--- sourceDocument: Brazil Impact sourceDocumentLink: https://www.servicenow.com/docs/r/impact Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Impact ft:clusterId : - ipact bundleId : - ipact --- # Impact packages # Impact packages {#ariaid-title1} Release version: Brazil Updated September 10, 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 offers core packages---Guided and Total---designed to help customers optimize platform usage, with optional add-ons to extend entitlements. Impact combines tools like Platform Health, Instance Observer, Value Management, Product Adoption, and access to the Accelerator \& Initiative catalog to enhance your ServiceNow experience. Show full answer Show less ## Impact Core Packages * **Guided:** Includes the Impact App, 24/7 support, limited concurrency for Accelerators, access to the Accelerator catalog, and Customer Success Manager guidance. * **Total:** Builds on Guided with faster response times for Priority 1 and 2 issues, Developer Support (10 seats), expanded Accelerator catalog access, and a dedicated Impact Squad team. * **Integrated Success:** Combines all Total entitlements with implementation service engagements tailored to your agreement, initiated through the Impact platform. ## Impact Squad The Impact Squad is a dedicated team of professionals assigned based on your package. Total customers receive a Customer Success Manager, Customer Success Executive, Platform Architect, and Support Account Manager, while Guided customers receive a Customer Success Manager. ## Platform Health Capabilities Platform Health features vary by package. Total customers benefit from unlimited active custom Scan Engine definitions, proposed fix capabilities, longer Instance Observer data retention (6 months), more alert types (40 vs. 6), and access to Instance Observer analytics. Guided customers have more limited thresholds. ## Accelerator Catalog and Concurrency Accelerators provide scoped engagements with ServiceNow experts across Technical, Strategy, Architecture, and Optimization sub-catalogs. Guided packages have limited access and concurrency (one concurrent engagement per sub-catalog), while Total offers broader access and higher concurrency (two concurrent engagements per sub-catalog for most categories). ## Support and Response Times All Impact packages include 24/7 support for Priority 1 (P1) and Priority 2 (P2) issues. Total packages offer faster initial response targets (15 minutes for P1, 60 minutes for P2) and include Developer Support with 10 seats. Guided packages have longer response targets (30 minutes for P1, 120 minutes for P2) and do not include Developer Support. ## Add-on Packages Both Guided and Total packages can be extended with add-ons to increase Accelerator concurrency, improve support response times, add Developer Support seats, and expand Platform Health and Instance Observer capabilities. Examples include Strategic Value (additional Strategy Accelerators), Platform Governance (additional Architecture Accelerators), Managed Support (enhanced support and SAM coverage), Preventive Care (performance assessments), and Platform Optimization (access to Optimization Accelerators and increased concurrency). ## Important Considerations Some Impact features may not be available in certain data centers or restricted environments, such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted environments, or to managed service providers except for internal use. Customers should review their entitlements carefully to understand available capabilities. 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/dXgeVUVsi18SUQX2mKEEuA "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/~xqKQLz5KRs~o2l3RTTbLA "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/97jgz3sW~raaiZ1u1T949g "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/arY11WbXBNn9vSJj9T6tUQ "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} Note: Portions of Impact may not be available to users in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, to self-hosted users, or in other restricted environments, or to managed service providers (except for their internal use). Offered pursuant to the applicable ServiceNow Impact Package and Accelerator descriptions available at . **Related concepts** * [Work with experts](https://www.servicenow.com/docs/~xqKQLz5KRs~o2l3RTTbLA "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/14CKh9vft3kczkm8wWN7jQ "A curated bundle of activities that help new Impact users begin their ServiceNow Impact journey and establish a foundation for achieving business objectives.")