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ServiceNow Customer Support is ready to assist you 24 * 7 including holidays.  Gain access to well‑trained, experienced professionals with deep product knowledge and real‑world experience who can help your team resolve issues.

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Incident Management

Customer Support uses the ServiceNow Incident Management application to manage issues and product defects based on incident priority.

Priority Definition Target Initial Response Coverage
P1 Instance Unavailable 30 minutes Continuous
P2 Mission‑critical defect 2 hours Continuous
P3 Significant request or defect 1 business day Business hours
P4 Important request or defect N/A Varies


Support Centers are located in the US, UK, Netherlands and Australia.

In‑country language support is provided for France, Germany, Italy, Japan, Netherlands, and Spain during local business hours.

Take a tour of all the services available on our Self‑Service Portal.

Support Incident Management

Product Upgrades & Updates

Release families containing new features, enhancements and bug fixes come out approximately twice per year.

ServiceNow maintains product support in the form of patches and hotfixes for supported release families. For older releases, product documentation and community support options are still available.

Customer instances are patched on a quarterly schedule to ensure security, availability and performance. Patch targets are announced ahead of the quarter so the customer can plan ahead.

Product update


ServiceNow notifies users 10 days prior to scheduled maintenance for infrastructure network, hardware or software that might impact your service.

ServiceNow targets no more than two hours of downtime due to scheduled maintenance per month.

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