Customers and ServiceNow partners can use the Now Support (HI) on HI to obtain information about the real availability of all their instances. Real availability is the percentage of production time that an instance is up and available for use.

Partners can obtain real availability data for all instances belonging to their company and for instances belonging to customers they manage.


Viewing instance real availability data

ServiceNow customers and partners can view data about their production and non-production instances.

  1. Navigate to
  2. Click Real Availability.

  3. [Partners only] To view a customer company, use the Company switcher in the header of the Now Support (HI).

    The data for the past 90 days is generated and appears on the screen. 

In the example, the production real availability is 98.610%


View the chart information:

  • Production and non-production instances are shown. If the company you are viewing has multiple production instances, then the production real availability percentage is  shown for each production instance associated with the company.
  • For more information about an individual outage, point to a yellow  or red  "chiclet." The case number, start time, end time, and impact are listed. The impact is the outage duration calculated as outage start time minus outage end time.

Retired and suspended instances remain on the graph for 90 days. Inactive days are shown with a gray chiclet. Instances may be retired for a period of time and then reactivated.

Viewing instance real availability in calendar view


When you click "More Details" on any of your instance information, you will be taken to a calendar view of the real availability for that instance. Use the drop-down lists to switch instances or select a custom time frame:


Export to Excel or PDF:

The cases used in calculating the real availability are shown at the bottom of the page: 

Are there any limitations?


Yes. Only 12 months of data may be visualized and exported at any time. Additionally, data is only accurate to January 1, 2014 and is not recommended to view availability prior to that time. 

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Last Updated:2020-05-14 00:42:37