SPP-SG Regulated Market Singapore customer specific accessHow does SPP-SG (Singapore Regulated Market) differ from Commercial NowSupport? Singapore Protected Platform - Singapore Cloud Security Customer Resources Cloud Security White Papers, Articles, Guides, and Other Resources Most of your security inquiries will be addressed in the Regulated Market assessment report(Multi-Tier Cloud Security Standard (MTCS)), which should be available with your organisation's ServiceNow Contacts. If necessary, request these documents from the ServiceNow Account team representatives. Also, you can coordinate with your SAM and ServiceNow Account representatives to set up a session with the ServiceNow Security team. If you need any architecture or dataflow documents specific to SPP boundaries, you should seek these through ServiceNow Account representatives, as they may be legally bound. The instance email address will be assigned a regulated market domain, such as instancename@servicenowcloud.com.sgThe instance URL will also possess a regulated market domain, for example, instancename.servicenowcloud.com.sgThe instance IP will be changed if the instance is migrated from the Commercial Environment ( instancename.service-now.com) Support Portal Access/HIRISE Password Reset/Unlock HIRISE account. The NowSupport portal link is different for SPP-SG customers and is HIRISE. HIRISE access is restricted to ServiceNow employees and can only be accessed internally via Secure Virtual Machines. External customers can access HIRISE from the internet. https://hirise.servicenowcloud.com.sg/hi_login.do External users can start the HIRISE password reset process through the "Forgot your Password" link https://hirise.servicenowcloud.com.sg/reset_password.do?username= Upon their first login, customers may be prompted to set up Multi-Factor Authentication (MFA) for HIRISE. Existing HIRISE users with a customer_admin role within their organisation can manage other users. "Inactive" and "Locked-out" users can contact their HIRISE customer_admin to reactivate their accounts, as HIRISE ServiceNow support does not have a way to verify their legitimacy unless backed by approval from customer_admin/ServiceNow Account representatives. It is recommended that your organisation maintains more than one HIRISE customer_admin user. Notifications from HIRISE ( SPP-SG Support portal) Any case email notification from HIRISE will not have any case details, and it will only say the case is updated. Please log in to HIRISE to see the details of the update. **This ensures that any sensitive information on the case notes/short description ( personal information on signature/IPs/endpoints) is not communicated via email. These emails can be accessed from anywhere, and a case's watch list can contain any email address. Instance OOB "System Administrator" Password reset ServiceNow does not handle Instance User Management. Customers can reset the instance ADMIN password using the admin password reset catalogue available at password reset catalogue from hirise.servicenowcloud.com.sg. The catalogue permits HIRISE customer_admin to input the new instance “admin” password, which will generate a change on HIRISE. Another HIRISE Support Portal customer_admin must approve this change. Your organisation should maintain more than one HIRISE customer_admin user, as these requests should be initiated by one customer_admin and approved by another on the HIRISE Support Portal. Please note that due to HIRISE's secure environment, automated approval emails triggered from the Change for the Password reset catalogue change will not accept responses via email; therefore, the email recipient (second customer_admin) must log on to HIRISE to approve the request from the HIRISE change record created by the first customer_admin. Instance Access for Customer Support Customer support can access the instance only from SNCAV2 (Secure Virtual Machine) SNC Access Plugin enabled customers should add Customer Support agent names to the SNC access list in the format firstname.lastname.snf.sg to allow SNC access SPP-SG ServiceNow Store How to access the HIRISE (SPP-SG) ServiceNow Store Application Store Procurement - Store Application Installation How to procure the app and dependencies How to Opt in for the app Additional Documents Commercial to Regulated Market(SPP) Instance migration FAQ (Technical Support perspective) KB0538621: Finding the IP information for your instance FAQ on penetration test (PEN)