This FAQ explains how to activate, configure, and use Splashtop Premium—Atera’s enhanced remote-access solution for MSPs and IT departments. It covers pricing, setup, features such as multi-monitor and concurrent sessions, security, and notification management.
Overview
Q: What is Splashtop Premium?
A: Splashtop Premium is an upgraded version of Atera’s remote-access tool that offers multi-monitor support, concurrent technician sessions, local session recording, and advanced configuration options such as customizable notifications and enhanced security controls.
Q: How do I get Splashtop Premium?
A: Activate it from Atera’s App Center. Once enabled, all technicians in your account gain access to Premium features. A 7-day free trial is included before billing begins.
Q: How much does Splashtop Premium cost?
A: Splashtop Premium is $8 per technician per month, billed for all seats in your account. The free 7-day trial automatically converts to paid unless cancelled during the trial.
Q: Is Splashtop Premium available for all Atera users?
A: Yes. It’s offered as an add-on for all Atera plans, including both MSP and IT Department editions.
Features and Capabilities
Q: What advanced features does Splashtop Premium include?
A:
Multi-monitor viewing (see and control multiple screens simultaneously).
Concurrent technician sessions (up to two technicians on the same device).
Local session recording for documentation and compliance.
Customizable session notifications (pop-ups, banners, and dismiss options).
Enhanced attended/unattended access controls.
AI-powered session summaries via Atera Copilot.
File transfer and remote printing capabilities.
Q: What does multi-monitor support mean?
A: It allows you to view and control multiple monitors from a remote device in separate windows, improving multitasking and troubleshooting efficiency.
Q: What are concurrent technician sessions?
A: Two technicians can connect to the same endpoint simultaneously for collaborative troubleshooting or training.
Q: Can you record remote sessions?
A: Yes. Premium includes local session recording, allowing you to save and review session videos for documentation, compliance, or quality assurance.
Q: Are AI session summaries available?
A: Yes. Premium integrates with Atera’s AI Copilot, generating automated summaries that capture technician names, key actions, and session highlights.
Work-From-Home and Licensing
Q: Does Splashtop Premium cover Work-From-Home users?
A: Yes. Work-From-Home (WFH) users benefit from Premium features when enabled for the organization. However, each WFH user can currently be assigned only one device.
Q: Is billing per technician or per end-user?
A: Billing is per technician seat, not per end-user or WFH contact.
Q: Can I use my own direct Splashtop license with Atera?
A: No. Splashtop licenses must be purchased and activated through Atera. Third-party or standalone Splashtop licenses are not supported.
Configuration and Management
Q: How do I configure Splashtop Premium settings?
A: Go to Admin > Monitoring and Automation > Remote Access Settings > Splashtop.
From here, you can customize:
Access type (attended/unattended)
Session notifications and banners
Security options (e.g., Windows credential enforcement)
Recording and permissions
Q: Can I manage Splashtop Premium by customer, folder, or device?
A: Yes. You can apply settings using configuration policy overrides for granular control at any level.
Q: Can Splashtop Premium be disabled or uninstalled?
A: Yes. It can be disabled globally in the admin panel or removed from devices via registry/script commands.
Q: Does enabling Premium affect existing Splashtop settings?
A: No. Your current configurations remain intact, but you gain access to additional Premium controls.
Notifications and User Interaction
Q: Can I customize session notifications?
A: Yes. Premium lets you choose between popup alerts or persistent banners during remote sessions. You can also allow or restrict end-user dismissal of these notifications.
Q: Can the notification banner stay on for the entire session?
A: Yes. Admins can configure the banner to remain visible for the full duration of a remote session.
Q: Do Premium notification settings override local configurations?
A: Yes. Admin-defined settings take precedence over local workstation preferences to ensure visibility and compliance.
Security and Privacy
Q: What security standards does Splashtop Premium use?
A: All connections are protected with TLS and AES-256 encryption. Admins can also:
Require Windows credentials before access.
Set custom permissions for technicians and users.
Enforce session banners to maintain transparency.
Q: Can you require end-user permission before connection?
A: Yes. Admins can configure attended access to prompt for user approval before a technician connects.
Q: Can I prevent users from uninstalling the Splashtop Streamer?
A: There’s no built-in lock, but you can restrict reinstall or removal via registry or custom scripts.
Compatibility and Platform Support
Q: What platforms does Splashtop Premium support?
A:
Remote connections from Windows or macOS.
Control of Windows, macOS, and Linux devices.
Linux-to-remote connections are not supported.
Q: Can Premium features be used with offline agents?
A: Yes. Connection attempts to offline Windows agents are supported, Premium features activate once the connection is established.
Q: Does Splashtop Premium update automatically?
A: Yes. Both the Streamer and Atera RMM integrations update regularly for improved performance and security.
Billing, Trial, and Administration
Q: How long is the Splashtop Premium trial?
A: The 7-day free trial provides full access to Premium features. If not cancelled, billing begins automatically at the end of the trial.
Q: When does billing occur?
A: Seat counts are measured on the first day of each month, and charges apply after the trial period ends.
Q: Can only licensed technicians use Splashtop Premium?
A: Yes. All technicians in the account must have active Premium licenses to access its features.
Additional Information
Q: Can I schedule remote sessions in advance?
A: No scheduling feature exists yet—sessions are initiated on-demand.
Q: Is Splashtop Premium available for both MSPs and internal IT teams?
A: Yes. It’s supported across all Atera plan types and works for both MSP and corporate IT use cases.
Q: How do I know if Premium is enabled?
A: Premium status and settings appear under Admin > Remote Access > Splashtop once activated.
