Now Support Scheduled Maintenance FAQs

Now Support will undergo scheduled maintenance on April 8, 2023 from 19:00 to 23:00 PT (02:00 – 06:00 UTC, Sun April 9)

Thank you in advance for your collaboration.

Scheduled maintenance is complete.

NowSupport is on-line and available.

1. What does the maintenance entail and why is it happening?

ServiceNow is upgrading the hardware that the Now Support system is running on. We are updating our infrastructure to provide our customers with the best-in-class support experience and performance.

2. When is this maintenance scheduled?

Maintenance date: Saturday, April 8, 2023

Start time: 19:00 PT (02:00 UTC, April 9)

End time: 23:00 PT (06:00 UTC, April 9)

3. How will this maintenance impact me?

• The Now Support system will be unavailable for up to 30 minutes during the Maintenance window, during this time you will see the ServiceNow Maintenance page and information on how to contact Customer Support for critical issues.
• Instance maintenance will be paused for up to 4 hours (19:00 – 23:00 PT, April 8). This includes provisioning new instances, upgrading instances, cloning instances, as well as any other instance automation typically initiated through Now Support.

4. How will ServiceNow communicate with me about this maintenance?

• Now Support will feature a banner on support.servicenow.com to raise awareness and provide information about this event prior to the maintenance date.
• Awareness emails will be sent before the event and directly before and after the actual downtime, to update you as soon as the system is available.

5. What can I do to prepare for the Now Support maintenance?

Consider rescheduling any automated activities to avoid overlapping with this window to ensure the timely completion of your changes.

6. What will happen to automated activities in-flight?

Any changes that are in-flight at the beginning of this maintenance may be delayed for up to 4 hours in their completion.

7. What if I need to open a Case for Now Support during this time?

If you need to contact support for critical issues during the time that Now Support is unavailable, all ServiceNow Support numbers will continue to be available, in addition to this number +1 619-736-3399. For non-critical issues and questions, please wait until Now Support is available to contact customer support.