Remote IT management software for managed service providers

Every tool priced per endpoint charges you more as the managed fleet grows. Sometimes that model is appropriate: a monitoring product does more continuous work when another endpoint joins. For remote support, we chose a different unit. The people providing the service determine the seat count, and each seat brings a published device allowance.

Agency costs $45 per technician per month and includes 250 devices per seat. Ten technicians pay $450 for capacity up to 2,500 devices across unlimited client organisations. Adding a clinic’s forty workstations inside that allowance does not add forty line items to your bill.

This is a capacity allowance, not a claim that a ten-person team can support an unlimited fleet on Agency. Above 2,500 devices, that team can change the seat count or move to White-Label Pro. There is no surprise overage meter that silently changes the cost of the account.

Start with your technician and device numbers, then compare the result with the actual unit on your current invoice. A named technician and a concurrent technician are not interchangeable. If only a small fraction of a large team works at once, concurrent licensing may be cheaper.

Remote Login is not an RMM. It does not provide patch management, monitoring or alerting. If you already use NinjaOne, Atera, Datto or another system for those jobs, keep the tooling that meets those needs. Remote Login handles the authorised connection to a device and the record around that connection.

This distinction matters to the budget as much as to the feature list. Replacing a remote access component is one decision; replacing endpoint management is another. Do not subtract an entire suite’s cost from your operating budget if you still need its inventory, policies, monitoring or automation.

We do not imply that a product integration exists because the two products can run in the same organisation. Plan any ticket handoff, deployment process or identity integration explicitly. If a particular integration is mandatory, bring it to the evaluation before committing to a migration.

Consider a provider adding a new forty-device customer to a five-seat Agency account that currently has 900 devices. The account’s allowance is 1,250 devices, so the new total of 940 fits without a capacity purchase. Create a separate organisation for that customer and assign its technicians deliberately. The commercial allowance answers whether there is room; it does not decide which staff should have access.

Now consider a customer group with several related businesses. Common ownership does not automatically mean every employee or technician should see every device. Choose the organisation boundaries according to the actual authority and reporting requirements. If the businesses need separate records or access policies, do not collapse them into one organisation simply to simplify a device list.

A provider can also have different support commitments across clients. One permits agreed unattended server maintenance, while another requires attended acceptance for workstation work. Keep those agreements explicit during onboarding. Unlimited client organisations means you can represent those relationships without adding an organisation fee; it does not mean one customer’s permission carries over to the others.

That is the operational reason to examine the tenant model alongside the invoice. Review those boundaries when client contracts change, when staff move between teams and when organisations merge or split. A cheaper access path is not a useful saving if the team cannot confidently explain which client it belongs to or produce the corresponding record.

The remote support platform overview describes the actual product. Our narrower scope is useful when you want to buy that layer deliberately, with printed limits, instead of paying for a suite you will not use.

Agency includes branding; White-Label Pro includes full white-label. Your client should recognise the provider helping them. See what you can rebrand for the customer-facing surfaces and the boundaries that remain.

Branding does not make the software’s publisher or legal operator disappear. Signing identities, operating-system permission prompts and legal notices can retain technical or operator information. Test the installer, setup, support request, session and notification surfaces before you describe the experience to a customer as fully yours.

There is no separate rebranding fee on a plan that includes it. Starter is intended for one organisation and does not inherit the Agency branding entitlement merely because a logo file exists. Select the appropriate plan before incorporating the service into your own offering.