FAQs about the pricing of SysAid packages

Why is it impossible to know the pricing of SysAid before I ask for a quote?
The calculation of the total price of your SysAid package depends on the needs of your IT department.

SysAid is modular software, and can be purchased in a basic package and then upgraded gradually. Therefore, we need to first know what your needs are in order to be able to calculate the correct price. Furthermore, asking for a price quote certainly does not oblige you to anything.

Why do I need separate licenses for assets and for end users?
In order to be able to employ SysAid IT management tool, it is necessary to have both asset and end user licenses. SysAid will not be able to function unless you have registered end users as well as registered assets.

The licenses purchased for assets ensure that you will be able to see your assets in your assets list in SysAid. In case the assets were added by you manually- this option is relevant for assets such as printers and faxes- you will be able to associate them with certain users or groups of users, keep their record and organize the service requests related to them according to priority, administrator groups or other criteria.

Yet, in the case these assets are in fact computers on your network, you can simply deploy the SysAid agent to all these assets at once, and receive automatic reports on the details, hardware, software and any other change in these assets.

Computers in your network for which you did not purchase an asset license, will not be reported on and no service requests could be associated to them.

End user license means that a certain person in your organization receives a unique user name and password to login to SysAid. This person will be able to login from any work station, and to follow the process of handling his or her service request. SysAid will keep records of this user's activity, and the administrators will be able to communicate with this end user.

I have purchased a basic package and deployed the agent to all my network computers but only 120 machines appear on the asset list. Why?
The SysAid agent can be deployed only to assets which are network computers. Other assets, such as printers and faxes, need to be added manually, and changes in them cannot be reported automatically. However, your manually-added assets should be listed in your asset list and have licenses, otherwise you will not be able to keep their record, or associate service requests to them in SysAid.
 
Unless you limit the number of assets during the deployment process, SysAid will automatically deploy the agent to all of your network computers, regardless of the number of the asset licenses you have purchased. However, the asset list will include only the number of assets you have purchased. SysAid will randomly exclude computers for which you do not have a license, even if the agent was deployed to them.

Note that the basic package of SysAid includes only 120 assets. If you choose to manually add 10 printers and faxes, this means that only 110 computers from your network will be registered as SysAid assets, regardless of the number of computers you have deployed the SysAid agent to.

Why is it impossible to use the manager license for someone who is not an administrator?
A manager in SysAid is an administrator who has an access to the Manager Dashboard, and can therefore view a set of relevant dashboards, generate and design reports regarding the inventory, the workflow and the service quality provided by your IT department. 
A special license is needed in order to turn one of your administrators into a manager.
The basic package of SysAid includes one manager license free of charge! However, you can purchase as many additional manager licenses as you need, in accordance with your administrator licenses.

I asked for 155 end user licenses and you sent me a price quote for 160. Why?
Both assets and end user licenses can be purchased in groups of ten only.
Therefore, you cannot purchase 155 end user licenses.
Administrator and Manager licenses, however, are priced per a single license.

What is the most affordable way to add administrator licenses to my SysAid interface?
SysAid can be purchased in a steps program.
You can purchase the basic package, and when your organization grows, you can add more administrator, asset, end user and manager licenses.
You will preserve the rights for a discount on your future purchases.

I have a need for only a few users, but the Free Edition of SysAid does not include the modules I need. What can I do?
The recommended solution in this case is to use the SysAid on-demand edition.
The On-Demand Editionis a fully-hosted secure ASP basis. The SysAid server resides in Ilient's hardened and fully firewall-secured environment, and is completely compartmentalized, to avoid organizational data overlap or "leakage".
SysAid On-Demand Editionwill save you the trouble of installation. You can accessed it simply via standard browser - either over the Internet (via secure SSL socket), or via corporate intranet. Communication between SysAid components is via XML-based protocols.
The hosted SysAid version includes all the features of the SysAid Full Edition, plus free support and upgrades service. The On-Demand Editionis paid per user and asset license, on a monthly basis.

After using the trial version, I have purchased SysAid basic package, but I cannot use the Tasks and Projects Module. Why?
The Tasks and Projects is a stand alone module, and should be purchased separately.
This module enables you to plan, keep records of and set the priority of the tasks and of the projects in your IT department.
Once you have purchased the Tasks and Projects module, all you administrators will be able to use it, unless you choose to limit their permission.

I have purchased the unlimited monitoring, why can't I monitor all my network assets?
You can only monitor as many assets as you have SysAid asset licenses for.
Therefore, if you haven't purchased licenses for all your network assets, you will be unable to monitor those assets for which you do not have licenses, even though you have the unlimited monitoring module.

Your question was not answered here?
Check the other FAQ lists, troubleshooting section or contact us for support. If you have access to a SysAid account, you may also view the help files.

If you contact us for support, please attach your SysAid log file. You can find it under root\WEB-INF\logs, in the directory where you installed SysAid. The file is called sysaid.log.

If you encounter a problem while installing SysAid, please attach the file called wrapper.log as well, which is located in the "logs" folder.

Finally, if relevant, please attach a screen capture. These will help us determine the source of your problem.