The implementation of RMM Central is designed to be streamlined, primarily involving installation, initial setup configurations, and automated network discovery. It is presented as a four-step process (Discover, Manage, Monitor, Secure), suggesting a relatively fast deployment to begin monitoring client environments.
Installation: Involves installing the RMM Central server, configuring prerequisites, and setting up the environment, including necessary exclusions from anti-virus software.
Discovery: Uses robust features like Active Directory scanning, Layer 2 mapping, and subnet scanning to automatically and quickly discover all network devices (servers, routers, VMs, laptops, mobiles, etc.) across multiple client networks.
Setup Configuration: Key settings include configuring credentials, customizing the Discovery Rule Engine, setting monitoring intervals, and defining user roles and scope of management (SoM).
Timeframe: While specific implementation time depends on the complexity and scale of the client networks, the process is quick to initiate. Ongoing management and configuration updates occur on a regular 90-minute refresh cycle for agents.
Customisation
RMM Central is built for Managed Service Providers (MSPs), providing a unified console to manage diverse client needs. Customization is achieved through template-based configurations, tailored security policies, and flexible monitoring adjustments for each customer.
Multi-Tenancy: Allows MSPs to manage multiple client accounts, domains, and networks from a single, unified console, with segregated access and data.
Template Customization: Users can modify existing device templates (for routers, switches, servers) or create new templates for unlisted hardware or proprietary environment sensors.
Configuration Policies: Enables the customization and enforcement of distinct security and management policies specific to each customer’s network requirements.
Workflow Automation: Supports creation of custom workflows and alarm escalation rules based on specific performance thresholds (e.g., CPU utilization) or unattended alarms.
Additional Costs
RMM Central is commercially licensed through both subscription and perpetual models, with pricing determined by the number of devices or users managed. Specific setup and maintenance costs are not standardized and typically require a direct quote from the sales team.
Licensing Model: Offered as an Annual Subscription or Perpetual license, which determines the payment frequency.
Pricing Basis: Licensing is unit-based, typically priced per device/endpoint. A single device needing both network monitoring and desktop management may sometimes require multiple licenses (e.g., two licenses for a single server).
Starting Price Example: A common starting tier for the Enterprise Edition is approximately $1195 for 50 devices/single user for one year.
Setup and Maintenance: There are no fixed, public setup fees; implementation is often self-service or assisted. Ongoing maintenance and core support are generally included in the annual subscription or renewal fee for the perpetual license.
Training
Security is implemented across organizational, application, and operational layers, focusing on data confidentiality, integrity, and availability through strong authentication, encryption, and secure communication protocols.
Secure Communication: Enforces trusted communication between agents and the Central server using mutual authentication and HTTPS/SSL/TLS encryption protocols.
Access Control: Implements multi-layered access security, including mandatory Two-Factor Authentication (MFA) for technicians and Role-Based Access Control (RBAC) to ensure least privilege access.
Data Protection: Features include the ability to encrypt scheduled database backups with a password and utilize third-party SSL certificates for enhanced security.
Internal Compliance: The company employs strict internal policies, including dedicated Security and Privacy Teams, employee background checks, and continuous security awareness training.
Security Measures
The platform features continuous patching for security vulnerabilities and automated software distribution, ensuring all managed client devices and the RMM Central software itself are kept up-to-date and protected.
Software Updates: Product updates, enhancements, and bug fixes are delivered through regular Service Packs and Hotfixes.
Patch Management Automation: RMM Central includes robust capabilities for automated patch deployment for Windows, Mac, Linux, and over 1000 third-party applications.
Scheduled Deployments: Users can configure App Update Policies with customizable frequency (e.g., Daily or Weekly) and preferred deployment times to minimize disruption to end-users.
Vulnerability Remediation: The software actively addresses security issues, as evidenced by routine fixes for vulnerabilities (e.g., XSS and path traversal issues mentioned in release notes).
Updates
The platform features continuous patching for security vulnerabilities and automated software distribution, ensuring all managed client devices and the RMM Central software itself are kept up-to-date and protected.
Software Updates: Product updates, enhancements, and bug fixes are delivered through regular Service Packs and Hotfixes.
Patch Management Automation: RMM Central includes robust capabilities for automated patch deployment for Windows, Mac, Linux, and over 1000 third-party applications.
Scheduled Deployments: Users can configure App Update Policies with customizable frequency (e.g., Daily or Weekly) and preferred deployment times to minimize disruption to end-users.
Vulnerability Remediation: The software actively addresses security issues, as evidenced by routine fixes for vulnerabilities (e.g., XSS and path traversal issues mentioned in release notes).
Data Ownership and Portability
ManageEngine operates under a strong commitment to customer privacy and data ownership. The customer maintains full legal rights and control over the data inputted into the RMM system, and mechanisms are provided for data retrieval.
Data Ownership: The company maintains that the customer's data is theirs and is not monetized for advertisement purposes. The End-User License Agreement (EULA) formally governs ownership.
Data Export: Portability is facilitated through features like scheduled database backups and restore capabilities.
Reporting: Reporting tools allow for the retrieval of configuration, asset, and monitoring data, with options to mask or remove personal information during export for privacy compliance.
Data Access Control: Strict security measures and access logs ensure data integrity and confidentiality during its lifecycle within the system.
Scaling Up / Down
Scaling is integrated into the core architecture, which supports managing millions of devices. Scaling terms are governed by the flexible, unit-based licensing model and are negotiated directly with the vendor.
Scaling Up: Achieved by contacting the sales team to purchase additional device licenses. The platform is designed for MSP growth and can scale to support managing tens of thousands of client devices.
Scaling Down: License reduction is typically handled during the annual renewal cycle or subscription adjustment process, requiring negotiation to reflect a reduced device count.
Multi-Client Architecture: The unified console is inherently scalable, designed to add and manage new client networks (tenants) without requiring a complete system overhaul.
Licensing Flexibility: The system supports both annual subscription and perpetual licensing models to align with different financial scaling strategies.
The terms & conditions for contract renewal and cancellation
Specific terms are detailed in the contractual documents (EULA, Terms of Service). Contracts are typically based on an annual subscription period, with the option for perpetual licensing. Renewal requires payment to continue services, while cancellation policies are product-specific.
Contract Documents: The full details regarding renewal and cancellation are found in the End-User License Agreement (EULA) and Terms of Service.
Renewal Process: Renewal of the annual subscription is required to maintain access to the service, updates, and support. The system may feature internal contract management tools to track and notify users of upcoming expiration dates.
Cancellation Policy: Cancellation terms vary between subscription (cease billing/access) and perpetual (loss of support/updates, continued access to the licensed version) models. Specific exit/cancellation fees or data retrieval procedures are finalized in the contract.
Licensing Options: Customers can choose between Annual Subscription (ongoing cost, regular updates) and Perpetual Licensing (one-time payment for core software, optional annual payment for support/updates).
Compliance
ManageEngine (a division of Zoho Corporation) operates under a framework of recognized international security and quality certifications, providing the tools and controls necessary for MSPs to meet various global and industry-specific compliance requirements.
Information Security: Certified with ISO/IEC 27001 (Information Security Management System), which applies to all cloud services and on-premise products.
Privacy Compliance: Certified with ISO/IEC 27701 (Privacy Information Management System), demonstrating alignment with global privacy regulations like GDPR.
Cloud Security: Certified with ISO/IEC 27017 (Cloud Security) and ISO/IEC 27018 (Protection of Personally Identifiable Information in Public Clouds), applicable to its cloud offerings.
Product Capabilities: The RMM tool helps achieve compliance by providing features for Log Management, Security Auditing, Automated Patch Management, and robust Configuration Management, which are key controls for mandates like HIPAA, PCI DSS, and DORA.
