{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "servicenow",
    "name": "ServiceNow",
    "vendor": "ServiceNow",
    "website": "https://www.servicenow.com",
    "category": "enterprise-and-operations",
    "category_name": "Enterprise & Operations",
    "tags": [],
    "sla_url": "https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/subscription-service-guide-upgrade.pdf",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.8,
    "max_credit_percent": 100,
    "max_credit": {
      "kind": "capped",
      "label": "100%",
      "value": 100,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "flat",
      "remedy": "credit",
      "max_credit_percent": 100,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": []
    },
    "claim_process": {
      "deadline_days": 30,
      "deadline_basis": "end of the month in which the Availability SLA was not met",
      "business_days": false,
      "method": "Written request to ServiceNow",
      "url": null,
      "required_evidence": [
        "Support requests relating to the period the production instances were not Available"
      ],
      "review_days": null,
      "credit_application": "Applied to next invoice for subscription fees (ServiceNow may delay issuing credits until amounts reach $1,000 USD)"
    },
    "exclusions": [
      "Maintenance Time of up to two hours per month",
      "Force Majeure Events",
      "Modifications of the Subscription Service by anyone other than ServiceNow",
      "General Internet outages",
      "Failure of customer infrastructure or connectivity (including VPN)",
      "Computer and telecommunications failures and delays",
      "Network intrusions, denial-of-service, or other criminal attacks"
    ],
    "support": {
      "tiers": [
        "Now Support (standard)",
        "Impact Guided",
        "Impact Total"
      ],
      "has_24x7": true,
      "fastest_response": "15 min (P1, Impact Total tier)",
      "response_is_sla": false,
      "designated_contact": "team",
      "architecture_review": true,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "custom",
      "source_url": "https://www.servicenow.com/impact.html",
      "note": "ServiceNow Impact (paid, roughly percent-of-ACV) adds faster response targets and Accelerator engagements; Impact Total adds a named team (Customer Success Executive, Platform Architect, CSM, and SAM). Uptime IS credit-backed (99.8 percent); support response times are targets. Impact subscription support; 15-min P1 on the Total tier, 30-min on Guided. Impact Accelerators are 50+ fixed-scope consultant engagements."
    },
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": true,
        "response_time": "< 24 hours"
      },
      {
        "name": "Enterprise",
        "slug": "enterprise",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "impact",
        "name": "ServiceNow Impact (Digital Production)",
        "category": "itsm",
        "description": "Enhanced support wrapper - same SLA",
        "sla_url": "https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/subscription-service-guide-upgrade.pdf",
        "uptime": 99.8,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "production",
        "name": "ServiceNow Production Instance",
        "category": "itsm",
        "description": "Production subscription service",
        "sla_url": "https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/subscription-service-guide-upgrade.pdf",
        "uptime": 99.8,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "regulated",
        "name": "ServiceNow Regulated Markets (FedRAMP)",
        "category": "itsm",
        "description": "GovCommunity and FedRAMP offerings, availability commitment not stated in the public Subscription Service Guide",
        "sla_url": "https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/subscription-service-guide-upgrade.pdf",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "ServiceNow is a Enterprise Software provider. See the official availability terms in ServiceNow's Subscription Service Guide at [https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/subscription-service-guide-upgrade.pdf](https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/subscription-service-guide-upgrade.pdf).\n\nServiceNow's Availability SLA commits that production instances of the Subscription Service will be Available at least 99.8% of the time during a calendar month, excluding Excused Downtime. If availability falls below this, the customer's exclusive remedy is to request (in writing within 30 days of month-end) either a Subscription Term extension or a service credit equal to the dollar value of the minutes the service was not Available, applied to the next invoice. Total monthly credits cannot exceed that month's subscription fee for the affected service and have no cash value; ServiceNow may delay issuing credits until they reach $1,000 USD."
  }
}