Sunrise Software

Name: Sunrise Software
Brand: Sunrise Software

Empowering organisations to deliver services and manage processes through powerful service management solutions.

Est 1994|41 Ref Customers

LinkedIn 1K|Website|FTEs 35|HQ London, England, GB

MarketsSelf-Service FAQ / Knowledge Base IT Service Desk (ITSM)

01Competitive Landscape

| Aspect | Sunrise Software (Sunrise ITSM) | Freshservice | Jira Service Management | |--------|-------------------------------|--------------|--------------------------| | Starting Price | Public UK G-Cloud documentation shows published per-user pricing for small teams on a multi-year basis; discounts at higher volumes; separate portal fees | Publicly marketed as tiered per-agent pricing; exact numbers vary by region/term; widely cited market range across tiers depending on feature set (verify current list price in your region) | Published tiers including Free and paid plans; commonly referenced Standard and Premium per-agent tiers (verify current list price) | | Best For | UK public sector / mid-market organisations wanting ITSM + ESM expansion and configurable workflows; teams prioritising end-user self-service and knowledge management | Teams wanting quick SaaS deployment, modern UX, and packaged ITSM; organisations comfortable with tiering and potential add-ons | Organisations already in Atlassian ecosystem needing tight Jira/Confluence integration; agile/engineering-friendly ITSM | | Key Strength | No-code workflow/process engine positioning; Azure-based SaaS; emphasis on knowledge/self-service in public materials | Ease of adoption + broad SMB/mid-market adoption; large ecosystem; strong time-to-value narrative | Deep integration with Jira Software/Confluence; flexible workflows; strong for dev/IT collaboration | | Key Weakness | Community commentary flags perceived high price and dated agent-side UX; pricing is less transparent on main site; fewer visible reviews | Buyer reports often cite complexity in total bill (tiers, AI seats, meters); can require add-ons for some functionality | Can require technical admin effort and configuration; may feel complex for non-Atlassian organisations | - Direct competitors and their key differentiators - ServiceNow - Enterprise-scale breadth, extensive ecosystem, strong ITOM/CMDB depth, but typically higher cost and heavier implementation effort. - HaloITSM - Often noted for flexibility and comprehensive features; implementation requires skilled administration. - ManageEngine ServiceDesk Plus - Frequently chosen for cost-effectiveness and integrated asset management; UI/reporting perceived by some as less modern. - TOPdesk - Positioned for ITSM + ESM expansion and public sector/education; often described as user-friendly but pricing can be mid-to-high. - Feature comparison: where Sunrise may excel vs lag behind (evidence-based) - Likely strengths (supported by official materials) - Configurable workflows/no-code process engine - REST API integrations and Microsoft ecosystem alignment (Azure hosting, Power BI integration messaging) - ESM positioning beyond IT - Potential lag risks (supported by community commentary, not large-scale review evidence) - Agent-side UI perceived as dated - Value/efficiency gains questioned relative to price - Pricing comparison: value proposition vs alternatives - Sunrise’s publicly surfaced UK government pricing suggests mid-to-high per-agent costs for small teams on a multi-year contract, plus separate portal fees. - Freshservice and Jira Service Management generally provide publicly documented tiered pricing (though Freshservice total bill can be shaped by tiering/add-ons, and Jira may require add-on apps for some enterprise needs). - Customer testimonials comparing Sunrise to competitors - Direct, attributable cross-vendor comparisons in verified review text were not located in accessible sources for Sunrise specifically. - Community discussion provides anecdotal comparative positioning (e.g., Sunrise vs HaloITSM, ManageEngine, Jira) but should be treated as qualitative. - Market share and adoption trends - No credible market share figures specific to Sunrise were found in accessible sources during this research. - Adoption evidence is primarily via Sunrise’s case studies and UK public-sector positioning. - When customers choose competitors instead (and why) - Jira Service Management is often selected by organisations standardised on Atlassian tooling. - Freshservice is often selected for faster time-to-value and straightforward SaaS adoption. - ServiceNow is selected when enterprise breadth and implementation funding are available. - Community commentary suggests Sunrise can lose deals on perceived price/value and agent UX.

01Competitive Landscape

Aspect	Sunrise Software (Sunrise ITSM)	Freshservice	Jira Service Management
Starting Price	Public UK G-Cloud documentation shows published per-user pricing for small teams on a multi-year basis; discounts at higher volumes; separate portal fees	Publicly marketed as tiered per-agent pricing; exact numbers vary by region/term; widely cited market range across tiers depending on feature set (verify current list price in your region)	Published tiers including Free and paid plans; commonly referenced Standard and Premium per-agent tiers (verify current list price)
Best For	UK public sector / mid-market organisations wanting ITSM + ESM expansion and configurable workflows; teams prioritising end-user self-service and knowledge management	Teams wanting quick SaaS deployment, modern UX, and packaged ITSM; organisations comfortable with tiering and potential add-ons	Organisations already in Atlassian ecosystem needing tight Jira/Confluence integration; agile/engineering-friendly ITSM
Key Strength	No-code workflow/process engine positioning; Azure-based SaaS; emphasis on knowledge/self-service in public materials	Ease of adoption + broad SMB/mid-market adoption; large ecosystem; strong time-to-value narrative	Deep integration with Jira Software/Confluence; flexible workflows; strong for dev/IT collaboration
Key Weakness	Community commentary flags perceived high price and dated agent-side UX; pricing is less transparent on main site; fewer visible reviews	Buyer reports often cite complexity in total bill (tiers, AI seats, meters); can require add-ons for some functionality	Can require technical admin effort and configuration; may feel complex for non-Atlassian organisations

Direct competitors and their key differentiators
- ServiceNow
  - Enterprise-scale breadth, extensive ecosystem, strong ITOM/CMDB depth, but typically higher cost and heavier implementation effort.
- HaloITSM
  - Often noted for flexibility and comprehensive features; implementation requires skilled administration.
- ManageEngine ServiceDesk Plus
  - Frequently chosen for cost-effectiveness and integrated asset management; UI/reporting perceived by some as less modern.
- TOPdesk
  - Positioned for ITSM + ESM expansion and public sector/education; often described as user-friendly but pricing can be mid-to-high.
Feature comparison: where Sunrise may excel vs lag behind (evidence-based)
- Likely strengths (supported by official materials)
  - Configurable workflows/no-code process engine
  - REST API integrations and Microsoft ecosystem alignment (Azure hosting, Power BI integration messaging)
  - ESM positioning beyond IT
- Potential lag risks (supported by community commentary, not large-scale review evidence)
  - Agent-side UI perceived as dated
  - Value/efficiency gains questioned relative to price
Pricing comparison: value proposition vs alternatives
- Sunrise’s publicly surfaced UK government pricing suggests mid-to-high per-agent costs for small teams on a multi-year contract, plus separate portal fees.
- Freshservice and Jira Service Management generally provide publicly documented tiered pricing (though Freshservice total bill can be shaped by tiering/add-ons, and Jira may require add-on apps for some enterprise needs).
Customer testimonials comparing Sunrise to competitors
- Direct, attributable cross-vendor comparisons in verified review text were not located in accessible sources for Sunrise specifically.
- Community discussion provides anecdotal comparative positioning (e.g., Sunrise vs HaloITSM, ManageEngine, Jira) but should be treated as qualitative.
Market share and adoption trends
- No credible market share figures specific to Sunrise were found in accessible sources during this research.
- Adoption evidence is primarily via Sunrise’s case studies and UK public-sector positioning.
When customers choose competitors instead (and why)
- Jira Service Management is often selected by organisations standardised on Atlassian tooling.
- Freshservice is often selected for faster time-to-value and straightforward SaaS adoption.
- ServiceNow is selected when enterprise breadth and implementation funding are available.
- Community commentary suggests Sunrise can lose deals on perceived price/value and agent UX.

Aspect

Sunrise Software (Sunrise ITSM)

Freshservice

Jira Service Management

Starting Price

Public UK G-Cloud documentation shows published per-user pricing for small teams on a multi-year basis; discounts at higher volumes; separate portal fees

Publicly marketed as tiered per-agent pricing; exact numbers vary by region/term; widely cited market range across tiers depending on feature set (verify current list price in your region)

Published tiers including Free and paid plans; commonly referenced Standard and Premium per-agent tiers (verify current list price)

Best For

UK public sector / mid-market organisations wanting ITSM + ESM expansion and configurable workflows; teams prioritising end-user self-service and knowledge management

Teams wanting quick SaaS deployment, modern UX, and packaged ITSM; organisations comfortable with tiering and potential add-ons

Organisations already in Atlassian ecosystem needing tight Jira/Confluence integration; agile/engineering-friendly ITSM

Key Strength

No-code workflow/process engine positioning; Azure-based SaaS; emphasis on knowledge/self-service in public materials

Ease of adoption + broad SMB/mid-market adoption; large ecosystem; strong time-to-value narrative

Deep integration with Jira Software/Confluence; flexible workflows; strong for dev/IT collaboration

Key Weakness

Community commentary flags perceived high price and dated agent-side UX; pricing is less transparent on main site; fewer visible reviews

Buyer reports often cite complexity in total bill (tiers, AI seats, meters); can require add-ons for some functionality

Can require technical admin effort and configuration; may feel complex for non-Atlassian organisations