Issue
Quick solution paths can be found using customer support tools such as the community, the knowledge base, and product documentation.
ServiceNow Customer Support provides 24 x 7 x 365 live agent support & technology management.
Customer support is a global team with support centers located at the following locations:
- Santa Clara (USFSC)
- San Diego (USFSC, SRC)
- Orlando (USFSC)
- Dublin (TSC)
- Staines (TSC, SRC)
- Amsterdam (TSC)
- Hyderabad (TSC, SRC)
- Tokyo (TSC)
- Sydney (TSC, SRC)
TSC = Technical Support Center
SRC = Site Reliability Center
USFSC = US Federal Support Center
Note: for location addresses, please check https://www.servicenow.com/company/locations.html.
Teams are comprised of ServiceNow employees that are trained engineers with deep product knowledge and real-world experience.
In technical support, our top goal is to help your team resolve issues as quickly as possible.
Commercial organizations
Use this page to learn about obtaining technical support from ServiceNow, including online resources and a technical support phone number.
Government organizations
Customers working for government organizations can obtain information specifically for their needs by reading the Technical Support for United States Government Customers knowledge base article.
How to engage support:
Best practices - ServiceNow suggests this technical support pathway for quick solutions:
- Clearly identify the issue or question.
- View the ServiceNow Product Documentation.
- Search the ServiceNow Community. You must create an account in the ServiceNow Community in order to post.
- Search the Knowledge Bases for known errors, useful solutions, and troubleshooting tips
- Open a case using the online Technical Support system in the Now Support (HI) portal.
- Contact the Technical Support team.
Resources
Product Documentation
The ServiceNow Product Documentation is the main repository for information about how to use the product. The search functionality returns answers from both the product documentation and the ServiceNow Community. Each article offers comments and rating functions. Participation and feedback are encouraged. Questions concerning documentation can be registered directly on each page using the Feedback tab.
ServiceNow Community
The ServiceNow Community offers blogs, articles, groups, and events related to ServiceNow usage, administration, and customization. Searching the community returns answers from all parts of the community site.
ServiceNow Knowledge base
The ServiceNow Knowledge base contains known errors, useful solutions, and troubleshooting tips to address commonly asked questions. It can be accessed within the Now Support portal by navigating to Get Help > Knowledge.
ServiceNow Monitoring
ServiceNow has a robust monitoring and diagnostics framework based on delivering cloud service to the end-user. This framework helps detect, respond, predict, and prevent issues at each layer of the service dependency. For additional information, see ServiceNow Monitoring - Overview and Insight in the HI Knowledge Base.
Availability
Support is here when you need it:
- Hours: All support tools and materials are available 24 hours a day. The Technical Support team is available 24 hours a day, 7 days a week, including all holidays.
- Online support: All resources that comprise the Technical Support ecosystem are available at the Now Support portal. Customers receive user IDs during the implementation process.
- Phone support: For information, see our Contact Us web page.
- Local language support is generally available on a commercially reasonable efforts basis to customers located in France, Germany, Italy, Japan, Spain and South Korea during local business operations of 9:00 am to 5:00 pm local time from Monday through Friday, excluding local holidays. English language support is provided during non-business hours.
How to search for solutions:
Navigate to the Now Support (HI) portal and search through ServiceNow knowledge base articles, known error articles, product documentation, and the community for an answer to your question or issue.
- To find results in public knowledge articles and Community, Search on the landing page before you log in.
- To find results from the Service Catalog, Knowledge bases, and Community, log in to the Now Support (HI) portal and Search from the homepage or in the navigation bar on any page of the portal.
- To view contextual results on the issue record producer form, select the Get Support button at the top right, just under your profile. On the Get Support page, scroll to the bottom of the page to “Create a case” and complete the Description.
How to submit a case:
To report an issue, submit a case: Now Support (HI) portal.
How cases are prioritized:
Case priority for an issue is determined using the guidelines below.
Priority |
Definition |
P1 |
Any instance (Production or Sub-Production), system or critical business function that is unreachable or unusable. |
P2 |
Any issue or defect that has caused a critical function to fail. |
P3 |
Any issue or defect which causes interruption to the customer's work or ability to move forward. |
P4 |
Any question, request, or defect that does not impede work or progress. |
Response Time Targets
Customers may submit a case with ServiceNow via phone or web and with ServiceNow's authorized reseller as directed by the reseller. All support requests are tracked online and can be viewed by the customer's authorized contacts. Response times do not vary if the case was filed via phone or web. ServiceNow or its authorized reseller, as applicable, will use reasonable efforts to meet the target response times and target level of effort stated in the following table. Support from the reseller may be limited to business hours only.
To learn more about Impact packages, click on the following links:
Viewing open cases
Customers can view cases they have created at any time. To view open cases:
- Navigate to the Now Support (HI) portal.
- Do one of the following:
- Go to My Issues, and click the Cases tab.
- Click a case Number for detailed information.
Viewing closed cases
Customers can view cases they have closed at any time. To view closed cases:
- Navigate to the Now Support (HI) portal.
- Do one of the following:
- Go to My Issues, and remove Active=True by clicking on the breadcrumb.
- Click a case Number for detailed information.
The Customer Administrator role
ServiceNow requires customers to designate at least one user as Customer Administrator to create and manage users on the Technical Support portal.
For more information, see Customer Administration.
Request Items
For information about requesting an Instance upgrade: Managing Upgrades with the Instance Upgrade Management Dashboard.
For information on how to Request plugin activation: Activating ServiceNow Plugins
Enhanced Support Engagement Process
This process is for Sales, Solution Consultants, Partners and customers to request an enhanced support engagement on a case that needs increased attention and management visibility. The items listed in the "Information needed to Request an Enhanced Support Engagement" section MUST be provided for a case to qualify. Failure to provide this information will result in the request not being reviewed and approved.
Impact Levels Supported
Enhanced Support Engagement is available for the following Impact levels:
- Legacy
- Guided
- Total
- Advanced
- Basic – Follows the Basic impact support level
Ways to request an Enhanced Support Engagement:
There are two ways to request an Enhanced Support Engagement, you can either:
- Update the case with details:
- See the "Information needed to Request an Enhanced Engagement" section
- Phone in your request to the case owner or ask to speak with a manager to initiate an Enhanced Support Engagement.
- Provide the following information:
- Case Number
- See the "Information needed to Request an Enhanced Support Engagement" Section
- Provide the following information:
Information needed to Request an Enhanced Support Engagement
- Customer's Support Level
- Type of assistance required
- Justification for the escalation
- Scope of the issue
- How long has the issue been occurring
- Steps Taken
Release
N/A
Resolution
If ever in doubt, check with support or your ServiceNow account team for assistance.