SysAid Cloud and On-Premises terms are the web-published agreements under which SysAid subscriptions are sold. The SysAid Technologies Cloud Terms and Conditions govern SysAid’s software-as-a-service offering and are accepted through the quote, order form and order confirmation, collectively the Order Documents.[1] The End-User License Agreement for On-Premises Services governs a SysAid system hosted entirely by the customer; it is accepted by signing or accepting the order form, or by ordering, downloading, installing or otherwise accessing the services.[2] The Service Level and Support Agreement (SLSA) forms part of the Cloud Terms unless the customer has a written Master Services Agreement, in which case that agreement governs.[3] Both sets of terms refer to the SysAid Product Summary for the description of what SysAid offers.[1][2]
Editions
| SysAid Cloud | SysAid On-Premises | |
|---|---|---|
| Hosting | Hosted by SysAid or its hosting partners[1] | Hosted entirely by the customer[2] |
| Governing document | Cloud Terms, 2026-06-30[1] | On-Premises EULA, 2024-07-22[2] |
| Upgrades | Automatic, about every two weeks[10] | One or two releases per quarter, downloaded by the customer[10] |
| Backups | SysAid is responsible for backups and disaster recovery[9] | SysAid is not responsible for backing up customer data[2] |
| Changes to the terms | Effective from the next Renewal Term[1] | Effective one business day after publication[2] |
Customers can move from On-Premises to Cloud using SysAid’s cloud migration tool, first in a cloud sandbox and then, in coordination with the account manager, in production.[14]
Metrics
The terms themselves define only the grant: a limited, non-exclusive, revocable, non-transferable, non-sublicensable licence for the customer’s internal purposes, within the limits in the Order Documents.[1][2] The quantities (agents, assets, add-ons) are stated in the Order Documents; see SysAid agent and administrator licensing and SysAid asset licensing and add-ons. The On-Premises EULA adds a server-based limit, recorded as Server (On-Premises instance).
Counting / floors
On-Premises installation limits
An On-Premises customer may download, install and use a single copy (instance) of the system on one server, plus a backup copy for archival or development purposes only; the software may not be stored or used on more servers than licences purchased unless SysAid agrees in writing (rule, effective 2024-07-22).[2] The software is delivered as a single identification key by email, and issuing the email is evidence of delivery. The customer must keep a log of all originals of the software, including archival and backup copies, and the sites where they are kept.[2] After an upgrade, the new licence file must be uploaded before the change takes effect.[11] When a trial converts to a purchase, the customer receives a new activation key to replace the trial key.[10]
Use restrictions
Both agreements prohibit reverse engineering; copying, framing or mirroring the services other than for internal business purposes; selling, sublicensing, reselling or making the services available to any third party; and use by a competitor or to build a competing product.[1][2] The On-Premises EULA also prohibits exposing SysAid vulnerabilities in a public forum.[2] The Product Summary sets technical limits that apply to all customers, for example up to two login requests and up to 1,000 other API requests every five minutes.[12]
The published terms contain no audit or verification clause giving SysAid the right to inspect a customer’s deployment. The On-Premises obligation to keep a log of copies is the nearest equivalent.[2]
Term, renewal and fees
These rules appear in the same form in both agreements unless noted (Cloud Terms effective 2026-06-30; On-Premises EULA effective 2024-07-22).[1][2]
- Term. The terms take effect on the date in the Order Confirmation and run for the subscription period in the Order Documents (the Initial Term). They then renew automatically for successive annual periods unless either party gives written notice at least 60 days before the end of the current term. For a multi-year Initial Term, the first renewal starts at the end of the whole multi-year term.
- Fees. The fee in the Order Documents is fixed for the Initial Term. Payments are non-refundable, non-cancellable and without set-off, and late payments may accrue interest at 1.5% per month. SysAid may update its price list, with changes taking effect from the next Renewal Term.
- Additional Services. Services added during a term follow that term’s pricing structure. In the Cloud Terms they also share its end date and are prorated for the remainder of the term.[1]
- Suspension and termination. SysAid may suspend service for non-payment after notice. Either party may terminate for a material breach not cured within 30 days, or for insolvency.
- Liability. Liability is capped at the fees paid in the 12 months before the liability arises. In the Cloud Terms the cap applies to each party; in the On-Premises EULA it is stated for SysAid.
- Order of precedence. Order Form, then Quote, then the Terms, then the customer’s purchase order, whose other terms do not apply. The contracting party is the SysAid entity named on the Order Form.
SysAid describes the product as an annual subscription that includes full support and software updates, and states that active subscribers receive all updates for the modules they have bought at no extra charge.[10]
Service levels and support
The SLSA (effective 2026-06-30) sets Target Availability at 99.8% of Actual Uptime for the Professional licence and 99.9% for the Enterprise licence, measured monthly and published on SysAid’s status site.[3] Scheduled maintenance may not exceed eight hours per calendar year, and SysAid runs a weekly maintenance window on Sundays from 07:00 to 12:00 GMT.[3] If Actual Uptime falls below target in a full month, the customer receives Service Credits as its sole remedy:[3]
| Actual Uptime Percentage | Service Credit |
|---|---|
| At least 99.0% and below 99.5% | 5% of Monthly Fees |
| At least 95.0% and below 99.0% | 10% of Monthly Fees |
| Below 95.0% | 25% of Monthly Fees |
Credits must be requested by email within 15 days, are applied to future fees, cannot be converted to cash, count toward the liability cap and are unavailable to customers who are behind on payments.[3] If SysAid misses the target in three consecutive months within twelve, the customer may terminate on 30 days notice and receive a pro-rata refund of prepaid fees.[3] SysAid does not change the SLSA during a subscription term; on renewal, the version current at that time applies.[3]
SysAid still publishes an older Server Uptime Commitment (last updated 2022-04-14) with a 99.5% commitment and a Downtime Credit of twice the Failure Downtime, payable only when monthly Failure Downtime exceeds 40 minutes and claimed within five business days.[4] The support FAQ describes 100% uptime for Cloud installations.[10] The three documents give different figures; which one applies depends on the Order Documents and the Terms in force for the customer.
Support is sold in four tiers. Channels and target response times depend on the tier:[3]
| Tier | Support hours | Channels beyond portal and email | P1 target response |
|---|---|---|---|
| Bronze | 24/6 | None | 3 hours |
| Silver | 24/6 | Live chat | 2 hours |
| Gold | 24/6 | Live chat, callback, panic alert button | 1 hour |
| Gold VIP | 24/7 for P1 | Adds WhatsApp support and dedicated senior agents | 30 minutes |
Unless the customer sets a severity, a support case defaults to Severity 3.[3] Support is excluded for evaluation, beta, demonstration, non-production and proof-of-concept use, and for custom apps and scripts.[3] On the pricing page, Enterprise includes the Gold Service Package; Professional customers can add Silver or Gold.[13]
For On-Premises, support means receiving, classifying and assigning requests, and SysAid supports only the current version and the previous five versions or releases; the customer must check for and download new releases (rule, effective 2024-07-22).[2]
Virtualization & partitioning
The On-Premises EULA limits deployment by server and instance, not by processor or core, and says nothing about virtual servers, clusters or containers.[2] Cloud has no customer-side deployment limits of this kind.
Cloud / BYOL
SysAid stores Cloud customer data in the region from which the customer accesses the service, for example in AWS data centres in the United States, the European Union or Australia.[8] SysAid makes commercially reasonable efforts to keep customer data during the term and for three months after it, after which the data is deleted, and customers can ask Customer Care for a daily backup delivery at no cost.[7] The pricing page lists “Backup delivery” as an Enterprise feature and gives storage retention of 2 years for Professional and 7 years for Enterprise.[13]
On-Premises customers who use optional hybrid services built on SysAid’s cloud, such as BI Analytics, Automate Joe and TeamViewer Embedded, are subject to the Cloud Terms for those services.[2]
Programs
- SysAid Cloud subscription and SysAid On-Premises subscription: the two umbrella agreements described above.
- SysAid Evaluation License: a free, as-is, revocable licence for the sole purpose of deciding whether to buy, which ends when the customer buys a paid subscription or SysAid ends the evaluation (effective 2024-02-22).[5]
- SysAid Support Tiers and SysAid Service Level Credits: the SLSA mechanisms described above.
Governing law
Unless the Order Documents say otherwise, governing law depends on the customer’s country.[1] The SysAid policy (effective 2026-01-01) applies New York law with ICC arbitration in New York for the United States, Canada and the Middle East (not including Israel); Swiss law with ICC arbitration in Geneva for the European Union; the law of England and Wales with ICC arbitration in London for the United Kingdom; Brazilian law with arbitration in São Paulo for Brazil; the law of Victoria for Australia; and Israeli law with the courts of Tel Aviv for all other customers.[6]
Out of scope
This page does not cover the Data Processing Addendum, SysAid’s privacy policy, the Brazilian version of the Cloud Terms, reseller or partner agreements, or custom Master Services Agreements, none of which change the licence metrics described here.