Definitions

Following is a list of few terms with their definitions used in this document:

Preface & Audience

This document explains in detail the licensing construct for the Symphony SummitAI suite of products. It includes the various modules and packages, their applicability, and entitlement scenarios. It explains the different ways in which the customers can buy the product suite, or its components, and tailor them to suit their specific needs.

This document is useful for SummitAI Sales, Pre-Sales, Partners, and various SummitAI internal teams to understand SummitAI licensing and explain them to the customers with clarity.

Pricing

For information about SummitAI Product Pricing, please contact the SummitAI Sales Team.

Product Overview & Packaging

The Symphony SummitAI product suite consists of various product components aimed to bring in significant benefits to the Customer in managing their IT Environment and Enterprise services. The product is packaged and licensed to best suit the requirements of the various organizations. The following sections provide a snapshot of the different modules and submodules of the SummitAI Product Suite.

SummitAI Suite Overview

The following diagram illustrates all the modules, editions, and add-ons available in the SummitAI Suite:
             

SummitAI Platform

The following table lists the Platform module and Language Packs available in SummitAI Platform:

For information about SummitAI Platform and licensing, see the SummitAI Platform.

SummitAI Service Management (SM)

The following table lists the various modules and editions available in SummitAI Service Management:

For information about the features available in each of the modules and editions of SummitAI Service management and licensing details, see SummitAI Service Management (SM).

SummitAI CINDE Digital Agent

The following table lists the various licensing models available in SummitAI CINDE Digital Agent:

For information about the features of SummitAI CINDE Digital Agent and licensing, see SummitAI CINDE Digital Agent.

SummitAI Asset Management (AM)

The following table lists the various modules and editions available in SummitAI Asset Management:

For information about the features available in each of the modules of SummitAI Asset Management and licensing details, see SummitAI Asset Management (AM).

SummitAI Orchestration

For information about SummitAI Orchestration and licensing details, see SummitAI Orchestration.

SummitAI IT Operations Management (ITOM)

The following table list the various components monitored as part of SummitAI ITOM:

For information about the monitoring components of SummitAI ITOM and licensing details, see SummitAI IT Operations Management (ITOM).

SummitAI Platform

The SummitAI Platform includes SummitAI Platform Engine and SummitAI Language Packs.

• SummitAI Platform Engine
• SummitAI Language Pack – Standard
• SummitAI Language Pack – Enterprise

SummitAI Platform Engine

The SummitAI Platform Engine provides base services, such as integration, custom table definition, and storage for reporting and integration purposes.

SummitAI Language Packs

The SummitAI Language Packs are used for supporting online language translation.

• SummitAI Language Pack – Standard
• SummitAI Language – Enterprise

Please refer to the following table for details.

SummitAI Language Pack Details

List of Supported Languages

SummitAI Platform Licensing

The following table depicts the SummitAI Platform and Language Packs license structure:

Important Notes

• Administrators can make improvements related to language translations. SummitAI provides support on a case-to-case basis for an additional cost.
• For integration with ServiceNow or any other ITSM product where records need to be updated on the SummitAI Platform by the system, one Analyst license is consumed by the system.

SummitAI Service Management (SM)

The SummitAI Service Management module includes SummitAI IT Service Management and SummitAI Business Management.

An optional add-on, SummitAI Password Management, is available.

IT Service Management Standard (ITSM Standard)

The SummitAI IT Service Management - Standard edition provides Analyst- level access to the following modules:

• Incident Management
• Service Request Management
• Knowledge Management
• Service Catalog Management
• SLA
• BI Report Builder
• Form Builder
• Call Management
• IT Clinic
• Gamification
• Mobile App

IT Service Management Professional (ITSM Professional)

The SummitAI IT Service Management - Professional edition provides Analyst-level access to the following modules:

• Incident Management
• Service Request Management
• Knowledge Management
• Service Catalog Management
• Change Management
• Problem Management
• CMDB
• SLA
• SLM
• Service Portfolio Management
• Release Management
• BI Report Builder
• Form Builder
• Call Management
• IT Clinic
• Gamification
• Mobile App

Business Service Management (BSM)

The SummitAI Business Service Management (BSM) includes the following modules:

• Incident Management
• Service Request Management
• Knowledge Management
• Service Catalog Management
• SLA
• BI Report Builder
• Form Builder
• Call Management
• Gamification
• Mobile App

Feature Comparison – SM Packages

The following table indicates the various features available in each of the SummitAI Service Management product package:

Important Notes

• The SLA module involves managing SLAs in Incident Management and Service Request
• The SLM module includes SLA, OLA (Operational Level Agreement), UC (Underpinning Contract), and SLA lifecycle processes.
• OLAs should not be configured for Analysts using the ITSM Standard edition license.

Optional Add-Ons

SummitAI AD Password Management

The SummitAI Password Management is a self-service solution that helps users to reset their forgotten passwords and unlock their Active Directory accounts. It gives the users the power to resolve simple password change and account unlock related queries by themselves without depending on their IT Support team. The SummitAI Password Management is available on the web and mobile to the users.

Users & License Model

Product Users and Licensing

Every user of the SummitAI application requires a unique user id and password to access the Application. This unique user id/password should not be shared with other users or transferred.

User Types

Following are the different types of users of the Service Management module:

Analyst

An Analyst has access to all the available functions of the Application. Administrators use Role Templates to control Analysts' access.

Administrator

An Administrator performs various administrative functions, such as configurations and user administration.

End User/Requester

An End User or a Requester is any user who can create Incidents and Service Requests and browse Knowledge Records. They can also check the status of the Incidents and Service Requests they raised.

Approver

An Approver approves Service Requests and Changes Requests before an action is performed on these requests.

Analyst User Licensing Models

There are two types of Analyst user license models used for license computation.

Named Analyst License Model

Each Analyst logging into the Application requires a license to log into the Application as an Analyst. The license is tied to the Analyst's login id/e-mail id and cannot be transferred to another Analyst. The maximum number of Analysts who can log into the Application is limited to the number of Named licenses purchased and assigned. Commonly used group e-mail ids, such as support@xyz.com, helpdesk@abc.com, etc., should not be mapped to the Named Analyst licenses.

Important Notes                                                                                                                           

An Analyst license is in use for a duration of 20 minutes after the user session ends.

An Analyst's session ends in any one of the following two ways:

• The Analyst logs out.
• Due to an inactive session, the Application logs out the Analyst.

Duplicate Login

Duplicate login means a scenario where an Analyst tries to log into the SummitAI application using multiple devices, web app, and mobile app, different browsers, or different tabs.

A user cannot log into the SummitAI Application, simultaneously, using the same set of user credentials on multiple devices, web application or mobile app, two different browsers, or two different tabs (including incognito mode). A message is displayed. The user needs to choose to either continue with the current session or terminate the current session and start a new session.

Concurrent Analyst License Model

An unlimited number of Analysts can be configured in the Application. However, the number of Analysts concurrently using the Application depends on the number of Concurrent licenses purchased by the organization. Commonly used group e-mail ids, for example, support@xyz.com, helpdesk@abc.com, should not be mapped to the Concurrent Analyst licenses.

Important Notes                                                                                                                       

The Concurrent licenses can be allocated by Domain, Tenant, and Workgroup, but not by Location.

Duplicate Login

Duplicate login means a scenario where an Analyst tries to log into the SummitAI application using multiple devices, web app, and mobile app, different browsers, or different tabs.

A user cannot log into the SummitAI Application, simultaneously, using the same set of user credentials on multiple devices, web application or mobile app, two different browsers, or two different tabs (including incognito mode). A message is displayed. The user needs to choose to either continue with the current session or terminate the current session and start a new session.

An Analyst license is in use for a duration of 20 minutes after the user session ends.

An Analyst's session ends in any one of the following two ways:

• The Analyst logs out.
• Due to an inactive session, the Application logs out the Analyst.

When an Analyst logs out, the license frees up and is available to another Analyst.

If an Analyst closes the Application browser without logging out, the license is still in use. No other Analyst can use the license until the session times out. The minimum session time out duration is 20 minutes.

SummitAI Service Management Licensing

The following table depicts the SummitAI Service Management and add-ons license structure:

FAQs

SummitAI CINDE Digital Agent

The SummitAI Digital Agent, CINDE, helps End Users through conversations. The End Users can interact with CINDE to quickly resolve their issues or raise requests in conversational English.

CINDE is empowered with many features, such as Intelligent Recommendations, Chit Chat, FAQs, Multi-channel support, and Live Agent Transfer.

CINDE on ServiceNow

All the features mentioned above, except Live Agent Transfer, are available on ServiceNow. Additionally, Service Desk Intelligence and Intelligent Knowledge Management are also available.

SummitAI CINDE Licensing

The following table depicts the SummitAI CINDE license structure:

FAQs

SummitAI Asset Management (AM)

The SummitAI Asset Management module includes SummitAI Asset Life Cycle Management and SummitAI IT Asset Management (ITAM). 

SummitAI Asset Lifecycle Management

The SummitAI Asset Lifecycle Management component manages IT and Non-IT Assets' lifecycle from procurement to retirement. 

SummitAI Asset Lifecycle Management

In the SummitAI Asset Lifecycle Management module, every Asset added manually or using Microsoft Excel upload consumes a license.

SummitAI Asset Lifecycle Management – Enterprise (Unlimited)

In the SummitAI Asset Lifecycle Management – Enterprise (Unlimited) module, an unlimited number of Assets can be added manually or using Microsoft Excel upload for a fixed price.

SummitAI IT Asset Management (ITAM)

The SummitAI IT Asset Management (ITAM) is a solution that helps organizations to manage and administer IT Assets effectively. In addition to the features available in SummitAI Asset Lifecycle Management features, the following additional features are available, such as:

• Discovery
• Software Asset Management (SAM) and Hardware Asset Management (HAM)
• Asset Physical Verification and Asset Reconciliation
• Hardware Variance and Software Variance
• Blacklisting Software
• Software Delivery and Uninstallation
• Software Metering and Non-Compliance

Note:

• Using the SummitAI ITAM module, Assets can be discovered using both agent-based and agentless discovery methods.
• For the agentless discovery of Assets, protocols, such as WMI, SNMP, SSH, are used. SummitAI ITAM also supports SCCM for discovery. It is integrated into the SummitAI ITAM module out-of-the-box. SummitAI ITAM licenses are applicable for devices discovered using SCCM.

SummitAI IT Asset Management

Any Asset, discovered by SummitAI or through integration with any other discovery tool, requires a license. Software Assets do not require licenses.

SummitAI IT Asset Management - CNS (Alternate Pricing)

The SummitAI IT Asset Management – CNS module requires licenses only for the following discovered CNS devices only: Computer, Network, Servers, and Storage. Any other Asset discovered by SummitAI Asset Management discovery or through integration does not require any license.

Feature Comparison – AM Packages

The following table indicates the various features available in each of the Asset Management product package:

Optional Add-Ons

SummitAI ITAM Normalization & Catalog

The SummitAI Normalization and Catalog add-on consist of Software and Hardware data normalization. Normalization helps in aggregating and normalizing raw asset data. A Catalog is a repository of enterprise software and hardware asset information.

SummitAI ITAM Catalog Content Pack

The SummitAI Catalog Content Pack add-on consists of the following Content Packs:

• InfoSec (CPE with CVE)
• Hardware Specifications
• Hardware and Software Pricing
• Lifecycle and Support
• Open Source Compliance
• Procurement
• Virtualization Compatibility
• Windows Compatibility
• Windows 8, 10, and Server Compatibility 2008 – 2012
• IBM PVU Licensing

SummitAI Asset Controller

The SummitAI Asset Controller includes End User Endpoint Compliance, Application Control, and Dynamic Local Admin Password Management.

Application Control

Using Application Control, the Administrators can ensure that no unauthorized software is installed on any Asset on the organization's network. Application Control allows the installation of only authorized and licensed software. It is useful to classify the applications as Whitelisted, Blacklisted, or Warning software. The applications that already exist on the Assets are initially Whitelisted by default. However, the Administrator can create multiple Profiles for Whitelisting, which can be applied to a user, user groups, IPs, and locations. After a Whitelist Profile is applied to the End User machine, all the software, which are not part of the Whitelist, are Blacklisted. 

Dynamic Local Admin Password Management

The Local Admin Account passwords in Microsoft Windows Operation System (Windows 7, Windows 10, and Windows 11) on laptops and desktops can be managed using this functionality.  The local Admin accounts password is unique across the enterprise. If any user wants to access the Local Admin Account of the identified system, they go to a designated portal and provide the required IP Address or Host Name. If they give the correct details, they can view the password using which they can access the identified system. The Local Admin Password is reset automatically based on the frequency configured in the SummitAI platform.

Endpoint Compliance

Endpoint Compliance sub-system can be used to monitor the security compliance of the computing devices in an organization's network based on the security policies configured. The Endpoint Compliance has over 170+ out-of-the-box security compliance monitoring capabilities. The Security Administrator can also create additional security compliance parameter checks. These customized security compliance parameters can be configured based on registry entries, the value of WMI class, VB scripts, PowerShell, Batch Command, etc.

Important Notes

• SummitAI Asset Controller is supported only on the Microsoft Windows 7, Windows 10, and Windows 11 operating systems. It does not support Microsoft Server Operating System.
• SummitAI Asset Controller works when used with the SummitAI IT Asset Management module.

SummitAI Asset Management Licensing

The following table depicts how licensing works for the SummitAI Asset Management module and add-ons:

* The SummitAI IT Asset Management – CNS module requires licenses only for the following discovered CNS devices only: Computer, Network, Servers, and Storage. Any other Asset discovered by SummitAI Asset Management discovery or through integration does not require any license.

FAQs

SummitAI Orchestration

The SummitAI Orchestration module helps Analysts in the auto-resolution of the most widely asked questions, which are repetitive in nature. The auto-resolution of IT tickets eliminates Analysts' involvement in repetitive mundane tasks. Analysts can focus on more complex work. The SummitAI Orchestration module can automate some IT services tasks with well-defined steps. For example, Shared Folder Access, Software Installation, Mailbox Creation, Employee Onboarding, Employee Exit Process, etc.

Orchestration Engine

The Orchestration Engine is a workflow management solution for data center automation and end user automation. The Orchestration Engine can automate the creation, monitoring, and deployment of resources in the Customer’s environment. Each Orchestration Workflow can consist of one or more Transaction Scripts, which are inter-dependent and executed in sequence to complete a predefined workflow.

Transaction Script

A Transaction Script is a script or scripting language with a series of commands within a file that can be executed without being compiled.

SummitAI Orchestration Licensing

The following table depicts the SummitAI Orchestration license structure:

 * The validity of the Script Execution Packs is for a period of 1 year by default.

Important Notes

• Licensing works based on Transaction Scripts, not based on Use Cases

Licenses are consumed based on the number of executed Transaction Scripts.

• Same Transaction Script executed multiple times is counted each time it is executed

Licenses are available as multiples of packs of 5000 Transaction Scripts (5000, 10000, 15000, 20000, etc.), which means with one license, 5000 Transaction Scripts can be executed (successful/failed) by the Orchestration Engine. A Transaction Script can be run multiple times. Each time a Transaction Script is executed, it is counted for license consumption.

SummitAI IT Operations Management (ITOM)

The SummitAI IT Operations Management includes SummitAI Event Management/Service Mapping, SummitAI Infrastructure Monitoring, SummitAI Application Monitoring, and SummitAI NetFlow Analyzer.

SummitAI Event Management/Service Mapping

The SummitAI Event Management module can aggregate events from multiple data sources and other event management systems. It can correlate and prioritize events based on rules. Then, it surfaces the most critical events. It finally shows these events contextually against the network and services, where they have occurred, and raise Incidents as necessary in the ITSM system.

SummitAI Infrastructure Monitoring

The SummitAI Infrastructure Monitoring module includes monitoring of the following components:

SummitAI Node Monitoring Basic (Up/Down Status monitoring)

The SummitAI Node Monitoring Basic (Up/Down Status monitoring) module includes monitoring of the Up/Down status of nodes, and no other parameters are monitored.

SummitAI Physical Server Monitoring with Built-in CMDB

The SummitAI Physical Server Monitoring with Built-in CMDB module includes monitoring Uptime and Operating System Performance parameters of a physical server with a unique IP, Hostname, and Serial Number.

SummitAI Virtual Server Monitoring with Built-in CMDB

The SummitAI Virtual Server Monitoring with Built-in CMDB module includes monitoring Uptime and Operating System Performance parameters of a Virtual Server with a unique IP, Hostname, and Serial Number.

SummitAI Network Device Monitoring with Built-in CMDB

The SummitAI Network Device Monitoring with Built-in CMDB module includes monitoring Uptime and Performance parameters of a Network or a Security device with a unique IP and Hostname.

SummitAI Storage Monitoring

The SummitAI Storage Monitoring module includes monitoring Uptime and Storage Performance parameters of a Storage Device with a unique Hostname and IP Address.

SummitAI Application Monitoring

The SummitAI Application Monitoring includes monitoring of the following components:

SummitAI DB Monitoring (MS SQL, PostgreSQL)

The SummitAI DB Monitoring (MS SQL, PostgreSQL) module includes monitoring Database performance parameters of a database instance per Instance.

SummitAI DB Monitoring (Oracle)

The SummitAI DB Monitoring (Oracle) module includes monitoring Database performance parameters of a database instance per Instance.

SummitAI MS Exchange Monitoring

The SummitAI MS Exchange module includes monitoring MS Exchange Performance parameters of an Exchange service with unique identification of the Mailboxes.

SummitAI Active Directory Monitoring

The SummitAI Active Directory Monitoring includes monitoring Active Directory Performance parameters of an AD service with unique identification of the User Accounts.

Please refer to the SummitAI IT Operations Management Monitoring Parameters List document for the complete list of applications and databases that can be monitored.

SummitAI NetFlow Analyzer

The SummitAI NetFlow Analyzer provides a real-time detail of network bandwidth performance that helps the Network Administrators to manage their network efficiently. Details, such as traffic type (FTP, HTTP, Video content, voice, etc.), source of the traffic generator, destination, amount of traffic, etc., are available to the Administrators. This information is useful in identifying attacks (DNS attack, DDOS, etc.) and unauthorized users/systems accessing and using specific applications. It also helps in configuring effective bandwidth throttling.

It is available for on-premises Instances only. 

SummitAI IT Operations Management Licensing

The following table depicts the SummitAI ITOM license structure: