---
title: Impact packages
description: Impact packages comprise support tools, self-help resources, human-led engagements, discounts, and additional benefits made available to you according to your impact subscription package.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/impact/impact-packages.html
release: australia
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 3
breadcrumb: [Impact reference, Impact]
---

# Impact packages

Impact packages comprise support tools, self-help resources, human-led engagements, discounts, and additional benefits made available to you according to your impact subscription package.

Impact has the following subscription packages:

-   Guided
-   Total
-   Integrated Success

Regardless of the package, all Impact customers get:

-   A great digital experience with value realization dashboards and intuitive journey builders.
-   Personalized learning and coaching with curated content and tailored learning aligned to your roadmap and role.
-   A smart recommendation engine that provides proactive insights, prescriptive alerts, and custom recommendations.

## Descriptions

If you have purchased an Impact offering, the applicable Impact Package description applies to your purchase.

-   **Guided**
    -   Entry-level offerings including the Premium digital experience, enhanced technical support, and curated content.
    -   Impact Squad: Customer Success Manager
-   **Total**
    -   The complete solution with a designated expert team, personalized recommendations, preventative tools, and much more.
    -   Impact Squad Team: Customer Success Executive, Platform Architect, Customer Success Manager, and Support Account Manager
-   **Integrated Success**
    -   Includes all benefits in Impact Total along with expert-led support for Program Delivery \(EM\), Design \(BPC\), and Architecture \(SA\) and Technical Implementation Services
    -   Expert Team: Engineering Manager \(EM\), Business Process Consultant\(BPC\), Solution Architect\(SA\)

**Note:**

See the Legal Schedules for Impact for additional information at [https://www.servicenow.com/legal/servicenow-impact.html](https://www.servicenow.com/legal/servicenow-impact.html)

## Accelerator consumption per Impact package

According to the Impact package you have purchased, there’s an allotment of Accelerators from each sub-catalog that you can consume consecutively. See [Accelerator catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/impact/accelerator-and-initiative-list/accelerator-catalog.md) for additional information on Accelerators and sub-catalogs.

The following consumption allocations apply to all variations \(for example, US PubSec, MSP Dedicated\) and versions \(for example, V3 & V4\) of Impact packages, unless otherwise specified.

<table id="table_qld_2xg_sxb"><thead><tr><th>

Package

</th><th>

Description

</th><th>

Accelerator Consumption

</th></tr></thead><tbody><tr><td>

Guided

</td><td>

Entry-level offerings including the Premium digital experience, enhanced technical support, Impact Squad Customer Service Manager \(CSM\), and curated content

</td><td>

1 at a time across all sub-catalogs

</td></tr><tr><td>

Total

</td><td>

The complete Impact solution with a designated expert team, personalized recommendations, preventative tools, and much more.

</td><td>

7 total \(2 of each sub-catalog concurrently for Architecture, Strategy and Technical accelerator sub-catalogs, 1 concurrently for Optimization sub-catalog\). Access to Optimization sub-catalog only applies to the newest version of Total \(v4, MSP Dedicated v4, MSP Domain Separated v2, USPS v5\).

</td></tr><tr><td>

Integrated Success

</td><td>

Comprehensive Impact solution that provides designated teams, personalized recommendations, and preventative tools with expert Services. It offers advisory services associated with transformation services in conjunction with implementation credit. The Integrated Success is initiated through Free Form initiative in Impact.

</td><td>

Customers effectively get access to the full suite of accelerators including the Platform Optimization accelerators delivered through Expert Services.

</td></tr></tbody>
</table>## Customer agreements and terms

For customer agreements and terms, refer to the applicable Impact Accelerator description available at  [https://www.servicenow.com/legal/servicenow-impact.html](https://www.servicenow.com/legal/servicenow-impact.html).

## Add-on packages

Add-on packages introduce flexibility for Impact customers and are available in all environments where Impact is available. Add-On packages will be sold to all Impact customers and are priced on a per SKU, per year basis, with each Add-on priced separately with distinct entitlements.

<table id="table_q2r_5nz_y1c"><thead><tr><th>

Name

</th><th>

Entitlements

</th></tr></thead><tbody><tr><td>

Strategic Value

</td><td align="left">

-   Upgraded Value IDI
-   Two additional Strategy Accelerator catalog concurrencies
-   Additional CSM coverage

</td></tr><tr><td>

Platform Governance

</td><td align="left">

-   Upgraded Health IDI
-   Two additional Architecture Accelerator catalog concurrencies
-   Additional CSM coverage

</td></tr><tr><td>

Platform Optimization

</td><td>

One additional Optimization Accelerator catalog concurrency

</td></tr><tr><td>

Managed Support

</td><td align="left">

-   Upgraded P1/P2 level issue initial target response times
-   Additional SAM coverage on 1 instance
-   Five [Impact Developer Support](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/impact/developer-support.md) seats

</td></tr><tr><td>

[Monitor instance performance with Instance Observer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/impact/io-overview.md) Features

</td><td align="left">

-   A rolling 6-month period of performance and availability monitoring of the platform, application, and infrastructure hosting Customer’s instance with reporting capabilities
-   Ability to set self-service alerts, notifications, and analyze data

</td></tr><tr><td>

Instance Observer Seats

</td><td align="left">

Ten Instance Observer seats, in addition to the procured Impact package

</td></tr><tr><td>

[Preventive Care](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/impact/accelerator-and-initiative-list/preventive-care.md)

</td><td align="left">

Bi-annual in-depth view into the health of production instances-   Performance Engineer-led diagnostic
-   Presentation to customer stakeholders
-   Guided Remediation

</td></tr><tr><td>

Platform Health

</td><td>

-   Unlimited Active Custom Definitions
-   Proposed Fix

</td></tr></tbody>
</table>**Note:**

-   IDI = Impact Delivery Instance
-   CSM = Customer Support Manager
-   SAM = Support Account Manager

**Parent Topic:**[Impact reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/impact/impact-reference.md)