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Legal

Customer Agreements and Terms

Ordering Agreement and Subscription Service Agreement

Direct Customer Agreement – For customers purchasing ServiceNow’s Subscription Service directly from ServiceNow on or after July 24, 2020, your use is governed by the Ordering Agreement. For purchases prior to July 24, 2020 please refer to the Archive.

Indirect Customer Agreement – For customers purchasing ServiceNow’s Subscription Service from a reseller on or after July 24, 2020, your use is governed by the Subscription Service Agreement. For purchases prior to July 24, 2020 please refer to the Archive.

U.S. Public Sector Terms

U.S. Public Sector Subscription Terms of Use – For public sector customers purchasing ServiceNow’s Subscription Service from a reseller after August 4, 2020, your use is governed by the Public Sector Subscription Service Terms of Use.

U.S. Public Sector Self‑Hosted License Terms – For public sector customers purchasing ServiceNow’s self‑hosted products or services from a reseller after May 20, 2021, your use is governed by the Public Sector Self‑Hosted License Terms.

Support, Security and Privacy Terms

Customer Support Addendum (“CSA”) (Effective January 18, 2022.  For purchases prior to January 18, 2022, please refer to the Archive).

Data Security Addendum (“DSA”) for purchases on or after July 24, 2020. For purchases prior to July 24, 2020, please refer to the Archive.

Data Processing Addendum ("DPA") for purchases on or after January 12, 2021. For purchases prior to January 12, 2021, please refer to the Archive.

Standard Contractual Clauses – Pre‑signed Signature Page (Data Importer) (Effective July 22, 2021)

Subscription Service Guide for purchases that reference the Subscription Service Guide. For purchases that reference the Subscription Service Guide prior to July 25, 2020 please refer to Archive.

Self‑Hosted Agreements

Direct Self‑Hosted Software License Agreement (Effective October 18, 2021.  For purchases prior to October 18, 2021, please refer to the Archive.)

Indirect Self‑Hosted Software License Agreement (Effective October 18, 2021)

Self‑Hosted Software Guide (Effective January 18, 2022.  For purchases prior to January 18, 2022, please refer to the Archive.)

 

Messaging Service Ordering Agreement and Support, Security, and Privacy Terms

Messaging Service Ordering Agreement (Effective October 18, 2021.  For purchases prior to October 18, 2021, please refer to the Archive).

Messaging Service Support Exhibit (Effective January 18, 2022.  For purchases prior to January 18, 2022, please refer to the Archive).

Messaging Service Security Overview (Effective September 16, 2021)

Messaging Service Privacy Exhibit (Effective September 16, 2021)


Lightstep Terms

Lightstep Addendum (Effective January 24, 2022)

Lightstep Security Addendum (Effective January 24, 2022)

Lightstep Privacy Addendum (Effective January 24, 2022)

Lightstep Product Overview (Effective January 24, 2022)

Lightstep QuickStart (Effective January 24, 2022)


Additional Product Terms

The following additional product terms may be incorporated into your applicable Customer Agreement:

ServiceNow Product Overview (Effective May 5, 2022)  For purchases prior to May 5, 2022, please refer to the Archive.

Custom Table Guide (Effective February 7, 2022) For purchases prior to February 7, 2022, please refer to the Archive.

IntegrationHub Overview (Effective June 13, 2022) For purchases prior to June 13, 2022, please refer to the Archive.

ServiceNow Subscription Unit Overview – IT Operations Management

ServiceNow Subscription Unit Overview – IT Operations Management IoT (Effective May 10, 2022)

ServiceNow Subscription Unit Overview – Operational Technology (OT)  (Effective March 24, 2022)  For purchases prior to March 24, 2022, Archive.

ServiceNow Subscription Unit Overview – Software Asset Management (SAM)

ServiceNow Subscription Unit Overview – Telecommunication Service Operations Management (TSOM) (Effective May 31, 2022)  For purchases prior to May 31, 2022, please refer to the Archive.

ServiceNow Subscription Unit Overview – Hardware Asset Management (HAM) (Effective July 22, 2021) For purchases prior to July 22, 2021, please refer to the Archive.

ServiceNow Subscription Unit Overview for purchases that reference the Subscription Unit Overview prior to January 21, 2021, please refer to the Archive.

 

Ancillary Documents

The following ancillary documents may be incorporated into your applicable Customer Agreement:

Upgrade Policy (Effective July 2018)

AI Research Program FAQ

Loom Security Guide

ServiceNow Sweagle Addendum (Effective January 18, 2022.  For purchases prior to January 18, 2022, please refer to the Archive).

Sweagle Security Guide for purchases on or after October 8, 2020. For purchases prior to October 8, 2020 Archive.

Sweagle Self‑Hosted Software Guide (Effective January 18, 2022.  For purchases prior to January 18, 2022, please refer to the Archive).

 

ServiceNow Impact

ServiceNow Impact Package Descriptions

If you have purchased a ServiceNow Impact offering, the applicable Impact Package Description applies to your purchase.

ServiceNow Impact Guided (Effective January 18, 2022)

ServiceNow Impact Advanced (Effective January 18, 2022)

ServiceNow Impact Total (Effective January 18, 2022)

Impact Accelerator Descriptions

If you have selected, as part of your ServiceNow Impact purchase, an Impact Accelerator from the Impact Accelerator Catalog that refers to an Impact Accelerator Description, the applicable Impact Accelerator Description provides the context, background prerequisites, and terms that apply for the particular Impact Accelerator.

Jumpstart Your Upgrade (Effective June 9, 2022. For purchases prior to June 9, 2022, please refer to the Archive.

Jumpstart Your Virtual Agent (Effective June 9, 2022. For purchases prior to June 9, 2022, please refer to the Archive.

TuneUp Your Security (Effective June 9, 2022. For purchases prior to June 9, 2022, please refer to the Archive.

TuneUp Your CMDB (Effective June 9, 2022. For purchases prior to June 9, 2022, please refer to the Archive.

Health Assessment – Guided (Effective June 9, 2022. For purchases prior to June 9, 2022, please refer to the Archive.

Health Assessment – Advanced/Total (Effective January 18, 2022)

Administrator Assist (Effective June 9, 2022. For purchases prior to June 9, 2022, please refer to the Archive.

Service Descriptions for Packaged Services

If you have purchased one or more of ServiceNow’s Packaged Service offerings, the applicable Service Description provides the context, background prerequisites, and terms that apply for the particular Packaged Service.

Customer Success

ServiceNow Platform Architect (Effective January 18, 2022.  For purchases prior to January 18, 2022, please refer to the Archive.)

ServiceNow Success Architect (Effective January 18, 2022.  For purchases prior to January 18, 2022, please refer to the Archive.)

Professional Customer Success Package (Effective August 2021. For purchases prior to August 16, 2021, please refer to the Archive.)

Enterprise Customer Success Package (Effective August 2021. For purchases prior to August 16, 2021, please refer to the Archive.)

Premier Customer Success Package (Effective August 2021. For purchases prior to August 16, 2021, please refer to the Archive.)

 

Professional Services Fixed Offerings

Configuration Reviews Enterprise (Configuration Review Enterprise and Configuration Review Enterprise Extended)
(Effective August 16, 2021.  For purchases prior to August 16, 2021, please refer to the Archive.)

Now Intelligence (Effective December 6, 2021.  For purchases prior to December 6, 2021, please refer to the Archive.)

Self‑Hosted Technical Workshop (Effective June 1, 2022.  For purchases prior to June 1, 2022, please refer to the Archive.)

Virtual Agent Essentials (Effective December 6, 2021.  For purchases prior to December 6, 2021, please refer to the Archive.)

 

To the extent our customers’ needs exceed what ServiceNow provides in our Packaged Service offerings, our Professional Services team works to tailor statements of work to the particular agreement. Contact your account representative for more information about tailored Professional Services.

 

Remote Services

Remote Administration  (Effective April 29, 2021.  For purchases prior to April 29, 2021, please refer to the Archive.)

ITOM Managed Support Services (Effective May 2017)

Configuration Review Professional (For purchases prior to January 18, 2022).

ServiceNow Assure (Effective August 16, 2021.  For purchases prior to August 16, 2021, please refer to the Archive.)

 

Support Services

Support Account Management (Effective January 18, 2022.  For purchases prior to January 18, 2022, please refer to the Archive).

Signature Support Account Manager (Effective November 2019)

Pinnacle Support Account Manager (Effective June 9, 2022.  For purchases prior to June 9, 2022, please refer to the Archive).

Training and Certification

Training and Certification Terms and Conditions (Effective June 27, 2022)

Learning Credits (Effective September 24, 2021.  For purchases prior to September 24, 2021, please refer to the Archive)

Government Learning Credits (Effective June 9, 2022)

Knowledge

 

Risk Management and Governance Arrangements in Regard to UK Taxation