Pricing

Subscription & licensing guide.

All the details about the Servicecore platform's licensing model, subscription structure, edition rules, hybrid configuration, and add-ons.

Role Definitions

Agent

Individuals who receive, respond to, and resolve the work reported by users — such as calls, incidents, requests, and suggestions; they take an active part in service delivery processes, perform the work, and create work records.

They can access all records and record reports within the scope of their permissions
Access to advanced information (reports, record correspondence, resolution details, logs, etc.) is available only for this role
Only users with this profile are subject to licensing

End User

Individuals who request a service or support.

They can access their own records and records belonging to the group or company they manage
They can view their assets
They can take part in approval processes
End users are not subject to licensing

Approver / Manager User

Individuals who approve, reject, or provide an opinion in processes may hold the end user role.

They perform actions through the end user screens
They can access records belonging to the team or customer organization to which they are affiliated
These users are not subject to licensing

License Scope

Licensing applies only to certain users, with no limits on other elements.

Licensing applies only to Agent users
The number of end users is unlimited and free
The number of assets is unlimited and free
There is no limit on the number of records or transactions within the application

Licensing Model

The platform is offered with a per-user (named user) licensing model. Each license is assigned to a specific Agent.

The platform is offered with a per-user (named user) licensing model
Each license is assigned to a specific Agent

Minimum Licensing

Licensing starts with the following minimum structure:

A minimum of 10 Standard licenses, or
A minimum of 10 Professional licenses

Subscription Structure

The product is licensed under a subscription model.

1-year, 3-year, and 5-year options are available
There is no perpetual license model
Usage rights are provided throughout the subscription period
At the end of the period, the subscription must be renewed to continue use

Hybrid Licensing Model

The platform supports a hybrid licensing model. Customers can configure their licenses as follows:

Standard users
Professional users
Add-on modules

Example Configurations

Sample combinations of editions and add-ons.

X Standard + one of the Y Pro Modules + Z Add-ons
A Standard + B Pro + C Add-ons
M Standard + N Add-ons
Q Pro + Z Add-ons

Edition Distribution Rule

The ratio between Professional and Standard licenses must meet a defined minimum.

The number of Professional licenses cannot be less than 25% of the number of Standard licenses
For example, for 100 licenses there must be a minimum of 25 Pro + 75 Std

Add-on Module Usage with Standard Licenses

Standard users can be extended on a per-module basis.

Standard users can be extended on a per-module basis
The number of modules must be at least equal to the number of Standard users
The following modules can be added to a Standard license

Modules that can be added to the Standard version in the same quantity as the number of Agents

Modules available for extending the Standard edition.

Request & Service Catalog Module
Problem Management Module
Change Management Module
Asset Management and CMDB Module
Contract Management Module
Continual Improvement Module
Project Management Module
Service Relationship Management Module

Pro Pack Function Package License

Functions specific to the Pro version, along with the automation and integration modules, can be actively used when at least one Professional license is present in the system. When only Standard licenses are used in the system, a Pro Pack (fixed-price) license must be purchased separately in order to use the following advanced functions and the Automation and Integration modules.

Available with at least one Professional license in the system
When only Standard licenses are used, a separate fixed-price Pro Pack license is required for the advanced functions and the Automation and Integration modules

Process and Workflow Management

Workflow and approval orchestration capabilities.

Workflows and Approval Flows Management
Approval and Advisory Boards Management
Validations / Process Verification Controls

Form and Data Management

Custom forms and data structures.

Custom Additional Fields and Custom Forms
Low-Code Form Design and Management

Identity and Access Management

Enterprise identity integrations.

Azure AD / SAML / SSO Integrations

Template and Operational Structures

Reusable templates and operational tooling.

Incident, Problem, Change, Project, CI, Task, and Worklog Templates
Assignment Forms and Approval System
Scheduled Requests

Reporting and Analytics

Reporting and data extraction capabilities.

Scheduled Reports
Export Reports
Dynamic Reports

Platform and Advanced Features

Extended platform capabilities.

Mobile ITSM Module Usage
Multi-Language Support
Shift Management Module

Enterprise Structure Features (ESM)

Multi-organization enterprise structures.

Multitenant (ESM) Structure
Multi Company / Holding Structure (ESM)

ESM (Multi-Tenant) Licensing

In the ESM (Enterprise Service Management) structure, each tenant (organization / department / unit) is treated as a separate license scope. It requires the Professional version or the Pro Function Pack.

If an Agent is actively working in the Agent role within each tenant they are a member of, they consume a separate license for the respective tenant
The same person can hold different roles in different tenants; if they are an Agent, a license must be assigned separately in each tenant

Example

How a single person can be licensed across tenants.

In the IT tenant → uses a Professional Agent license
In the Software tenant → can use a Standard Agent license
In the HR tenant → if only in the end user role, consumes no license
With this model, each tenant is licensed and optimized according to its own usage scenario.

License Increase

Additional licenses can be purchased during the subscription period.

Additional licenses can be purchased during the subscription period
License increases can be made in minimum purchases of 5 or more licenses
Additional licenses are priced according to the remaining period (pro-rata)
All licenses are aligned to the current subscription end date

Infrastructure and System Add-ons

The following add-ons are licensed at a fixed price, independent of the Agent licenses:

Failover / Cluster System Add-on
Disaster Recovery Center Add-on
Sandbox / Test System Add-on
Servicecore Discovery Add-on
VMware Discovery Add-on
Intune Discovery Add-on
Lansweeper Discovery Add-on
Shift Management Add-on
Federation Service Add-on

These add-ons:

Pricing and service terms for the add-ons.

Are priced based on fixed quantities
Installation and maintenance services are priced separately

Installation, Maintenance, and Support

Installation Model

How the product is deployed.

The product is not SaaS
Installation is performed on-premise in the customer's own environment

Maintenance Scope

All maintenance services are included in the price throughout the subscription period.

Corrective maintenance (bug fixes)
New features (within the scope of the product roadmap)
Improvements and updates
Installation of updates in the customer environment

Maintenance Method

How updates are delivered.

Updates are provided using the Continuous Delivery (CD) method
If CD access is not possible: manual installation is performed via support requests
Additional support packages can be used when necessary

FAQ

Licensing questions

End users are not included in the licensing scope because they are only users who create requests and participate in processes.

Still have licensing questions?

Talk to the team and we'll walk you through roles, editions and the right setup for your organization.

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