--- sourceDocument: Australia Impact sourceDocumentLink: https://www.servicenow.com/docs/r/australia/impact Release : - australia ft:locale : - en-US ft:publication_title : - Australia Impact ft:clusterId : - ipact bundleId : - ipact --- # Impact packages # Impact packages {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Impact packages Impact packages in ServiceNow provide a range of support tools, self-help resources, human-led engagements, discounts, and benefits tailored to your subscription level. These packages help you maximize value realization and optimize your ServiceNow platform experience through dashboards, personalized learning, coaching, and proactive recommendations. Show full answer Show less ## Impact Subscription Packages * **Guided:** Entry-level package offering a premium digital experience, enhanced technical support, curated content, and access to an Impact Squad team. * **Total:** Full solution including a designated expert team (Customer Success Executive, Platform Architect, Customer Success Manager, Support Account Manager), personalized recommendations, preventative tools, and access to multiple Accelerator consumptions. * **Integrated Success:** All Total package benefits plus expert-led support for program delivery, design, architecture, and technical implementation services with an extended expert team (Engineering Manager, Business Process Consultant, Solution Architect). ## Accelerator Consumption Each Impact package includes access to Accelerators from various sub-catalogs, enabling you to consume services that support architecture, strategy, technical improvements, and optimization: * **Guided:** One Accelerator at a time across all sub-catalogs. * **Total:** Seven total concurrent Accelerators---two each from Architecture, Strategy, and Technical sub-catalogs, and one from Optimization (Optimization access is limited to the newest Total versions). * **Integrated Success:** Full access to all Accelerators including platform optimization delivered via expert services, often initiated through Free Form initiatives. ## Add-On Packages Add-on packages provide additional flexibility, sold separately and priced per SKU per year. They enhance your Impact subscription with specialized entitlements such as: * Additional Strategy, Architecture, or Optimization Accelerator concurrencies. * Upgraded managed support with faster issue response times and expanded Support Account Manager coverage. * Access to Impact Developer Support seats. * Instance performance monitoring via Instance Observer with alerting and reporting capabilities. * Preventive Care services including bi-annual health reviews, performance diagnostics by engineers, guided remediation, and platform health monitoring with custom definitions and proposed fixes. ## Customer Agreements and Terms ServiceNow customers should review the specific Impact Accelerator descriptions and legal schedules for detailed terms and conditions applicable to their purchased packages and add-ons. Impact packages comprise support tools, self-help resources, human-led engagements, discounts, and additional benefits made available to you according to your impact subscription package. Impact has the following subscription packages: * Guided * Total * Integrated Success {#impact-packages__ul_jfc_kgk_kjc} Regardless of the package, all Impact customers get: * A great digital experience with value realization dashboards and intuitive journey builders. * Personalized learning and coaching with curated content and tailored learning aligned to your roadmap and role. * A smart recommendation engine that provides proactive insights, prescriptive alerts, and custom recommendations. {#impact-packages__ul_ocn_ztn_2xb} ## Descriptions {#impact-packages__section_mpc_4wg_sxb} If you have purchased an Impact offering, the applicable Impact Package description applies to your purchase. Guided : * Entry-level offerings including the Premium digital experience, enhanced technical support, and curated content. {#impact-packages__ul_vfg_l5l_wxb} Total : * The complete solution with a designated expert team, personalized recommendations, preventative tools, and much more. * Impact Squad Team: Customer Success Executive, Platform Architect, Customer Success Manager, and Support Account Manager {#impact-packages__ul_xfg_l5l_wxb} Integrated Success : * Includes all benefits in Impact Total along with expert-led support for Program Delivery (EM), Design (BPC), and Architecture (SA) and Technical Implementation Services * Expert Team: Engineering Manager (EM), Business Process Consultant(BPC), Solution Architect(SA) {#impact-packages__ul_o2z_zgk_kjc} Note: See the Legal Schedules for Impact for additional information at ## Accelerator consumption per Impact package {#impact-packages__section_nyg_4np_jyb} According to the Impact package you have purchased, there's an allotment of Accelerators from each sub-catalog that you can consume consecutively. See [Accelerator catalog](https://www.servicenow.com/docs/2q2_zOd9olTaZbVjiWw3mw "This is a complete Impact Accelerator catalog that combines the Architecture, Strategy, Technical, and Optimization sub-catalogs.") for additional information on Accelerators and sub-catalogs. The following consumption allocations apply to all variations (for example, US PubSec, MSP Dedicated) and versions (for example, V3 \& V4) of Impact packages, unless otherwise specified. {#impact-packages__table_qld_2xg_sxb__entry__3} | Package | Description | Accelerator Consumption | |-|-|-| | Guided | Entry-level offerings including the Premium digital experience, enhanced technical support, Impact Squad , and curated content | 1 at a time across all sub-catalogs | | Total | The complete Impact solution with a designated expert team, personalized recommendations, preventative tools, and much more. | 7 total (2 of each sub-catalog concurrently for Architecture, Strategy and Technical accelerator sub-catalogs, 1 concurrently for Optimization sub-catalog). Access to Optimization sub-catalog only applies to the newest version of Total (v4, MSP Dedicated v4, MSP Domain Separated v2, USPS v5). | | Integrated Success | Comprehensive Impact solution that provides designated teams, personalized recommendations, and preventative tools with expert Services. It offers advisory services associated with transformation services in conjunction with implementation credit. The Integrated Success is initiated through Free Form initiative in Impact. | Customers effectively get access to the full suite of accelerators including the Platform Optimization accelerators delivered through Expert Services. | [ ] {#impact-packages__table_qld_2xg_sxb} ## Customer agreements and terms {#impact-packages__section_typ_sgg_fdc} For customer agreements and terms, refer to the applicable Impact Accelerator description available at  . ## Add-on packages {#impact-packages__section_vpz_ykz_y1c} Add-on packages introduce flexibility for Impact customers and are available in all environments where Impact is available. Add-On packages will be sold to all Impact customers and are priced on a per SKU, per year basis, with each Add-on priced separately with distinct entitlements. {#impact-packages__table_q2r_5nz_y1c__entry__2} | Name | Entitlements | |:-|:-| | Strategic Value | * Upgraded Value IDI * Two additional Strategy Accelerator catalog concurrencies {#impact-packages__ul_cbn_24z_y1c} | | Platform Governance | * Upgraded Health IDI * Two additional Architecture Accelerator catalog concurrencies {#impact-packages__ul_ryc_q4z_y1c} | | Platform Optimization | One additional Optimization Accelerator catalog concurrency | | Managed Support | * Upgraded P1/P2 level issue initial target response times * Additional SAM coverage on 1 instance * Five [Impact Developer Support](https://www.servicenow.com/docs/4in0XWOJMsGdlRcN5pJZyg "Developer Support is an offering to Advanced and Total Impact packages, and Guided customers who purchase managed support, that provides administrators and authorized users access to a ServiceNow Support Engineer who can assist in troubleshooting technical issues around existing platform customizations.") seats {#impact-packages__ul_zcp_fpz_y1c} | | [Monitor instance performance with Instance Observer](https://www.servicenow.com/docs/w~Q2UXlnDQpyIRD9r4xyUg "Instance Observer (IO) is an observability and performance monitoring tool that empowers you to track your instance health and performance in near real time, while also providing historical insights.") Features | * A rolling 6-month period of performance and availability monitoring of the platform, application, and infrastructure hosting Customer's instance with reporting capabilities * Ability to set self-service alerts, notifications, and analyze data {#impact-packages__ul_xqw_mzv_hfc} | | Instance Observer Seats | Ten Instance Observer seats, in addition to the procured Impact package | | [Preventive Care](https://www.servicenow.com/docs/~YA1HURw_BByIQOHxEvNSQ "Preventive Care is a premium, engineer-led diagnostic of instance performance executed on a regular cadence and available as an add-on package to all ServiceNow Impact customers.") | Bi-annual in-depth view into the health of production instances * Performance Engineer-led diagnostic * Presentation to customer stakeholders * Guided Remediation {#impact-packages__ul_hlz_tqt_xfc} | | Platform Health | * Unlimited Active Custom Definitions * Proposed Fix {#impact-packages__ul_kmw_wjt_2hc} | [Table 1. Available Add-on SKUs] {#impact-packages__table_q2r_5nz_y1c} Note: * IDI = Impact Delivery Instance * SAM = Support Account Manager {#impact-packages__ul_tty_54z_y1c}