TechValidate Research on PacketTrap MSP

These pages present data that TechValidate has sourced via direct research with verified customers and users of PacketTrap MSP. TechValidate stands behind the authenticity of all published data. Learn more »

247 Customers Surveyed

2,220 Data Points Collected

25 Published TechFacts

29 Published Charts

11 Published Case Studies

Selected Research Highlights

Case Study: Small Business Computer Services MSP


This case study of a small business computer services company is based on a April 2010 survey of Quest PacketTrap MSP customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“We chose PacketTrap for its ease of install, no onsite hardware, better features and I own the software vs monthly rental.”


  • Solved the following challenges for their customers by using their Quest PacketTrap MSP:
    • Ability to monitor servers
    • Traffic monitoring and alerts
    • Reporting

Use Case

  • Monitors 1200 servers, desktops, laptops, and other devices.
  • Use TigerPaw for Professional Service Automation (PSA) today.


  • Rated their overall satisfaction with their Quest PacketTrap MSP as very satisfied.
  • Loaded their Quest PacketTrap MSP and started monitoring in 20 minutes.
  • Recommends their Quest PacketTrap MSP to other MSPs for the following reasons:
    • Ease of use
    • Functionality and features
    • Support and technical knowledge
  • Outperforms other remote network management solutions in the following areas:
    • Custom scripts
    • NOC View
  • Selected their Quest PacketTrap MSP for the following reasons:
    • Technology offered increased value/efficencies for current customers
    • Technical support and training
    • Product features and functionality

Where Quest PacketTrap Outperforms

Relative to other remote network management solutions, please select where PacketTrap outperforms other solutions.

Custom scripts
NOC View
Anti Virus and Backup
SNMP Traps/MIB Importer
Customer portal to ticketing

Case Study: Small Business Computer Services Company


This case study of a small business computer services company is based on a May 2012 survey of Quest PacketTrap MSP customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“We now have better management of client networks and a a complete solution to manage networks instead of 3 or 4 tools to do the job. We have grown our MSP base from 10 networks to over 50.”


  • Addressed the following operational challenges by deploying the PacketTrap solution:
    • Minimized management of multiple solutions tools
    • Provided Remote Systems Access from anywhere without VPN requirements
    • Increased customer mgmt efficiency for staff
    • Improved ability to reduce downtime average for customers
    • Provided the ability to diagnose network issues quickly and remotely
    • Strengthened Service Level Agreements
    • Provided Network assessment solution
    • Replaced manual remediation with auto-remediation
  • Solved the following technical challenges by deploying the PacketTrap solutions for their clients:
    • Reduced downtime, increased uptime
    • Increased awareness of network health
    • Improved application monitoring
    • Improved network performance
    • Improved server performance
    • Improved workstation performance
    • Met software upgrade needs
    • Met hardware upgrade needs

Use Case

  • Leverages/values PacketTrap the following remote access tools built-in to the solution the most:
    • Expert Assist
    • RDP
    • VPN
    • SSH
    • Telnet
    • Web browser
  • Most commonly asked to address general IT management (a user can’t log in, desktop configurations need to be fixed, a new software update needs to be pushed) during on-site visits.
  • Uses Sage Peachtree for accounting software.


  • Found the following aspects of PacketTrap PSA were th most appealing during their demo trial:
    • Time to value experience
  • Reduced the cost of managing IT in the following ways with PacketTrap:
    • By being able diagnose issues much faster with view into clients’ entire network, making on-site visits more productive
    • By identifying assets no longer in use and reducing hardware and software maintenance costs per client
    • By reducing travel time and associated fees, including overtime pay by automating many routine IT management tasks
    • By increasing ability to manage multiple and comprehensive networks remotely within a single interface
  • Finds the follow are the most valuable aspects of PacketTrap’s MSP solution:
    • Servers & Desktops monitoring/mgmt
    • Network device monitoring/mgmt
    • VM monitoring/mgmt
    • VoIP monitoring/ mgmt
    • Network Traffic Analysis
    • Website Surfing Analysis
    • MSP Acceleration – Business Consulting
    • Global Policy Device Mgmt
    • Remote Access options
    • Network Diagnostic Tools

Why One MSP Made the Switch

We switched from Nable to PacketTrap. Just wanted something easy to deploy that worked.

CEO, Small Business Computer Services Company

Excellent Network Infrastructure Monitoring

What was the greatest determining factor for purchasing Quest PacketTrap MSP?

Features such as scripting, AV, remote access: 15%
Customer support: 1%
Business consulting support - acceleration program: 5%
Network infrastructure monitoring: 62%
Other: 17%

Easy to Use, Better Value than Competitor

PacketTrap MSP is an easy to use interface combined with reasonable pricing. It allowed us to move from a complex competitor, with minimal impact to our customers. Being able to hit the ground running with the monitoring was important to us.

Chief Technology Officer, Small Business Computer Services Company

More to Explore

About PacketTrap MSP

Dell Software PacketTrap MSP (Managed Service Provider) is a purpose-built robust and affordable platform to monitor your customers in a secure, customized environment for your business.

  Dell Software Website