FAQ: Armis Support Migration to Now SupportSummary<!-- /*NS Branding Styles*/ --> .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: ; } } We're excited to bring Armis into the ServiceNow ecosystem. As part of our ongoing integration, we're transitioning Armis support operations to Now Support, ServiceNow's unified customer support platform. This change takes effect on early 2027, and will give you faster case submission, improved visibility into your requests, and integrated resources—all in one place. Specific transition date will be communicated prior to event. Facts<!-- /*NS Branding Styles*/ --> .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: ; } } Frequently Asked Questions What's changing with Armis support?When does the migration take effect?Why are you making this change?What are the benefits of Now Support for Armis customers?Will my existing Armis support cases be migrated?What's staying the same?What support channels should I use during the transition?How do I get access to Now Support?What if my support contact information has changed?What should I do right now? What's changing with Armis support? Effective early 2027, all new Armis support cases will be submitted through Now Support at https://support.servicenow.com. You'll have a single, unified support portal for both ServiceNow and Armis products, streamlining how you access support and track your requests. When does the migration take effect? The transition to Now Support takes effect early 2027 (specific date will be communicated prior to event). Current Armis support channels will remain available until go-live while we complete readiness activities, account validation, routing configuration, and knowledge migration. Why are you making this change? Moving Armis support to Now Support gives you a single, unified support experience aligned with the broader ServiceNow support model. This means streamlined case submission, improved visibility into your support requests, integrated knowledge resources, and routing to teams fully prepared to support Armis Centrix™ products across IT, OT, IoT, medical device security, vulnerability management, and related use cases. What are the benefits of Now Support for Armis customers? Now Support delivers several key benefits: one unified portal for all your support needs, faster case submission without switching between systems, improved visibility and tracking of your requests, access to integrated knowledge resources to resolve issues faster, and priority routing to support teams trained and ready to help with Armis products. Will my existing Armis support cases be migrated? Yes. All of your open and previously closed Armis support cases will be migrated to Now Support prior to transition date and will be available for you to review or modify as needed. What's staying the same? Your existing Armis support relationship, assigned support teams, and escalation expectations remain in place during the transition. Your SLAs, assignment group routing, account access, and support structure are being validated to ensure a smooth customer experience. What support channels should I use during the transition? Continue using your current Armis support channels as you do today. After early 2027 (specific date will be communicated), use Now Support at https://support.servicenow.com for all new Armis support cases. How do I get access to Now Support? Your ServiceNow Primary Customer Admin (PCA) will coordinate with your Armis Support Admin to grant access before early 2027. Your PCA will add your Armis Support Admin to your company's Now Support account with the appropriate role. For detailed role definitions, see KB1281635 - Understanding Now Support access roles and permissions. What if my support contact information has changed? If your support contact list has changed recently, please reach out to your Armis Customer Success team or reply to the migration announcement email so we can ensure the right people receive access and go-live instructions. What should I do right now? No immediate action is required. Watch for our next communication approximately two weeks before go-live with access guidance, key dates, and a short orientation to Now Support. If you need to update your support contact information, please notify your Armis Customer Success team. Release Armis on Now Support, early 2027 (specific date to be communicated prior to transition). Instructions<!-- /*NS Branding Styles*/ --> .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: ; } } Audiences For All Armis CustomersFor ServiceNow Primary Customer Admins (PCAs)For Armis Support AdminsQuestions? For All Armis Customers Review this FAQ and share it with relevant team members who support Armis products.Ensure your support contact information is up to date. Contact your Armis Customer Success team if changes are needed.Watch for communications from ServiceNow and Armis approximately two weeks before early 2027 with detailed access guidance and orientation materials.Continue using existing Armis support channels until early 2027. Specific date for transition will be communicated closer to date. Afterwards, submit all new cases through Now Support. For ServiceNow Primary Customer Admins (PCAs) As your organization's ServiceNow Primary Customer Admin, you play a critical role in ensuring your Armis teams have the support access they need. Here's what we're asking you to do: Connect with your company's Armis Support Admin to understand their access requirements and role needs.Grant Now Support access by November 9 by adding your Armis Support Admin to your company's Now Support account with either a Customer Role or Customer Admin role.Refer to KB1281635 - Understanding Now Support access roles and permissions for detailed role definitions and capabilities.Use the KB article on creating new users in Now Support to complete the setup process. This walks you through everything step-by-step.If you have questions or run into any issues, reach out to our support team. We're standing by to make this as easy as possible. For Armis Support Admins As your organization's Armis Support Admin, you're a key partner in this transition. Here's what you need to do: Connect with your ServiceNow Primary Customer Admin (PCA) to coordinate your Now Support access setup. Provide them with your preferred role (Customer or Customer Admin).Work with your PCA to get added to your company's Now Support account by early 2027.Review KB1281635 - Understanding Now Support access roles and permissions to understand what each role enables.Familiarize yourself with the Now Support portal at https://support.servicenow.com before early 2027.Starting early 2027 (specific date will be communicated), submit all new Armis support cases through Now Support. Your open and previously closed cases will be migrated and available to review.If you have questions or need assistance, contact your Armis Customer Success team. We're here to help ensure a smooth transition. Questions? We're committed to making this transition as smooth as possible. If you have any questions, please reach out to your Armis Customer Success team, or contact our support team. We're here to help.