richbrowncardiff Posted June 26, 2017 Posted June 26, 2017 Hi All, Who is using Impero on here ? has anyone left netsupport in favor of impero ? not wanting to start a debate just wanted to see what the split is like. I'm considering a move to impero for a various reasons. thanks in advance.
PotNoodleTech Posted June 26, 2017 Posted June 26, 2017 Yo Rich. Im considering the opposite move, again for various reasons. Grass is always greener on the other side! One thing's for sure, netsupport is significantly cheaper.
kidpressingbuttons Posted June 26, 2017 Posted June 26, 2017 currently got impero- getting pretty bad. Hoping to move to netsupport. 1
Fazza Posted June 26, 2017 Posted June 26, 2017 I'm considering a move to impero for a various reasons. Care to share the reasons with us?
richbrowncardiff Posted June 26, 2017 Author Posted June 26, 2017 Not at the moment as i'm in discussion with Netsupport. In general i will say performance.
adamsund Posted June 26, 2017 Posted June 26, 2017 Again, I'm the opposite. Been with Impero for a number of years now but I'm fed up with what I can only describe as amateur programming. Every time they release an update, it breaks something else. I've honestly lost count with the amount of times this has happened. I reported a problem almost a year ago to be told that they were aware and it would be fixed. To my knowledge, this still hasn't been done. There is also a problem with the server window flashing. The fix? Delete a file in the program files folder. Why has this still not been fixed! It astounds me the amount of companies out there that get away with this behaviour. We have your money now, we don't care! Anyway, where were we? 1
SteveM555 Posted June 26, 2017 Posted June 26, 2017 We've also gone the opposite way... we have been with Impero for 6+ years. Got fed up with all the issues and moved to Netsupport DNA + School. 1
Asgard Posted June 26, 2017 Posted June 26, 2017 We've also gone the opposite way... we have been with Impero for 6+ years. Got fed up with all the issues and moved to Netsupport DNA + School. Exactly the same reason we moved a school in our trust 1
forkies Posted June 26, 2017 Posted June 26, 2017 We've also gone the opposite way... we have been with Impero for 6+ years. Got fed up with all the issues and moved to Netsupport DNA + School. Same here, moved to DNA + School right now from Impero, too many bugs and pricing is a joke. 1
PotNoodleTech Posted June 27, 2017 Posted June 27, 2017 Interesting to know I am not the only one going down this road! It's always nice to have some company! :-) 1
Ben_Straw Posted June 27, 2017 Posted June 27, 2017 Hi everyone. Over the last 18+ months we have invested really heavily in our product, greatly strengthening our development team and introducing robust processes around our product vision and roadmap, QA and support. It concerns us to hear of anyone having issues so please do get in touch by calling us directly on +44 (0) 1509 611 341, writing on our Direct Support forum or Emailing our support helpdesk to raise a ticket so that we can get it sorted ASAP for you. We care deeply about what we do and promise to help in every way we can. We regularly carry out surveys and run focus groups amongst our customer base to make sure we're looking after our customers, and to understand all ways that we can improve. We're human and don't always get it right, but we are so proud that over 90% of our customers now choose to stay with or expand their Impero deployment at the time of their renewal. But we are far from complacent. As mentioned, we urge anyone with a specific question or concern to get in touch. By the way, our doors are always open to customers wishing to visit our office, run through our roadmap or simply discuss the trends we are seeing in the EdTech space. The coffee machine is on and the kettle’s boiling! Sorry if we've let anyone down, but we'll do everything possible to put things right if you let us know specific issues. Ben Straw Head of Pre Sales Impero Software
jonemery99 Posted June 27, 2017 Posted June 27, 2017 Interesting that no one is willing to share the reasons why they want to leave? I think every customer leaving impero to NetSupport would be happy to list the reasons!! I know when we left I certainly could, impero has had its issues for a while now! Looks like they might be sorting it but NetSupport is one of the best decisions our MAT made! 1
newpersn Posted June 27, 2017 Posted June 27, 2017 Interesting that no one is willing to share the reasons why they want to leave? I think every customer leaving impero to NetSupport would be happy to list the reasons!! I know when we left I certainly could, impero has had its issues for a while now! Looks like they might be sorting it but NetSupport is one of the best decisions our MAT made! I dont think we allow to say why we're leaving impero.... But yes we ditched impero for netsupport. Not looking back at all.... 1
Primus Posted June 27, 2017 Posted June 27, 2017 When we investigated options DNA was a no brainer even without the special offer that we got. Impero pricing was just ridiculous. 1
Fazza Posted June 28, 2017 Posted June 28, 2017 Impero pricing was just ridiculous. For us on a 3yr deal Impero works out cheaper than Netsupport's special offers. For the last 2yrs or so we have been blamed for the errors we have had with Impero and emails to our account manager went in one ear and out the other with them. Finally a new member of staff we never spoke to before came along, took one look at the issue and told us it was a known bug in their software. Either we'd been constantly lied to, fobbed off or had been dealing with inexperienced or poorly trained staff. I don't blame the staff as it's Management that are responsible for training them up to an acceptable level. These are the reasons we don't like Impero. We are old enough to remember when Impero was a fantastic program with fantastic support though! It's important that anyone that anyone moving back to Impero from Netsupport lets us all know why so not only will Netsupport be made aware of what you're not happy with but so that Schools like us can make a proper informed decision on where to stick with a buggy Impero or move to NetSupport? Sometimes it's better the devil you know than the devil you dont! 1
DrPopkorne Posted June 28, 2017 Posted June 28, 2017 Fazza I have to agree. We had an issue affecting our Impero server for several months and after being fed up contacting support on several occasions every time the issue reoccurred I'd been escalated to a more senior technician and he was great. Knew the software like it was standard Office and showed me a few extra bits the software could do that really made things easier. He also identified a bug on the server software and forwarded it to the developers to sort, much more fluid resolution than I got from the first liners. Of course, I want to clarify I am genuinely enjoying the software however while the staff are friendly and eager to help... I do think the managers need to grab a coffee and hunker down on some of these issues!
Mic_Impero Posted June 28, 2017 Posted June 28, 2017 Hi @DrPopkorne I'm sorry to hear you had a recurring issue and we didn't fix it permanently in first line. We always welcome feedback, and I'd be happy to share with you privately some of the methods we use to gather feedback from customers (which we'll be working on some more over the summer), how we priorities these, and the processes and communication behind it, along with some of the methods we use internally to ensure we are abreast of current issues and customer experience; can confirm there's a lot of coffee involved! As part of our continuous improvement, I'm considering the possibility of having our most experienced users and our superusers, if you like, coming straight into the second line team. As things stand, 98% of cases are resolved at 1st line, and in under 15 minutes (call based), so there's definitely a rationale in having the tiered system, but I can appreciate if you've been a user for say 5 years and you know the software well, more often than not those 2% of cases needing escalation are probably yours, and from a small % of customer base. Again, happy to discuss directly and welcome any feedback. I can't post back my contact details, as it's against the rules, but we do have a direct support forum, or you're welcome to PM me to make initial contact. Best wishes Mic Sanderson Head of Support
gumbygaz Posted July 3, 2017 Posted July 3, 2017 Currently with Impero, looking at Netsupport and trialing it. Pretty impressed, couple things does the multiple clients that needs installing/setup cause any issues or once rolled out are people finding this ok? Need to push our Student Client, Teacher Client, Tech and then DNA software it seems. Impero is nice in the fact, one program for everything. Saw the post from Netsupport about the reasons why, and fair enough. Do wish that the DNA & Tech console were merged, do you mainly use the DNA console though? Teacher PCs in ICT suites are setup for us to only show the PCs in that room, so I believe this is done with GPOs in Netsupport, this work well in comparison to how Impero does it? Anybody know if it's wise to upgrade to V6.0.81 on Impero. Still running v5.4.38 which for us is stable, is it best to stick or twist? anybody using V6.0.81 and all ok? Apart from the bug ridden updates, Impero has worked well for us, just with all these extra features that Netsupport include - asset inventory to name one at a cheaper price its very tempting to do the switch!
yac2016 Posted July 3, 2017 Posted July 3, 2017 We have updated loads of schools to v6, we sat on v5.2 for a while. Not had any issues at any sites apart from making sure .net framework is on beforehand. 1
DrPopkorne Posted July 3, 2017 Posted July 3, 2017 Thanks Mic, the service desk I worked at previously before I got into Education implemented the same thing and it worked really well. There were some 'key or VIP' members (either client technicians or just members that needed direct support) that would be picked up by second line instead and our ratings and first-time-fixes went up along with speeding up ticket management for the first line as the extra involvement was essentially removed leaving more time to solve their own cases. Anybody know if it's wise to upgrade to V6.0.81 on Impero. Still running v5.4.38 which for us is stable, is it best to stick or twist? anybody using V6.0.81 and all ok? Ours has gone well. The initial deployment of .NET was a pain and we haven't managed to get it to every PC yet due to some exam requirements but those that have had the upgrade (and it could just be me) feel faster than 5.4.38. However after we upgraded to the latest version the older clients all showed offline until they were updated, so that's one thing to consider when making the change - will it be easy enough to get the .net update and impero client out to all your PCs? If so I think its worth the jump.
SteveM555 Posted July 3, 2017 Posted July 3, 2017 We have recently deployed NetSupport. Everything was done via the DNA Console and we have just over 900 installs at the min. We've done one or two manually but that was due to messed up firewall config on the client. We now have it setup so that PCs in the Student ICT rooms OU get the 'Room' name deployed so that they are grouped properly.. all the teacher has to do is select which room they're in when they launch NetSupport. There are NetSupport Group Policy templates to import for this. I also wish the Tech Console and DNA were merged; it would be nice to 'Log on PCs' and 'Run Application' from DNA rather than just the Tech console. All in all though, happy with NetSupport Currently with Impero, looking at Netsupport and trialing it. Pretty impressed, couple things does the multiple clients that needs installing/setup cause any issues or once rolled out are people finding this ok? Need to push our Student Client, Teacher Client, Tech and then DNA software it seems. Impero is nice in the fact, one program for everything. Saw the post from Netsupport about the reasons why, and fair enough. Do wish that the DNA & Tech console were merged, do you mainly use the DNA console though? Teacher PCs in ICT suites are setup for us to only show the PCs in that room, so I believe this is done with GPOs in Netsupport, this work well in comparison to how Impero does it? Anybody know if it's wise to upgrade to V6.0.81 on Impero. Still running v5.4.38 which for us is stable, is it best to stick or twist? anybody using V6.0.81 and all ok? Apart from the bug ridden updates, Impero has worked well for us, just with all these extra features that Netsupport include - asset inventory to name one at a cheaper price its very tempting to do the switch! 3
CamelMan Posted July 3, 2017 Posted July 3, 2017 +1 for the tech console and DNA console being merged. +1 here as well!
Popular Post Al_NetSupport Posted July 3, 2017 Popular Post Posted July 3, 2017 +1 for the tech console and DNA console being merged. Hi all, apologies for not responding to this thread for a couple of days, been travelling back from the ISTE show in the US. ( we won best in show ) We see a place for both the Tech console and DNA console overall as a vendor as some customers around the world purchase just our classroom management software and so for them, the tech Console is a valuable part of that solution. If customers are purchasing NetSupport DNA, then our direction of travel is to see the DNA console as the only tool for an IT manager you need. In fact having added R/C and Remote PowerShell into the 4.4 console you'll find in the 4.5 console performance indicators like real-time CPU and memory use, visual indicators as to who is using upload and download bandwidth and more. Version 4.5 adds loads of new features, including Mac, Chrome and iOS agents for monitoring as well as new user profiles, login management, and loads of performance updates. Hopefully like all those who have already purchased NetSupport DNA, others will now see the appeal in a broader low cost solution. * A Tech Console update for NSS will also be available in the autumn with a much faster (10x quicker) device discovery. 5
ReadTheNetwork Posted July 5, 2017 Posted July 5, 2017 Hey all, I've been looking at DNA since I've heard great reviews. How is it alongside SCCM? I don't want two overlapping technologies which do similar things. What are the main features of DNA that SCCM doesn't do and would it be possible to get these parts as a separate 'tool' or license? I see safe guarding is one part which SCCM doesn't do. So could you just have a safeguarding tool rather than the whole lot? Thanks,
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