Impact packages

ServiceNow Impact packages comprise support tools, self-help resources, human-led engagements, discounts, and additional benefits made available to you depending on the level of Impact package procured.

There are two subscription packages for Impact: Guided and Total. 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.

Descriptions

If you have purchased an Impact offering, the applicable Impact Package description applies to your purchase. See the Legal Schedules for Impact for additional information at https://www.servicenow.com/legal/servicenow-impact.html.

Guided

• Entry-level offerings including the Premium digital experience, enhanced technical support, and curated content.
• Impact Squad: Customer Success Manager

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

Accelerator consumption per Impact package

Depending upon the Impact package that you have purchased, there’s an allotment of how many Accelerators from each sub-catalog that can be consumed consecutively. See Accelerator catalog for additional information on Accelerators and sub-catalogs.

The below consumption allocations apply to all variations (for example, US PubSec, MSP Dedicated) and versions (for example, V3 & V4) of Impact packages, unless otherwise specified.

Package	Description	Accelerator Consumption
Guided	Entry-level offerings including the Premium digital experience, enhanced technical support, Impact Squad Customer Service Manager (CSM), 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.	6 total (2 of each sub-catalog concurrently at a time)

Customer agreements and terms

For customer agreements and terms, refer to the applicable Impact Accelerator description available at  https://www.servicenow.com/legal/servicenow-impact.html.

Add-on packages

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.

表 : 1. Available Add-on SKUs

Name	Entitlements
Strategic Value	Upgraded Value IDI Two additional Strategy Accelerator Catalog concurrencies Additional CSM coverage
Platform Governance	Upgraded Health IDI Two additional Architecture Accelerator catalog concurrencies Additional CSM coverage
Managed Support	Upgraded P1/P2 level issue initial target response times Additional SAM coverage on 1 instance Five Impact Developer Support seats
Overview of Instance Observer 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
Instance Observer Seats	Ten Instance Observer seats, in addition to the procured Impact package
Preventive Care	Bi-annual deep-dive into the health of production instances Performance Engineer-led diagnostic Presentation to customer stakeholders Guided Remediation
Platform Health	Unlimited Active Custom Definitions Proposed Fix

注:

• IDI = Impact Delivery Instance
• CSM = Customer Support Manager
• SAM = Support Account Manager