---
sourceDocument: Yokohama Impact
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/impact

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Impact

ft:clusterId :

    - ipact

bundleId :

    - ipact


---

# Using Developer Support

# Using Developer Support {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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

## Developer Support Boundaries {#developer-support-usage__section_fpg_pl4_bvb}

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](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.
{#developer-support-usage__ul_mrk_js4_2xb}  
Note:  
Developer Support isn't currently available in the Australia IRAP-Protected datacenters or in certain other restricted environments.

## Parameters {#developer-support-usage__section_qpj_myt_2xb}

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
      {#developer-support-usage__ul_utj_pp4_2xb}
    {#developer-support-usage__ul_fk2_4yt_2xb}
:   Note:  
    See [Manage Developer Support user access](https://servicenow-prod.fluidtopics.net/fpgJ8kNxtoDvnKAulKz1FA "Add designated users to enter a support case for Developer Support. The named contacts are responsible for entering details about a specific issue.") 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
    {#developer-support-usage__ul_gk2_4yt_2xb}

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
    {#developer-support-usage__ul_mf4_1m4_bvb}