SysAid

sysaid.com

SysAid declares 13 subprocessors in its subprocessor list, which we last checked on Nov 11, 2026 (evidence). They include Amazon Web Services, OpenAI and Microsoft. No published changes since we first read it on Oct 29, 2026.

Subprocessors CSV · Atom DORA draft CSV what's this? · 

13 third parties.

NamePurposeLocationListed since
Antropic AI
Anthropic's Claude models provide the code generation capability within SysAid's AI Agent Builder, translating an administrator's description of a workflow into a working agent. By default, Anthropic does not use inputs or outputs from its commercial API to train its models. Anthropic maintains SOC 2 Type II, ISO/IEC 27001 and ISO/IEC 42001 certification, the latter covering AI management systems.
Code generation in AI Agent Builder
AWS
Cloud infrastructure provider hosting all SysAid Cloud production environments and customer data. Customers select their hosting region, and production data remains within that region. AWS is a carved-out subservice organization in SysAid's SOC 2 Type II report and holds its own ISO 27001, SOC 2 and PCI DSS attestations.
Hosting
GFI Software
GFI Software provides the patch management and vulnerability assessment capability behind SysAid's Patch Management add-on. It processes endpoint and asset data - such as operating system and application versions, patch status and configuration details - to identify missing updates and deploy them to managed devices.
Patch Management
Microsoft Azure AI
Azure OpenAI Service provides large language model inference for SysAid Copilot and SysAid's AI capabilities. Prompts and responses are processed within Microsoft's Azure environment, are not shared with OpenAI, and are not used to train or improve foundation models. The models are stateless and retain no prompt or response content. Governed by the Microsoft Products and Services Data Protection Addendum.
OpenAI offering
Mistral AI AI
Mistral AI provides the optical character recognition and document parsing capability used to extract text and structure from files attached to SysAid tickets, so their contents can be searched and acted on within the platform. Mistral AI is headquartered in the European Union and publishes model documentation for its OCR models in line with the EU AI Act.
Document parsing
Mixpanel
Mixpanel provides the product analytics used to understand how SysAid features are adopted, where users encounter friction, and how engagement changes over time, so the product can be improved. Mixpanel receives interaction events and associated identifiers only. It does not receive ticket content, attachments, or knowledge base articles.
A product analytics tool to track user interactions, monitor engagement trends, and improve the overall user experience.
OpenAI AI
OpenAI's API Platform provides large language model inference for SysAid Copilot and SysAid's AI capabilities. Inputs and outputs submitted through the API are not used to train OpenAI's models and are retained for no more than 30 days for abuse detection before deletion. The API Platform is SOC 2 Type 2 audited and processes personal data under a data processing addendum.
OpenAI offering
Qlik
Analytics platform; Analytics platform powering SysAid's advanced reporting and dashboards, processing service desk data for customers who have licensed Analyst Seats. Qlik is an AWS partner hosted on AWS, so processing remains within AWS infrastructure.
Splashtop
Provides the remote support capability integrated into SysAid, enabling technicians to connect to an end user's device directly from a ticket to diagnose and resolve issues. Remote session traffic is transmitted through Splashtop's infrastructure. Applicable only to customers who have licensed the Splashtop integration; customers without it are unaffected.
Remote Control
TeamViewer
Enables remote control sessions to be initiated from within SysAid, allowing technicians to connect to an end user's device to diagnose and resolve issues. Remote session traffic is transmitted through TeamViewer's infrastructure. Applicable only to customers who have licensed the TeamViewer integration; customers without it are unaffected.
Remote Control
Workato
Workato provides the integration and workflow automation platform (iPaaS) that connects SysAid with third-party business systems. The data processed depends on the integrations and recipes each customer configures, and may include ticket, asset and user records passed between SysAid and the connected systems. Available only to customers whose SysAid edition includes Workato.
Integration & Workflow Platform/ iPaas
Zapier
Zapier enables integration between SysAid and third-party services. It is not active by default: a connection must be explicitly enabled through the SysAid Marketplace by an authorized user. Where enabled, the data shared depends on the specific automation the customer configures, and may include ticket and user records passed to the connected service. No data is shared with Zapier unless a customer has enabled it.
Integration with third-party services
Zilliz
Zilliz provides the managed vector database used by SysAid's AI capabilities to store and query vector embeddings generated from service desk content such as tickets and knowledge base articles. These embeddings enable semantic search and retrieval, allowing SysAid Copilot and AI agents to surface relevant information. Zilliz Cloud holds SOC 2 Type II certification covering security, availability and confidentiality, and supports regional data residency.
Provides a vector database to power AI-driven search, recommendation systems, and efficient processing of unstructured data.

Web TechnologiesCSV · Atom

SysAid's homepage made 86 requests to 11 domains, and 6 services controlled by another company.

Advertising (1): Google CloudAnalytics (1): CloudflareA/B Testing (1): ConvertCookie compliance (1): TermlyOther (2): JavaScript libraries: NitroPack; reviewed as Video players: Vimeo

6 third parties by category: Advertising 1Analytics 1A/B Testing 1Cookie compliance 1Other 2

Third parties 6 · 70 requests
NitroPack NitroPack WordPress jQuery 3.7.1 jQuery Migrate 3.4.1 34% of the page's requests 29
Vimeo vimeocdn.com, vimeo.com 23% of the page's requests 20
Google Cloud DoubleClick Floodlight Google Analytics Google Tag Manager 13% of the page's requests 11
Termly Termly 8% of the page's requests 7
Convert Convert 2% of the page's requests 2
Cloudflare Cloudflare Browser Insights 1% of the page's requests 1
First party 1 · 16 requests
SysAid Bootstrap 4.6.2 Cloudflare Font Awesome HSTS HTTP/3 LazySizes MySQL Open Graph PHP Priority Hints Site Kit 1.188.0 Swiper Vimeo Webpack Yoast SEO 19% of the page's requests 16

5 tracked companies loaded by the homepage are not in SysAid's subprocessor list. A website can use a service without it processing customer data.

ComplianceCSV · Atom

Certified
Says it complies with

Certifications as SysAid's trust center lists them; reports are usually shared on request (evidence)

Security recordCSV · Atom

What public security catalogs list for SysAid, in their words.

Known exploited vulnerabilities

3 vulnerabilities in SysAid's software that CISA lists as exploited in the wild.

CVEProductVulnerabilityListed
CVE-2025-2775SysAid On-PremSysAid On-Prem Improper Restriction of XML External Entity Reference Vulnerability
CVE-2025-2776SysAid On-PremSysAid On-Prem Improper Restriction of XML External Entity Reference Vulnerability
CVE-2023-47246SysAid ServerSysAid Server Path Traversal Vulnerability used by ransomware

Source: CISA Known Exploited Vulnerabilities catalog (evidence)

Service statusCSV · Atom

Aug 15: no incident reportedAug 16: no incident reportedAug 17: no incident reportedAug 18: no incident reportedAug 19: no incident reportedAug 20: no incident reportedAug 21: no incident reportedAug 22: no incident reportedAug 23: no incident reportedAug 24: no incident reportedAug 25: no incident reportedAug 26: no incident reportedAug 27: no incident reportedAug 28: no incident reportedAug 29: no incident reportedAug 30: no incident reportedAug 31: no incident reportedSep 1: no incident reportedSep 2: no incident reportedSep 3: no incident reportedSep 4: no incident reportedSep 5: no incident reportedSep 6: no incident reportedSep 7: no incident reportedSep 8: no incident reportedSep 9: no incident reportedSep 10: no incident reportedSep 11: no incident reportedSep 12: no incident reportedSep 13: no incident reportedSep 14: no incident reportedSep 15: no incident reportedSep 16: no incident reportedSep 17: no incident reportedSep 18: no incident reportedSep 19: no incident reportedSep 20: no incident reportedSep 21: no incident reportedSep 22: no incident reportedSep 23: no incident reportedSep 24: no incident reportedSep 25: no incident reportedSep 26: no incident reportedSep 27: no incident reportedSep 28: no incident reportedSep 29: no incident reportedSep 30: no incident reportedOct 1: no incident reportedOct 2: no incident reportedOct 3: no incident reportedOct 4: no incident reportedOct 5: no incident reportedOct 6: no incident reportedOct 7: 1 incident (1 no impact stated)Oct 8: no incident reportedOct 9: no incident reportedOct 10: no incident reportedOct 11: no incident reportedOct 12: no incident reportedOct 13: no incident reportedOct 14: no incident reportedOct 15: no incident reportedOct 16: no incident reportedOct 17: no incident reportedOct 18: no incident reportedOct 19: no incident reportedOct 20: no incident reportedOct 21: no incident reportedOct 22: no incident reportedOct 23: no incident reportedOct 24: no incident reportedOct 25: no incident reportedOct 26: no incident reportedOct 27: no incident reportedOct 28: no incident reportedOct 29: 1 incident (1 no impact stated)Oct 30: no incident reportedOct 31: no incident reportedNov 1: no incident reportedNov 2: no incident reportedNov 3: no incident reportedNov 4: no incident reportedNov 5: no incident reportedNov 6: no incident reportedNov 7: no incident reportedNov 8: no incident reportedNov 9: no incident reportedNov 10: no incident reportedNov 11: no incident reportedNov 12: no incident reported

90 days agotoday

  • 2 incidents in 90 days
  • 0 major or critical
  • 8 h 13 min typical time to resolve
BeganIncidentImpactLasted
INST06 Currently Unavailableno impact stated30 min
Service disruptions / Performance degradationno impact stated8 h 13 min
Performance issues on INST15EU instanceno impact stated47 min
Monitoring - Service disruption affecting ticket managementno impact stated1 h 44 min
Service disruptions / Incoming Email Integrationno impact stated1 h 51 min
Service disruptions / Performance degradationno impact stated1 h 56 min
Service disruptions / Performance degradationno impact stated5 h 39 min
Service disruptions / Performance degradationno impact stated2 h 30 min

Incidents per month

0 3 6 Dec 2025: 0 incidents Jan 2026: 1 incident (1 no impact stated) · typical time to resolve 43 min Feb 2026: 3 incidents (3 no impact stated) · typical time to resolve 36 min Mar 2026: 6 incidents (6 no impact stated) · typical time to resolve 40 min Apr 2026: 0 incidents May 2026: 0 incidents Jun 2026: 1 incident (1 no impact stated) · typical time to resolve 27 min Jul 2026: 6 incidents (6 no impact stated) · typical time to resolve 1 h 56 min Aug 2026: 0 incidents Sep 2026: 0 incidents Oct 2026: 2 incidents (2 no impact stated) · typical time to resolve 8 h 13 min Nov 2026: 0 incidents Dec 2025Jan 2026Feb Mar Apr May Jun Jul Aug Sep Oct Nov

critical major minor no impact stated

Components affected

ComponentIncidents
INST05US - N. Virginia1
INST06US - N. Virginia1

As SysAid's status page reports its own incidents (scheduled maintenance left out), read every few hours since (evidence)

Incidents reported by SysAid's subprocessorsCSV · Atom

73 reported incidents in the last 30 days, by 7 of the vendors SysAid lists as subprocessors.

A subprocessor list names a company, not the service an incident touched. This does not show that SysAid was involved.

DateCompanyIncidentImpactLasted
OpenAIUnable to start new Workspace Agent runs criticalongoing
OpenAIElevated errors affecting logins, sign-ups, and ChatGPT features minor8 min
AnthropicElevated errors on Fable 52 and Mythos 52 no impact stated1 min
OpenAIIncorrect cost data in Costs API exports no impact stated2 h 20 min
OpenAIElevated Errors On API minor42 min
OpenAIElevated ChatGPT Conversation Errors minor52 min
OpenAIElevated errors with image generation minor1 h 49 min
AnthropicDegraded performance for Claude Fable 5.1 minor26 min
OpenAIElevated error rates with some U.S. business Mastercards no impact stated3 days
OpenAIChatGPT Work and Dots Errors minor13 h 6 min
WorkatoAPI Platform Performance Degradation minor2 h 27 min
MixpanelDuplicate charges on a subset of customer accounts no impact stated—
OpenAIElevated error rates across paid ChatGPT plans minor1 h 54 min
ZapierChat with Sales temporarily unavailable no impact stated3 h 28 min
ZapierDelayed or failed template recommendations and template setup no impact stated36 min
TeamViewerLicense provider no impact stated30 min
TeamViewerManaged Devices functionality major24 min
OpenAIFile upload errors in ChatGPT minor4 h 52 min
Zapier"Chat with Sales" page not loading no impact stated36 min
OpenAIElevated errors with search in Dots, ChatGPT Work, and certain ChatGPT thinking experiences minor1 h 35 min
WorkatoWebhooks Performance Degradation minor2 h 42 min
OpenAIElevated errors for GPT Image 2 API image edits minor4 h 1 min
ZapierDiscord integration issues no impact stated2 h 39 min
WorkatoIntermittent errors in knowledge base search minor—
AnthropicElevated errors affecting the Google Calendar connector minor3 h 46 min

And 48 more. All of them: CSV · Who is around them.

ChangesCSV · Atom

See the list as we read it on any date: Time machine

  1. Added certification: CSA STAR evidence
Rating badge for SysAid's site

SysAid transparency rating

It updates with the rating.

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