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Kaseya vs Labtech

Posted on 2011-09-22
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Hi There!

We are a smallish IT Company who inherited Kaseya via an acquisition. It's been nothing but trouble, and it's pretty expensive. Labtech approached us a few months back and are chasing hard offering pretty attractive pricing, but I am pretty keen to hear from people who have migrated one way or the other. Specific Points of interest:

1) Agent footprint, Kaseya's agent is pretty unintrusive, is LT's product the same?
2) Remote Control stability and speed (a MASSIVE problem for us in K)
3) Support quality and availability
4) Killer features I'll miss if I switched from K to LT?
5) Reporting (A massive weakness in K)
6) Built in monitoring sets that are useful
7) Killer features I would get for moving to LT from K
8) Active and Large Community Support? Who is better?

Any other comments or considerations would be greatly appreciated.
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Question by:networkn
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9 Comments
 

Author Comment

by:networkn
ID: 36580360
How can I add Managed Services to the Zones for this question?
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ITGhost earned 2000 total points
ID: 36580503
I work for a very similar company.  About a year ago, we made the transition from Kaseya to Labtech.  I'll try my best to answer your questions.

1) Agent footprint, Kaseya's agent is pretty unintrusive, is LT's product the same?

The agent footprint in Labtech is relatively unintrusive compared to Kaseya's.  The communication between the agent and the management server is not as frequent, as Labtech recommends the use of  a "Master" computer at each location which is more frequent contact with the management server.

2) Remote Control stability and speed (a MASSIVE problem for us in K)

The Remote Control options in Labtech are fewer.  You have VNC or Terminal Services. Agents by default only check into the management server every five minutes. This is why the Master agent is so important.  RC requests are made to the computer in question, routed through the Master agent, and the Master tells the agent in question to check in to the management server. At this time, the remote control session is started.  Time-wise, as long as the Master agent is in place, you should have comparable RC setup speeds to Kaseya.  Stability-wise, the Labtech RC sessions are pretty solid.

3) Support quality and availability

This has steadily improved in some ways and suffered in others.  A year ago, I could call and talk to a Labetech technician immediately.  This has changed significantly.  However, a year ago their distributed support material consisted of a Wiki.  The available material (including video instructions) has markedly improved.  The support team is knowledgeable and passionate about their product. They constantly have training conferences and opportunities to improve your knowledge of their product.

4) Killer features I'll miss if I switched from K to LT?

To me, a non-programmer, the scripting tools in Kaseya were easier to grasp.  Labtech is a powerful product, but at times I feel like I'm looking at Advanced view Active Directory tree rather than a management tool. Labtech's web portal is definitely a gimped version of their management client. So, essentially, to me, Kaseya is a more polished, easier to use software.  Is that worth the $ difference between the two products?  That is up to you.

5) Reporting (A massive weakness in K)

I can't directly address this, as I'm not the one who usually runs the reports.

6) Built in monitoring sets that are useful

Labtech's monitoring is much harder to understand (or was for me) than Kaseya's. However, they have many useful monitors pre-built, and tweaking them is not *that* difficult.
 
7) Killer features I would get for moving to LT from K

We moved from Kaseya before upgrading to latest version, so I know that many of the real time monitoring aspects provided by LT are now in Kaseya . .. but that being said, being able to kill processes without remote controlling the machine, taking screen shots, seeing current memory usage, flagging blacklisted applications/processes, and the overall control of the individual computers available without ever remotely accessing them - this is a big plus in LT.  

8) Active and Large Community Support? Who is better?

Kaseya's community is large, but LT is growing and they seem to be excited about the software.

I hope that helps a little.

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Author Comment

by:networkn
ID: 36598515
ITGhost..

Thanks they are useful. I am finding a few issues with my trial of this product, the first is really bad, which is that it takes an AGE to open a vnc session. Once it's open it works nicely, but man it's horribly slow to get started.

Second thing is that the sales guys have been ok, but they seem to have pretty strict rules about the way things should be done during a trial. It's a really short trial, 2 weeks, hardly enough time to evaluate if you are busy, and I was met with a fair amount of resistance when I suggested extending it, with them pushing me to buy it, and use the 120 day return policy to further trial it. Was this your experience?
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Expert Comment

by:ITGhost
ID: 36600210
That was not our exerience.  Of course, we were early adopters and their policies may have changed since then.
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Author Closing Comment

by:networkn
ID: 36959391
Thanks for the information.
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