--- sourceDocument: Australia Impact sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/impact Release : - australia ft:locale : - de-DE ft:publication_title : - Australia Impact ft:clusterId : - ipact bundleId : - ipact --- # Impact packages # Impact packages {#ariaid-title1} * Freigeben Version: Australia * * Aktualisiert 12. März 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 Minuten Lesedauer ServiceNow Impact packages comprise support tools, self-help resources, human-led engagements, discounts, and additional benefits made available to you depending on the level of Impact package procured. There are two subscription packages for Impact: Guided and Total. Regardless of the package, all Impact customers get: * A great digital experience with value realization dashboards and intuitive journey builders. * Personalized learning and coaching with curated content and tailored learning aligned to your roadmap and role. * A smart recommendation engine that provides proactive insights, prescriptive alerts, and custom recommendations. {#impact-packages__ul_ocn_ztn_2xb} ## Descriptions {#impact-packages__section_mpc_4wg_sxb} If you have purchased an Impact offering, the applicable Impact Package description applies to your purchase. See the Legal Schedules for Impact for additional information at . Guided : * Entry-level offerings including the Premium digital experience, enhanced technical support, and curated content. * Impact Squad: Customer Success Manager {#impact-packages__ul_vfg_l5l_wxb} Advanced : * Augments the Guided package with end-to-end technical support with tools like Instance Observer, developer support, advisory sessions, personalized content, and on-demand training and certifications. * Impact Squad Team: Customer Success Manager, Customer Success Executive, Platform Architect, and Support Account Manager {#impact-packages__ul_wfg_l5l_wxb} Total : * The complete solution with a designated expert team, personalized recommendations, preventative tools, and much more. * Impact Squad Team: Customer Success Executive, Platform Architect, Customer Success Manager, and Support Account Manager {#impact-packages__ul_xfg_l5l_wxb} ## Accelerator consumption per Impact package {#impact-packages__section_nyg_4np_jyb} Depending upon the Impact package that you have purchased, there's an allotment of how many Accelerators from each sub-catalog that can be consumed consecutively. See [Accelerator catalog](https://servicenow-prod.fluidtopics.net/7YqXuFxsCHmn9hjD2sxrow "This is a complete Impact Accelerator catalog that combines the Architecture, Strategy, and Technical sub-catalogs.") for additional information on Accelerators and sub-catalogs. The below consumption allocations apply to all variations (for example, US PubSec, MSP Dedicated) and versions (for example, V3 \& V4) of Impact packages, unless otherwise specified. {#impact-packages__table_qld_2xg_sxb__entry__3} | Package | Description | Accelerator Consumption | |-|-|-| | Guided | Entry-level offerings including the Premium digital experience, enhanced technical support, Impact Squad Customer Service Manager (CSM), and curated content | 1 at a time across all sub-catalogs | | Advanced | Augments the Guided package with an Impact Squad team, end-to-end technical support, and tools like Instance Observer, developer support, advisory sessions, personalized content, adoption tool kits, and on-demand training and certifications. | 3 total (1 of each sub-catalog concurrently at a time) | | Total | The complete Impact solution with a designated expert team, personalized recommendations, preventative tools, and much more. | 6 total (2 of each sub-catalog concurrently at a time) | [ ] {#impact-packages__table_qld_2xg_sxb} ## Customer agreements and terms {#impact-packages__section_typ_sgg_fdc} For customer agreements and terms, refer to the applicable Impact Accelerator description available at  . ## Add-on packages {#impact-packages__section_vpz_ykz_y1c} Add-on packages introduce flexibility for Impact customers and are available in all environments where Impact is available. Add-On packages will be sold to all Impact customers and are priced on a per SKU, per year basis, with each Add-on priced separately with distinct entitlements. {#impact-packages__table_q2r_5nz_y1c__entry__2} | Name | Entitlements | |:-|:-| | Strategic Value | * Upgraded Value IDI * Two additional Strategy Accelerator Catalog concurrencies * Additional CSM coverage {#impact-packages__ul_cbn_24z_y1c} | | Platform Governance | * Upgraded Health IDI * Two additional Architecture Accelerator catalog concurrencies * Additional CSM coverage {#impact-packages__ul_ryc_q4z_y1c} | | Managed Support | * Upgraded P1/P2 level issue initial target response times * Additional SAM coverage on 1 instance * Five [Impact Developer Support](https://servicenow-prod.fluidtopics.net/7VbTZAXrQnCmvk63dIPY~g "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.") seats {#impact-packages__ul_zcp_fpz_y1c} | | [Overview of Instance Observer](https://servicenow-prod.fluidtopics.net/Yhg7rISPDYQT~_2QvOjmag "Instance Observer (IO) is an observability and performance monitoring tool that empowers you to track your instance health and performance in near real-time, while also providing historical insights.") Features | * A rolling 6-month period of performance and availability monitoring of the platform, application, and infrastructure hosting Customer's instance with reporting capabilities * Ability to set self-service alerts, notifications, and analyze data {#impact-packages__ul_xqw_mzv_hfc} | | Instance Observer Seats | Ten Instance Observer seats, in addition to the procured Impact package | | [Preventive Care](https://servicenow-prod.fluidtopics.net/CkV9LWDnVYvMUDuddc3Btw "Preventive Care is a premium, engineer-led diagnostic of instance performance executed on a regular cadence and available as an add-on package to all ServiceNow Impact customers.") | Bi-annual deep-dive into the health of production instances * Performance Engineer-led diagnostic * Presentation to customer stakeholders * Guided Remediation {#impact-packages__ul_hlz_tqt_xfc} | | Platform Health | * Unlimited Active Custom Definitions * Proposed Fix {#impact-packages__ul_kmw_wjt_2hc} | [Tabelle : 1. Available Add-on SKUs] {#impact-packages__table_q2r_5nz_y1c} Hinweis: * IDI = Impact Delivery Instance * CSM = Customer Support Manager * SAM = Support Account Manager {#impact-packages__ul_tty_54z_y1c}