Ordering Agreement and Subscription Service Agreement
Direct Customer Agreement – For customers purchasing ServiceNow’s Subscription Service directly from ServiceNow on or after November 17, 2022, your use is governed by the Ordering Agreement. For purchases prior to November 17, 2022, please refer to the Archive.
Indirect Customer Agreement – For customers purchasing ServiceNow’s Subscription Service from a reseller on or after November 17, 2022, your use is governed by the Subscription Service Agreement. For purchases prior to November 17, 2022, 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 December 2, 2022. For purchases prior to December 2, 2022, please refer to the Archive.
Data Processing Addendum ("DPA") for purchases on or after December 2, 2022. For purchases prior to December 2, 2022, 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.
Third Party Hosted Products
Third Party Hosted Product Addendum (Effective May 15, 2023)
Messaging Service Ordering Agreement and Support, Security, and Privacy Terms
Messaging Service Ordering Agreement (Effective August 4, 2022) For purchases prior to August 4, 2022, please refer to the Archive.
Messaging Service Privacy Exhibit (Effective September 16, 2021)
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 WhatsApp Addendum (Effective August 4, 2022)
ServiceNow Cloud Observability Terms (Formerly Lightstep)
ServiceNow Cloud Observability Addendum (Effective May 4, 2023) For purchases prior to May 4, 2023, please refer to the Archive.
ServiceNow Cloud Observability Product Overview (Effective May 4, 2023) For purchases prior to May 4, 2023, please refer to the Archive.
ServiceNow Cloud Observability – ServiceNow Subscription Unit Overview (Effective May 4, 2023)
ServiceNow Cloud Observability QuickStart (Effective May 4, 2023) For purchases prior to May 4, 2023, please refer to the Archive.
Additional Product Terms
The following additional product terms may be incorporated into your applicable Customer Agreement:
ServiceNow Product Overview (Effective February 2, 2023) For purchases prior to February 2, 2023, please refer to the Archive.
Custom Table Guide (Effective November 21, 2022) For purchases prior to November 21, 2022, please refer to the Archive.
Integration Hub and Automation Engine Overview (Effective February 16, 2023) For purchases prior to February 16, 2023, please refer to the Archive.
ServiceNow Advanced AI and Data Product Terms of Service (Effective May 4, 2023)
ServiceNow Subscription Unit Overview – IT Operations Management (ITOM) (Effective May 4, 2023) For purchases prior to May 4, 2023, refer to the Archive.
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, refer to the Archive.
ServiceNow Subscription Unit Overview – Software Asset Management (SAM)
ServiceNow Subscription Unit Overview – Telecommunications Network Inventory (TNI) (Effective June 2, 2023) For purchases prior to June 2, 2023, please refer to the Archive.
ServiceNow Subscription Unit Overview – Telecommunication Service Operations Management (TSOM) (Effective February 20, 2023) For purchases prior to February 20, 2023, 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)
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.
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)
ServiceNow Impact Guided – Public Sector (US) (Effective May 4, 2023)
ServiceNow Impact Advanced – Public Sector (US) (Effective May 4, 2023)
ServiceNow Impact Total – Public Sector (US) (Effective May 4, 2023)
ServiceNow Impact Guided – MSP Dedicated Instance (Effective May 4, 2023)
ServiceNow Impact Advanced – MSP Dedicated Instance (Effective May 4, 2023)
ServiceNow Impact Total – MSP Dedicated Instance (Effective May 4, 2023)
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.
Health Assessment – Guided (Effective June 9, 2022) For purchases prior to June 9, 2022, please refer to the Archive.
Health Assessment – Advanced (Effective July 8, 2022)
Health Assessment – Total (Effective July 8, 2022)
Jumpstart Your AI Search (Effective July 8, 2022)
Jumpstart Your App Engine (Effective September 21, 2022)
Jumpstart Your Automated Testing (Effective September 21, 2022)
Jumpstart Your CIO Dashboard (Effective February 2, 2023)
Jumpstart Your Employee Center (Effective May 4, 2023)
Jumpstart Your Success Dashboard (Effective February 2, 2023)
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 CMDB (Effective May 4, 2023) For purchases prior to May 4, 2023, please refer to the Archive.
TuneUp Your IT Asset Management (Effective May 4, 2023)
TuneUp Your ITOM Discovery (Effective May 4, 2023)
TuneUp Your Security (Effective May 4, 2023) For purchases prior to May 4, 2023, please refer to the Archive.
TuneUp Your Virtual Agent (Effective July 8, 2022)
Other Impact Documents
The following documents may be incorporated into your applicable ServiceNow Impact Package Description.
HealthScan delivered as part of ServiceNow Impact Package (Effective November 14, 2022)
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 December 16, 2022) For purchases prior to December 16, 2022, please refer to the Archive.
ServiceNow Success Architect (Effective December 16, 2022) For purchases prior to December 16, 2022, please refer to the Archive.
Professional Customer Success Package (Effective August 23, 2022) For purchases prior to August 23, 2022, please refer to the Archive.
Enterprise Customer Success Package (Effective August 23, 2022) For purchases prior to August 23, 2022, please refer to the Archive.
Premier Customer Success Package (Effective August 23, 2022) For purchases prior to August 23, 2022, please refer to the Archive.
Professional Services Fixed Offerings
CMDB Amplified (Effective May 11, 2023)
Configuration Reviews Enterprise (Configuration Review Enterprise and Configuration Review Enterprise Extended)
(Effective August 23, 2022) For purchases prior to August 23, 2022, please refer to the Archive.
Now Intelligence (Effective August 29, 2022) For purchases prior to August 29, 2022, 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.
Virtual Agent Optimize (Effective May 11, 2023)
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)
Support Account Management (Effective March 1, 2023) For purchases prior to March 1, 2023, 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.
Enterprise Training Agreement Terms and Conditions (Effective July 29, 2022)
Government Learning Credits (Effective June 9, 2022)
Learning Credits (Effective October 31, 2022) For purchases prior to October 31, 2022, please refer to the Archive.
Training and Certification Terms and Conditions (Effective October 31, 2022) For purchases prior to October 31, 2022, please refer to the Archive.