Professional Documents
Culture Documents
Guide
April 3, 2022
This Guide is intended to apply to all Modules within the Program. For Participants
accepted to participate in a Module, the terms set forth in the applicable Module Sub-
Guide also govern participation in that Module.
Participants are eligible to receive benefits to support their sales, services,
development, managed services, and application (App) certification efforts. Benefits
vary based on the Participant’s segment. Benefits earned by the Participant’s
demonstrated commitment and achievement to the Program may include access to
the ServiceNow Partner Portal, access to ServiceNow non-production demo instances,
access to the ServiceNow Store Publisher Portal, eligibility to monetize certified Apps in
the ServiceNow Store, use of the applicable Program Segment badge, and much
more.
Program Highlights
• Benefits commensurate with level of commitment
• Access to restricted content on the Partner Portal
• Access to ServiceNow demo instances
• Listing of company logo, profile, and expertise on the Partner Finder profile page
• Access to collateral and best practices to support sales implementation
development and monetization efforts
Program Status
Each Participant should use the Partner Points Dashboard (available on the Partner
Portal from the Programs tab) to track their achievements and progress against
Program criteria within the Partner Program. If a Partner’s points dip below the minimum
threshold for their segment, the Partner Points Dashboard will reflect both a Benefits
Segment and a Calculated Segment. The Calculated Segment is based on current
points earned, while the Benefits Segment relates to the segment benefits the Partner
will continue to have for a limited time (365 days). If after 365 days the Partner has not
In addition, if a Partner’s points dip below the threshold for their segment, ServiceNow
will notify the primary contact of the Partner (as designated by the Partner in the Portal)
via email, that they could potentially transition to a lower segment. These email notices
occur at the initial dip occurrence, and then at 90-, 60-, 30-day, and 0-day intervals
before potential transition.
ServiceNow reserves the right to audit a Participant at any time by validating their
performance against this Program Guide and the Partner Code of Conduct.
Partner Territory
A Participant’s Territory is comprised of one or more countries in which the Participant
may direct its advertising using ServiceNow logo and marketing collateral, and where
ServiceNow may advertise the Participant as a member of the Program on its website
and other promotional materials. Each Participant may request a number of countries
for its Territory at the time of application to the Program, which will form the basis of the
business review by ServiceNow before the Participant is approved or appointed to the
Program. Upon approval, ServiceNow also approves the countries that form the
Participant’s Territory. The Territory may or may not be comprised of all the countries
requested by the Participant, depending on the Participant’s capabilities to service
customers in the countries requested. A Participant may apply to update its Territory at
any time while the Participant is a participant in the Program, with any updates to the
Bonus Points
ServiceNow will launch bonus point campaigns for specific criterion achievements,
such as bonus points for customer success stories that Participants share, Participants
achieving a particular product line certification, etc., for a specified duration of time.
Participants will be alerted when such bonus point windows open and close via a
Partner Portal alert. Click here for more information.
Note: The value of standard points awarded are never decreased and receipt of bonus
points does not impact the allocation of any other points that are earned.
More Information
For detailed information on the individual Modules within the Program, the respective
Program Module Sub-Guides for such Modules, please visit each of their individual
Knowledgebase pages as follows:
• Sales Partner Program Module Sub-Guide
• Services Partner Program Module Sub-Guide
• Technology Partner Program Module Sub-Guide
• Service Provider Partner Program Module Sub-Guide
• Public Sector Partner Program Module Sub-Guide
General Program questions or additional information can be obtained by submitting an
inquiry in the ServiceNow Partner Portal.
Partner Communications
Participants receive regular communications in the form of newsletters, email
communications, and relevant partner information shared via the ServiceNow Partner
Portal or other distribution methods. Communication topics vary and may include:
• Program notifications and updates
• Upcoming events and invitations
• Product launches and new releases
• Partner webinars
• Certifications, accreditations and training
To ask a question or request additional partner communication information, submit an
inquiry via the ServiceNow Partner Portal.
Early Availability X X X X
Reference
Customers on
X X X
ServiceNow
Website
Participation in Joint
Sales and X
Marketing Planning
Access to Partner
X X X X
DemoHub
Access to Partner
X X X x
Marketing Center
Benefits Details
Early Availability
Early Availability is a ServiceNow early release program that allows Participants to
upgrade to a ServiceNow new release before market launch. It gives Participants the
opportunity to take advantage of new features on sub-production and production
environments before General Availability. Participants can be nominated by their
Regional Alliance Manager, or self-nominate, to participate in Early Availability by
release.
Partner Governance
ServiceNow is committed to conducting its business at the highest level of satisfaction
for its customers ethically and with integrity. To this end, ServiceNow has established
and maintains a Partner Governance Process. The Partner Governance Process is
designed to prevent, detect, and remediate unacceptable behavior within the
ServiceNow partner ecosystem. Unacceptable behavior includes, but is not limited to,
any of the following:
• Continual low CSAT scores
• Staffing projects with inappropriately certified resources
• Branding violations
• Causing substantial negative business impact to customers due to incorrect
implementation
• Failure to register and maintain customer deployments
• Certification or voucher fraud
• Non-payment of invoices
When ServiceNow becomes aware of potential unacceptable behavior, it promptly
investigates such matters and decides whether the facts substantiate the existence of
unacceptable behavior. Substantiated violations are consistently addressed,
leveraging the following Accountability Matrix to remediate and deter future violations.
The following Accountability Matrix is separate from and does not apply to violations of
ServiceNow’s Partner Code of Conduct and/or applicable law. These will be addressed
on a case-by-case basis in accordance with the terms of the Agreement and Partner
Code of Conduct.
Elite Participants
Offense #1 Warning - • Suggested enablement After 6 months
Offense #2 Warning - • Mandated training and certification After 6 months
where applicable, based on the offense
Registered Offense #1 • Offender(s) certifications revoked and blocked from Now Learning
• Removal of training benefits while in suspension
• Remediation plan from Participant
• Future testing occurs at testing centers only
Specialist/Premier Offense #1 • Offender(s) certifications revoked and blocked from Now Learning
• Remediation plan from Participant
• Future testing occurs at testing centers only
Specialist/Premier Offense #2 • Offender(s) certifications revoked and blocked from Now Learning
• Removal of training benefits while in suspension
• Remediation plan from Participant
• Future testing occurs at testing centers only
• Removal from Authorized Training Partner program
• Removal from Partner Internal Training Specialist program
Elite Offense #1 • Offender(s) certifications revoked and blocked from Now Learning
• Remediation plan from Participant
• Future testing at testing centers only
Elite Offense #2 • Offender(s) certifications revoked and blocked from Now Learning
• Remediation plan from Participant
• Future testing occurs at testing centers only
• Removal of training benefits
• Removal from Authorized Training Partner program
• Removal from Partner Internal Training Specialist program
Elite Offense #3 • Offender(s) certifications revoked and blocked from Now Learning
• Remediation plan from Participant
• Future testing occurs at testing centers only
• Removal of training benefits
• Removal from Authorized Training Partner program
• Removal from Partner Internal Training Specialist program
Offense Description
1 - 3 people with no collusion Three individual people or group of three within six months triggers
impact based on Accountability Matrix set forth in this Guide
3 - 10 people with collusion One offense triggers impact based on Accountability Matrix set
forth in this Guide
> 10 people with collusion One offense triggers impact based on Accountability Matrix set
forth in this Guide