Get started with Developer Support
Summarize
Summary of Get Started with Developer Support
Get Started with Developer Support is an initiative designed to help ServiceNow customers efficiently identify technical stakeholders and access Developer Support. This program provides essential benefits, including support from a ServiceNow Support Account Manager (SAM) and specialized subject matter experts (SMEs) for troubleshooting customizations.
Show less
Key Features
- Stakeholder Identification: Assistance in determining named contacts for Developer Support.
- Streamlined Issue Resolution: A method for admins and developers to resolve customization-related issues effectively.
- Expert Assistance: Access to SMEs for troubleshooting and insights on customization scope, including business rules, UI scripts, and more.
- Code Review: Review of up to 200 lines of custom code within a break-fix model.
- Service Level Agreement: Requests are managed under a Priority 3 (P3) SLA, focusing on break-fix issues.
Key Outcomes
Upon engaging with Developer Support, customers can expect:
- A 30-minute review session to understand the Developer Support offering, including what is in scope and out of scope.
- Guidance on adding or editing named contacts for Developer Support.
- Clarification of roles and responsibilities for key resources, including Platform Owners, System Administrators, Developers, and SMEs.
Note that the initiative does not cover detailed data reviews, hands-on troubleshooting, or performance-related solutioning.
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