Get started with Developer Support

  • Release version: Washingtondc
  • Updated May 3, 2024
  • 2 minutes to read
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    Summary of Get Started with Developer Support

    Get Started with Developer Support is an initiative designed to enhance understanding of the Developer Support offering and assist in identifying key contacts for requesting support. This initiative aims to streamline the resolution of technical issues related to customizations in the ServiceNow platform.

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    Key Features

    • Stakeholder Identification: Assistance from a ServiceNow Support Account Manager (SAM) in naming contacts for Developer Support access.
    • Streamlined Issue Resolution: A structured approach for admins and developers to address issues with existing customizations.
    • Specialized Support: Access to a subject matter expert (SME) for troubleshooting customization-related issues.
    • Customization Insights: Review and insights into the scope of customizations, including business rules and UI scripts.
    • Code Review: Evaluation of up to 200 lines of custom code within a break-fix model.

    Key Outcomes

    By utilizing Developer Support, customers can expect:

    • A 30-minute review session covering the Developer Support offering, including in-scope and out-of-scope items.
    • Guidance on how to add or edit named contacts for Developer Support.
    • Clarity on responsibilities for key customer roles, including Platform Owners, System Administrators, and Developers.

    Note that Developer Support focuses on troubleshooting custom code and does not include detailed data reviews or hands-on configuration assistance.

    Get Started with Developer Support is an Impact Initiative that facilitates the understanding of the Developer Support offering and identification of named contacts for requesting Developer Support.

    Overview

    Get Started with Developer Support helps you expedite identifying technical stakeholder solutions to issues with access to Developer Support. The Initiative includes the following benefits:

    • Enables a ServiceNow Support Account Manager (SAM) to help you determine the stakeholders to be named as contacts for Developer Support access
    • Equips admins and developers with a streamlined method for resolving issues associated with existing customizations
    • Provides access to a specialized subject matter expert (SME) to assist in troubleshooting customizations
    • Delivers insights into customization scope, including business rules, UI (user interface) scripts, script includes, and UI macros
    • Provides a review of up to 200 lines of custom code in a break-fix model

    Developer Support is available in the Advanced and Total Impact packages and offers expert assistance in troubleshooting and debugging customization-related issues. For more information on Developer Support, see Impact Developer Support.

    Developer Support Troubleshooting and assistance
    Specialized SME Specialized SME to help you troubleshoot your customizations
    Broad scope Customization scope, which includes business rules, UI scripts, script includes, and UI macros
    Reviews actual code Review of up to 200 lines of code
    Priority 3 Service Level Agreement (P3- SLA) Requests are handled on a P3 basis
    Break-fix code only Developer Support only troubleshoots custom code break-fix model and not a preventative model

    What you get

    Developer Support review session (30 minutes)
    • Review of the Developer Support offering and what is in scope and out of scope
    • Explanation of the exclusive access provided to the named contacts
    • Identification of proper stakeholders to be named contacts for Developer Support
    • How to add or edit named contacts for Developer Support
    • Walk through of submitting a Developer Support request

    Requested customer resources

    Customer resource Responsibilities
    Platform Owner (Required) Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the system administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.
    System Administrator(s) (Recommended) Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. 
    Developer(s) (Recommended) Writes code for the ServiceNow platform.
    Subject Matter Expert(s) (Recommended) Non-developers with strong knowledge of processes around customizations.

    Exclusions and limitations

    Get Started with Developer Support does not include:

    • A detailed review of your data
    • Technical, hands-on troubleshooting or configuration
    • Solutioning and scoping related to performance data
    • Decision making