Fruition Partners Support

Description of the model in place to support ServiceNow – Fruition Partners customers

Fruition Partners Support Model

How to contact customer support:

For Production Instance Availability (P1 Outage):

  1. Log the incident in http://www.service-now.com/hi
  2. Contact Service-now.com:
    • During UK business hours: +44 800 756 9901
    • Outside UK business hours or if no answer from UK: +1 858 345 1444

This number is 24 x 7 x 365. For after-hours P1 incidents, your call will be routed to a call service that will immediately connect you to a member of the Service-now on-call Customer Support Staff. If for some reason you are unable to reach anyone with the above number please call +1-866-585-0989.

For Production Instance Critical Defect (P2):

  1. Log the incident in http://www.service-now.com/hi
  2. If during Geneva business hours, contact Fruition Partners:
    • During CET Business hours (9 AM-6 PM CET): +41 22 518 33 11
    • If outside Geneva business hours, contact ServiceNow directly:
      •    During UK business hours: +44 800 756 9901
      •    Outside UK business hours or if no answer from UK: +1 858 345 1444

This number is 24 x 7 x 365. For after-hours P2 incidents, your call will be routed to a call service that will immediately connect you to a member of the Service-now on-call Customer Support Staff. If for some reason you are unable to reach anyone with the above number please call +1-866-585-0989.

For other incidents:

  1. Check Online documentation http://wiki.service-now.com/ and on the Community http://community.service-now.com/
  2. Submit incidents at Customer Support System http://www.service-now.com/hi
  3. If needed, telephone support
    • During CET Business hours (9 AM-6 PM CET): +41 22 518 33 11

Geneva business hours:
9AM-6PM CET from Monday to Friday with the exceptions of:

1st August 2017
18th September 2017
25th December 2017
26th December 2017
1st January 2018
2nd January 2018
30th March 2018
2nd April 2018
10th May 2018
21st May 2018
1st August 2018
17th September 2018
25th December 2018
26th December 2018

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