SysAid agent and administrator licensing covers the user-based part of SysAid’s commercial model: the per-agent charge on which the Professional and Enterprise plans are priced,[4] the rule that each enabled Admin consumes one admin licence,[1] and the concurrent licences that govern remote control sessions started by agents.[9] End users, the people the service desk supports, are not charged: SysAid states that it includes unlimited end users.[5] SysAid’s own documents use “Admin”, “administrator”, “Agent” and “Service Pro” for the same licensed user type; the catalog records it as Agent (Admin).
Editions
The Professional plan is quoted per agent per month. On the public pricing page the displayed figure is USD 89 by default, EUR 79 in Europe and GBP 69 in the United Kingdom.[4] The Enterprise plan has a custom price and starts at 20 agents.[4] An older SysAid page describing the Enterprise package refers to an unlimited number of IT agents;[14] the current plan page quotes Enterprise by agent count, and the Order Documents set the purchased quantity.[4]
Some agent capabilities depend on the edition. Company-based access limits, which restrict an agent to the data of one company, are available in the Full Edition, and the “Restrict access for” permission is also a Full Edition option.[2] In the Enterprise edition, the “Manage end users and companies” permission extends to company accounts.[2]
Metrics
- Agent (Admin). Admins run the service desk: they sign into the admin interface, work on tickets and configure the system within the limits of their permissions.[1] The FAQ defines an administrator as someone who manages the service record flow and can be assigned to a service record and configure the system.[5]
- End User. End Users access SysAid only through the Self-Service Portal, where they submit and track their own tickets.[1] Company and department supervisors are end users with wider visibility in the portal, not administrators.[5]
- RCG concurrent session license and TeamViewer Embedded concurrent license. Concurrency-based licences used by agents for remote control, described below.
Counting / floors
Enabled Admins
Every person in SysAid is either an Admin or an End User, never both at the same time.[1] Each enabled Admin consumes one admin licence, a disabled Admin does not count against the licence limit, and End Users do not consume admin licences (rule, effective 2026-07-30).[1] The documented rule turns on whether an Admin is enabled. It does not distinguish between permission levels: a frontline technician who sees only assigned tickets and an Admin holding the SysAid Administrator permission are the same user type.[1]
Permissions can be set on the individual Admin profile or inherited from groups, and the Permission Type field chooses between the two.[2] The SysAid Administrator permission gives an agent every permission, including user management and customisation, and a SysAid Administrator cannot be restricted to company data.[2] Other permissions control access to licensing-relevant areas: Manage Software Licensing gives full access to License Manager, AI Admin gives full access to AI features and settings, Access BI Analytics opens the BI module, and Enable Access Via Mobile App allows use of the mobile solution.[2] The documentation also names a page that lists the permissions of all agents for review.[2]
Leavers, role changes and reassignment
SysAid publishes no minimum period between licence reassignments. The documentation describes three ways to stop an Admin consuming a licence:
- Disable. A disabled user cannot log in and cannot be chosen as a request user, but the profile and history remain. SysAid recommends disabling as the default for departures, because disabled Admins do not count against the licence limit.[1]
- Convert to End User. An Admin can be demoted to an End User, with routing rules, escalation rules, templates and service records transferred to another Admin; SysAid describes this as part of offboarding someone who leaves the service desk but stays with the company.[1]
- Delete. Deleting an Admin triggers the same reassignment flow and removes the user entirely.[1]
The reverse path is common when users are imported from LDAP or Active Directory: future technicians arrive as End Users and are promoted with “Convert to Admin”, at which point each one starts to consume an admin licence.[1]
Floors and minimums
The Enterprise plan starts at 20 agents, and the Gold VIP Service Package requires a minimum of 20 agents (undated page, retrieved 2026-09-27).[4] No minimum agent count is published for Professional.
Other agent-dependent terms
Only Administrators may be designated as support contacts to raise support requests with SysAid (effective 2026-06-30).[6] The Tasks & Projects module is limited to administrators.[5] A Regular Administrator can see basic account information such as the edition and the maintenance expiration date on the Account Info page, while a SysAid Administrator sees the full licence details and links to buy additional licences.[8]
Enterprise Service Management spaces
With Enterprise Service Management (ESM), each department works in its own space with its own workflows, data and permissions.[3] When ESM is enabled, SysAid Admins automatically receive the Global Admin permission, which lets them create and manage spaces; it can be changed only in the primary space.[3] In spaces other than the primary space, a Space Admin permission takes the place of SysAid Administrator.[2] Team members with service desk access see only the data of the spaces they belong to.[3]
The documentation reviewed does not say whether an agent who works in several spaces consumes more than one admin licence, or how ESM spaces are priced. Those terms, if any, are set in the Order Documents.
Remote control concurrency
Remote control is the one agent function with a published concurrency licence. SysAid includes one concurrent licence for sessions through the Remote Control Gateway (RCG); if it is in use, a new RCG session must wait until the previous one ends, and additional RC licences are ordered from SysAid (effective 2026-09-10).[9] There is no licence limit on concurrent peer-to-peer sessions.[9] Direct connection needs the SysAid RC Tools installed on the agent’s own machine.[10] Starting any session requires the Remote Control permission.[2]
TeamViewer Embedded is sold separately as an annual subscription of concurrent licences, each of which enables access to 150 devices per month; at least one available licence is needed to launch a session (effective 2026-05-13).[11] Unattended access on all devices at all times requires a specialised licence arranged with the account manager.[11] The SysAid Store lists the item as “Teamviewer Admins”.[12]
Virtualization & partitioning
Not applicable. Agent licences are counted per person, and SysAid’s documents publish no device, virtual desktop or partitioning rule for them.
Cloud / BYOL
Not applicable. Agent licences are part of the SysAid subscription and are not portable to another platform. Agents added during a term are Additional Services: they follow the term’s pricing structure and end date, and their fees are prorated for the rest of the term (effective 2026-06-30).[7] Discounts on the original order do not apply to upgrades bought during the subscription term.[12]
Programs
Agents are licensed under the SysAid Cloud subscription or the SysAid On-Premises subscription. The Cloud Terms grant access solely for the customer’s internal purposes and prohibit selling, sublicensing, reselling or making the Services available to any third party.[7] SysAid’s product summary describes Multi-Company Support for serving multiple companies, business units, clients and locations.[13] The published Cloud Terms contain no separate service-provider provisions, so any managed-service use would rest on the customer’s own Order Documents or a signed agreement.
Among the support packages, only Gold VIP carries an agent-based condition, the 20-agent minimum noted above.[4]
Out of scope
This page does not cover asset counts, per-asset add-ons, AI usage or the Cloud and On-Premises contract terms beyond their effect on agents. See SysAid asset licensing and add-ons, SysAid Copilot and AI agent licensing and SysAid Cloud and On-Premises terms. It does not cover TeamViewer, Splashtop or other third-party remote-control products bought directly from their vendors.