--- sourceDocument: Australia Impact sourceDocumentLink: https://www.servicenow.com/docs/r/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 in core packages---Guided and Total---with optional add-ons to extend entitlements. It includes Platform Health, Instance Observer, Value Management, Product Adoption, and access to the Accelerator \& Initiative catalog. An Integrated Success package combines Impact Total entitlements with implementation services tailored to customer-specific agreements. Show full answer Show less ## Impact core packages and entitlements The Guided package provides the Impact App, 24/7 support, limited Accelerator concurrency, and Customer Success Manager guidance. The Total package includes everything in Guided plus faster response times for Priority 1 and 2 issues, Developer Support with 10 seats, expanded Accelerator catalog access, and a dedicated Impact Squad. Support is available 24/7 for critical issues across all packages. ## Impact Squad Impact Squad members vary by package. Total customers receive a team including a Customer Success Manager, Customer Success Executive, Platform Architect, and Support Account Manager. Guided customers receive a Customer Success Manager. This team helps manage and optimize your Impact platform. ## Platform Health and Instance Observer capabilities Platform Health features differ by package. Guided includes up to 10 active custom definitions for Scan Engine and 5 Instance Observer seats with 45 days data look back, while Total offers unlimited custom definitions, 10 seats, and 6 months data look back. Instance Observer alerts and analytics are also more extensive in Total. ## Accelerator catalog and concurrency Accelerators provide scoped expert engagements in Technical, Strategy, Architecture, and Optimization areas. Guided customers have access to Technical and partial Strategy and Architecture catalogs with concurrency limits of 1 per sub-catalog. Total customers have full access and higher concurrency (2 per sub-catalog in Technical, Strategy, Architecture; 1 for Optimization). ## Support and response times All Impact packages include 24/7 support for Priority 1 and 2 issues. Total package offers faster initial response targets (15 minutes for P1, 60 minutes for P2) compared to Guided (30 minutes for P1, 120 minutes for P2). Developer Support is included only in the Total package. ## Add-on packages Both Guided and Total packages can be extended with add-ons for Strategic Value, Platform Governance, Managed Support, Preventive Care, Platform Optimization, and additional Instance Observer seats. These add-ons increase Accelerator sub-catalog access and concurrency, improve support response times, provide bi-annual performance assessments, and enhance Platform Health features. 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, and guidance from a Customer Success Manager | | 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. {#impact-packages1__table_squad_diff__entry__2} | Squad members | Package entitlement | |-|-| | Customer Success Manager, Customer Success Executive, Platform Architect, Support Account Manager | Total | | Customer Success Manager | Guided | [Table 2. Impact Squad per Impact package] {#impact-packages1__table_squad_diff} 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 3. 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 4. 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 5. 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 6. 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 7. 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.")