{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":19880,"path":"impact/developer-support-usage.md","title":"Using Developer Support","bundle":null,"doc_type":null,"release":"australia","body":"\n# Using Developer Support\n\nLearn more about using Developer Support and helpful information when submitting a developer request with Impact.\n\n## Developer Support Boundaries\n\n-   **General**\n\n    Developer Support is available Monday – Friday, 09:00 – 17:00, based on the local time zone of the case communication.\n\n    -   Cases are opened with P3 priority, and aren’t eligible for escalation. For more information on response time and SLA, see [https://support.servicenow.com/kb?id=kb\\_article\\_view&sysparm\\_article=KB0547260](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547260).\n    -   Developer Support cases are investigated on a subprod instance. All issues must be reproducible on a subprod instance.\n    -   Available to self-hosted customer instances via a modified delivery model.\n\n**Note:** Developer Support isn’t currently available in the Australia IRAP-Protected datacenters or in certain other restricted environments.\n\n## Parameters\n\nThere are certain parameters to consider when submitting a Developer Support case, as described in the following sections.\n\n-   **Users:**\n\n    -   The named contact is responsible for ensuring that each case opened describes a specific issue and that the section of code referenced is isolated to a narrow band of code not to exceed 200 lines.\n    -   Available to the number of designated users per Impact Package subscription \\(not including customer system administrators\\):\n        -   Five for Advanced Impact package\n        -   Ten for Total Impact package\n    **Note:** See [Manage Developer Support user access](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/impact/manage-developer-support-user-access.md) to designate users.\n\n-   **Infrastructure:**\n    -   Supported version\\(s\\) of the release/feature/application/hardware are required\n    -   English is the only supported language\n    -   Troubleshooting or debug of third-party applications or assessment of security vulnerabilities are not included\n-   **Integrations:**\n\n    Integration support is only performed within a ServiceNow instance or infrastructure and includes:\n\n    -   Questions on ServiceNow APIs\n    -   Scripts to consume the data from the integration \\(only if the data is imported as expected\\)\n    -   Transform Map scripts\n\n"}}