Common use of RESPONSE TIMES AND LEVEL OF EFFORT Clause in Contracts

RESPONSE TIMES AND LEVEL OF EFFORT. Customer may submit an incident with ServiceNow via the Support Portal or phone. Response times are not affected by the manner of contact. All support requests are tracked in the Support Portal and can be viewed by Customer’s authorized contacts. ServiceNow will use reasonable efforts to meet the target response times and target level of effort stated in the table below. P1 30 minutes Continuously, 24 hours per day, 7 days per week P2 2 hours Continuously, but not necessarily 24 hours per day, 7 days per week P3 1 business day As appropriate during normal business hours P4 N/A Varies