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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 Subscription Terms of Use

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.

Support, Security and Privacy Terms

Customer Support Addendum (“CSA”)

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 October 23, 2020. For purchases prior to October 23, 2020, please refer to the Archive.

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.

Ancillary Documents

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

ServiceNow Product Overview for purchases on or after November 19, 2020. For purchases November 18, 2020 or earlier, please refer to the Archive.

Custom Table Guide (Effective March 2020)

Upgrade Policy (Effective July 2018)

IntegrationHub Overview (Effective November 2020)

ServiceNow Subscription Unit Overview for purchases after July 22, 2020. For purchases July 22, 2020 or earlier, please refer to the Archive.

Pre‑signed Data Processing Addendum (Effective July 2020)

AI Research Program FAQ

Loom Security Guide

ServiceNow Sweagle Addendum

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

Sweagle Self‑Hosted Software Guide

Self‑Hosted Software Guide

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.

 

Advisory Services

Business Alignment Workshop (Effective February 2019)

 

Customer Success

ServiceNow Platform Architect (Effective July 2020)

ServiceNow Success Architect (Effective July 2020)

Professional Customer Success Package (Effective July 2020)

Enterprise Customer Success Package (Effective July 2020)

Premier Customer Success Package (Effective July 2020)

 

Professional Services 

Application Portfolio Management (APM) Accelerated Implementation

QuickStart for Active Directory Password Reset (Effective January 2015)

ServiceNow Edge Encryption Design & Advise (Effective July 2017)

ServiceNow Edge Encryption Implementation (Effective July 2017)

Event Management Accelerated Implementation (Effective March 2019)

SAM SaaS Implementation Assistance (Effective May 2020)

 

Remote Services

Remote Administration  (Effective April 2019)

ITOM Managed Support Services (Effective May 2017)

Jumpstart Your Upgrade (Effective March 2019)

Configuration Review Professional (Effective May 2019)

TuneUp Your Security (Effective April 2020)

TuneUp Your CMDB (Effective July 2020)

 

Best Practice Workshop

ITBM Best Practice Workshop

 

Production Readiness Services

Configuration Reviews Enterprise (Configuration Review Enterprise and Configuration Review Enterprise Extended)

 

Discovery Services

Discovery Implementation

Discovery Optimization

 

Integration Services

Self‑Hosted Services (Effective April 2015)

 

Support Services

Support Account Management (Effective August 2020)

Signature Support Account Manager (Effective November 2019)

Pinnacle Support Account Manager (Effective February 2020)

 

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.

ServiceNow’s Commitment Against Slavery and Human Trafficking

Risk Management and Governance Arrangements in Regard to UK Taxation

// Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch // Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch

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