Gil Givoni- Community manager says goodbye

dmitryl+itd · January 21

@nathanlock said:

Please suggest a topic or topics that are beneficial for the group to be discussed so we can have a real dialogue.

No problem, to be constructive, I will post them here 1 reply at a time as I find them - lets start with https://community.atera.com/discussion/1119/service-update-temporary-eset-access-issue#latest
almost 1 month on from the incident and no root cause analysis of the problem has been published explaining the cause and what measures you will take to prevent this happening again. This has seriously dented confidence in purchasing third party product integrations through Atera.

This is something that I'm pushing to get a more detailed answer about as the missing component are the Dev specifics both root cause and the remediation. Yes, there is a KB to update and a thread where I promised to get back to. It's not forgotten.

dmitryl+itd · January 21

@nathanlock said:
Additional license types, such as approver license (has been raised so many times) https://community.atera.com/discussion/1005/approver-license#latest

Why is it so hard to come up with some restricted license SKU's ? yes it would require a little bit of programming to restrict each sku to that particular function, but it literally has been asked for at every fireside chat & webinar for the last 5 years and then forgotten about.

Today, Atera licensing is still technician-based. We can restrict what someone can do via roles/permissions, but creating true “approver/billing-only/read-only” SKUs isn’t just a UI change — it requires platform-level entitlement + billing + permission gating work across multiple areas to make it secure and consistent.

In the meantime, the practical path is:

use restricted roles/permissions for the user’s scope, and
for commercial/licensing options, please go through your Account Manager (they’re the right team for license structure and pricing discussions today) come up with a scenario to fit a specific need.

dmitryl+itd · January 21

@nathanlock said:
The roadmap has just 2 items on it for this year and has been barely updated:
https://www.atera.com/roadmap/

I get the concern, but the public roadmap isn’t “barely updated.” Over the past months there’s been a deliberate effort to make it maintained, readable, and meaningful, instead of a long, noisy dump of every change.

Here’s how we treat it:

What each roadmap stage means

Planned: Actively being shaped and designed, but not ready to commit to a specific release window. These items often have cross-product dependencies (data model, permissions, reporting, UI, APIs), so they stay here until the required pieces are aligned.

Coming soon: In late development / final validation stages. This is where items typically land when they’re close enough that we can reasonably stand behind near-term delivery.

Released: Shipped. This section is curated to highlight the major updates so people can quickly understand what changed without reading dozens of minor items. Uservoice upvoters now also get an additional email at this stage.

Why you won’t see everything on the roadmap

If we put every improvement on the roadmap, it becomes cluttered and unreadable, and the roadmap turns into white noise. So we intentionally split communication into several channels:

**Roadmap page: **Curated, the most high-impact items and themes. It’s meant to stay scannable and useful.

Release notes: The full “what shipped” feed, including smaller enhancements, fixes, and quality-of-life improvements that don’t belong on a roadmap.

**Product update emails: **Time-sensitive highlights and packaged updates for customers who prefer a summarized narrative (and often tied to broader releases/initiatives).

**In-app announcements. **

Academy

In-Depth Workshops

KB Upgrades and updates - Ongoing effort.

What changed recently:

The roadmap has been reworked to better reflect reality as items move between stages, instead of getting stale.

The Released area is treated as a real “what shipped” showcase for major items, while keeping the roadmap from turning into an endless list.

One more important piece that feeds the roadmap:

A lot of the strategy work doesn’t happen on the roadmap page — it happens upstream in UserVoice and here. There’s ongoing effort to consolidate duplicates, extract the real underlying needs, and translate that into actionable inputs for PMs. That directly influences what makes it into the 2026 strategy and what we commit to publicly when it’s ready.

dmitryl+itd · January 21

@nathanlock said:
Scripts failing 50% of the time:
https://www.reddit.com/r/atera/comments/1q7inuj/atera_is_getting_really_hard_to_use_scripts/

It's totally fair to raise this publicly, and we’ll always try to be helpful in Community/Reddit. That said, technical reliability issues like script failures need to go through Support to be resolved properly.

Here’s why (and this is standard across SaaS companies):

Public threads aren’t a tracking system. Engineering needs a ticket with the right context to reproduce and investigate.

Execution failures are often environment-specific. What looks like “50% failure” can come from policy/permissions, device state, timeouts, antivirus restrictions, connectivity, or agent/version differences — none of which we can validate from a forum post alone.

Multiple parallel reports slow things down. When the same issue is raised in several places (ticket + Community + Reddit), it creates duplicates and context fragmentation, which can actually extend time-to-resolution.

So the best path is:

open a Support ticket (or share the existing ticket number), and
use the Community thread as an awareness + follow-up channel, not the primary debugging channel.

dmitryl+itd · January 21

@nathanlock said:
Someone struggling just to update the logo https://www.reddit.com/r/atera/comments/1qb3ce3/my_company_got_bought_out_went_to_change_the_logo/

Almost the same answer as the Script example. We're not against helping but there are established processes we have to investigate and resolve issues.

nathanlock · January 22

@dima_from_atera said:

@nathanlock said:
Someone struggling just to update the logo https://www.reddit.com/r/atera/comments/1qb3ce3/my_company_got_bought_out_went_to_change_the_logo/

Almost the same answer as the Script example. We're not against helping but there are established processes we have to investigate and resolve issues.

To be fair to that poster he had followed all the channels and was still getting nowhere though, he was using it as a followup channel.

nathanlock · January 22

@dima_from_atera said:

@nathanlock said:
Scripts failing 50% of the time:
https://www.reddit.com/r/atera/comments/1q7inuj/atera_is_getting_really_hard_to_use_scripts/

So the best path is:

open a Support ticket (or share the existing ticket number), and

use the Community thread as an awareness + follow-up channel, not the primary debugging channel.

I have raised this with support on several occasions - sorry there is only so much time I can waste debugging your product.

nathanlock · January 22

@dima_from_atera said:

A lot of the strategy work doesn’t happen on the roadmap page — it happens upstream in UserVoice and here. There’s ongoing effort to consolidate duplicates, extract the real underlying needs, and translate that into actionable inputs for PMs. That directly influences what makes it into the 2026 strategy and what we commit to publicly when it’s ready.

>

Thanks for the detailed reply, but it holds little value when for years it has gone ignored, we were promised improvements last year too.

I don't understand why the PM's are not responsible for triaging their own areas on the Uservoice and then it would not get in to this mess. Surely once the mess is tidied up, it does not take more than an hour a week for a PM to look at new stuff that gets added there, instead of putting the responsibility on someone else to do that work for them.

So many hours are wasted talking to CSM's (who don't know the detailed ins and outs of the product) repeating the same old needs that have already been posted to the feature board. The current method is inefficient and has proved it does not work for the customer, especially when you get assigned a new CSM every few months.

Sorry, I may sound negative in my tone, but please believe me I really want to help Atera improve, but I have been banging my head against a brick wall over the same issues year after year.

dmitryl+itd · January 22

@nathanlock said:

@dima_from_atera said:

I don't understand why the PM's are not responsible for triaging their own areas on the Uservoice and then it would not get in to this mess.

And this is exactly what we are changing VERY soon.

Gil Givoni- Community manager says goodbye

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