Vendors › ServiceNow
ServiceNow SLA
99.9%
Uptime commitment
—
Max service credit
—
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: none · Remedy: termination_only
How to claim
| Submission method | HI Portal — hi.service-now.com ↗ |
|---|---|
| Review timeline | 10 business days |
| Credit applied | Applied to next invoice |
Required evidence: Account ID, Affected services, Incident timestamps, Impact description.
Services (3)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| ServiceNow Impact (Digital Production) Enhanced support wrapper - same SLA | ITSM | 99.8% | eligible |
| ServiceNow Production Instance Production subscription service | ITSM | 99.8% | eligible |
| ServiceNow Regulated Markets (FedRAMP) GovCommunity and FedRAMP offerings | ITSM | 99.9% | eligible |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | Yes | Business hours |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer misconfigurations
- Free tier services
- Beta features
Notes
ServiceNow is a Enterprise Software provider. See the official SLA at https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/sla/servicenow-service-level-agreement.pdf.
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