Is there a resolution SLA for ServiceNow HI/Now Support cases?

Suggy
Giga Sage

3 hours ago

  • Is there an official resolution SLA for HI/Support cases?
  • If yes, where is the resolution timeline documented?
  • Or does ServiceNow only commit to a response target, with no fixed resolution timeline?
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1 REPLY 1

Hemanth M
Tera Sage

an hour ago

Hi @Suggy ,

 

Here is the Response Time Targets

Article Link:  https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547260

 

Impact Guided, Managed, Advanced are different subscription packs to get faster response  and resolution

HemanthM_0-1793725315488.png

 

Hope it helps!

Accept and hit Helpful if it helps.

Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025,2026
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