A Master MSP will have their own RMM tool they use to monitor customer environments they support and Solution Providers who partner with a Master MSP can gain access into the Master MSP's RMM tool. If you outsource your NOC/Help Desk to a Master MSP it is not necessary to purchase and have your own RMM tool. However, in situations where companies partner with a Master MSP only for certain accounts, and they continue to manage accounts in-house, purchasing your own RMM tool might make more sense.
Most partners will no longer need an RMM tool after partnering with Collabrance. Solution Providers are able to get rid of the RMM tool, saving on both the expense of the tool and the time to manage it. Some partners decide to keep their RMM tool to manage environments that Collabrance is not supporting. Unfortunately, Collabrance is not able to adopt the RMM tool the partner is currently using.
If a partner is a ConnectWise user, we have integrations available to communicate ticket information back and forth in real time. For customers who do not use a PSA tool, or do not use the same PSA tool as Collabrance, we allow each partner access into our tool through a ConnectWise Streamline IT license. In addition, our team can email ticket information to our partners so they can upload the information into whatever PSA tool they use in-house.