EtherITSM
Pay per agent. End users always free.
One subscription covers every ITIL practice. Mix tiers across your team so you only pay for the seats that need change, problem, and CMDB. Start free for 14 days, no card.
Free Starter
Run a real small team on real ITIL practices, free for as long as you need.
- Up to 3 agents, 50 end users
- Incident, request, knowledge base
- Self-service portal
- Single SLA policy
- 1 GB attachment storage
- 14-day Professional trial included
Essentials
Replace email and spreadsheets with a proper service desk.
- Unlimited agents and end users
- Incident, request, knowledge base
- Approval workflows on requests
- Multiple SLA policies
- Custom domain and portal branding
- Email-to-ticket inbound
- 5 GB attachment storage per agent
Professional Most popular
The full ITIL stack. Change, problem, CMDB and the catalogue your team can shape.
- Everything in Essentials
- Change management with CAB and freeze windows
- Problem management with known-error database
- CMDB with impact mapping
- Catalogue admin — categories, items, forms you control
- Microsoft Entra SSO, SAML, OIDC
- Microsoft Teams and Slack notifications
- Auto-assignment rules and major incident workflow
Business
For established practices managing programmes, assets, and regulated risk on the same platform.
- Everything in Professional
- Project and portfolio management
- IT asset and software-licence tracking
- DORA compliance suite for regulated finserv
- Multi-portal branding — up to 5 brands
- Custom workflow editor
- Audit log retained 7 years, immutable
- On-invoice billing eligible
Enterprise
For large or regulated customers who need dedicated infrastructure, named support, or a self-hosted deployment alongside the SaaS.
- ·Everything in Business
- ·Self-host or dedicated tenant infrastructure
- ·99.9% uptime SLA with credits
- ·Named CSM, 24×7 P1 response
- ·SOC 2 / ISO 27001 audit pack
- ·Sandbox + staging environments
- ·BACS direct debit or invoice billing
Mix tiers across your team.
Most ITSM tools force every agent onto the same tier. We don't. Put your change managers on Professional, your first-line analysts on Essentials, your read-only auditors on free Viewer seats — pay for the work each role actually does. The platform unlocks the right modules for each seat automatically. You see one bill, with one line per tier.
Skip the ServiceNow bill. Keep the practice.
ServiceNow
Enterprise-only. Per-fulfiller pricing from $100+ per month, indexed up at renewal. Multi-year SaaS commitments. Multi-tenancy via the Domain Separation add-on, priced separately.
EtherITSM Professional
Full ITIL on a £29 per-agent annual subscription. End users always free. Multi-portal branding included on Business. Cancel with 60 days' notice — the contract floor is sane.
| Dimension | ServiceNow | EtherITSM |
|---|---|---|
| Per-seat pricing | $100+ per fulfiller, custom contract | £29 per agent on Professional, billed annually |
| End user pricing | Typically gated behind plug-ins | Always free, no caps on paid tiers |
| Mixed tier support | Single tier per tenant | Mix tiers across the team to fit how you work |
| Multi-portal branding | Domain Separation as a paid add-on | Up to 5 portals on Business under one billing parent |
| Hosting | US cloud regions | UK datacentre on equipment we own |
| Cancellation | Multi-year SaaS commitments | Cancel with 60 days' notice, 60-day grace on missed payment |
The questions procurement always asks.
What counts as an agent? Do end users cost extra?
An agent is a staff user — someone who resolves tickets, manages changes, or administers the service. End users (the people who raise tickets through the portal) are always free on every paid tier. Free Starter caps end users at 50 to deter abuse; paid tiers are uncapped.
Can different agents be on different tiers?
Yes. Put your change managers on Professional, your first-line analysts on Essentials, your read-only auditors on free Viewer seats. The right modules become available for each seat automatically. You'll see one consolidated invoice with one line per tier.
How does the trial work?
Sign up for free and you get 14 days on Professional features, no card required. At day 15, you choose a tier or stay on Free Starter — your data is preserved either way. Upgrades take effect immediately, prorated to the day.
How are upgrades, downgrades, and cancellations handled?
Tenant admins can upgrade tiers and add seats self-serve, prorated immediately. Downgrades and cancellations are handled by Ether-X — file a request from the billing console and we execute, applying the contractual 60-day notice. Service cannot end more than 30 days before a paid term you've already invoiced.
What happens if a payment fails?
Stripe runs smart retries first. If a payment is still missing, you get a 14-day soft warning, then a 60-day read-only grace period — you keep all your data, you just can't create new tickets. After day 75 we delete data, with explicit notice. There is no surprise wipe.
Can I pay by invoice or BACS instead of card?
Yes, on Business and Enterprise tiers with 10+ seats. Stripe issues the invoice; you pay by BACS or bank transfer to terms agreed in the contract. Card and direct debit remain available on every tier.
Are there discounts for charities or education?
20% off list for verified charities and education customers (.edu / .ac.uk domains, or registered charity numbers). Verification is manual and applied by our team — contact sales with your details and we'll set it up before your first paid invoice.
Can I see the contract terms before I sign?
Yes — the master service agreement, DPA, and sub-processor list are published. Contact us and we'll send the current revision; no NDA required to read the standard terms.