Service Level Agreement

Coverage

Admin By Request provides support for ServiceNow customers between the hours of 9am and 5pm GMT+1, Monday to Friday.

Support

To request support, create a ticket within your Admin By Request user portal.

A response can be expected within four hours of the support request being received.

Resolution time depends on the nature of the issue but can be expected between 2 and 5 business days from initial response.

Admin By Request responds to support requests via email.

Contact Details

Contact your Admin By Request Account Manager, use the Contact Us form or create a support ticket in the user portal.

Related FAQ

Are you fully GDPR compliant?

Yes. For more information on how Admin By Request meets its compliance obligations and helps your organization do the same, refer to Compliance Mapping.

What regulatory frameworks do you support?

Admin By Request can help you comply with a number of regulatory frameworks, including GDPR, ISO 27001, NIST SP 800-53, DORA and NIS2. We continually assess frameworks for compatibility and use their requirements as one of the inputs to our development process.

Refer to Compliance Mapping for more information.