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:

25th December 2015
1st January 2016
25th March 2016
28th March 2016
5th May 2016
16th May 2016
1st August 2016
19th September 2016
26th December 2016

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