Legal
Customer Agreements and Terms
Ordering Agreement
Direct and Indirect Customer Agreement – For customers purchasing ServiceNow's Subscription Service directly from ServiceNow or from a ServiceNow reseller on or after June 12, 2024, your use is governed by the Ordering Agreement. For purchases prior to June 12, 2024, please refer to the Archive.
For customer purchases that reference the Subscription Service Agreement, 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 March 12, 2025) For purchases prior to March 12, 2025, please refer to the Archive.
Data Processing Addendum ("DPA") (Effective May 3, 2024) For purchases prior to May 3, 2024, please refer to the Archive.
Data Security Addendum (“DSA”) (Effective 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)
Self‑Hosted Agreements
Self‑Hosted Software License Agreement (Effective November 8, 2024) For purchases prior to November 8, 2024, please refer to the Archive.
Self‑Hosted Software Guide (Effective March 12, 2025) For purchases prior to March 12, 2025, please refer to the Archive.
Additional Product Terms
The following additional product terms may be incorporated into your applicable Customer Agreement:
Restricted And Self‑Hosted Product‑Specific Terms (Effective December 06, 2024) For purchases prior to December 06, 2024, please refer to the Archive.
Restricted And Self‑Hosted Usage Policy
Third Party Hosted Product Addendum (Effective September 15, 2025) For purchases prior to September 15, 2025, please refer to the Archive.
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 QuickStart (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 13, 2024) For purchases prior to May 13, 2024, please refer to the Archive.
ServiceNow Sweagle Addendum (Effective January 18, 2022) For purchases prior to January 18, 2022, please refer to the Archive.
ServiceNow Sweagle Security Guide (Effective October 8, 2020) For purchases prior to October 8, 2020, please refer to the Archive.
ServiceNow Sweagle Self‑Hosted Software Guide (Effective January 18, 2022) For purchases prior to January 18, 2022, please refer to the Archive.
Software Spend Detection and Software Asset Management Content Service Addendum (Effective July 24, 2023)
To the extent Customer's ordering document references the Product Overview, the applicable document can be found in the Archive.
Beginning August 3, 2023, to the extent Customer’s ordering document references Custom Table Guide, Integration Hub and Automation Engine Overview, and ServiceNow Subscription Unit Overviews, the applicable documents can be found on the entitlement supplements page. For purchases prior to August 3, 2023, 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 Impact
For ServiceNow Impact Package, Accelerator, and Other Descriptions, please refer to the ServiceNow Impact page.
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 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
AI Service: Assess and Advise (Effective May 9, 2025)
AI Service: Implement and Deploy (Effective June 6, 2025)
CMDB Amplified (Effective May 11, 2023)
Configuration Assist – Business Process Consultant (Effective September 23, 2024)
Configuration Assist – Technical Consultant (Effective September 23, 2024)
Configuration Review Enterprise (Configuration Review Enterprise and Configuration Review Enterprise Extended)
(Effective July 15, 2024) For purchases prior to July 15, 2024, please refer to the Archive.
General Consulting (Effective October 29, 2024)
Implementation Design (Public Sector)
Implementation Execute (Public Sector)
IRM Data Model Design (Tier 1) (Effective January 9, 2024)
IRM Data Model Design (Tier 2) (Effective January 9, 2024)
Now Assist for CSM Implementation (Effective November 25, 2024)
Now Assist for HRSD Implementation (Effective November 25, 2024)
Now Assist for ITSM Implementation (Effective November 25, 2024) For purchases prior to November 25, 2024, please refer to the Archive.
Now Assist Outcomes Assessment (Effective October 28, 2024)
Now Assist Self‑Hosted Technical Workshop (Effective October 28, 2024)
Now Intelligence (Effective August 29, 2022) For purchases prior to August 29, 2022, please refer to the Archive.
Performance Engineering: Test Execution (Effective Feb 3, 2025).
Performance Engineering: Testing Advisory Service (Effective March 7, 2025) For purchases prior to November 25, 2024, please refer to the Archive.
Platform Encryption Foundations (Effective June 11, 2025)
Process and Capability Assessment – TWF (Tier 1) (Effective April 15, 2025) For purchases prior to April 15, 2025, please refer to the Archive.
Process and Capability Assessment – TWF (Tier 2) (Effective April 15, 2025) For purchases prior to April 15, 2025, please refer to the Archive.
Public Sector Configuration Assist (Effective July 18, 2024)
Self‑Hosted Technical Workshop [Formerly Self‑Hosted Services] (Effective June 1, 2022) For purchases prior to June 1, 2022, please refer to the Archive.
Service Catalog Unified (Effective August 14, 2023)
Solution Architecture Service (Effective August 08, 2025)
Tag‑Based Service Mapping Amplified (Effective June 11, 2025)
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
Configuration Review Professional (Effective January 18, 2022) For purchases prior to January 18, 2022, please refer to the Archive.
ITOM Managed Support Services (Effective May 2017)
Support Services
Support Account Management (Effective May 28, 2024) For purchases prior to May 28, 2024, please refer to the Archive. If you’re purchasing Support Account Management services as part of Impact, please refer to the ServiceNow Impact page.
Global Learning and Development
Education Services
Enterprise Training Agreement Terms and Conditions (Effective February 4, 2025)
Government Learning Credits (Effective July 28, 2025)
Learning Credits (Effective July 28, 2025)
ServiceNow Credentialing Program Agreement (Effective May 5, 2025)
Training and Certification Terms and Conditions (Effective July 28, 2025) For purchases prior to July 28, 2025, please refer to the Archive.