Many software vendors license their applications by number of users.

The system can be have a fixed number of users, or we can define how many concurrent users can access the system.

The difference between the two licencing models is that the fixed licenses are assigned to a particular user and concurrent licences are shared among a set of users.

In case of ServiceTonic you can combine both options, ie, there may be a set of agents (users requiring ServiceTonic license) having an associated fixed license and a set of agents that share one or more concurrent licenses.

For the end users or customers, no licenses are required in ServiceTonic. There can be an unlimited number of end users.

So what is the recommendation for using fixed liscenses or concurrent licenses?

The ultimate goal of the mixed use of fixed and concurrent licenses is to get the best license cost allowing all persons requiring agent access level to the system to work when they require.
For this purpose, we will assign licenses to those agents still requiring intensive use of the application and for those agents who require access in a timely manner to the application will be assigned a concurrent license.

Exemple: IT department consisting of 27 people that supports 1,500 users.

A practical example of the use and distribution of licenses would be the case of an IT department formed by 27 individuals; 7 of them working in the Service Desk and the remaining 20 in other areas of the department.

The Service Desk acts as first level support to users, making heavy use of ServiceTonic. In this case, for 7 people (agents) of the Service Desk, you should assign each of them a nominal license.
In addition to the Service Desk, there are other specialized areas of IT that can receive escalated tickets (incident, request, problem, change, job, etc). In these other areas, there are 20 people who may require managing a ticket, however, in this case it is estimated that only 4 of these 20 people need to work simultaneously with ServiceTonic, so that are assigned 4 concurrent licenses shared by these 20 people.

For ServiceTonic, end users do not require 1,500 license to access their User Portal so, for licensing purposes, you can generate an unlimited number of end-user accounts.

Final Users IT Department IT Department
(Service Desk) (Rest of IT Department)
ServiceDesk Res of IT Department
Unlimited 7 people 20 people
No licenses 7 fixed licenses Estimated Concurrency: 4
4 concurrent licenses