As one of the central technical engines of a managed service provider (MSP), a remote monitoring management (RMM) platform can be an indispensable tool for boosting operational efficiency and profitability. However, buyers must do significant due diligence to ensure they pick a tool that has the pricing structure, features, and flexibility they need to help their teams get the most bang for their RMM buck.
The following is a checklist of questions buyers should be asking potential vendors to ensure they don’t get locked into a platform that doesn’t work well for their business.
These questions are based on research done for our exhaustive RMM Buyer’s Guide. If you’re looking for more comprehensive details, be sure to check it out. Otherwise, consider this your cheat sheet (and your lucky day!).
Choose the Best RMM for Your MSP
A comprehensive guide with actionable insights, guidance, and tips.
Essential Questions for Vendors
Functionality Basics
- What capabilities does your platform offer for policy management and automated change management?
- Does your platform offer cascading policies for policy inheritance?
- How does your RMM automate routine administrative tasks, such as patch management and third-party app updates?
- What scripting capabilities does your platform offer, and do you provide a library of pre-built scripts?
- How does your alerting and reporting system help technicians prioritize their work?
- Can technicians or administrators customize notification settings to reduce alert fatigue?
- Can you describe your dashboard and reporting features for communicating asset status and KPI performance to clients?
- How can your reporting capabilities help support my quarterly business reviews (QBRs)?
Pricing and Scalability
- How flexible is your RMM architecture to accommodate business growth?
- What is your pricing model: per device or per technician? and how does it scale as our client base expands?
- Are there any hidden costs for training, onboarding, or additional features?
- How does your pricing structure support our ability to profitably scale our operations?
Admin, Support, and Integration
- How complex is your RMM to deploy and maintain?
- What kind of training and onboarding support do you provide for our technicians?
- Do you offer a self-service portal for customer onboarding and information sharing?
- How intuitive is your user interface for technicians?
- How well does your RMM integrate with PSA tools?
- Does your tool offer integration between ticketing and automatic remediation?
- What level of customer support do you provide, and what are your response times for critical issues?
- Where is your technical support based?
- How do you ensure that your platform helps us meet and maintain our SLAs?
Migration
- How long should I plan for an RMM migration?
- How much disruption should technicians expect?
- What will be the training time and costs for getting technicians up to speed on the new system?
- How much will a migration impact customers and will I need to communicate any changes to them in advance?
Security and Compliance
- How does your RMM help us protect our clients from cyber threats?
- What security features are built into your platform? Do you offer SSO/MFA/role-based access control?
- Are you compliant with SOC 2, ISO 27001, GDPR, and HIPAA mandates?
- Have you had any recent security breaches we should be aware of?
Tough Business Questions
- How does your RMM support our transition from break/fix to proactive managed services?
- How does your RMM help optimize operational efficiency and improve customer management?
- What features do you offer to help reduce manual work and streamline processes?
- Can your platform help us identify cross-selling opportunities and demonstrate ongoing value to customers?
- How do you ensure that your platform helps us meet and maintain our SLAs?
Seal the Deal: Find Your Glass Slipper Vendor
Picking the right RMM platform isn’t just about checking boxes; it’s about finding a tool that will evolve with your MSP, drive efficiency, and keep your clients happy. The questions outlined above are designed to cut to the chase and empower you to ask the tough questions that matter most. By focusing on features, pricing, support, and security, you can zero in on the solution that aligns with your goals — not just for today but for the long haul.
For even deeper insights and a complete roadmap to RMM success, Syncro’s RMM Buyer’s Guide is your ultimate companion. From narrowing down choices to confidently sealing the deal, it’s packed with expert and research-backed advice to make every stage of the buying process a breeze. Good luck!
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