Get started with Developer Support

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Get started with Developer Support

    Get Started with Developer Support is an Impact Initiative designed to help ServiceNow customers quickly identify and access Developer Support by naming appropriate technical stakeholders. It streamlines issue resolution related to customizations by connecting you with specialized subject matter experts (SMEs) and providing insights into your customization scope, including business rules, UI scripts, script includes, and UI macros.

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    This offering supports troubleshooting custom code break-fix issues and includes a review of up to 200 lines of custom code. It is available within the Advanced and Total Impact support packages and operates under a Priority 3 (P3) Service Level Agreement.

    Key Features

    • Named Contacts Identification: ServiceNow Support Account Managers assist in determining the right stakeholders to be designated as Developer Support contacts.
    • Specialized SME Access: Provides expert help to troubleshoot and debug customizations.
    • Customization Scope Insights: Covers business rules, UI scripts, script includes, and UI macros.
    • Code Review: Offers review of up to 200 lines of custom code under a break-fix support model.
    • Developer Support Review Session: Includes a 30-minute session explaining the offering, scope, named contacts access, and how to submit support requests.

    Customer Roles and Responsibilities

    • Platform Owner (Required): Accountable for the ServiceNow platform, aligning the team with business strategy and governance.
    • System Administrator(s) (Recommended): Maintains platform stability and manages support cases and configurations.
    • Developer(s) (Recommended): Responsible for writing custom code on the ServiceNow platform.
    • Subject Matter Expert(s) (Recommended): Non-developers with deep knowledge of customization processes.

    Exclusions and Limitations

    This initiative does not include:

    • Detailed data reviews
    • Hands-on technical troubleshooting or configuration
    • Solutioning or scoping related to performance data
    • Decision-making support

    Get Started with Developer Support is an Impact Initiative that facilitates the understanding of the Developer Support offering and identification of named contacts for requesting Developer Support.

    Overview

    Get Started with Developer Support helps you expedite identifying technical stakeholder solutions to issues with access to Developer Support. The Initiative includes the following benefits:

    • Enables a ServiceNow Support Account Manager (SAM) to help you determine the stakeholders to be named as contacts for Developer Support access
    • Equips admins and developers with a streamlined method for resolving issues associated with existing customizations
    • Provides access to a specialized subject matter expert (SME) to assist in troubleshooting customizations
    • Delivers insights into customization scope, including business rules, UI (user interface) scripts, script includes, and UI macros
    • Provides a review of up to 200 lines of custom code in a break-fix model

    Developer Support is available in the Advanced and Total Impact packages and offers expert assistance in troubleshooting and debugging customization-related issues. For more information on Developer Support, see Developer Support.

    Developer Support Troubleshooting and assistance
    Specialized SME Specialized SME to help you troubleshoot your customizations
    Broad scope Customization scope, which includes business rules, UI scripts, script includes, and UI macros
    Reviews actual code Review of up to 200 lines of code
    Priority 3 Service Level Agreement (P3- SLA) Requests are handled on a P3 basis
    Break-fix code only Developer Support only troubleshoots custom code break-fix model and not a preventative model

    What you get

    Developer Support review session (30 minutes)
    • Review of the Developer Support offering and what is in scope and out of scope
    • Explanation of the exclusive access provided to the named contacts
    • Identification of proper stakeholders to be named contacts for Developer Support
    • How to add or edit named contacts for Developer Support
    • Walk through of submitting a Developer Support request

    Requested customer resources

    Customer resource Responsibilities
    Platform Owner (Required) Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the system administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.
    System Administrator(s) (Recommended) Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. 
    Developer(s) (Recommended) Writes code for the ServiceNow platform.
    Subject Matter Expert(s) (Recommended) Non-developers with strong knowledge of processes around customizations.

    Exclusions and limitations

    Get Started with Developer Support does not include:

    • A detailed review of your data
    • Technical, hands-on troubleshooting or configuration
    • Solutioning and scoping related to performance data
    • Decision making