Using Developer Support

Learn more about using Developer Support and helpful information when submitting a developer request with Impact.

Developer Support Boundaries

• General

  Developer Support is available Monday – Friday, 09:00 – 17:00, based on the local time zone of the case communication.

  • Cases are opened with P3 priority, and aren’t eligible for escalation. For more information on response time and SLA, see https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547260.

  • Developer Support cases are investigated on a subprod instance. All issues must be reproducible on a subprod instance.

  • Available to self-hosted customer instances via a modified delivery model.

Note: Developer Support isn’t currently available in the Australia IRAP-Protected datacenters or in certain other restricted environments.

Parameters

There are certain parameters to consider when submitting a Developer Support case, as described in the following sections.

• Users:

  • The named contact is responsible for ensuring that each case opened describes a specific issue and that the section of code referenced is isolated to a narrow band of code not to exceed 200 lines.

  • Available to the number of designated users per Impact Package subscription (not including customer system administrators):

    • Five for Advanced Impact package

    • Ten for Total Impact package Note: See Manage Developer Support user access to designate users.

• Infrastructure:

  • Supported version(s) of the release/feature/application/hardware are required

  • English is the only supported language

  • Troubleshooting or debug of third-party applications or assessment of security vulnerabilities are not included

• Integrations:

  Integration support is only performed within a ServiceNow instance or infrastructure and includes:

  • Questions on ServiceNow APIs

  • Scripts to consume the data from the integration (only if the data is imported as expected)

  • Transform Map scripts