| Feature | On-Premise | Cloud |
|---|
| Easy web based access |  |
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| Provision to create custom tracking fields | |
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| Minimal learning curve supported with simple user training | |
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| Supports ITIL Standards | |
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| Configuration wizard to setup software | |
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| Data Archiving | |
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| Service Catalog | |
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| Incident Management | |
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| Problem Management | |
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| Change Management | |
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| Integrated CMDB | |
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| Project Management | |
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| Custom Application Platform | - | |
| Request mode | ||
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| Multi-site Support | |
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| Right-to-left language support | |
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| Central repository to log and track issues | |
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| Auto-generation of tickets | |
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| Announcements to display important crisis to the users | |
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| Maintenance Contracts links | |
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| Send and receive email from the application | |
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| Automatically merge email replies as conversations | |
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| Send and receive SMS (short message services) from the application | |
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| Email Parser | |
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| Automatic classification and routing of messages | |
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| Forward requests manually and automatically | |
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| Request Form Customization | |
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| Dynamic request forms with field and form rules | |
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| Linking two similar requests | |
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| Merge service requests | |
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| Rich text editor and ability to add attachments | |
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| Requests Scheduling | |
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| Technician Calendar | |
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| Real-time request collaboration | |
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| Request sharing with end users and agents | |
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| Technician access roles | |
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| Fine grained authorizations | |
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| Creating multiple tasks for the request | |
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| Handling of dependent task | |
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| Email Spam Filter & Email Notification Filter | |
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| Classification and routing based on work groups | |
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| Instant request and workstation history | |
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| Timeline view of request history | |
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| Sort and filter request history | |
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| Request classification by category | |
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| Combined request and task view | |
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| Communicate priorities and severities along with the request | |
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| Automatic escalation of requests based on Business Rules | |
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| Trigger email when a business rule is matched | |
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| Apply business rule after editing a request | |
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| Continue with subsequent business rules after one rule is matched | |
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| Queue support to efficiently manage technicians | |
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| Provision to attach documents to a request | |
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| Manage, edit, assign, and close tickets as a group | |
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| Request Closing Rules | |
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| Automatic closure of ticket upon denial of request | |
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| Manager Dashboard | |
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| Round Robin method to assign tickets | |
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| Ticket Load Balancing | |
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| Ability to import categories, sub categories, and items from CSV | |
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| Configure request action menu | |
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| Configure workflows with custom triggers | |
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| Self-service portal included with the Help Desk | |
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| Is it web-based? | |
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| End users can create new requests | |
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| End users can create new Service Requests | |
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| Check status and update existing requests | |
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| Update contact details | |
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| Search knowledge base for users | |
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| Access to knowledge management services for technicians | |
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| Approval for newly added solution | |
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| Keyword search to find solutions based on request description | |
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| Indexed document search for faster results | |
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| Search history with previously resolved requests | |
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| Rich text editor | |
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| Configure different levels of escalation | |
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| Automate escalations during escalation | |
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| Notify before SLA is breached | |
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| First Response based SLA | |
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| Pre-built standard reports | |
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| Custom reports in tabular format | |
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| Flash Reports | |
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| Integration with third party reporting software like Crystal Reports | |
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| Reports to be exported as .csv, .xls and Pdf format | |
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| Reports Scheduler (Auto generation & distribution) | |
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| Analyze trends and performance levels | |
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| Real-time update on reports | |
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| Save and schedule customized reports | |
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| Query Reports from UI | |
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| Barcode scanning | |
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| Automatic discovery of workstations in the network | |
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| Discovery of all IP devices such as printer, scanner etc. | |
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| Discovery and complete scan for Windows, Linux and Mac machines | |
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| Distributed workstation scan | |
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| a) Import assets from CSV | |
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| b) Import software licenses from CSV | |
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| Vendor and asset associations along with details | |
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| Assets and Asset relationships | |
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| Asset History along with the request | |
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| Define business rules for assets | |
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| Software compliance | |
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| Support for Client Access License (CAL) and Volume based Software licensing. | |
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| Build asset list dynamically scanning networks or importing files | |
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| Remote Control | |
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| Manage purchase requests | |
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| Directly contact vendor from application | |
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| Integration with purchase, assets, and vendors | |
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| Purchase order approval system | |
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| Add invoice details to the PO | |
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| Reconciling purchased asset with scanned asset | |
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| Create and manage contracts | |
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| Add information and attach documents related to contract | |
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| Associate contracts to Assets | |
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| Generate alarms before contracts expire | |
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| Record Service Request | |
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| Managing the menu as Service Categories and Services | |
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| Service Level Agreement | |
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| Service Request Approval | |
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| Add tasks to the Service Request | |
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| Add Resources to the Catalog | |
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| Manage the catalog for different user groups | |
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| Classification between IT and Business Service Categories | |
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| Incident Classification | |
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| Record Service Requests | |
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| Impact | |
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| Urgency | |
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| Priority | |
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| Status (e.g., Open, On hold, Closed, etc.) | |
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| Link incidents to assets and CIs | |
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| Incident Templates | |
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| Problem detection and classification | |
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| Initiate new problem from incident | |
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| Initiate/Record new problem | |
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| Associate multiple incidents to a single problem | |
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| Problem priority | |
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| Add analysis on root cause, impact etc. | |
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| Add workaround, solutions or known-error | |
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| Problem closure | |
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| Create custom change templates | |
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| Create configurable change workflows | |
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| Create dynamic templates with field and form rules | |
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| Initiate/Record new change request | |
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| Initiate change request from incident/problem | |
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| Associate multiple incidents/problems to a change | |
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| Create Change Advisory Boards (CABs) | |
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| Send for approval to CAB members | |
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| Add impact analysis, root cause and symptoms | |
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| Record workarounds and solutions | |
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| Coordinate change implementation | |
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| Review changes | |
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| Make announcements to technicians and/or end users | |
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| Change Workflows | |
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| Trigger custom actions using change custom triggers | |
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| Define relationships between assets based on their dependence | |
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| Define and manage assets to ensure uninterrupted IT service | |
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| Relationship chart explaining the relationship between assets, workstations, software, people, etc. | |
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| Define CI types and Relationship types | |
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| Attaching documents for CIs | |
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| Map view for the CI relationships | |
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| Integration of incident, problem and change with CMDB | |
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| Create custom project templates | |
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| Import data from MS Projects | |
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| Projects, Milestones & Tasks Integrations | |
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| Task Planning & Management | |
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| Project History | |
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| Effort Estimation | |
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| Notifications & Comments | |
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| Notifications & Comments | |
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| Gantt View | |
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| Project Overview Map | |
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| Integration with email | |
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| Integration with short message services (text) | |
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| API Integration | |
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| API for Outlook integration | |
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| Integration with Microsoft Actionable Messages | - | |
| Integration with Op Manager | |
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| Integration with Zoho Reports | |
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| Integration with Active Directory | |
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| Integration with Android and iOS devices | |
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| Integration with remote control | |
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| Integration with Desktop Central | |
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| Integration with Site24x7 | |
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| Live Chat | |
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| SMS Gateway | |
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| Skype Integration | |
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| Provision to attach files from cloud | - | |
| SCCM Integration | |
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| Create custom forms with varied field/date types in the Drag and Drop Interface | - | |
| Add custom validations, actions, triggers and define custom workflows | - | |
| Share custom app with specific users | - | |
| Refer to important ticket data via look ups | - | |
| Host your custom apps in any portal of your convenience as web forms | - | |
| Custom Schedules | |
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| Operating Systems supported (Indicates versions under comments) | ||
| Windows | |
NA |
| Linux | |
NA |
| Databases supported (Indicates versions under comments) | ||
| Oracle | - | NA |
| MSSQL | |
NA |
| MYSQL | |
NA |
| Postgres | |
NA |
| Browsers supported | ||
| Internet Explorer | |
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| Firefox | |
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| Chrome | |
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| Standard Edition | FREE for up to 5 techs. | On-Premise | Cloud |
| Professional Edition | FREE for up to 2 techs and 250 nodes. | ||
| Enterprise Edition | FREE for up to 2 techs and 250 nodes. | ||
| Subscription Model | Yearly & perpetual basis | Monthly & yearly basis | |