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Description

ServiceNow offers world-class technical support to every customer. Quick solution paths can be found using customer support tools such as the community, the knowledge base, and product documentation. The Technical Support team, located in our support centers in Santa Clara, San Diego, Orlando, London, Amsterdam, Dublin, Sydney, and Hyderabad is comprised of trained, experienced professionals with deep product knowledge and real-world experience. The goal of our technical support effort is to help your team resolve issues as quickly as possible.

Customers working for commercial organizations can read this page to learn about obtaining technical support from ServiceNow, including online resources and a technical support phone number. Customers working for government organizations can obtain information specifically for their needs by reading the Customer Support for United States Government Customers knowledge base article.

Note iconNote: ServiceNow Technical Support does not provide assistance with implementations. Please contact the ServiceNow Implementation Services team.

Support best practices

ServiceNow suggests this technical support pathway for quick solutions:

  1. Clearly identify the issue or question.
  2. View the ServiceNow Product Documentation.
  3. Search the ServiceNow Community. You must create an account in the ServiceNow Community in order to post.
  4. Open a case using the online Technical Support system in HI.
  5. Contact the Technical Support team.

ServiceNow 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 comment and ratings 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.

Knowledge Base

The ServiceNow Knowledge Base contains known errors, useful solutions, and troubleshooting tips to address commonly asked questions. It can be accessed within HI 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.

Support basics

  • Hours: All support tools and materials are available on our websites 24 hours a day. The Technical Support team is available 24 hours a day, 7 days a week, including all holidays.
  • Online support: Our Technical Support system is available at hi.service-now.com. Customers receive user IDs during the implementation process.
  • Phone support: For information, see Contact Us.

Searching for an answer to your issue (Enterprise customers)

In the HI Service portal, accessed by navigating to hi.service-now.com, you can 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 hi.service-now.com and Search from the HI Service Portal homepage or in the navigation bar on any page of the portal.
  • To view contextual results on the issue record producer form, click Get Help > Create a Case and complete the Description.

Submitting a case

To report an issue, submit a case: HI Service Portal for Customers.

Case priority

Case priority for an issue is determined using the guidelines below.

PriorityDefinition
P1Any defect that causes an instance to be unavailable.
P2Any defect that causes a critical function to fail.
P3Any defect that significantly impedes work or progress.
P4Any defect that does not significantly impede work or progress.

Response time and SLA

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.

PriorityTarget Response TimesTarget Level of Effort
P130 minutesContinuously, 24 hours per day, 7 days per week
P22 hoursContinuously, but not necessarily 24 hours per day, 7 days per week
P31 business dayAs appropriate during normal business hours
P4N/AVaries

Viewing open cases

Customers can view cases they have created at any time. To view open cases:

  1. Navigate to hi.service-now.com.
  2. Do one of the following:
    • Enterprise and Express customers, go to My Issues, and click the Cases tab.
  3. Click a case Number for detailed information.

Viewing closed cases

Customers can view cases they have closed at any time. To view closed cases:

  1. Navigate to hi.service-now.com.
  2. Do one of the following:
    • Enterprise and Express customers, go to My Issues, and remove Active=True by clicking on the breadcrumb.
  3. 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

Article Information

Last Updated:2019-11-04 06:20:01
Published:2019-10-01