SysAid Copilot and AI agent licensing concerns the generative and agentic AI features that SysAid sells as part of its ITSM platform. The Cloud Terms define them as AI Services, governed by Annex A, and list SysAid Copilot for End Users, SysAid Copilot for Agent, the SysAid AI Agent Builder and SysAid AI Agents among them.[2] Both current plans are sold as “AI included”, and the pricing page describes the Professional plan as having unlimited agentic AI with no usage caps.[1] SysAid’s AI usage guidelines, by contrast, state that AI features have fair and reasonable usage limits, measured in AI credits, and that unused credits do not carry over.[3] Integrations used by AI agents and workflows run on Workato credits, allocated by plan.[1] For the general model, see generative AI licensing.
Editions
The pricing page lists the following AI rows for the two plans.[1]
| Capability | Professional | Enterprise |
|---|---|---|
| Copilot chatbot for end users and for agents | Included | Included |
| Data pool and customizable guardrails; AI Automations; chatbot quality scoring and fine-tuning; AI usage dashboard and weekly insights | Included | Included |
| Prebuilt AI agents (100+), AI connections, AI agent builder | Included | Included |
| Tailor-made AI agents | Not included | 3 |
| Workato integration credits | 100K | 300K |
SysAid Copilot groups several modules: the AI Chatbot and AI Emailbot, the Data Pool of datasets the chatbot draws on, Monitor & Fine-Tune, the AI Usage Dashboard, weekly AI Insights emails, and assistive features such as AI Case Summarization, AI Emotion, AI Intelligent Categorization and AI Author.[6] Availability differs by product line: AI Case Summarization and AI Emotion are documented for SysAid Spaces customers, and AI Intelligent Categorization in SysAid Classic covers only incident and request records.[6] The FAQ states that some features, such as the AI Service Desk, exist in SysAid Cloud but not On-Premises.[11]
With Enterprise Service Management, each space comes with its own AI agent chatbot and AI employee chatbot.[10] Only one chatbot can currently be used through Microsoft Teams; multiple chatbots are available only through the Self-Service Portal.[10]
Metrics
- AI credit. SysAid defines an AI credit as a single instance where SysAid Copilot uses AI to perform a task, such as answering a question, summarising a ticket, categorising an issue or running an AI agent. The complexity of each task determines how many tokens are used, which in turn affects the credit count.[3]
- AI agent execution. The AI Agents Usage Dashboard counts executions from three channels: the agent chatbot, the end-user chatbot and scheduled tasks. Its unique-user count includes both end users and IT agents.[7]
- Workato integration credit. The embedded Workato integration meters work in tasks, described below.[8]
SysAid publishes no per-user price for its AI features. Its usage guidelines meter AI use through AI credits and refer to premium AI licence holders without defining that licence.[3] Configuration is limited by permission: the AI Admin permission gives an agent full access to AI-related features and settings,[9] and in ESM each Space Admin has AI Admin enabled.[10]
Counting / floors
Fair-usage terms
The AI usage guidelines published in SysAid’s AI Security & Trust Overview (effective 2026-06-07) state that:[3]
- AI features, including the AI agent, have fair and reasonable usage limits, and so do holders of a premium AI licence;
- customers can monitor their AI usage;
- unused AI credits are not carried over to the subsequent year (rule);
- SysAid can monitor usage and adjust the limits if necessary, and exceeding a limit may lead to temporary suspension of AI features or additional fees;
- SysAid will give 90 days notice before contract renewal of any planned change to usage limits, which applies only from the next contract term.
The guidelines point to Annex A of the Cloud Terms for the full list.[3] Annex A itself states that the AI Services may be subject to usage limitations, modification or pricing changes, subject to the Fees clause, under which price list changes take effect at the next Renewal Term (effective 2026-06-30).[2] SysAid does not publish the size of the AI credit allowance for either plan.
Evaluation allowance
During an evaluation, SysAid Copilot may be evaluated under separate AI terms, and the customer can switch it off in the service desk product settings (effective 2024-02-22).[5] Those evaluation AI terms limit AI agent usage to 5,000 agent executions per month, and any unused part of a month’s executions is not carried into the following month (effective 2025-03-25).[4] The paid Cloud Terms of 2026-06-30 contain no equivalent numeric limit.[2]
Workato tasks
SysAid’s integrations are powered by an embedded Workato workspace. A task is counted each time a recipe invokes an action provided by a connector; the trigger does not count, and child jobs and repeat jobs each count their own tasks.[8] SysAid’s worked example is a daily recipe with four steps, of which three count as tasks.[8] Workato plans are allocated automatically based on the SysAid plan (effective 2026-04-28),[8] with 100K credits included in Professional, 300K in Enterprise, and further credit packs available as an add-on.[1] Workato does not create accounts in the applications it connects, so each connected application needs its own account.[8]
Use restrictions
Annex A of the Cloud Terms (effective 2026-06-30) attaches conditions to the AI Services that matter for how they may be deployed:[2]
- The AI Services may involve third-party models from OpenAI, Microsoft Azure OpenAI Services or AWS Bedrock, and customers must follow those providers’ usage policies.
- SysAid Copilot may be used only in supported geographies, and the AI Services were developed for English input and output.
- The customer instructs SysAid to use its tickets and other data to train its own AI Services, which are offered as a customised version for that customer only.
- The AI Services may not be used to process confidential or sensitive information, output may not be used to develop competing models, output may not be extracted by automated means, and the personal information of children under 13 may not be processed.
- AI agents can make changes to connected systems, code generated by the AI Agent Builder must be reviewed and tested before use, and AI Connections are treated as third-party services.
- SysAid may modify or discontinue any AI Service at any time without liability.
The AI Security & Trust Overview names OpenAI, Anthropic and Azure OpenAI Services as the providers behind AI credits.[3]
Virtualization & partitioning
Not applicable. AI features are consumed as a cloud service and are not tied to devices or processors.
Cloud / BYOL
The AI Services are part of SysAid’s cloud service. The documents reviewed describe no option for customers to supply their own model provider keys or model subscriptions, and the Cloud Terms bind customers to the providers’ policies as used by SysAid.[2]
Programs
AI features are licensed within the SysAid Cloud subscription and, during trials, the SysAid Evaluation License. No separate AI program or commitment vehicle is published.
Out of scope
This page does not cover the licensing of OpenAI, Azure OpenAI, AWS Bedrock, Anthropic or Workato services bought directly from those vendors, or the licensing of third-party applications connected through AI Connections or Workato recipes.