Devil in Details. Connectwise is NOT Manna from Heaven as they Convey.

What are the best aspects of this product?

Best aspects of the product is it has a very good Training through University of Connectwise so on boarding employees is easier and a good experience.

What aspects are problematic or could work better?

Purchased the On-premise version. Found out after the 120 day satisfaction guarantee that this Product provides NO SLA to their customers who have an SLA with there clients. Thereby, when a Tech company has a tech issue with Connectwise, resolution of the problem is slow, cumbersome to try to get the right person that can help fix the problem. In essence you have to go through the Tier One Comcast call center first before you can get to someone who can help.

What features/services would you like to see in future versions of this product?

An SLA. Include a block of actual time per month of use it or lose it time, that could be used by in-house CW Admin to improve CW. Currently it costs an extra for comparable level of support which I find immoral given the service contract cost.

What specific problems in your company were solved by this product?

Compared to how we were using QuickBooks that was used for invoicing coupled with a seperate ticketing system that was NOT connected to the Invoicing, CW bridged our time tracking to invoicing.

Are you a current user of this product?

Yes