SysAid licensing is the set of terms under which SysAid Technologies Ltd. sells its IT service management (ITSM) platform, the add-on modules built on it, and its AI features.[6] Customers buy a subscription and accept either the SysAid Cloud Terms and Conditions, for the software-as-a-service platform that SysAid hosts,[2] or the End-User License Agreement for On-Premises Services, for a system the customer hosts itself.[3] Both grant a limited, non-transferable licence for the customer’s internal purposes within the limits set out in the Order Documents.[2][3] SysAid states that it is offered as an annual subscription that includes support and software updates, not as a lifetime licence.[5]
The main unit of sale is the agent. The Professional plan is priced per agent per month,[1] and the product documentation states that each enabled Admin consumes one admin licence.[4] End users, the employees who raise tickets, are unlimited.[5] Managed IT assets form a second dimension: each plan includes 250 managed assets, and more are bought as asset packs.[1] The FAQ on the pricing page says the price depends on the package and on the number of users and assets to be managed.[1] For the general models, see named user licensing and subscription and consumption licensing.
Editions
SysAid publishes two current plans, Professional and Enterprise. Both are labelled “AI included”.[1]
| Plan | What the vendor lists | How it is priced |
|---|---|---|
| Professional | Request, incident, change and problem management; all-in-one asset management; Copilot for agents and end users; prebuilt AI agents with 100K Workato credits; SLA management, dashboards and BI analytics[1] | Per agent per month; quote required[1] |
| Enterprise | Everything in Professional plus a sandbox environment, tailor-made AI agents, advanced BI analytics, 300K Workato credits and the Gold Service Package with P1 support[1] | Custom price, starting at 20 agents[1] |
The price shown for Professional is set by a regional script on the pricing page: USD 89 by default, EUR 79 for Europe and GBP 69 for the United Kingdom, per agent per month.[1] The feature matrix also differs on storage retention (2 years for Professional, 7 years for Enterprise), support response times, and the custom URL and backup delivery options, which are Enterprise only.[1]
Older SysAid material describes a different edition split. The support FAQ names two editions, Basic (help desk, ticketing and asset management) and Full (ITSM), and marks SLA management, change and problem management, the API, the CMDB and the Workflow Designer as Full edition modules.[5] Current documentation still refers to the Full Edition for features such as companies.[4] Contracts signed under those editions should be read against their own Order Documents.
Cloud and On-Premises
SysAid Cloud is hosted by SysAid and licensed for access over the internet; with SysAid On-Premises the customer installs the software on its own servers and is responsible for upgrades, hardware, operating system maintenance and security patches.[12] Cloud customers are upgraded automatically about every two weeks, and the FAQ states that some features, such as the AI Service Desk, exist only in the cloud.[5] The terms differ in several licensing respects, covered in SysAid Cloud and On-Premises terms.
Metrics
SysAid does not publish a metric definitions booklet. The metric rows below are built from its plan page, contract terms and product documentation.
| Metric | Where it applies |
|---|---|
| Agent (Admin) | Plan price; each enabled Admin |
| End User | Not charged (unlimited) |
| Managed asset | Asset allowance and asset packs |
| Patch Management asset license | Patch Management add-on |
| RCG concurrent session license | Built-in browser remote control |
| TeamViewer Embedded concurrent license | TeamViewer Embedded add-on |
| AI credit and AI agent execution | SysAid Copilot and AI agents |
| Workato integration credit | SysAid Connect integrations |
| Advanced Qlik BI power user | Advanced BI Analytics seats |
| Server (On-Premises instance) | On-Premises installations |
The agent metric and the user model behind it are covered in SysAid agent and administrator licensing. Assets and per-asset add-ons are covered in SysAid asset licensing and add-ons.
Counting / floors
- Agents. Every person in SysAid is either an Admin or an End User, never both.[4] An enabled Admin consumes one admin licence; a disabled Admin does not, and End Users never consume admin licences (rule, effective 2026-07-30).[4]
- Agent floors. Enterprise starts at 20 agents, and the Gold VIP Service Package requires a minimum of 20 agents (undated page, retrieved 2026-09-27).[1]
- Assets. SysAid defines an asset as any network or SNMP device, such as workstations, servers, printers, mobile devices and routers.[5] Both plans include 250 managed assets.[1] Disabled assets stop counting toward the licence total (effective 2026-08-03).[7]
- Per-asset add-ons. Patch Management is an annual subscription for a chosen number of assets, and it works only on assets that also hold active asset licences (effective 2026-07-20).[8]
- Storage. All editions include 30GB of attachment storage per account, with more available at additional cost (undated).[11]
Virtualization & partitioning
SysAid’s documents publish no virtualization, partitioning or core-based rules. The only placement rule concerns On-Premises: a licence permits a single instance on one server, plus a backup copy for archival or development purposes only, and use on more servers than licences purchased requires SysAid’s written agreement (effective 2024-07-22).[3] The documents do not say whether that server may be virtual.
Cloud / BYOL
SysAid Cloud is delivered from SysAid’s platform, hosted by SysAid or its hosting partners.[2] There is no bring-your-own-licence path onto a customer’s public cloud account. The Enterprise plan offers a private AWS instance as an add-on.[1] SysAid stores customer data in the region from which the customer accesses the service, for example in an AWS data centre in the United States or the European Union.[15]
On-Premises customers who use hybrid services that rely on SysAid’s cloud, such as BI Analytics, Automate Joe and TeamViewer Embedded, are bound by the Cloud Terms for those services (effective 2024-07-22).[3]
Programs
- SysAid Cloud subscription. Fees are fixed for the Initial Term, and price list changes take effect at the next Renewal Term. The subscription renews automatically for successive annual periods unless either party gives written notice at least 60 days before the end of the term. Services added mid-term are co-termed and prorated (effective 2026-06-30).[2] Discounts on the original order do not apply to upgrades bought during the term.[14]
- SysAid On-Premises subscription. The same renewal and fee mechanics apply. The software is delivered as a single identification key by email (effective 2024-07-22).[3] After an upgrade the new licence file must be uploaded before the change takes effect.[13]
- SysAid Evaluation License. A free, as-is licence for the sole purpose of deciding whether to buy, which ends on purchase or when SysAid terminates it (effective 2024-02-22).[10]
- SysAid Support Tiers and Service Level Credits. The SLSA defines Bronze, Silver, Gold and Gold VIP support tiers and sets Target Availability at 99.8% for Professional licences and 99.9% for Enterprise licences (effective 2026-06-30).[6]
Adding administrators, assets and modules is done by adding a new licence key, and can be done at any time.[5]
AI features
Both plans include SysAid Copilot and prebuilt AI agents; the pricing page describes Professional as having unlimited agentic AI with no usage caps.[1] SysAid’s AI usage guidelines state that AI features have fair and reasonable usage limits and that unused AI credits are not carried over to the next year.[9] The two statements are reconciled in SysAid Copilot and AI agent licensing.
Out of scope
This page does not cover third-party products that SysAid resells or integrates under their own terms (Lansweeper, Splashtop, TeamViewer, GFI, Qlik, Workato), except where a SysAid document states how they are counted. It does not cover SysAid’s professional services packages, the Data Processing Addendum, or partner and reseller agreements, which are not published as licensing terms.