Developer Support

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Developer Support

    Developer Support is an Impact Initiative designed to help ServiceNow customers quickly identify the right technical stakeholders and named contacts for accessing Developer Support. It facilitates faster resolution of issues related to customizations by providing expert assistance and insights into the scope of custom code and configurations within the ServiceNow platform.

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    This offering is included in the Advanced and Total Impact packages and focuses on troubleshooting and debugging custom code rather than preventative maintenance.

    Key Features

    • Named Contact Identification: A ServiceNow Support Account Manager (SAM) assists in determining the appropriate stakeholders to be named contacts authorized for Developer Support access.
    • Specialized SME Assistance: Access to subject matter experts who provide specialized troubleshooting help for customizations including business rules, UI scripts, script includes, and UI macros.
    • Code Review: Up to 200 lines of custom code can be reviewed within a break-fix model to identify and resolve issues.
    • Service Level Agreement: Requests are handled under a Priority 3 (P3) SLA, focusing on break-fix scenarios only.
    • Developer Support Session: A 30-minute session to review the offering, clarify scope, explain named contact access, and guide customers on submitting support requests.

    Customer Responsibilities

    • Platform Owner (Required): Oversees the ServiceNow platform, aligns teams with business strategy, and governs platform usage.
    • System Administrator(s) (Recommended): Maintains platform stability, manages support cases, and implements configuration tasks and features.
    • Developer(s) (Recommended): Writes and manages custom code on the platform.
    • Subject Matter Expert(s) (Recommended): Provides strong knowledge of customization processes without necessarily being developers.

    Exclusions and Limitations

    Developer Support does not cover detailed data reviews, hands-on technical troubleshooting or configuration, performance solutioning or scoping, or decision-making responsibilities. Its scope is strictly limited to break-fix support of custom code within the defined customization areas.

    Get Started with Developer Support is an Impact Initiative that facilitates the understanding of the Developer Support offering and identification of named contacts for requesting Developer Support.

    Overview

    Get Started with Developer Support helps you expedite identifying technical stakeholder solutions to issues with access to Developer Support. The Initiative includes the following benefits:

    • Enables a ServiceNow Support Account Manager (SAM) to help you determine the stakeholders to be named as contacts for Developer Support access
    • Equips admins and developers with a streamlined method for resolving issues associated with existing customizations
    • Provides access to a specialized subject matter expert (SME) to assist in troubleshooting customizations
    • Delivers insights into customization scope, including business rules, UI (user interface) scripts, script includes, and UI macros
    • Provides a review of up to 200 lines of custom code in a break-fix model

    Developer Support is available in the Advanced and Total Impact packages and offers expert assistance in troubleshooting and debugging customization-related issues. For more information on Developer Support, see Impact Developer Support.

    Developer Support Troubleshooting and assistance
    Specialized SME Specialized SME to help you troubleshoot your customizations
    Broad scope Customization scope, which includes business rules, UI scripts, script includes, and UI macros
    Reviews actual code Review of up to 200 lines of code
    Priority 3 Service Level Agreement (P3- SLA) Requests are handled on a P3 basis
    Break-fix code only Developer Support only troubleshoots custom code break-fix model and not a preventative model

    What you get

    Developer Support review session (30 minutes)
    • Review of the Developer Support offering and what is in scope and out of scope
    • Explanation of the exclusive access provided to the named contacts
    • Identification of proper stakeholders to be named contacts for Developer Support
    • How to add or edit named contacts for Developer Support
    • Walk through of submitting a Developer Support request

    Requested customer resources

    Customer resource Responsibilities
    Platform Owner (Required) Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the system administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.
    System Administrator(s) (Recommended) Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. 
    Developer(s) (Recommended) Writes code for the ServiceNow platform.
    Subject Matter Expert(s) (Recommended) Non-developers with strong knowledge of processes around customizations.

    Exclusions and limitations

    Get Started with Developer Support does not include:

    • A detailed review of your data
    • Technical, hands-on troubleshooting or configuration
    • Solutioning and scoping related to performance data
    • Decision making