ConnectWise RMM™
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ConnectWise RMM is the next evolution in ConnectWise Automate (remote monitoring and management solutions). Built on the new ConnectWise Platform ConnectWise RMM offers the best of both ConnectWise RMM solutions (ConnectWise Automate and Command) of today with improvements and an expanded ecosystem of integrations to supercharge the value and power of your RMM solution. ConnectWise RMM incorporates the power, depth, and control included with the automation powerhouse of ConnectWise Automate. To complement this, the out-of-the-box functionality, ease of use, and expert services of ConnectWise Command are also incorporated to create a single platform to accommodate any service delivery model MSPs need to be successful.

The ConnectWise Platform is a modern cloud platform designed to solve the silos of chaos that have existed in IT management software of the past.  Created with a modern microservice architecture and built from the ground up to be secure, scalable, extensible, and reliable with unmatched performance, the ConnectWise Platform will be the base for ConnectWise’s portfolio of Business Management, Unified Management and Cybersecurity Management solutions. The new platform will be initially available as the core technology for our Remote Monitoring and Management offering, ConnectWise RMM.

ConnectWise RMM is the next evolution of the existing Automate product. We’ve invested hundreds of thousands of hours reimagining how the next generation of ConnectWise Automate could be developed, and we’ve improved on the existing amazing power of Automate. However, the decision to adopt the new RMM solution is best for your team should be based on several factors that you and our team discuss in detail. Including decisions such as: whether you’re looking for a faster ROI on your investment or something that you can customize immensely. An out of the box solution or deep customization. Access to expert services. And the number of endpoints you plan to manage with the RMM tool are just a few. We’re here to guide you during this decision and supply answers to help you choose the RMM solution that will set you and your team up for success.

The new pricing and packaging for ConnectWise RMM will be a tier-based cost per agent. However, all exiting Automate partners are able to request a ConnectWise RMM Core environment at no extra cost to them. Expanding on the tiered model, all agents of each tier are priced at the same rate with no dependency on the type of device it’s installed. The volume committed to that is used in the pricing will be reflected in the contractual min commit amount.  In addition, partners will have the option to add on additional Expert Services to complement ConnectWise RMM.  Note that NOC add on services are per server.

ConnectWise RMM is the next generation of ConnectWise Automate that was built to harness the deep automation of ConnectWise Automate while also offering an out of the box setup and more intuitive user experience. Taking this a step further, we understand that ConnectWise Automate includes a ton of the automation that MSPs need to be successful, and this was a main driver for ConnectWise RMM. Using ConnectWise Automate as a foundation, our goal was to take what Automate does extremely will with its robust automation and reimagine how it can be utilized, consumed, and implemented.

Examples where ConnectWise RMM has additional benefits from Automate:

  • Able to scale to millions of total endpoints including 100K+ for a single partner
  • Deeper and broader support for Mac devices
  • Deeper and more integration management of VMware hosts and Guests
  • OS patching solution built for the ground up to be more performant. For example, patch compliance audits run every few hours with no client side impact instead of once a day.
  • The redesigned services are all event driven so everything is near real time. Heartbeats every 4 seconds mean that script start executing on endpoints quickly and monitors alert faster.
  • Intuitive, easy to use UX improvement such as Accusearch and drag and drop features in script editor
    • AccuSearch delivers categorized search results with context so users are able to quickly filter their machine list to tackle the next task. By typing only a few characters in the AccuSearch field, users will have rapid access to the devices they need, drastically increasing efficiency.
  • Prebuilt alerting and monitoring from Intellimon

Command was originally designed for partners that wanted a “do-it-for-you” experience.  As such Command comes with optional NOC/Help Desk expert services and includes features like Intellimon, a set of prebuilt Automation and alerting capability. Even the pricing and packaging for Command aligns to the DIFY model.

CW RMM provides these same capabilities but, in a platform, designed and packaged to also provide an outstanding DIY solution as well. 

ConnectWise Command and ConnectWise RMM are built on the same ConnectWise Platform. For this reason, they may seem similar from a user experience perspective.  Command has also benefited from the new microservices that have been created from CW RMM that have been released into the platform.  This include new scripting feature, new custom monitors, new OS Patching, etc. but not all CW RMM features will be made available to Command in the future.

Absolutely! Our recommendation is to purchase the RMM solution that is the best fit for you today and addon the additional version of ConnectWise RMM when you’re ready. We will continue to enhance both RMMs, and for this reason the “other” RMM solution may become more appealing to you and your team. IF this occurs, ConnectWise is here with tools and processes to help you easily transition from one to the other.

Yes. Each existing RMM solution (Automate and ConnectWise RMM) will continue to be supported, managed, and enhanced for the foreseeable future.

Depending on the current RMM solution you use, there will be varying levels of effort needed to migrate to ConnectWise RMM. Similar to other software migration, there will be aspects of the conversion that will be importable and easy to implement right out of the box. There will also be aspects of the transition that needs to be recreated on the scalable platform ConnectWise RMM is built upon. Depending on the level of automation built into the current solution, we feel that a majority of the automation will be fulfilled with the ConnectWise RMM out of the box automation with only a small amount that may need to be recreated. In addition, most of our partners find that this is a great time to implement best practices that their current setup may not be built upon that allows them to more effectively manage and scale their RMM toolset.  

New ConnectWise RMM partners will be trained on using and administering the platform. Depending on the package purchased, onboarding may also include implementation and deployment services.

Yes! You can register for a live demonstration of CW RMM or any of our other products here: https://www.connectwise.com/platform/live-demos

Ready to take a test drive?  Sign up for a free trial here:  https://www.connectwise.com/platform/trials

Security is the top priority for all of ConnectWise and we have set a security-first mindset into everything we do focusing on improving our development processes, enhancing our response processes for zero day exploits and adding both accountability and empowerment within our teams to move with added urgency regarding InfoSec concerns.

In the last 18 months, alongside a commitment to “shift left” and find potential security issues as early in the development cycle as possible, ConnectWise has made several tactical InfoSec investments.  We have invested in an expanded dedicated InfoSec team and recurring consultant-performed deep-dive application penetration tests and code review of legacy code.

We have also partnered with and are leveraging HackerOne response service to drive response times for triage of externally reported InfoSec issues further towards industry-accepted standards (24 hours or less).   We have an established Bug Bounty program providing continuous crowd-sourced vulnerability testing and assistance.

We have also invested in Technology to assist in securing our platform including automate security testing tools across all of our products so that deficiencies in coverage/effectiveness are removed and additional monitoring tools to regularly scan all of our live production environments.  We also are utilized the tools and expertise available to us from our own SOC to continuously evaluate, detect, respond, and recover to potential threats.

For additional details and for info on available SOC2/SOC3 report please see our Trust Site Content. 

Absolutely not! ConnectWise has invested decades in empowering MSPs with the deep customization and automation ConnectWise Automate is known for, and our plan is to complement the existing Automate product with the next iteration of the solution. We, in no way, plan to undo any level of that investment. Our goal is to continue to maintain the current version of ConnectWise Automate as we work to drive additional innovation within the new product moving into the future with no plans to end of life the current application.

ConnectWise RMM brings with it a ton of the existing functionality from ConnectWise Automate that has been rethought and redeveloped to make it easier to users to adopt and see an ROI faster. In addition, ConnectWise RMM is built upon the new ConnectWise Platform that brings with it unparalleled scalability, best in class performance, and a next-level security posture. ConnectWise RMM also takes advantage of the intelligent monitoring automation engine, Intellimon. Backed by industry best practices and continuously improved, Intellimon puts all MSPs using ConnectWise RMM ahead of the curve when it comes to the competition.

ConnectWise RMM also opens the door to take advantage of ConnectWise expert services if a partner chooses. 

No. The “how” and “when” a partner adopts the additional functionality of ConnectWise RMM will be 100% in their control. For Automate partners, with the ability to run both RMM solutions in unison at no extra cost, they can continue to use Automate while they learn CW RMM and we ramp up the functionality to a level the partner feels is adequate enough to migrate solely to CW RMM.

There are implementation and deployment options available to help partners make the transition from Automate to ConnectWise RMM.

Similar to the current transition to a new RMM solution, much of the migration can be automated. Some details of the current setup cannot be replicated/migrated due to differences in the multiple solutions. However, several ConnectWise RMM users have found this to be a perfect time to rethink their current setup and fix any gaps that may exist with a new implementation.

New ConnectWise RMM partners will be trained on using and administering the platform. Depending on the package purchased, onboarding may also include implementation and deployment services.

ConnectWise RMM currently has integrations for a variety of solutions and the list of vendors is expected to grow rapidly.   Current integrations include integration for PSAs including ConnectWise Mange and Datto Autotask,  BDR solutions including Acronis, Security/EDR solutions including Webroot and SentinelOne, Network monitoring solutions such as Auvik, MDM solution (IBM MDM), MFA tools (Google Authenticator, Duo) and others such as ScalePad, Ninite,  and ITGlue

We understand the role ConnectWise Automate plays in the success of our existing partners and to the potential users in the market. For this reason, we have no plans to end of life ConnectWise Automate, and we will continue to invest in the advancement of the product for the foreseeable future.

The new pricing and packaging for ConnectWise RMM will be a tier-based cost per agent. There will be two tiers, RMM Standard and RMM Advanced.  RMM Standard includes all the capabilities a DIY MSP needs while RMM Advanced adds Intellimon, intelligent alerting, and extensive pre-built automation so they can get work done immediately.  On top of that, Advanced features ITBoost documentation and BrightGauge reporting and dashboards.  The packages will include endpoint protection, which at launch will be Webroot.  For partners or prospects that already have an EPP or EDR solution it will be available without EPP.  All agents are priced at the same rate with no dependency on the type of device it’s installed. In addition, partners will have the option to add on additional Expert Services to complement ConnectWise RMM.

ConnectWise RMM will be a cloud-native system. ConnectWise believes in the potential and promise of the cloud and invests heavily in cutting edge cloud architecture. The ultra-flexibility of the cloud allows ConnectWise to increase product performance, push updates and security patches quickly, and provide stronger uptimes. For partners, the cloud makes it easier to scale operations and lower costs over time. Any concerns partners have today will be listened to, reviewed, and mitigated as needed.  A strong desire and investment strategy to create an easy migration path the new cloud-native platform is the highest priority across the company.

Both ConnectWise Automate and ConnectWise RMM can be ran in unison.  It will require that agents for both Automate and CW RMM are deployed and admins will have to configure the products so that they don’t conflict (e.g. turn patching on in one and off in the other)

We believe that this dual agent method will help some partners with their transition.  We will only charge them for 1 RMM license in these dual agent deployments. This includes the following scenarios:

  • “The new OS patching looks great on CW RMM but I have invested heavily in my Automation”
  • “I really want to have the ConnectWise NOC take care of my backups via Recover Complete BDR but I am not ready to move off Automate RMM”
  • “I want to start moving to CW RMM but I have 10k agent. I only want to move a few sites a week”

For partners in these scenarios and others, ensuring that you speak with a ConnectWise colleague about your transition plans is key.

Questions about ConnectWise RMM should be directed to your Account Manager: Sales@ConnectWise.com

No. ConnectWise Command will be able to remain on Command after the launch of ConnectWise RMM.  We do believe that the pricing and packaging of ConnectWise RMM along with future innovations that will be released in ConnectWise RMM post launch will make ConnectWise RMM a more attractive offering for Command users.

Because ConnectWise RMM and ConnectWise Command are built on the same platform, ConnectWise RMM will include the newest innovation included with ConnectWise Command and all ongoing enhancements. For this reason, new customers purchasing RMM will not need to choose between RMM or Command and will automatically be provisioned the newest of our solutions, ConnectWise RMM.

Command was originally designed for partners that wanted a “do-it-for-you” experience.  As such Command comes with optional NOC/Help Desk expert services and includes features like Intellimon, a set of prebuilt Automation and alerting capability. Even the pricing and packaging for Command aligns to the DIFY model.

CW RMM provides these same capabilities but, in a platform, designed and packaged to also provide an outstanding DIY solution as well. 

ConnectWise Command and ConnectWise RMM are built on the same ConnectWise Platform. For this reason, they are very similar from a user experience perspective.  Command has also benefited from the new microservices that have been created from CW RMM that have been released into the platform.  This include new scripting feature, new custom monitors, new OS Patching, etc. but not all CW RMM features will be made available to Command in the future.

We have simplified the pricing for ConnectWise RMM to accommodate a separation of the software and expert services. The new pricing and packaging for ConnectWise RMM will be a tier-based cost per agent. Unlike ConnectWise Command, all agents are priced at the same rate with no dependency on the type of device it’s installed. There are 2 primary CW RMM packages: Standard and Advanced. In addition, partners will have the option to add on additional Expert Services to complement ConnectWise RMM. Help Desk services can be added onto Standard or Advanced.  NOC services can only be added onto Advanced.

The UIs are similar, but they are not identical. Both products are built on the same ITSPlatform and use common components and patterns. However, many legacy features and functions on Command are not visible on CW RMM as they have been replaced with a much more user friendly and powerful solution. 

At this time, we are not moving Command to an End-of-life. However, we believe that ConnectWise RMM will provide an overall better experience then ConnectWise Command moving forward.  After launch ConnectWise RMM will also receive future enhancements will remain as an offering innovation prior to our legacy.

Certain legacy features of Command will be disabled for ConnectWise RMM.  We have been actively working to bring new replacements to those legacy Command functions and believe that the new options provide a better solution.

Currently all features being introduced with ConnectWise RMM have been also rolled in ConnectWise Command prior to the ConnectWise RMM launch. However, in the future, there likely will be enhancement that will only be available for partners with a CW RMM package.

If you are coming from ConnectWise Command the user interface and features should be familiar to your staff minimizing retraining.

Questions about ConnectWise RMM should be directed to your Account Manager: Sales@ConnectWise.com