--- 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 July 7, 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 ServiceNow® Impact is offered through core packages---Guided and Total---with optional add-ons to extend capabilities. It provides tools like Platform Health, Instance Observer, Value Management, Product Adoption, and access to the Accelerator \& Initiative catalog to enhance your platform management and optimization experience. Show full answer Show less ## Impact core packages * **Guided:** Includes the Impact App, 24/7 support, limited Accelerator concurrency, and access to the Accelerator catalog. * **Total:** Builds on Guided with faster response times for Priority 1 and 2 tickets, Developer Support (10 seats), expanded Accelerator catalog access, and a dedicated Impact Squad team. * **Integrated Success:** Extends Impact Total with implementation services and expert engagements tailored per agreement. ## Platform Health and Instance Observer Platform Health capabilities vary by package, with Total offering unlimited active custom definitions and proposed fixes, while Guided limits active custom definitions to 10 and excludes proposed fixes. Instance Observer features differ in seat counts, data look-back periods (45 days Guided, 6 months Total), alert types (6 Guided, 40 Total), and analytics availability (included only in Total). ## Accelerators and Concurrency Accelerators are expert engagements in Technical, Strategy, Architecture, and Optimization sub-catalogs. Guided offers limited concurrency---1 per sub-catalog with partial access to Strategy and Architecture---while Total provides broader access with higher concurrency limits (2 per Technical, Strategy, Architecture; 1 Optimization). ## Support * All packages include 24/7 support for Priority 1 and Priority 2 issues. * Total package offers faster initial target response times (15 minutes for P1, 60 minutes for P2) compared to Guided (30 minutes for P1, 120 minutes for P2). * Developer Support with 10 seats is included only in Total. ## Add-on packages Add-ons extend entitlements for both Guided and Total packages, enabling customers to: * Increase Strategy or Architecture Accelerator concurrency and catalog access. * Upgrade support response times and add Software Asset Management (SAM) coverage. * Access Preventive Care for bi-annual performance assessments and improvements. * Expand Optimization Accelerator concurrency and Platform Health features like unlimited active custom definitions and enhanced Instance Observer capabilities. * Add Instance Observer seats (increments of +10). ## Impact Squad Available with the Total package, the Impact Squad is a dedicated team of professionals who assist in managing your Impact platform effectively based on your entitlements. ServiceNow® Impact is available in core packages, Guided and Total, with optional add-on packages to extend your entitlements. ## Impact core packages {#impact-packages1__section_impact_core_packages} Impact includes Platform Health, Instance Observer, Value Management, Product Adoption, and access to the Accelerator \& Initiative catalog. {#impact-packages1__package_category__entry__2} | Package | What you get | |-|-| | Guided | The Impact App, 24/7 support, limited concurrence Accelerator catalog access. | | Total | Everything in Impact Guided, enhanced response times for Priority 1 and Priority 2 tickets, Developer Support, expanded access to the Accelerator catalog, and a dedicated Impact Squad | [Table 1. Impact core packages table] {#impact-packages1__package_category} ## Integrated Success {#impact-packages1__section_integrated_success} An Integrated Success package is available that includes all Impact entitlements related to the Impact Total package with the addition of implementation services engagements. Experts included in your implementation services engagements vary based on your specific agreement. The Implementation Service is initiated through the Free Form initiative in Impact. See [Request Accelerators and Initiatives](https://www.servicenow.com/docs/U0ETDu2mUX9Ypbq3ZomENg "Depending on the Impact package that you're subscribed to, you can request and consume a designated number of concurrent Impact Accelerators.") for information. ## Entitlements {#impact-packages1__entitlements} The entitlements available for Impact features, Accelerator catalog concurrency, Squad, Support, and Add-ons vary between the Impact packages. ## Impact Squad {#impact-packages1__entitle_impact_squad} Impact Squad is a team of dedicated professionals who help you manage your Impact platform based on your Impact package entitlement. Note: See [Work with experts](https://www.servicenow.com/docs/HSHoBndOd_QR5gK1MXT1jA "Your Impact Squad is a team of on-demand experts who work with you to take on your team's unique transformation challenges.") for details for each Impact Squad member. ## Platform Health capability per package {#impact-packages1__entitle_impact_features} The Impact packages include certain threshold availability for Platform Health. The following table lists the differences in capabilities per package: {#impact-packages1__table_kxy_nsg_ljc__entry__3} | Capability | Guided | Total | |-|-|-| | Scan Engine active custom definitions | Up to 10 | Unlimited | | Scan Engine proposed fix | Not included | Included | | Instance Observer seats | 5 | 10 | | Instance Observer data look back period | 45 days | 6 months | | Instance Observer alerts | 6 alert types | 40 alert types | | Instance Observer analytics | Not Included | Included | [Table 2. Platform Health features matrix] {#impact-packages1__table_kxy_nsg_ljc} Note: Check your entitlements to determine whether you have access to Now Assist features in the Impact Store Application. ## Accelerator concurrency {#impact-packages1__entitle_accelerator_catalog_concurremcy} Accelerators are scoped engagements with a ServiceNow expert available in various Accelerator sub-catalogs, Technical, Strategy, Architecture, and Optimization. The sub-catalogs available and the number of Accelerators you can run concurrently vary by Impact package. See [Accelerators and Initiatives](https://www.servicenow.com/docs/7i9wvscx_LHZI8tOMJwSmg "Initiatives are the actionable engagements and work streams that support your digital transformation. Impact Accelerators are fixed-scope offerings with experts behind each option to provide value exactly where you need it.") for details. {#impact-packages1__table_lxy_nsg_ljc__entry__3} | Entitlement | Guided | Total | |-|-|-| | Catalog access | * Technical * Strategy (Partial) * Architecture (Partial) {#impact-packages1__ul_ajb_kxg_ljc} | * Technical * Strategy * Architecture * Optimization {#impact-packages1__ul_ckb_lxg_ljc} | | Concurrency | 1 per sub-catalog | * 2 per sub-catalog (Technical, Strategy, Architecture) * 1 per sub-catalog (Optimization) {#impact-packages1__ul_bgl_tpv_ljc} | [Table 3. Accelerator sub-catalog and concurrency] {#impact-packages1__table_lxy_nsg_ljc} ## Support {#impact-packages1__section_entitle_support} All Impact packages include 24/7 support for Priority 1 (P1) and Priority 2 (P2) issues. The following table displays the differences in initial target response times and Developer Support. {#impact-packages1__table_mxy_nsg_ljc__entry__3} | Response category | Guided | Total | |-|-|-| | P1 initial target response | 30 minutes | 15 minutes | | P2 initial target response | 120 minutes | 60 minutes | | Developer Support | Not included | Included (10 seats) | [Table 4. Support response time table] {#impact-packages1__table_mxy_nsg_ljc} Note: See [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.") for details. ## Add-on SKUs for the Impact Guided package {#impact-packages1__entitle_addon_guided} {#impact-packages1__table_mlg_xsg_ljc__entry__2} | Add-on package | What you get | |-|-| | Strategic Value | * Expanded Strategy Accelerator sub-catalog access * +2 Strategy Accelerator concurrencies {#impact-packages1__ul_rbn_wpv_ljc} | | Platform Governance | * Expanded Architecture Accelerator sub-catalog access * +2 Architecture Accelerator concurrencies {#impact-packages1__ul_oqg_ypv_ljc} | | Managed Support | * Upgrade P1 and P2 initial target response times * Additional SAM coverage for 1 instance * Developer Support (5 seats) {#impact-packages1__ul_crg_yyg_ljc} | | Preventive Care | Bi-annual performance assessments from an account escalation engineer, who reviews your instance performance data, makes improvement recommendations, and implements them for you. | | Platform Optimization | * Access to the Optimization Accelerator sub-catalog * +1 Optimization Accelerator concurrency {#impact-packages1__ul_hgt_cqv_ljc} | | Platform Health | * Unlimited active custom definitions for Scan Engine * Proposed Fix {#impact-packages1__ul_lvv_2qv_ljc} | | Instance Observer Features | * 6 month data look back * 40 alert types * Instance Observer analytics {#impact-packages1__ul_wtv_czg_ljc} | | Instance Observer Seats | +10 | [Table 5. Add-on packages for Impact Guided package] {#impact-packages1__table_mlg_xsg_ljc} ## Add-on SKUs for the Impact Total package {#impact-packages1__entitle_addon_total} {#impact-packages1__table_olg_xsg_ljc__entry__2} | Add-On Package | What you get | |-|-| | Strategic Value | +2 Strategy Accelerator concurrencies | | Platform Governance | +2 Architecture Accelerator concurrencies | | Managed Support | * Additional SAM coverage for 1 instance * Developer Support (5 seats) {#impact-packages1__ul_ygy_lqv_ljc} | | Preventive Care | Bi-annual performance assessments from an account escalation engineer, who reviews your instance performance data, and provides improvement recommendations. | | Platform Optimization | +1 Optimization Accelerator concurrency | | Instance Observer Seats | +10 | [Table 6. Add-on SKUs for Impact Total] {#impact-packages1__table_olg_xsg_ljc} Offered pursuant to the applicable ServiceNow Impact Package and Accelerator descriptions available at . **Related concepts** * [Work with experts](https://www.servicenow.com/docs/HSHoBndOd_QR5gK1MXT1jA "Your Impact Squad is a team of on-demand experts who work with you to take on your team's unique transformation challenges.") * [Get started with Impact](https://www.servicenow.com/docs/YO6gzm4VKefoY45PoBCOGA "A curated bundle of activities that help new Impact users begin their ServiceNow Impact journey and establish a foundation for achieving business objectives.")