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5 hours ago - edited 4 hours ago
A big part of what you get with ServiceNow Impact is help from our team of experts. Let's walk you through what you get and who you can work with, so you know exactly where to go!
Some of this might look and feel a little bit different based on the Impact plan that you've purchased (e.g. Guided, Guided with Add-Ons, or Total), so we'll walk you through the details below:
1️⃣ 24/7 Support - this one's simple. If you're paying for Impact, when you've got a P1 or P2 incident, we're available around the clock, every day of the week to fix it
2️⃣ Impact Squad - this is a team of ServiceNow Experts who are there for you when you need help. Here's who you'll work with:
📝 Customer Success Manager - your main Impact point of contact for coordinating ANY Impact related activities
💡 Customer Success Executive - your strategic advisor who can help you craft your business transformation plans
🚀 Platform Architect - your technical advisor who can help you grow your platform while making sure it stays healthy
🆘 Support Account Manager - your mechanic who you can call when something's broken on your platform
There are some differences based on the Impact Plan you have. If you're a Guided customer, you'll have a Customer Success Manager. If you're a Total customer, you'll have the whole gang we've listed above. If you're a Guided customer with Add-Ons, you'll have something in between depending on the Add-Ons that you've purchased.
3️⃣ Accelerators - these are mini working sessions where you can get help with a specific topic. These can be as quick as an hour, all the way up to multiple sessions over a few weeks. There are three different types of Accelerators:
👨🏫 Technical - for learning more about a new ServiceNow product, or optimizing something you've already implemented
🤝 Strategy - for setting up your organizational structure and processes to get the most out of ServiceNow
💚 Architecture - for building a strong, healthy, and scalable technical foundation for your platform
Once again, depending on the Impact Plan you have, you'll have access to different Accelerators. Check out our Accelerator Catalog HERE to learn more.
4️⃣ Developer Support - you can submit up to 200 lines of code at a time for one of our support engineers to help you fix.
One caveat - Developer Support is a break/fix service covering existing code that is now defective, so you wouldn't be able to use it to workshop or test new code implementations.
If you've got more questions, check out some of the links below:
For details about 24/7 Support terms:
For more information about the Impact Squad:
For more information about Impact Accelerators:
Architecture Accelerator Catalog
For instructions on how to request Developer Support:
