NOC’s grouse with Labtech RMM
Majority of Labtech MSPs I speak to tell me they have too much noise coming from the RMM. (Even with Ignite). Although, I have spoken to successful MSP owners who have got things well setup and are very happy with Labtech.
If you are the latter kind, you know it takes time and patience to get things sorted with Labtech RMM. It’s a one time heavy lifting you should be ready to do if you are going Labtech.
You will keep tweaking the system as you go, but it wont take as much time compared to the initial work you put in . And once you are familiar with the nuts and bolts of it, the tweaking process will be enjoyable and rewarding.
Irrespective of your prior experience with other RMMs, there is going to be a steep learning curve. LT just does things differently. They have different terminology and navigation, which I personally found hard to get used to. Its kind of like moving from a tambourine to playing a full blown drum kit. You have got to learn new skills, put in the hours of practice before you rock that audience. If you fail to do that you get heckled off the stage.
LT is very versatile and customizable. I would rate it best on automation and scripting. But to get the most out of it, you need to know the product well. The patching and monitoring is fantastic. The product has some great integrations. Hitman Pro, ESET and CW integrations are excellent, but then if you manually sync LT and CW it takes over 30 mins some times.
Before this post becomes a review of Labtech, I want to stop. That’s not my aim.
For all the things I love about labtech, there are a few things things that are burning holes in my pockets (exaggerated). So here is my grouse:
1. App Load time: As a MSP you have to login to just your own control center. But as a NOC that serves multiple MSPs, we have to login to multiple servers from the control center. Each time it takes minutes to load. So each time a tech switches from one LT to another, he wastes 3 – 5 minutes. You may say that they could use the web login, but that doesn’t have the useful features with which Control center is loaded. Most often with control center you can fix issues without interrupting the end-user.
2. Remote Control: Of all RMMs we use, Labtech has the worst remote control. Yes, I said it. No matter where your Labtech server is hosted. Remote sessions are slow and ugly. It fails to connect far too often. Time wasted just sitting around is all money down the drain for me.
3. Documentation : The documentation is very superficial. The search on their KB site isnt all that great too. If you face a problem with your LT instance, chances are you wont find the resolution online. It seems they don’t focus a lot on documentation in the support team. Making more solutions public will greatly reduce the burden on their support. I must add that SQL gurus will have little problem with LT, but people like me will have to completely reply on support.
There are other things I don’t like about LT but they don’t matter to me that much. Like UI or navigation. Or how you need to have IIS running on your windows server to host labtech.
Labtech is very powerful indeed. But can you harness all that potential? Many have failed before.
Have you tried Labtech? What is your biggest grouse? Share in the comments.