Does ServiceNow offer a service-level agreement (SLA)?

Yes. ServiceNow backs its service with an SLA: if it misses its uptime commitment you are entitled to service credits.

What is ServiceNow's uptime commitment?

ServiceNow's headline uptime commitment is 99.8%, generally measured per month.

How do I claim ServiceNow SLA credits?

Credits are not automatic — you must request them within the SLA's stated claim window.

Vendors › ServiceNow

SLA Profile

ServiceNow

Enterprise & Operations ·servicenow.com ↗ ·verified 2026-06-23

Official SLA ↗

✓

Credit-backed

Publishes an SLA backed by flat-rate service credits: 99.8% uptime, credits up to 100%.

Source: official SLA ↗ · checked 2026-06-23 · View as JSON

99.8%

Uptime

100%

Max credit

—

Claim window

Credit

Remedy

Standard

Min plan

How to claim

Submission Written request to ServiceNow

Deadline 30 days of incident

Credit applied Applied to next invoice for subscription fees (ServiceNow may delay issuing credits until amounts reach $1,000 USD)

Required evidence: Support requests relating to the period the production instances were not Available

Common 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 complementary, not the SLA

Standard SLA-eligible

Included · Business hours

Enterprise SLA-eligible

Custom · 24/7

Per-service SLAs · 3

Most platforms commit to SLAs per service, not one blanket number.

Service

Category

Uptime

SLA

ServiceNow Impact (Digital Production)

Enhanced support wrapper - same SLA

ITSM

99.8%

covered

ServiceNow Production Instance

Production subscription service

ITSM

99.8%

covered

ServiceNow Regulated Markets (FedRAMP)

GovCommunity and FedRAMP offerings, availability commitment not stated in the public Subscription Service Guide

ITSM

—

covered

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. ServiceNow’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.

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