Impact Developer Support
Developer Support is an offering to Advanced and Total Impact packages, and Guided customers who purchase managed support, that provides administrators and authorized users access to a ServiceNow Support Engineer who can assist in troubleshooting technical issues around existing platform customizations.
Many ServiceNow customers operate custom code and configurations. When these customizations break, Developer Support is there to help troubleshoot and debug these customizations.
Named individuals may be designated who have been trained to administer the Subscription Service to request assistance from ServiceNow support engineers in troubleshooting technical issues with existing customizations on the ServiceNow platform.
Note: Up to five individuals may be designated with the Advanced package, and up to ten individuals may be designated with the Total package.
Who to contact
There are several stages in the custom code end-to-end development lifecycle. Each of these stages allow for different levels of support that require assistance from specific ServiceNow teams.
| Custom code lifecycle | Use cases | Delivered by |
|---|---|---|
| Design review | 1. Help me with a design review for manageability, performance, and upgradability 2. Help to determine what is the right base system tool to use for my given objective 3. Help me plan the right architecture | Platform Architect |
| Code review | Help to debug a pre-scoped / pre-designed customization that isn't working as expected | Expert Services |
| Development support | Help to fix my custom code after it breaks | Developer Support |
In scope use cases
Many use cases are supported by Developer Support:
- Break-fix troubleshooting or adjusting existing customizations
- Questions on the ServiceNow APIs
- Exclusions
Some use cases are not supported by Developer Support:
- New Implementation of the product, such as initial implementation or new product implementation
Customizations that break after a ServiceNow family upgrade. Customer customizations are not backward compatible and should be developed against the latest released code.
Note: Reach out to Now Support to understand if there are any changes in the ServiceNow base system APIs.
Testing (UAT, load, regression, performance)
- Building and designing net new features and enhancements, such as new requirement analysis and design, or new coding queries
- When related to integrations, excludes:
- Understanding how parsing data will affect a customer's business process
- Knowledge of 3rd party systems involved in integration
- Scripts to retrieve content from external sources
- Integrations that are not possible due to ServiceNow API limitations