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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.
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 Centres 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.
Release families containing new features, enhancements, and bug fixes come out twice per year.
ServiceNow maintains product support in the form of patches and hotfixes for supported release families.
Customer instances are patched regularly to ensure security, availability and performance. Patch targets are announced ahead of time so the customer can plan ahead.
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.
