Decent, inexpensive solution provided you understand the constraints

It takes weeks for any support issues to be resolved. It's a back-and-forth email tag game with support being overseas where it's almost non-helpful. I have had to leverage my account exec to get anything done. When you are able to sign up for tier-two support, it takes weeks to get it, and their calendars are booked for a week or two--and it happens at odd times like midnight due to time zone differences.

Once you are walked through how to configure the tool for the various modules, its not difficult to maintain--provided you keep up to date on any large feature releases where core functionality changes drastically. Overall, it's a fairly easy tool to use and not too complex, as opposed to other solutions I have leveraged at other companies.

SysAid would be well suited for implementations where a quick setup is optimal and where you don't need to integrate quickly to other solutions with an expected OOB connector. Custom development work would be required via API, which may not be an issue, depending on your organization. Some automation is available (e.g., Automate Joe); however, it's an add-on, so you feel like you're being nickel and dimed, which can be challenging if you didn't budget for this ahead of time.