What are ServiceNow SLA when your report an issue to HI?
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‎01-11-2018 05:06 AM
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‎01-11-2018 05:14 AM
Hi Howard,
SLAs are means of measuring time taken to acknowledge, work, resolve issue. Link Service Level Management concepts should help you understand better.
When you have an issue with your instance you can get back to HI. Make sure the issue is OOB & not something that you have customised on.
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‎03-08-2018 02:26 PM
I am also interested in understanding the SLA's when reporting an incident to ServiceNow Support using the HI tool. I don't believe the question was answered yet in this thread. Many thanks.
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‎09-14-2018 10:44 PM
Hey Howard,
The Hi support SLA information is as below. It is available on HI portal homepage.
| Priority | Definition | Target Initial Response | Coverage |
|---|---|---|---|
| P1 | Instance Unavailable | 30 minutes | Continuous |
| P2 | Mission‑critical defect | 2 hours | Continuous |
| P3 | Significant request or defect | 1 business day | Business hours |
| P4 | Important request or defect | N/A | Varies |
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‎06-10-2022 02:39 AM
no longer on 'Now Support' homepage, assume did not come over from 'HI'. Very difficult to find this information out by searching the site....
