Releases and Upgrades
A family contains:
- Feature releases, which contain new functionality and fixes to existing functionality
- Patch releases and hotfixes, which provide problem fixes and are released as needed
Notification prior to the start
- All releases have release notes
- Customer customizations are "normally" preserved through upgrades
Customers are notified prior to the start of an upgrade rollout period. Release notes are available for all releases. Customer customizations are typically preserved throughout all upgrades.
Feature as an implementable solution
- Customers can implement a feature to add to their organization
- New features are only available as part as future release
A feature provides a complete solution that customers can implement to add value to their organization. New features are only available as part of a feature release. Features are supported with patches and hotfixes.
How to Communicate "No Upgrade Requests”
Customer may submit a Support Request for “No Upgrade” no fewer than five (5) business days’ prior to a pending Upgrade of the ServiceNow Applications or the ServiceNow Automation Platform. Subject to the terms and conditions of this Upgrade Policy, Customer’s “no Upgrade” request shall be granted, and the Upgrade shall not be applied to Customer’s instances of the Subscription Service.