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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 February 18, 2021, your use is governed by the Public Sector Self‑Hosted License Terms.

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 January 12, 2021. For purchases prior to January 12, 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.

Self‑Hosted Agreement

Self‑Hosted Software License Agreement

Self‑Hosted Software Guide

Additional Product Terms

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

ServiceNow Product Overview for purchases on or after April 7, 2021. For purchases April 6, 2021 or earlier, please refer to the Archive.

Custom Table Guide (Effective March 25, 2021) For purchases prior to March 25, 2021, please refer to the Archive.

IntegrationHub Overview (Effective April 2021)

ServiceNow Subscription Unit Overview – IT Operations Management

ServiceNow Subscription Unit Overview – Software Asset Management (SAM)

ServiceNow Subscription Unit Overview – Telecommunication Network Performance Management (TNPM)

ServiceNow Subscription Unit Overview – Hardware Asset Management (HAM)

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)

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

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)

Edge Encryption Design & Advise (Effective February 10, 2021.  For purchases prior to February 10, 2021, please refer to the Archive)

ServiceNow Edge Encryption Implementation (Effective July 2017)

Event Management Accelerated Implementation (Effective February 10, 2021.  For purchases prior to February 10, 2021, please refer to the Archive)

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 January 26, 2021. For purchases prior to January 26, 2021, please refer to the Archive)

Configuration Review Professional (Effective January 26, 2021. For purchases prior to January 26, 2021, please refer to the Archive)

TuneUp Your Security (Effective January 26, 2021. For purchases prior to January 26, 2021, please refer to the Archive)

TuneUp Your CMDB (Effective January 26, 2021. For purchases prior to January 26, 2021, please refer to the Archive)

 

Best Practice Workshop

ITBM Best Practice Workshop

 

Production Readiness Services

Configuration Reviews Enterprise (Configuration Review Enterprise and Configuration Review Enterprise Extended)
(Effective February 18, 2021.  For purchases prior to February 18, 2021, please refer to the Archive.)

 

Discovery Services

Discovery Implementation

Discovery Optimization

 

Integration Services

Self‑Hosted Services (Effective February 10, 2021.  For purchases prior to February 10, 2021, please refer to the Archive)

 

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.

Training and Certification

Training and Certification Terms and Conditions (Effective April 13, 2021)

Learning Credits (Effective April 13, 2021)

Knowledge

 

ServiceNow’s Commitment Against Slavery and Human Trafficking

Risk Management and Governance Arrangements in Regard to UK Taxation

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