How to set up your support time zone in Now Support - Support and Troubleshooting

How to set up your support time zone in Now Support Summary .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } ServiceNow provides support during defined business hours based on a selected time zone. Each company account can designate one support time zone. This article explains the available time zones, how to set up your support time zone, and how to change it if needed.

Available time zones The following time zones are available for selection:

Australian Eastern Standard Time (AEST) Central European Time (CET) India Standard Time (IST) Eastern US (EST) Pacific US (PST) Set up your support time zone Required role : Only the primary customer administrator for your company account can select or change the support time zone.

🔒 Login required : The following steps require you to log in to Now Support as the primary customer administrator.

Log in to Now Support . Navigate to your account settings. A pop-up window appears where you can select your support time zone. Select your preferred time zone from the available options. Select Confirm to save your selection. Impact of Account-Level Time Zone Selection The account-level time zone is a system administrative reference setting. It anchors case timestamps and system notifications at the organizational level, but it does not :

Limit when ServiceNow provides support to your organization Dictate how your support team experiences cases or receives notifications Affect the priority, response time, or quality of support you receive Support is provided 24 hours a day, 7 days a week, with consistent priority and response times regardless of which time zone is selected for your account.

Note : The pop-up window no longer appears after the administrator confirms the support time zone or after 45 days have passed.

Change your support time zone after initial setup After the initial 45-day setup period, the support time zone cannot be changed directly through the portal. To request a change, contact your Account Team and provide a business justification for the change, for example, a change in primary customer administrator.

Individual User Time Zone Preferences Each member of your support team can configure their own time zone preference independently of the account-level setting. This individual preference controls how that person views:

Case timestamps and communication history SLA timers and countdown displays Activity logs and system notifications Case information in the Now Support portal and Agent Workspace For example : If your account-level time zone is set to Australian Eastern Standard Time (AEST), but a team member in Tokyo sets their user profile time zone preference to Asia/Tokyo, that team member will see all case communications, SLA timers, and activity logs in Asia/Tokyo time. This is fully configurable per person and does not affect support coverage or response times.

To set your personal time zone preference:

Log in to your ServiceNow instance Open your user profile (click your avatar or name in the top right) Edit your profile settings Select your preferred time zone Save your changes Your time zone preference takes effect immediately and applies to all future case views and notifications.

Support coverage ServiceNow customers can create a support case 24 hours a day, 7 days a week through the Now Support portal. Support response is based on:

Case priority Your support service level Support quality, response times, and case handling are NOT affected by your account-level time zone selection. All cases receive the same priority and quality of support regardless of the time zone configured at the account level.

For more information about support coverage and service levels, visit ServiceNow Support .

Related Links 1. Can anyone at my company set the support time zone? No. Only the primary customer administrator can set or change the support time zone.

2. What happens if I miss the 45-day window? You will need to contact your Account Manager to request a time zone change and provide a business justification.

3. Can my company have more than one support time zone? No. Only one support time zone can be designated per company account.

4. How does the account time zone affect my team's experience? The account time zone is a system administrative setting; it does not control how individual team members see cases or receive notifications. Each team member can set their own time zone preference in their user profile.

5. Can multiple team members have different time zones? Yes. Each user's personal time zone preference is independent of the account setting. Team members can have different time zone preferences and will each see case information in their selected time zone.

6. Does time zone affect support quality or response time? No. All cases receive equal priority and response times regardless of account or user time zone settings. Support is provided 24/7 with consistent quality standards.