Moveworks is the commercial name of Moveworks, LLC, a software company founded in 2016 that sells an enterprise AI assistant platform which searches for information and takes actions across business systems for employees.[10] Its public documentation describes the platform as an agentic AI platform with an AI Assistant, Agent Studio for building plugins, Enterprise Search, an AI Agent Marketplace and a set of additional capabilities such as Productivity Boost, Service Management, Provision Management, Employee Experience Insights and Knowledge Studio.[13] In December 2025 the company announced that it had been acquired by ServiceNow, a deal its chief executive described as the largest acquisition in ServiceNow’s history.[10]
This article summarises the commercial structure of Moveworks licensing and points to the deeper articles. Every statement is taken from Moveworks’ own published documents, retrieved on 2026-10-13. The most important caveat for a software asset manager is that Moveworks publishes no list prices and does not publish the licence metric of its base subscription: the Customer Agreement leaves quantities and the product scope to an Order Form that is not public.[1][7]
Ownership and sales channels
Moveworks was an independent company until the ServiceNow acquisition, and its documents still reflect several corporate names. The current Customer Agreement is made with Moveworks, LLC, while older documents such as the End Customer Terms of Use, the Partner Platform Terms and the Plugin Library terms are written for Moveworks, Inc.[1][2][4][5] The packaged service descriptions describe Moveworks, LLC as the successor in interest to Moveworks, Inc.[14]
The acquisition announcement told existing customers that those using Moveworks independently would continue to have the full capabilities of the Moveworks AI Assistant, and that customers on the ServiceNow platform would see tighter integration.[10] At Knowledge 2026 ServiceNow introduced ServiceNow Otto, described as a new AI experience that combines the intelligence of Now Assist, Moveworks and AI Experience, and said it can first be experienced in ServiceNow EmployeeWorks and the AI Control Tower.[11] The ServiceNow side of that packaging is covered in ServiceNow Now Assist licensing and ServiceNow product tiers and packages.
Besides direct sales, the legal documents describe three indirect routes: purchase through a reseller under the End Customer Terms of Use, use by a managed service provider for its own customers under a separate Managed Service Provider Agreement, and partner use of a demonstration platform.[2][3][4]
Contract structure
The Moveworks legal page lists the documents that can apply to a customer: the Customer Agreement, the Acceptable Use Policy, the Data Processing Addendum, the Data Security Addendum, the End Customer Terms of Use, the Partner Platform Terms, the Managed Service Provider Agreement, the Plugin Library and AI Agent Marketplace terms, and the packaged service descriptions for Agentic AI Evolve, Agentic AI Implementation and Moveworks Sandbox Configuration.[12]
The Customer Agreement takes effect when the customer clicks to accept it, executes an Order Form that references it, or uses free services.[1] It grants a non-exclusive right to use the Moveworks product to augment the customer’s internal employee service helpdesk, and in the order of precedence an Order Form prevails over any exhibit, the body of the agreement and the documentation.[1] That ordering matters because the quantities, products, term and any usage limits that determine compliance all sit in the Order Form. The details are in Moveworks Customer Agreement and channel terms.
What is counted
The public documents never name the unit of the base AI Assistant subscription. What they do show is a layered set of counts.
- Order Form quantity. The agreement states that quantities purchased cannot be decreased during the subscription term, that payment obligations are non-cancelable and that fees are invoiced in advance.[1] It also prohibits access that circumvents a contractual usage limit, which implies that Order Forms can carry limits without saying which.[1] See Order Form quantity.
- Users tracked in the product. The Ingested Users module reports All Imported Users, Enabled Users (imported members the bot can support in chat or through ticket processing) and Bot Reachable Users (enabled users reachable in at least one chat platform).[9] These counts are the practical starting point for reconciling a purchase, but the documentation does not say the subscription is counted on them. See Enabled User and Bot Reachable User.
- Paid features gated by user list. The Productivity Boost SKU, which includes Quick GPT and Brief Me, is labelled a paid feature; the documentation warns not to activate it for more users than the current subscription covers and says exceeding the purchased limit may result in additional charges or service interruptions.[8] See Productivity Boost licensed user.
- Packaged services in hours or tiers. Agentic AI Evolve is sold as up to 120, 240 or 360 hours over twelve months.[14]
- Technical ceilings. Documented limits such as 100,000 documents per classic ingestion connector, a 25 MB file cap on Content Gateway sources and 120 Events API requests per minute are operating limits rather than licence metrics, but they appear in the catalog because they shape what a purchase can deliver. They are covered in Moveworks platform products, users and limits.
Pricing
The Moveworks pricing page lists no prices. It invites the visitor to connect with a Moveworks expert to request a custom quote and describes scalable packages and flexible pricing tailored to the customer’s requirements.[7] No document reviewed gives a per-employee, per-user or per-conversation price, and the ServiceNow-side packaging of Moveworks capability sits in ServiceNow documents rather than in Moveworks documents. Any cost model for Moveworks therefore has to start from the customer’s own Order Form.
ServiceNow customers
For ServiceNow customers the Moveworks documentation describes EmployeeWorks Web App as a surface on a configured Moveworks platform, not a standalone product. Its prerequisites are Employee Center entitlement on the ServiceNow instance, ServiceNow Zurich Patch 9 or later, and a Moveworks licence.[15] That sentence is the clearest public statement that a ServiceNow-side entitlement and a Moveworks-side licence are two separate things during the transition. Moveworks packaged services and the ServiceNow integration describes the per-environment configuration that follows.
Compliance points
The documents contain no clause that gives Moveworks a right to audit the customer’s usage. The agreement instead relies on restrictions, such as the bans on resale, on use for the benefit of anyone other than the customer or its Affiliates, on circumventing usage limits and on benchmarking, together with the customer’s responsibility for all use under its account.[1] The Acceptable Use Policy adds that a violation may constitute a material breach of the Customer Agreement.[6] Moveworks may also use Customer Data during the subscription term to train its algorithms internally for the purpose of providing the product to the customer, a data-use right that belongs in a vendor risk record.[1] The Data Processing Addendum covers return and deletion of Personal Data after termination.[16]
For an effective licence position the items to track are the Order Form quantities and term, the Enabled User and Bot Reachable User counts against those quantities, the list of users enabled for Productivity Boost, any packaged service hours and their twelve-month expiry, and the status of the contract after the ServiceNow acquisition.
Out of scope
This article does not cover Moveworks’ privacy policy, cookie policy, security certifications or technical architecture, or the ServiceNow-side pricing of EmployeeWorks and Otto. It does not state any price, because none is published.