Matrix42 Enterprise Service Management licensing covers Matrix42’s service management platform. The platform includes IT Service Management, service management beyond IT such as HR, Finance and Facilities, IT and software asset management, and identity governance.[5] It also covers Matrix42 Intelligence, the AI capabilities built into that platform.[16] In October 2024, after acquiring Efecte, Matrix42 grouped its service management into three solution offerings: Matrix42 Core, Matrix42 Professional and Matrix42 Enterprise.[3] The pricing page describes three ways to buy: point products, business solutions and the enterprise platform. All three are quote-based.[4]
The licence itself is a Subscription License under the Matrix42 GTCs. It is limited to internal business purposes and to the amount and type on the Order Form.[2] It is counted mainly by the operator metrics Named User or Agent and Concurrent User.[1]
Editions
| Offering | Vendor description | Notes |
|---|---|---|
| Matrix42 Core | A scalable solution with out-of-the-box processes for a quick start with IT Service Management[3] | Includes or can add Matrix42 Intelligence[3] |
| Matrix42 Professional | Service management with out-of-the-box processes for IT and Enterprise Service Management[3] | As above |
| Matrix42 Enterprise | End-to-end IT management suite for assets, services, processes and devices[3] | Qualifies for AI Assist for Service Desk[6] |
| Matrix42 IGA | Packages for Access Right Management, User Lifecycle Management and a Use Case Library[15] | Counted per Identity[1] |
The AI Assist licensing page names the qualifying ESM subscriptions as “Advanced/Enterprise tiers or Matrix42 Enterprise”.[6] Tier names on older Order Forms may therefore differ from the three offering names used since 2024. See Matrix42 Core, Professional and Enterprise solution offerings and Service Management sold as Matrix42 Core, Professional and Enterprise offerings.
Metrics
| Metric | Catalog row | Use in service management |
|---|---|---|
| Named User or Agent | Named User or Agent | One dedicated person or technical user working with Matrix42 management interfaces; End Users not included[1] |
| Concurrent User | Concurrent User | One simultaneous session by a person or technical user[1] |
| Asset | Asset | Computing and infrastructure devices with an active record, physical or virtual[1] |
| User | User | Every natural person with an active administrative record[1] |
| Identity | Identity | Active internal, external and technical users in Matrix42 IGA[1] |
| Connector / Transaction | Connector, Transaction | Connected target systems, and REST API requests, under a Fair-Usage-Policy[1] |
| Action Credit | Action Credit | AI actions such as summarize, autogenerate or classification[1] |
| NLP Generated User Message; User Message | NLP Generated User Message, User Message | Generated messages, and end-user messages in the Live Chat Product[1] |
| FireScope CI | FireScope CI | Monitored network components in FireScope; one per IP address[1] |
| Installation | Installation | Marketplace add-ons licensed per installation[11] |
The archived terms valid until 15 April 2025 also offered two combined metrics. Named User License with asset gave each named user licence an unlimited number of user records plus a set number of assets. User with asset gave the user record plus a set number of assets.[14]
Counting / floors
Agents, not requesters (effective 2026-07-01). The Named User or Agent licence “is only required for people working with the management interfaces of Matrix42. End Users are not included.”[1] Employees who only raise tickets or order from the self-service portal therefore do not consume operator licences. Service desk agents, administrators and technical users of the management interfaces do. The 2024 terms stated the same rule for both named and concurrent licences: end users contacting the applications “via the portals, by email or in any other way are not subject to licensing”.[14] Catalog proof: Named User or Agent licences cover management-interface users only; End Users are not counted, Concurrent User counts simultaneous sessions.
Third parties and outsourcing. Customers may give third parties access only for the customer’s own benefit. Two cases qualify: the Subscription Services form part of a service the customer offers its own customers, or agency staff or consultants work for the customer.[2] These users must still be covered by licences of the right number and type.[2] Catalog proof: Third-party access only for the customer's benefit.
Pooling, bots and AI agents. Shared or pooled access that reduces the number of licensed users is prohibited without consent and a valid licence.[2] The same applies to automated systems that send more requests than a single human could reasonably produce, or that simulate end-user activity. The GTCs name robotic process automation, AI agents, robots, spiders and readers.[2] Catalog proof: Pooling, multiplexing or anonymizing to reduce licence counts is prohibited, RPA, AI agents and bots need consent and a licence.
Integrations. Transactions included in the User License are subject to a Fair-Usage-Policy. If it is exceeded, Matrix42 may invoice the next Tier from that day until the end of the License Term.[1] Catalog proof: Connector and API usage beyond the Fair-Usage-Policy is billed at the next tier.
IGA identities. Every active identity in Matrix42 IGA counts, including external and technical users. A user is active when its datacard status is active or any status referring to active.[1] Catalog proof: IGA counts every active identity, including external and technical users.
Floors. No minimum quantities are published. Prices depend on company size, user base, required services and customizations.[4]
Matrix42 Intelligence and Action Credits
AI Assist for Service Desk requires four things:[6]
- an ESM subscription at a qualifying tier;
- a subscription to AI Assist for Service Desk itself;
- signed AI terms and Data Processing Agreements;
- an Action Credit subscription.
The tiers of Action Credits are provided by the sales representative.[6] An Action Credit is consumed by a click on “autocorrect”, “autogenerate”, “summarize”, “autocomplete”, “classification” or “Generate”, or by any equivalent manual or automated action, as calculated by Matrix42.[1]
Credits are a monthly quota shared by all licensed Users. Unused credits carry forward. Overage is deducted from the next month, and features may be suspended if no credits remain. A negative balance at the end of the 12-month period is invoiced.[1] Catalog proof: AI Assist for Service Desk requires an ESM tier, an AI Assist subscription and Action Credits, Action Credits: monthly quota, carry-over, next-month deduction, suspension and year-end invoicing.
The Supplementary Terms also set data terms for AI-Powered Features. Matrix42 may use Customer Material to provide and develop its products, including AI-Powered Features. It may log prompts and responses and review them for debugging and product development.[1] Some AI-Powered Features use third-party model providers who may monitor prompts and output.[1]
Virtualization & partitioning
Operator metrics do not depend on infrastructure. The Asset metric counts devices “regardless of who owns the device”, whether physical or virtual.[1] The Environment definition allows an Order Form to scope licences to Test, Development, Production or other environments.[1] The archived 2024 guideline allowed any number of on-premises instances for testing and training, as long as they were not used productively. Test systems for cloud instances were available on request.[13] Catalog proof: Load balancing, high availability and test instances permitted (2024).
Cloud / BYOL
The offerings can be deployed in the cloud, on premises or hybrid.[3] The Order Form specifies Cloud, Cloud Your Way / Private Cloud or On-premises.[1] For all three models, Matrix42 may analyse and use non-personal or anonymous data created through use of the Services, including telemetry.[2] Database software supplied as Third Party Software, such as Microsoft SQL Server counted by Core or Oracle Database counted by Oracle Database Instance, follows its supplier’s terms.[1][2]
Programs
- License Intelligence Service (LIS). A reference-data service for Matrix42 Software Asset Management with Standard and Premium levels. The Premium level provides all publishers, all software products and the full inventory of licence models.[8] LIS Premium DATA is listed at 7,235.88 EUR per installation per year.[9] LIS Premium DATA+TERMS is listed at 11,107.32 EUR.[10] Under the archived 2024 guideline, LIS data may be used only to create the customer’s own licence balance.[13] Catalog proof: LIS reference data only for the customer's own licence balance.
- Marketplace add-ons. Matrix42 GmbH lists platform extensions with annual list prices per installation. Examples are Cloud Cost Management at 9,098.40 EUR[11] and Extended Copy at 1,039.92 EUR.[12] Both prices exclude VAT.
- Action Credit subscription and Free Products and trials. Each product can be tried free for 30 days.[4]
Supported versions
The Product Maintenance Overview (updated 2026-05-22) lists the following Enterprise Service Management versions.[7]
| Version | Released | End of product maintenance | Notes |
|---|---|---|---|
| 26.1 | May 2026 | October 2026 | Helpdesk Assistance until May 2027 |
| 25.4 LTSB | May 2026 | Not earlier than October 2027 | Long Term Service Branch |
| 12.1.1 LTSB | March 2025 | Not earlier than March 2027 | Long Term Service Branch |
| 25.4 | September 2025 | May 2026 | Helpdesk Assistance until September 2026 |
End of Product Maintenance means that no further hotfixes (Service Releases) are provided. Active Helpdesk Assistance means Matrix42 Support still accepts tickets.[7] Catalog proof: Matrix42 decides which versions are supported; major releases supported 12 months.
Out of scope
- ESM tier contents and prices, which are quote-based and not published.[4]
- Service Descriptions, including Fair-Usage-Policy thresholds, which are available only through the Marketplace after login.
- Third-party Marketplace extensions published by partners, which carry their own manufacturer terms.
- Use of the software asset management modules to manage other vendors’ licences.