Now Support Upgrade Assist | FAQs - Support and Troubleshooting

Now Support Upgrade Assist | FAQs Description

Now Support Upgrade Assist is a program for select customers where ServiceNow will automatically schedule the instances you choose to be upgraded to the latest family after it is released. With this program, your instances get the latest features, security, performance, and functional improvements automatically, as they become available.

For a step-by-step guide on enrolling and using Now Support Upgrade Assist, please click here.

Also, check out our video on using Upgrade Assist on Now Support!

Now Support Upgrade Assist | FAQs

When did the Now Support Upgrade Assist Program become available? ServiceNow Now Support Upgrade Assist became available for select customers in Q1 2020 and expanded to additional customers throughout 2020-2021. The first upgrades scheduled with this program were for Orlando in Q1 2020.

What customers are eligible? Customers need to be on our latest upgrade terms to be eligible for Now Support Upgrade Assist. If you do not see this feature in the Instances Dashboard in Now Support, then you are not eligible. If you have any questions about your eligibility, please contact your Account Executive.

Why should I sign up for this program? When you sign up for Now Support Upgrade Assist, we will automatically schedule the instances you select to upgrade to the newest family shortly after it releases twice per year. You will be among the first to take advantage of the latest features, as well as performance and security improvements.

How is the Now Support Upgrade Assist Program scheduled? Shortly following a new family’s release, ServiceNow will automatically schedule the instances you choose to upgrade to the new family. Non-Production instances will be scheduled to upgrade ahead of Production instances to allow time to test. At this time, you will receive a communication announcing the upgrade target, the scheduled execute time, and any relevant release notes to facilitate your upgrade testing. You always have the option to cancel this upgrade at any time up until the scheduled time to execute.

Will this automatically schedule my patches as well? No. This program will only create upgrade CHGs twice per year after a new family is released.

How do I sign up? If you are eligible, you will find a banner link in the Instances Dashboard of the Now Support portal that will walk you through the set-up process.

For a step-by-step guide on using Now Support Upgrade Assist, please click here .

How do I unenroll previously enrolled instances? You can unenroll previously selected instances at any time by following the banner link in the Instances Dashboard of the Now Support portal. Please find more information here .

What if one of my instances is part of an End of Life program? Instances that are on unsupported (End of Life) families will be scheduled for an upgrade to a supported family as part of that program. The Now Support Upgrade Assist program will not schedule End of Life instances for upgrades.

If I’m enrolled in this program, am I still required to participate in the ServiceNow Patching Program (SPP)? SPP schedules all customer instances for full patches in the first month of every quarter, with additional security patches scheduled in months 2 and 3, if necessary. If you are in the process of upgrading, you can request a short exception from patching while you prepare for your upgrade.

Can I reschedule the upgrade? You can reschedule Upgrade Assist CHGs using the Now Support portal. If the reschedule date and time you choose is beyond the reschedule window, you will need to cancel the CHG and schedule your upgrade that better suits your business requirements.

What if I want to cancel the CHG? CHGs created by the Now Support Upgrade Assist program can be cancelled in the Now Support portal at any time up until the CHG is scheduled to execute.

What if I want to change the target version? You can change the target version to any available version as shown in the Instances Dashboard.

How can I communicate with the Technical Support teams on specific CHG records ? You can communicate any questions regarding version availability and rescheduling through your CHG records.

More questions? For other questions, please visit the Upgrades and Patching Community . This is a community where customers and partners can ask general questions about Now Support Upgrade Assist.