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