Matrix42 license metrics are the units defined in section A.1.1 of the Matrix42 Supplementary Terms concerning Products. The section states that “the following definitions shall be used to define exact scope of Subscription License granted for the Customer to use Products”, as detailed on the applicable Order Form or Quote.[1] The Supplementary Terms apply to all Subscription Services, whether ordered from Matrix42 or from a Channel Partner.[1] The 2025-10-17 version contained the same definitions.[2] The terms valid until 15 April 2025 used a partly different list, including “with asset” combinations, rooms and remote clients.[3]
The metrics fall into five groups. Record-based metrics count what the Matrix42 database holds. Operator metrics count people who use the management interfaces. Session metrics count simultaneous connections. Environment metrics count installations or systems. Consumption metrics count transactions, messages or AI actions.
Editions
Matrix42 does not tie metrics to published editions. Which metric a product uses is set on the Order Form.[1] The archived 2024 Product Usage Guideline gives examples. Matrix42 ITSM is licensed “per user”, and in that case Matrix42 UEM must also be licensed per user. LIS Premium is licensed once per installation, not per Device or User.[4] Marketplace listings show a licence metric for each add-on. FastViewer uses Concurrent Session.[7] PackageCloud is sold Per User[8], and its Small Business Edition Per Installation.[9]
Metrics
Record-based metrics
| Metric | Catalog row | Definition (Supplementary Terms 2026-07-01) | Excluded or special |
|---|---|---|---|
| Device | Device | Each computing device that collects, processes or displays digitalized information, exists within the customer’s field of activity regardless of who owns it, and has an active administrative record in the Matrix42 Software[1] | Network printers, routers, bridges, hubs, monitors, desktop printers, mobile storage, SIM cards and universal assets are not computing devices[1] |
| Asset | Asset | Each computing or infrastructure device with an active administrative record in the Products; virtualization irrelevant[1] | Includes network printers, storage, routers and switches; excludes peripherals and SIM cards[1] |
| User | User | Every natural person, regardless of legal relationship to the customer, with an active administrative record in the Products[1] | Contractors and external staff count if they have an active record |
| Identity | Identity | Any active users in Matrix42 IGA, including internal, external and technical users[1] | Active means the user datacard has status active or any status referring to active[1] |
| FireScope CI | FireScope CI | Any network-based component monitored or managed to deliver an IT service[1] | Disabled CIs are not counted; one CI per IP address[1] |
The Active Management Record is defined as “a term complementing Devices”. For devices, a record is active unless the customer can prove that the device has been stolen or scrapped, is defective or has left the customer’s area of disposal. For End-Users, a record is active unless the customer can prove that the person no longer works for it.[1] This places the burden of proof on the customer, so stale records count until they are removed or the disposal is documented. Catalog proof: Device counts computing devices with an active record; infrastructure and peripherals excluded, User counts every natural person with an active record, regardless of employment relationship.
Operator metrics
| Metric | Catalog row | Definition | Who is not counted |
|---|---|---|---|
| Named User or Agent | Named User or Agent | One dedicated natural person or technical User, regardless of legal relationship; use is restricted to that exact person or technical user[1] | End Users; the licence is only required for people working with the management interfaces[1] |
| Concurrent User | Concurrent User | One simultaneous session by a natural person or technical User[1] | Under the 2024 terms, end users contacting the applications via portals or e-mail[3] |
Both operator metrics include technical users. A service account that signs in to a management interface therefore needs a Named User or Agent licence, or uses a Concurrent User session, in the same way as a person does.[1] The 2024 terms described concurrent licences as “not personal”. Any number of users could share them, but only one user could work with a licence at a time.[3] Catalog proof: Named User or Agent licences cover management-interface users only; End Users are not counted, Concurrent User counts simultaneous sessions.
Session, environment and consumption metrics
| Metric | Catalog row | Definition (Supplementary Terms 2026-07-01) |
|---|---|---|
| Session | Session | One session corresponds to one required licence; running several sessions at once needs a matching number of licences[1] |
| Remote Device | Remote Device | A target device usable in a remote session of a Product[1] |
| Installation | Installation | A unique operating environment provisioned for deployment and use with the licensed software[1] |
| System | System | A holistic installation of one or more clients and servers with a single holistic purpose[1] |
| Server | Server | A host computer that runs the Products[1] |
| Environment | Environment | A setup in which Software or Subscription Services run, such as Test, Development or Production[1] |
| Transaction | Transaction | An individual API request (GET, PUT, POST, DELETE or PATCH) to the Matrix42 REST API service[1] |
| Connector / Integration | Connector | A target system or application connected to the customer’s Matrix42 solution, including other Matrix42 solutions[1] |
| Action Credit | Action Credit | One click on autocorrect, autogenerate, summarize, autocomplete, classification or Generate, or any equivalent action, as calculated by Matrix42[1] |
| NLP Generated User Message | NLP Generated User Message | A message generated automatically by a Natural Language Model in a Matrix42 product[1] |
| User Message | User Message | A message sent by an end-user to an agent user of the Live Chat Product[1] |
Two further definitions apply to third-party software supplied with Matrix42 products. Core takes Microsoft’s meaning and applies to Microsoft server products such as SQL Server. Oracle Database Instance means each Oracle Database with its own ORACLE_SID.[1] Third Party Software is licensed on its supplier’s standard terms.[5]
Counting / floors
Coverage and pooling (effective 2026-07-01). Whatever the metric, the customer must hold enough Subscription Licenses of the right type for all use. This includes use by third parties acting on its behalf.[5] Techniques that pool connections or reduce the number of users are prohibited without consent and a valid licence. The GTCs name virtualization, anonymizing, multiplexing and pooling.[5] The same applies to automated systems that send more requests than one person could reasonably produce, such as robotic process automation or AI agents.[5] Catalog proof: Pooling, multiplexing or anonymizing to reduce licence counts is prohibited, RPA, AI agents and bots need consent and a licence.
Fair-Usage-Policy for connectors. The transactions included in a User License are governed by a Fair-Usage-Policy described in the Service Description and Product Documentation. If a customer exceeds it, Matrix42 may invoice the fee for the next Tier. The charge runs from the day the limit was exceeded until the end of the License Term.[1] The thresholds are not public. Catalog proof: Connector and API usage beyond the Fair-Usage-Policy is billed at the next tier.
Action Credits. Action Credits are bought as a monthly quota that any licensed Matrix42 User may consume.[1] The quota works as follows:[1]
- Overage in one month is deducted from the next month’s credits.
- If that leaves no credits, Matrix42 may suspend the features that consume them.
- Unused credits carry over to the next month.
- Credits expire at the end of their validity or of the Subscription Term.
- A negative balance at the end of the 12-month period is invoiced at the Order Form fee or, if none is agreed, at list price.
- Credits included in Free Products expire when paid credits are bought.
The tiers of Action Credits are provided by the sales representative.[10] Catalog proof: Action Credits: monthly quota, carry-over, next-month deduction, suspension and year-end invoicing.
Sessions. For FastViewer, each licence is one concurrent session with up to 100 agents installed. Only the supporter needs a licence.[6] The Marketplace listing adds that one session corresponds to one connection.[7] Catalog proof: FastViewer: one licence per concurrent session with up to 100 installed agents; only the supporter needs a licence.
Per user or per computer activation. For EgoSecure Data Protection, licences are activated either for users or for computers. Some modules can only be activated one way.[11] The activation choice therefore decides which count consumes the licence. See Matrix42 UEM and EDP licensing.
Floors. The Supplementary Terms set no minimum quantities.[1] Marketplace add-ons can have thresholds. PackageCloud per user is for customers with at least 250 users, and its licence number follows the Client Management licence count.[8] The Small Business Edition, sold per installation, is limited to 249 users.[9]
Rules from the archived 2024 documents
The terms valid until 15 April 2025 contained two counting rules that are absent from the 2025 and 2026 Supplementary Terms. First, products had to be licensed on a standardized metric, so per Device and per User could not be mixed. The exception was products not marketed in the same metrics.[4] Second, the basic product determined the quantity of add-ons. If UEM was licensed for 1,000 users, Patch Management also needed 1,000 users.[4] Catalog proof: Products must use one standardized metric; add-ons follow the basic product count (2024).
The same terms defined two combined metrics:[3]
- Named User License with asset: an unlimited number of user records plus a set number of assets per licence.
- User with asset: the user record plus a set number of assets per licence.
They also defined “Remote Client”, one licence per potential remote-control target, and “Room”, one session.[3] Customers whose Order Forms were issued under those terms may still see these metrics. Accepting an Order Form under the current terms replaces all earlier terms.[5]
Virtualization & partitioning
Virtual devices count under the Asset definition, which states: “It is irrelevant whether a device is operated in a virtualized environment.”[1] The 2024 Device definition had the same sentence.[3] The 2026 Device definition does not repeat it. However, it still counts any computing device with an active administrative record, and it contains no exception for virtual machines.[1] Catalog proof: Assets count whether physical or virtual, including network infrastructure. Matrix42 publishes no host-based, processor or core metric for its own products. The Core metric applies only to Microsoft third-party products.[1]
Cloud / BYOL
The metrics are the same whether the Order Form names Cloud, Cloud Your Way / Private Cloud or On-premises hosting.[1] No mapping to hyperscaler vCPUs is published.
Programs
Metrics interact with two programs. Free Products are time-limited Subscription Licenses for testing or evaluation.[1] Action Credits are sold as a separate subscription for AI features.[10] See Free Products and trials and Action Credit subscription.
Out of scope
- Fair-Usage-Policy thresholds and Action Credit tiers, which are in Service Descriptions or quotes.
- Metrics for Professional Services, such as days or hours, which fall under separate Supplementary Terms.
- Metrics of Third Party Software beyond the Core and Oracle Database Instance definitions.