Are Impero Support alive?

[slancaster]

So... what alternatives are there to Impero fellas? I manage our Mac domain here and Impero just aint cutting it unfortunately. It doesn't offer much more than using Apple Remote Desktop and Smoothwall to manage traffic and remote access. Edited May 5, 2016 by slancaster

[synaesthesia]

Support appears to be decent here still. Asked to reactivate a license key yesterday morning and within an hour I had reply saying it was done.

[Al_NetSupport]

So... what alternatives are there to Impero fellas?

 

I am sure there will be lots of schools using a mixture of approaches, but in terms of a comparable solution functionality wise, NetSupport DNA does most of the same things as Impero, quite a few extra unique things, as well as offering an optional ServiceDesk to provide a complete package. The Classroom Management specific capabilities are far more advanced in NetSupport (based on independent competitive reviews and awards) and based on recent customers joining the fold, our main IT suite for schools, NetSupport DNA is refreshingly easy to install and use and has been well tested prior to release.

 

http://www.netsupportschool.com/images/awards-strip.jpg

 

That's the good news, the bad news is that we are, like Impero and others much more Windows focused so it would be misleading to suggest we could give you a like for like experience on Macs. We do have a dedicated solution just for Mac classrooms, that allows mixing Mac and Ipad devices, its called NetSupport Assist ( as with all our solutions it is compatible with our windows classroom solution). Netsupport Assist - Supporting The Next Generation Of Mac and Linux Classrooms. It's ideal for teachers in a Mac classroom, but based on your message, may not have the tech tools you are specifically looking for ?

 

Al. (forum sponsor)

Edited May 5, 2016 by Al_NetSupport
realised i can't type very well :)

[altecsole]

Can I just jump in here and let you know about my experience with NetSupport DNA?

 

We were looking for an eSafety solution to monitor user activity, and report based on keywords and phrases. We were already using NetSupport School in our main IT suites so decided to evaluate DNA, after checking out the product feature videos.

 

We also had an online demo of Impero but decided that the eSafety part of the product wasn’t anywhere near as good as Netsupport DNA and the cost was way more than we wanted to spend, especially as we already have a lot of functionality in place using other solutions.

 

During the evaluation of DNA I spent quite a lot of time talking to support to ensure that the eSafety part of the product met our requirements. We wanted something that would be easy for a non-technical member of staff to use. This was essential for two reasons; 1) I haven’t got the time to do it, and 2) pastoral staff know the pupils (I don’t), so a phrase capture that looks innocuous to me might be another piece in the ‘big picture’.

 

The support staff at NetSupport have been excellent and have really helped to show just how flexible the product is. For example, I created a Safeguarding Admin for our SLT safeguarding officer. This is a built-in role which gives that user access to just the eSafety part of the product when they login. That’s perfect for our pastoral staff. However, she also wanted to see Internet usage for individual pupils, and for year groups as a whole. No problem; just create a new role and tick the options for eSafety and Internet usage, assign this to a user and job done!

 

The product has actually updated twice during our 30-day evaluation; so ongoing development is happening. We asked for extra licenses during the evaluation too, which was agreed without a problem.

 

We were so impressed with the ease and flexibility of the product that we went ahead and bought it. It’s installed via Group Policy and training is being planned for the pastoral team with the idea being that they’ll use DNA to give them a detailed overview of student activity and only come to us if they want detailed Internet logs for further investigation.

Edited May 5, 2016 by altecsole
removed pesky typos

[Mistert89]

We are having similar troubles. We have been told that there is an issue with 5.210 which is possibly related to a jump straight from 5.003 when we updated. We have been sent a patch to test which 'should mend it' - and a rather odd comment about 5.003 being hacked, so you needed to get off it??? Didn't understand that - there was no elaboration on this.... ??Hacked maliciously would imply danger; Hacked commercially would initially mean revenue issues only. Do people who have remained on 5.003 have a vulnerability issue?

 

Anyway, we're testing the patch - and working out whether we have to do a whole site uninstall/re-install.

[Dan_Impero]

We are having similar troubles. We have been told that there is an issue with 5.210 which is possibly related to a jump straight from 5.003 when we updated. We have been sent a patch to test which 'should mend it' - and a rather odd comment about 5.003 being hacked, so you needed to get off it??? Didn't understand that - there was no elaboration on this.... ??Hacked maliciously would imply danger; Hacked commercially would initially mean revenue issues only. Do people who have remained on 5.003 have a vulnerability issue?

 

Anyway, we're testing the patch - and working out whether we have to do a whole site uninstall/re-install.

 

Hi @Mistert89,

 

Could you email your contact details over to me at [email protected]? I can then look in to who you were speaking to and get them to follow up regarding the upgrade.

 

Kind regards,

Daniel

[mariocleo]

Well my experience of Impero support previously was that we would tell people about how good it was now it's shocking. Since December we've been trying to get a iPad to connect for a visually impaired student who needs to be able to view the teachers screen from up close but we just can't get it to work. We've gone through loads of upgrades as "there's a known problem with this version" and even one of those upgrades went completely pear shaped and had to downgrade 2 version before being able upgrade to the latest version (2 weeks lost there trying to fix it). Anyway, it's May and I had one email response on the 28th April saying "What issues with the iOS client are you having at the moment, is it deployment/installation or connectivity related?". I very nearly did go and bang my head on the wall I was so frustrated. Anyway, I've restrained myself from commenting but can't hold back any more.

It's good to know that there is an alternative as I'm now considering one when the renewal is up at the end of the year. Hopefully this might trigger a response of some kind (any response would be good just to know you are still there).

M

[Dan_Impero]

Well my experience of Impero support previously was that we would tell people about how good it was now it's shocking. Since December we've been trying to get a iPad to connect for a visually impaired student who needs to be able to view the teachers screen from up close but we just can't get it to work. We've gone through loads of upgrades as "there's a known problem with this version" and even one of those upgrades went completely pear shaped and had to downgrade 2 version before being able upgrade to the latest version (2 weeks lost there trying to fix it). Anyway, it's May and I had one email response on the 28th April saying "What issues with the iOS client are you having at the moment, is it deployment/installation or connectivity related?". I very nearly did go and bang my head on the wall I was so frustrated. Anyway, I've restrained myself from commenting but can't hold back any more.

It's good to know that there is an alternative as I'm now considering one when the renewal is up at the end of the year. Hopefully this might trigger a response of some kind (any response would be good just to know you are still there).

M

 

Hi @mariocleo,

 

I'm really sorry to read of your frustrations and the difficulties you've had in getting a resolution to your issues. Could you please email me your contact details directly to [email protected] and I will take a look into the open ticket for you.

 

Kind regards,

Daniel

[chris_uk]

Buy the Netsupport software

We started off with just the NetSupport Notify Application, we now run that and NetSupport DNA. We will be moving away from LanSchool to the Classroom Management software as well. Can't fault the support. I've normally had a reply within an hour. Sales people are awesome as well. They even extended our trial of DNA due to running out of time in school.

 

(Can you tell I'm loving NetSupport software at the moment?)

[mariocleo]

Thanks Chris. In Impero's support it was all working so well and couldn't fault it up until about December. Anyway, we'll check it out nonetheless just to keep up with what's out there.

M

[chris_uk]

Thanks Chris. In Impero's support it was all working so well and couldn't fault it up until about December. Anyway, we'll check it out nonetheless just to keep up with what's out there.

M

 

Happy to give you the contact details via PM of the lady who I dealt with. I like the non pushy sort of sales person, this is her down to a T. Honest in her replies as well.

[jj99]

Another vote here for NetSupport.... having used impero, lan school and abtutor . Support for NetSupport is vastly superior! I have never had to trawl through horrible threads about Network performance since moving either.... *shudders*

 

Maybe Contact them, they will happily give you a trial and not sell you a free grandma!

[Andy93]

What is the usual wait for a ticket with Impero? I have submitted one however I am yet to hear back at all.

[6Foot2]

What is the usual wait for a ticket with Impero? I have submitted one however I am yet to hear back at all.

 

How old is your ticket? I left a phone message last week that was actioned within 3 hours (it could have been sooner: I didn't check it any earlier)

[Andy93]

How old is your ticket? I left a phone message last week that was actioned within 3 hours (it could have been sooner: I didn't check it any earlier)

 

Over 24 hours... I'm just wondering whether or not I should be expecting to wait a couple of days

[mb2k01]

Just to throw my 2p's worth about NetSupport School as lots of others seem to be doing, but actually not a positive...

I have previously arranged to go with this at a former site, and while I was happy enough with the pre-sales process of getting trials and negotiating pricing, the software itself didn't leave me with the same kind of positive taste as it seems to be doing with people here. I found it to be frustrating when trying to save classroom layouts, performing lower than desired when using the demo or video feature, and support was difficult to obtain initially (though to be fair once you got someone they would happily connect in which I did like).

 

Don't get me wrong, I'm now an Impero customer and I'm less than happy with their quality of support at the minute - and the last several versions appear to have baulked previously working features which frustrates the hell out of me - but, not enough to make me want to switch yet - and if I was to, I'm not sure it would be NetSupport School (or the DNA suite)

I suppose the only reason for this post it to focus back on the fact the thread relates to Impero, and to just give a balance to the product which others seem to be suggesting is a much better alternative but actually might not be for some.

[Al_NetSupport]

Just to throw my 2p's worth about NetSupport School as lots of others seem to be doing, but actually not a positive...

I have previously arranged to go with this at a former site, and while I was happy enough with the pre-sales process of getting trials and negotiating pricing, the software itself didn't leave me with the same kind of positive taste as it seems to be doing with people here. I found it to be frustrating when trying to save classroom layouts, performing lower than desired when using the demo or video feature, and support was difficult to obtain initially (though to be fair once you got someone they would happily connect in which I did like).

 

Don't get me wrong, I'm now an Impero customer and I'm less than happy with their quality of support at the minute - and the last several versions appear to have baulked previously working features which frustrates the hell out of me - but, not enough to make me want to switch yet - and if I was to, I'm not sure it would be NetSupport School (or the DNA suite)

I suppose the only reason for this post it to focus back on the fact the thread relates to Impero, and to just give a balance to the product which others seem to be suggesting is a much better alternative but actually might not be for some.

 

Hi MB2K01,

 

Never good to hear feedback that is less than positive, but always willing to listen and learn from any comments. I am sorry you weren't 100% impressed or pleased with NetSupport School in the past but i am sure you will appreciate the product has evolved hugely with regular releases over the last few years and our overwhelming feedback on v12 is that we now offer the most stable and best performing solution on the market. That said, performance has absolutely always been our backbone so it is a shame to hear it wasn't as you hoped in your environment. Again, i can but apologise. We offer our solutions for free download and trial so that everyone can try and see for themselves our performance and functionality within their own environment, so as always, i would encourage anyone to test themselves and form their own opinion.

 

NetSupport DNA of course is a very different beast, being a full IT management and Safeguarding suite, and our only message (as the sponsors of the forum) is to download and try an alternative for free, and then make your own judgements. Many have and many are now our customers. Most of the views posted on this particular thread about NetSupport, have actually been about NetSupport DNA, not NetSupport School, as it is a comparable solution to Impero, and (i think) all appear to be from current users of the product, so their opinion does seem equally valid.

 

If you ever decide to look at alternatives, then it seems only fair that i extend the offer to come and see you personally , show you our solutions and leave you with a version to play with. If they aren't for you, then of course i respect that.

 

Al.

Edited May 17, 2016 by Al_NetSupport
Rubbish grammar "Their" not "there" :)

[Mic_Impero]

@Andy93

 

If your case is still outstanding, please could you PM me your details so that I may check the case is prioritised correctly and ask one of the team to get back to you.

 

Kindest regards

Mic Sanderson

Support Manager

Impero Software

[mb2k01]

If you ever decide to look at alternatives, then it seems only fair that i extend the offer to come and see you personally , show you our solutions and leave you with a version to play with. If they aren't for you, then of course i respect that.

 

With the greatest respect, I'm actually less likely to take up such an offer due to the way this thread has turned out.

As I said, I'm not exactly thrilled with Impero myself so I can understand people wanting to look at other options, but the heavy posts from a rival company in someone elses thread leaves a bit of a bad taste for me.

Bit like vultures swooping down and trying to pick flesh of something that isn't dead yet or a school unashamedly trying to poach students already on roll elsewhere.

[Steve21]

As I said, I'm not exactly thrilled with Impero myself so I can understand people wanting to look at other options, but the heavy posts from a rival company in someone elses thread leaves a bit of a bad taste for me.

 

Funny you say that Been looking at classroom management in general (not got anything currently) and same opinion, the amount of NetSupport spam in every thread about every other product is driving me crazy haha Assumed it was just me being odd

 

As you say certainly good to test a wide range, but doesn't give a great starting view (personal opinion)

 

Steve

[Al_NetSupport]

Mb2k01 and Steve21 appreciate and respect the feedback. We do pay considerably to sponsor the forums so that we are able to share other views. I am sorry if you feel we are too quick to share information about our solutions.

 

To add some balance to this though, I only posted once #53 on this thread, the subsequent posts were other forum users expressing a view on other solutions including Netsupport.

 

Nonetheless my apologies if our contribution wasn't appreciated.

[Steve21]

Mb2k01 and Steve21 appreciate and respect the feedback. We do pay considerably to sponsor the forums so that we are able to share other views. I am sorry if you feel we are too quick to share information about our solutions.

 

Wasn't referring to here specifically Al, just every single thread about any Network Management gets some Sales pitch. Even when specifically directed at an alternate product or asking how to do something in it e.g. How can I do XYZ in "Other Product" - Have you looked at NetSupport?!

 

As an example just now another sales pitch popped up in regards to Nudity Searches in the other thread Unless you guys do that too? (I assumed not seeing it's directed at the comments about Securus and word listings)

 

http://www.edugeek.net/forums/windows/170281-nudity-skin-tone-detection-software-2.html#post1458007

 

But as I said just my opinion, don't mind me

 

Steve

[Al_NetSupport]

Feedback noted Steve and taken on board.

 

Al

[Mistert89]

Impero support ARE still alive, and although we have tremendous problems - suggested that this is because we migrated straight from 5.003 to a much higher version. We are due to receive the new 5.3 although the downer is potentially the vast level of work in removing all traces of the older versions ~ this sounds to be very substantial and could take a great deal of precious (reduced!) resource.

 

(I might add that we have teaching staff who say, why not try "XYZ" as their first reaction to "it's broken" ~ but what they don't consider is whether XYZ would actually be any better; and it's an expensive thing to try... Yes, free trials and all that, but don't take for granted the internal cost of time.... yes, don't take techies for granted!)

Edited May 18, 2016 by Mistert89

[slancaster]

but don't take for granted the internal cost of time.... yes, don't take techies for granted!)

 

Thats one of the things that gets me. We pay for services / support contracts with companies like Impero, and when it becomes much more hassle than its worth to get a product working correctly it just doesn't inspire me with confidence. For example, it took 3 techies days to get the latest Impero set up, only to find lots of bugs with the Mac side of things and in the end we have removed Impero from our Macs - lots of time wasted.

 

Impero is a great product when it works as it should, and the Windows experience is certainly a lot smooth than our OS X side of things but I just don't have time to be a bug tester.