ServiceNow Now Platform

Depending on the issue that you raise and how you set the priority getting a response can be days. About the only thing that can get a quick response is when the entire portal is down, but even that could be a few hours. Because the system is so customizable it is also a challenge working with support to validate the issue you are having is not the result of something you might have done to yourself and often times any attempts you make at troubleshooting the issue yourself prolongs the support team because they tend to focus on the recent changes made in trying to troubleshoot.

All support tickets that we have submitted have been addressed promptly and solutions are VERY well documented.

The overall support that is being provided for ServiceNow now platform has been undoubtedly phenomenal. Very pro active and readily available support.

So far we are having zero downtime except some planned maintenance work. This has a strong workflow and Business Application API. Which help us to manage this Software in a easier way.

We have many levels of interaction with ServiceNow. The first line of support sometimes is not equipped to resolve more complex issues, but the escalation process is clearly defined and followed with limited friction. Our account team is very responsive and willing to brainstorm ideas to improve and increase usage. We also have direct interaction with product teams to see previews of new features and at times to provide input to influence implementation details.