Keep Your ServiceNow Platform Healthy - Without a Full-Time Team
Remote Support Service Tiers
We offer three service tiers structured around the maturity of your instance and the level of ongoing attention it requires. All tiers include a named Virtuxient contact not a shared support inbox.
Essentials
Incident triage and resolution for P1–P3 issues. Break-fix support within agreed SLA response times. Monthly platform health summary report. Named support contact.
Organizations with a stable, mature instance that primarily need reactive incident coverage and a trusted escalation path.
Growth
Everything in Essentials, plus: proactive platform monitoring and alerting. Up to 10 hours per month of minor enhancements and configuration changes. Upgrade readiness review ahead of each ServiceNow release. Quarterly platform health review call.
Growing teams that need ongoing platform improvements alongside reactive support - without a fixed project scope.
Enterprise
Everything in Growth, plus: dedicated certified architect hours (20 per month). Performance Analytics dashboard management. Multi-instance governance and consistency reviews. On-demand training sessions for your internal team. Priority response SLA.
Large, complex instances across multiple business units, or organizations preparing for a major upgrade or platform expansion.
| Priority Level | Definition | Response / Resolution Target |
| P1 — Critical | Production outage. Core platform functionality unavailable. Business operations stopped. | Response: 1 hour. Resolution target: 4 hours. |
| P2 — High | Major functionality impaired. Significant business process impact. No workaround. | Response: 2 hours. Resolution target: 8 business hours. |
| P3 — Medium | Functionality impaired with workaround available. Partial process impact. | Response: 4 business hours. Resolution target: 2 business days. |
| P4 — Low | Minor issues, cosmetic, or enhancement requests. | Response: 1 business day. Resolution target: agreed in backlog. |
What Makes Our Remote Services Different
Named contacts, not a queue. Every client on a remote services contract has a named Virtuxient engineer and architect. They know your instance. They know your team. You are not re-explaining context every time you log an issue.
Transparent performance reporting. We provide a monthly report showing every ticket raised, response time, resolution time, and SLA adherence. If we miss an SLA target, it is in the report – and we proactively explain why.
Knowledge transfer, not dependency creation. We document every change we make to your instance. Our goal is to make your internal team more capable over time, not to make them more reliant on us.
Timezone alignment. Headquartered in India (IST), our team provides natural business-hours coverage for clients in India and the Middle East (UAE, Saudi Arabia, Qatar), and early-day overlap for UK clients. For US clients, we offer dedicated shift coverage on request.
Proactive, not just reactive. On Growth and Enterprise tiers, we monitor your instance logs and alert you to issues before they become incidents – not after your end users call the help desk.
Most platforms that have been in production for 12 months or more have at least two or three unaddressed issues quietly degrading performance or creating upgrade risk. A free 30-minute platform health review will tell you exactly where your instance stands.