Revision as of 17:44, 22 June 2010

Contacting Customer Support 

Customer Support can be contacted using the online Customer Support system: hi.service-now.com, email: [email protected], and telephone: (858) 345-1444. As part of your initial deployment, the implementation team will setup user IDs for you to log into the Customer Support system.

A local phone number for Customer Support is available in the UK: 0800 756 9901. If you use this number for a critical issue and you do not reach a Customer Support person, then please call the US number (858) 345-1444 which will always be answered by Service-now.com.

Lower priority incidents that are not urgent, specifically P3 and P4 incidents (see definition below), should be created electronically by using the online Support System.

Support Hours

For critical issues Customer Support is available 24 hours a day, 7 days a week. For such urgent issues please contact Support by phone. For non-critical issues you can contact support by any of the methods listed above. Support is provided by our Customer Support centers in San Diego and London. The San Diego, California Support office hours are 7am to 6pm PST. The London UK Support office hours are 8am to 5pm London time (midnight to 9am PST).

Creating Incidents

It's recommended that you check the following locations for answers to your questions prior to opening an incident: knowledge base, wiki, or forums.

To report issues or to ask a question, you can create an incident using the following two methods:

• Log onto hi.service-now.com and navigate to Self-Service->Create New Incident
  
• Send an email to [email protected] that includes the details of your problem. The subject of the email becomes the Short description of the incident and the body is entered into the Additional Comments field.

Please include the following information to help Customer Support with their response and resolution:

• User Instance (development, test, or production)
• User Priority:
  

1. Critical Priority (P1) - Reserved for system outages which make an instance unavailable or inaccessible to all users.
   
2. High Priority (P2) - Reserved for high impact issues where a degradation of service exists or where multiple users are impacted and a prompt response is required.
3. Medium Priority (P3) - Reserved for medium impact issues where non-critical business processes are affected.
4. Low Priority (P4) - Reserved for 'how-to' type questions or simple troubleshooting advice on issues that do not require an immediate response.

• Short description
• Additional Comments should include:
  
  • Steps to reproduce
  • Expected behavior
  • Recent changes or customizations
    
  • Area of impact – single or multiple users

You will receive an email notification regarding your newly created incident. You can update the incident by replying to the email directly, which will take the typed info and enter it into the Additional Comments field, or you can log into the Customer Support System to view and update the incident.

24/7 Critical Issue Support

If you need immediate assistance for a critical issue such as your production instance being unavailable, please do the following:

1. Open an Incident via hi.service-now.com or by emailing [email protected]  to provide as much detail as possible
2. Call (858) 345-1444 to report the issue to Customer Support. For after-hours P1 incidents, your call will be routed to a call service that will immediately connect you to a member of the Service-now on-call Customer Support Staff. If for some reason you are unable to reach anyone with the above number please call 1-866-585-0989.

Making Service Requests

The following requests can be made from hi.service-now.com by using the following modules in the Self-Service Application:

• Clone Request
• Instance Upgrade Request
• New Instance Request
• Request Plugin Activation
• VPN Request Form

If the request you'd like to make is not covered by those categories, you can create an incident.

Customer Admin Role

Your company should designate at least one user as its Customer Admin. Using this role, this user will can create and manage your company's users on the Customer Support system. To do so, the user should navigate to Self-Service->Create User and Self-Service->Manage Users respectively in the Customer Support system. If you have any questions or would like to request this role, please create an incident with Customer Support.

Service-Now.com Information Repositories

We recommend that you check the following locations for answers to your questions prior to opening an incident:

The Knowledge Base

Our Knowledge Base contains a variety of useful solutions and troubleshooting tips to address commonly asked questions. It can be accessed within our Customer Support system at hi.service-now.com by navigating to Self-Service->Knowledge.

The Wiki

The Wiki has information about Service-now.com's features, product enhancements,and updates. If you have a question, check out the Table of Contents or the topic portals. If your question isn't answered here, let us know!

The Forums

Our forum has been created to offer a collaborative environment for Service-now.com employees, customers, partners and prospects to share information and ideas that relate to our application set, customization, best practices, and how best to ensure that you can maximize the ways in which Service-now.com solutions can address your challenges. They can be found at community.service-now.com.

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