

Quick Summaries

Most popular RMM'S

  1. Connectwise Automate - 19.19%
  2. Syncro - 11.90%
  3. Atera - 10.78%

RMMs with the highest positive user rating (weighted*)

  1. Atera
  2. Connectwise Automate
  3. Syncro

Most popular RMMs with 1-500 endpoints (weighted*)

  1. Syncro
  2. Atera
  3. Connectwise Automate

Most popular RMMS with 500-4000 endpoints (weighted*)

  1. Connectwise Automate
  2. Datto RMM
  3. N-Central
  4. Kaseya VSA

Most popular RMMs with 4000+ endpoints (weighted*)

  1. N-Central
  2. Connectwise Automate
  3. Kaseya VSA
  4. Pulseway

Filterable spreadsheet with the data.

https://docs.google.com/spreadsheets/d/1cVU0_XkGtA4xJlRBv56LFC50oTvjDgELnjGjYanc6d0

(I want to make a infographic I just haven't had enough time)

*If you think any of my calculations are off let me know when it comes to weighted you figure out weight by creating a scale based on the amount of people that use that RMM out of all of the RMMs and apply it to the average of the data. (that's how surveymonkey explains it)

Notes:

Please note all data is based on people that were nice enough to fill out the survey and people active in our communities.

Posted Aug 17, 2020, 10:01 PM UTC · edited

6681
Rhinosauro•

How many responses were there?

18
MSPResourceOP•

1700+ give or take some.

19
chrissi400•

Data is useless w/o that info. Pls share that data too! :-)

12
challengedpanda•

+1 for sharing total number of responses!

5
just_some_random_dudMSP - helpdeskbuttons.com•

I am really surprised by Ateras rating on this. This does not sync up with our in house data. This is not a knock against them but I think we have like 3 Atera partners compared to several hundred of most of the others. We have been debating discontinuing the integration because they have no Dev partner program and we actually have to maintain a subscription with them to keep our integration up to date.

14
Jarden666999•

Can't take these stats serious as someone who has demo'd most of this software and come from N-Central.

10
MSPResourceOP•

If you look most responses were small MSPs under 500 endpoints which makes the pricing of Syncro and Atera very appealing, so I can see this. Everyone has a opinion, most would say the same about webroot yet you hear about them all the time.

6
chainercygnus•

Could you elaborate on Webroot more? Are you saying it's a more attractive solution for small MSP's due to the price point?

I ask because we are a Webroot shop and I haven yet to be impressed by it in any capacity, but we moved to it from AV Defender when we left N-Central for Datto RMM.

1
LeetJN•

Are you saying it's a more attractive solution for small MSP's due to the price point?

Not OP, but it's cheap junk. They finally opened themselves up to some third party testing and they are consistently below average. BUT people keep using them because they are cheap and because they have anecdotal evidence that it hasn't let anything bad through (usually because they were lucky enough to not get hit yet).

7
KNSTech•

I'l echo what LeetJN said. It's cheap and it's not very good. However, you can get basic BitDefender GZ for almost the same price depending on your provider. Leaps and BOUNDS better than Webroot. Can even go to ATS/EDR for a little over $2 and minus them having a pretty crappy web console, I've loved it. Still have some more in house testing to do against BD ATS+EDR and S1. But almost anything is better than Webroot.

That said I know a shop with close to 30K endpoints and they still use Webroot. Managed properly it's still an AV solution I guess.

1
throwawaymsp2•

What do you currently use if you don't mind me asking?

1
Jarden666999•

Nable/ncentral with connectwise

3
MSPResourceOP•

Responses were from all over the world 70% of their responses were under 500 endpoints so I can see them being popular based on pricing.

6
KaJothee•

This is very suspect and they should be knocked.

4
joe80x86•

So we use helpdeskbuttons.com and Atera but we don't use Atera for ticketing, we use Freshdesk. It is also possible that some who use Atera use the email interface, we did that with Freshdesk for a long period of time because we could never get the integration to work the way I wanted it.

1
lieutenantcigarette•

Really surprised that Datto isn’t higher and that Pulseway is above Ninja

13
shtef•

What's Datto like? Been eyeing it for a while.

3
RedbeardTheGrey•

I do not like the lock-in to the years-long contract. But that's what I ended up with at Connectwise too... So apparently as long as we put up with it, they will keep doing it.
As a one-man shop, Datto's technology is pretty comprehensive and makes me extremely efficient at the problem-solving side of things. The tools are great and reliable, and the support is top-notch. Datto reminds me a lot of Novell back in the day.

Their tech allows me as a one-man shop to take care of my clients. I don't intend on leaving Datto, but it does irk me that my choice is locked into a contract.

8
Admirable-Trifle-513•

I have AutoTask PSA but do not have a Contract

1
gracerev217MSP•

Datto is great, powerful platform. The Rmm does everything I ask of it and more

7
Upset_Paleontologist•

LoL. The moment I saw Pulseway in the 4000+ endpoints category, I gave up.

2
OpenDraw7•

I think this data confirms this sub is most frequented by smaller MSP shops, which is great. Overall this is a great community resource. Thanks for putting this together.

10
kajajeh•

Interested in seeing a similar survey for Backup solutions used!

9
skolte•

Really supprised that NinjaRMM is not mentioned here more often, in my opinion they are at the moment one of the best RMM's out there. We are using it know for almost 4 years and if you see where they came from and where they are know it is becoming a really powerfull product. And they are adding new functionality on regualar basis.

Before Ninja we were a solarwinds customer and to keep it polite this was not a real succes. Butt nodoubt that they have changed some things in the last couple of years.

Back to NinjaRMM, our experience with their support is also great and it's fast! And if you have a high priority ticket it mostly takes 1 hour +- and they directly call you.

I'm not an advocate for NinjaRMM or something butt I can really recommend trying a trial and see for yourself!

8
BlankOasis•

This comment is sponsored by NinjaRMM :D haha

8
skolte•

Hehe you would think so, butt that are my real world experiences.

3
Refuse_MSP - NL•

An RMM should suite you and just because ninja RMM suits you, doesn't mean it does for others.

We used solarwinds in the past and are now on AT/Datto. We trialled Ninja, but it wasn't for us. Datto support is great too and the tooling does what it needs to do.

It's just a better fit for us and also not mentioned very frequently. The 3 year lock in isn't really an issue as I don't see us switching RMM every year. And if they really f*ck up there is enough reason for them to not hold you to terms.

I don't work for Datto, but do advocate for them ;)

6
draziwkcitsyoj•

Exactly my thoughts and exact same experience coming from Solarwinds

I absolutely love Ninja. Their new in house backup is pretty great and always really useful new features added.

Support and my account rep are always a pleasure to work with.

It's also all incredibly intuitive and a fantastic UI that makes it a snap to train my employees on.

5
WilliamEverettStone•

Anything would look good after coming from SolarWinds. I was on MaxFocus > LogicNow, which SW bought and turned into an absolute shit show.

2
I_like_nothingMSP•

How did Pulseway end up on this list? I couldn’t even manage 10 endpoints properly, I pity the techs that need to work with Pulseway on 4k+ endpoints

7
BlankOasis•

Not sure what in the world you are talking about and if you tried it properly? We use it for 800 machines and its flawless. Easy deployment, great automation, excellent patching. 

5
Upset_Paleontologist•

BlankOasis, and the Pulseway marketing handle is WhiteOasis. Not too difficult to decipher who is commenting on this post. Lol. Atleast have a different handle before you fool people on here!

1
rajurave•

We had Pulseway it sucked. Moved to Syncro so much better, scripting engine is good too.

4
TSullivanM•

Why is it no good? Were about to switch from Kaseya to Pulseway.

2
ummidkgoaway•

Im really surprised about Syncro and Atera but its good to see that they have a spot. I've had my eye on them.

5
dayburner•

At the under 500 endpoint market area they are hard to beat from a cost to feature perspective.

8
wireditfellow•

It’s not just cost but simplicity to configure and manage. Most MSPs in 500-1000 range don’t have man power to dedicate to bigger vendors complex and sometimes half baked features.

6
dayburner•

Right, some of the larger systems require dedicated staff to run well which smaller shops just don't have. Plus the onboarding for new front line techs was a nightmare.

6
nevesis•

they also provide significantly better monitoring and remediation, however, which is the entire point of "proactive managed services"

2
morbidpete84•

True. Automate is amazing but was hard to justify as a 2 man shop. Personal issues with CW aside, couldn’t stick with manage, sell and automate at our seat count. Hopefully in a year or two we’ll grow enough to justify.

6
dayburner•

Yep, we started with Automate, Labtech at the time, as well moved on after a year of trying to make it work with two people. Too much management over head and cost when you're starting small.

3
bazjoe•

How big can Syncro Scale? They are indirectly run on top of AWS (Heroku)

5
thai510•

Hey u/bazjoe - Ian from Syncro here. We use a modern technology stack that's very scalable (and yes, most of our hosting is on Heroku).

Let me know if you have any questions,

Ian

5
bazjoe•

Hey Ian - I use Syncro and actively participate in forums, still waiting for my coffee cup. My question is more for the general population than for you the manufacturers representative. Are there any brave souls with 1000+ managed seats that moved from a traditional RMM to Syncro and live to tell about it?

3
samuch•

We use Syncro with more than 1000 endpoints. Everything works mostly well but the giant sore thumb (or entire hand) is the lack of msp and business ready reporting with metrics. We'll be switching at end of year if it doesn't finally come about. That said, we love the platform and having both psa and rmm combined. They have some great integrations. Oh, and no mug here either ;)

4
thai510•

Ah, makes sense :)

I'll let users chime in if they want - but I can say that we do indeed have many MSPs with well over 1000 endpoints using Syncro.

3
bazjoe•

I assume they have screenconnect or an alternate remote control product in use. I’ve used many and there are stability issues unique to syncro.

3
thai510•

Hey - Also send me an email [email protected] regarding that mug :)

2
morbidpete84•

Awesome to see the little guys on the top 3 lists. Glad I went with Syncro

4
jordanhosmer•

If anyone is interested... I copied this sheet and added conditional formating to more easily view sentiment analysis.

Have a gander: https://docs.google.com/spreadsheets/d/1WDEX7mPddaxuXLzWjJvOXp3vx0ST2kO-cc5rJp0gpd0/edit?usp=sharing

3
MSPResourceOP•

Awesome! All I ask is you keep credit on where it came from :) I wanted to make a infographic but just haven't had the time.

2
sonyturbo•

Interesting. A little math allows one to estimate the total number of endpoints being reported per vendor.

  • ConnectWise Automate 548,150
  • N-Central 446,572
  • Datto RMM 194,255
  • Kaseya VSA 158,161
  • SolarWinds RMM 123,993
  • Pulseway 100,253
  • Atera 82,446
  • Other 79,446
  • Continuum 73,899
  • NinjaRMM 64,115
  • Syncro 58,811
  • OptiTune 31,648
  • Comodo One 5,117
  • ManageEngine 1,745
  • Naverisk 1,745

Key assumptions for this to truly reflect market share of Endpoints:

  • Surveyed companies represent the overall market
  • There are no enormous whales in the 8000+ bucket that would distort the data
  • To the extent there are whales in the 8000+ bucket, the true market share of vendors serving large clients may be underestimated.
3
ShaneTechno•

If you combine Solarwinds N-Central with Solarwinds RMM then SolarwindsMSP has the most endpoints.

3
eric_in_cleveland•

Thank you for doing this work.

2
Jawiley•

I'm late to the party but just throwing my info in. We moved from CW Automate to Ninja. It has less granular control but 10x usability. My techs actually enjoy working in Ninja where as they dreaded going into Automate for anything. Ninja has everything we were looking for in an RMM plus it was much more affordable. The free splashtop licensing is a bonus but we still use ScreenConnect. I won't go into CW's terrible culture.

We are watching Datto RMM also but at the pace at which Ninja is improving I can't imagine we'd change unless Datto did something amazing. Oh, the guys at Ninja are actually great to work with and seem to get the needs of the MSP community.

P.S. We have 1500+ endpoints under management.

2
ShaneTechno•

Why does Solarwinds MSP not show up in any of the above categories? Is this a biased survey or are they really... Off the chart?

OH, i see. N-Central is on their twice and that's Solarwinds MSP.

I use their RMM though and that's not a favorite :(

2
MSPResourceOP•

I only put the tops in the summary (Not all of them) if you click the spreadsheet you'll see Solarwinds RMM, I believe that's what you're looking for.

1
chicagotonian•

As someone who's not in the industry, I'm curious if the breakdown of survey respondents by endpoint is a fairly accurate representation of MSP sizes nationally? (i.e. are ~18% of MSPs serving below 100 endpoints)

1
Lake3ffectMSP - US•

Kicking myself for going with Datto over Syncro...

1
daunt__•

Why, what's wrong with Datto?

We just signed up for a trial with Synchro and so far so good but have heard good things about Datto. Anything you don't like about Datto?

2
Lake3ffectMSP - US•

Price.

​

I'm one year in as a one-man MSP. Looking back at my spending, I could've saved some money by going with Syncro. Don't get me wrong, Datto is great.. but compared to Syncro, it is relatively expensive. Plus, I'm locked into a 3 year contract with Datto. I wanted one year, but of course they won that battle.

​

But for a fully functional RMM suite, Datto lives up to the price. It's worth it. I'm sure as my company matures, Datto will prove to have been worth the investment.

1
bamus•

Personally, I'm just looking for something that:

  1. does the basics right
  2. has reliable patching
  3. gets frequent updates

I'm using Kaseya VSA at the moment and while you hear it's one of the big ones, super powerful, etc..., it's quite irrelevant if most of those features don't function very well. Patching is a mess. Live Connect as a remote tool is pretty shameful to have as one of those "big" ones. Development... well let's say they redefine the word "overpromising" every time their marketing boys feel like doing a webinar.

The biggest reason I'm looking around (*sigh*) is because the abysmal development pace. I'd rather go with one of the less powerful options that actually put stuff out there if it covers the basics (scripting, monitoring, patching) and stack other tools to fill the gaps (screenconnect, ...).

From what I gather, right now, things that see frequent substantial updates are SyncroMSP, Bluetrait and DattoRMM.

I have a great deal on VSA (even vs Syncro), but honestly: I gladly pay more if the tool would just do most things well.

2
Lake3ffectMSP - US•

IMO, Datto RMM handles patching adequately. It's not great, but it gets the job done without giving me a headache. Feature Updates must be performed manually as a "Job" within Datto RMM using one of their components. I don't mind manually running the job for a feature update, as it gives me more control over the process.

3
MrJoshua099•

The biggest reason I'm looking around (*sigh*) is because the abysmal development pace. I'd rather go with one of the less powerful options that actually put stuff out there if it covers the basics (scripting, monitoring, patching) and stack other tools to fill the gaps (screenconnect, ...).

Sounds like it's time to get away from Kaseya. We moved off it in 2015 and it sounds like some of the same problems still persist! Our patching was terrible, monitors didn't work reliably, etc. This was when they disabled RDP and forced LiveConnect on everyone. LiveConnect for remote was atrocious on first release. Couldn't connect, slow, no features (not even copy/paste). Thanks for the nightmare flashback =P

We went to Labtech now Automate and boy was it a huge upgrade. Screenconnnect alone was worth it vs Kaseya. It's a complex tool though and you really need to dedicate the time to set it up to your needs.

2
LeetJN•

Throwing my 2 cents in.

I have used all of the big players to some degree and trialed most others, VSA is where I ended up.

They ALL suck big in one way or another. VSA is great if you can get over the quirks. Use Patch Management for Windows and Chocolaty for Third Party and you won't have any issues in those departments.

I finally took the next step (which I should have done a long time ago) and enlisted MSP Builder to implement their VSA automation product.

VSA and MSP Builder will decimate any of the other RMMs in all the areas that matter, except Live Connect, that's still pretty pathetic among the big players... One trade off for so many other thorns taken out of my side.

2
[deleted]•

A lot of the big players are big players with large device counts. Wonder how much of that is relative “vendor lock-in” once you have thousands of devices.

1
sankalpit•

We are on ConnectWise.

1
gabrielvaraljay•

Good to see this data, thanks for your work!

1