ServiceNow Credentialing Program monitors, detects, and acts on any candidate involved in non-independent test taking (NITT). Any candidate engaging in the following NIIT activities violates our policy:

• Requesting access to online exam questions, mock exams, or brain dumps.
• Asking others to take an exam for you.
• Discussing or distributing exam content; this includes sharing exam questions with anyone. 
• Talking to or viewing the screen of other test takers.
• Using any unauthorized tools during the exam. This includes pen, paper, recording devices, or cameras.
• Reproducing exam materials, including memorization of the exam questions.
• Altering exam results, credentials, or badges to indicate an active certification.

The following personal items are not allowed at the test center or if taking an online exam:

• Bags
• Purses
• Keys
• Wallets
• Hats
• Briefcases, Backpacks & Bags
• Books
• Cell phones
• Calculators
• Portable electronic devices
• Watches
• Weapons & Firearms    

The test taker is responsible for scheduling and attending the scheduled exam appointment. Exam appointment availability is limited so the test taker needs to secure an exam seat prior to voucher expiration. 

Webassessor appointments are stated in the 24-hour clock form. Be careful not to schedule for the wrong hour. If you make an error and schedule your exam at an early or late hour in the day and do not keep your exam appointment, ServiceNow is charged a fee and will not provide a new voucher for your error.

Changing or canceling an exam appointment is allowed with the following stipulations:

•  It is the test taker's responsibility to make changes or cancel exam appointments.
• Changes or cancellations completed more than 72 hours before the exam appointment can be done without a fee.
• If it is less than 72 hours before the exam start time, the candidate has the following options:
  • be charged a late fee to make changes
  • take the exam as scheduled
  • forfeit the registration fee or voucher
• Exam appointments must be on or before the voucher expiration date.
• Failure to show up for an exam appointment will result in forfeiture of the voucher and you will be required to pay for a new appointment. Submit a case for further instruction.

If an unforeseen emergency occurs, such as a death in a family, family, or health emergency; Servicenow will review the case and will consider waiving any late fees. Submit a case to the Credentialing Team from Now Learning.

Once you submit your exam, the Webassessor system will electronically score your exam to determine a pass or fail result. After completion, you will receive your exam results on the screen and via email.   

• The exam items or your responses are never shared with any credentialing candidate.
• Calculating your exam result is based solely on the total number of items answered correctly. 
• Multi-select exam items must be answered entirely and correctly. Partial credit for an item is not given.
• The exam result will be stated as pass or fail only.
• A failed exam result will contain section percentages to identify areas for additional study. Averaging the section rates does not indicate the overall exam score or result percentage.  
• No other scoring information is shared.  

A Test taker’s first and last name in their Webassessor account must match exactly to a government photo id.  

Failure to have a photo ID identical to the Webassessor account’s first and last name will result in a canceled exam appointment and voucher forfeiture.   

Submit a case to the Certification Team from Now Learning to update the name on your Webassessor account.

As shown below, two forms of identification, a Primary and Secondary ID, are required for onsite exams. Identification documents must be current.  Expired identification will not be accepted.

Only the Primary ID is required for online proctored exams.   

NOTE:  A Social Security card is NOT acceptable in the United States.

1. Primary ID - must be a Government Issued photo ID (local, state, province, or country). Acceptable forms are: - identification cards - passport
   - military identification
   - national identification card
2. Secondary ID can be any item not used as the Primary ID requirement from the Primary ID section. Or the secondary ID can be an item from the list below:

   - student identification from an accredited school

   - credit card

   - check cashing card

   - bank debit card

   - employee identification card

   - retail membership card

   - wholesale membership card

   - health insurance card

   - green card/visa

   - birth certificate

 Credential candidates are responsible for maintaining their certification including awareness of critical timelines that affect their certification.  

A certification expires when either is met:

• You do not successfully complete the annual delta exam during the Delta Exam Window.  
• You do not pay the annual Maintenance Fee.
• The ServiceNow Credentialing Program has identified the exam was outside the acceptable testing parameters and the exam was not taken independently, therefore, the certification was invalidated.

Once certification is expired, the candidate should access Webassessor to register, pay the exam re-entry fee, and pass the Mainline proctored exam.  Retaking free training to bypass the re-entry fee is not allowed.

This Re-entry - Certification Expiration Policy applies to all audiences except ServiceNow employees. Partners and Impact Customers must pay the re-entry fee.

A fee is assessed for each exam attempt after the initial attempt in Webassessor. ServiceNow highly recommends reviewing training before an additional exam attempt and the voucher issued cannot be used* for a retake attempt.  You must pay the associated fee in Webassessor for your next attempt. Learning Credits can not be used for a retake exam attempt.  

*Exceptions apply: ServiceNow Employees and Impact Customers

A voucher is required to register for the initial attempt at a Mainline Certification Exam. Vouchers are distributed upon completion of approved training. The test taker's responsibility is to use the voucher to secure an *exam appointment and complete the test before the voucher expiration date. 

*Exam appointments are limited to Kryterion's proctor availability. Schedule your appointment in advance. ServiceNow will not provide a voucher extension if you do not secure an appointment and complete the exam before the voucher expiration date.

Voucher Distribution:

• Vouchers are valid for one year after the training completion date.
• Voucher issuance and or voucher purchases are managed through the My Voucher tab in Now Learning. 
• Successfully complete the voucher issuing instructor-led class, and the voucher will be issued at no cost.
• Successfully complete the voucher issuing on-demand or simulator course to *purchase a voucher. View your cost from the My Voucher tab in Now Learning. There is no *free voucher for on-demand or simulator training. 
• Voucher purchases must be made within one year of the training completion date. 
• Vouchers that have expired can no longer be used. If training completion was less than 18 months ago, submit a case to the Certification Team from Now Learning and steps will be provided on how to purchase a new voucher at a discount. If training completion is more than 18 months ago, you must pay and complete the training again to obtain the voucher.
• Voucher codes are not required or distributed for micro certifications.

 Voucher Details:

• Vouchers are available after the successful completion of the required training.
• Vouchers are required to register for the first Mainline Exam attempt. See our Retake Policy for more information.
• Vouchers are *one-time use only and can not be used for additional exam attempts. Note:  You may be issued multiple vouchers in Now Learning for course completion in a different delivery format or retaking the course more than once. In that case, you will only be able to use one voucher per Mainline Certification. 
• Vouchers are exam-specific.
• Vouchers are non-transferrable.  
• Vouchers are valid for one year or as stated with the expiration date.
• The voucher expiration date means the exam must be scheduled and completed on or before the voucher expiration date.  

Vouchers cannot be extended beyond the voucher expiration date. Please review the Obtain a Voucher lesson for detail on vouchers and Webassessor voucher errors.

*Certain circumstances may apply. Partners will be issued only one free voucher for the initial attempt of the CSA exam.

While registering for your exam through Webassessor, you will be required to agree to our Candidate Registration Agreement. 

ServiceNow Credentialing Legal Agreement 

Non-transferability: ServiceNow certification exam vouchers are valid for use only by the candidate for whom the exam voucher was issued and may not be transferred, sold, gifted, shared, or exchanged with or to any other individual. Candidates should not purchase, accept, or use an exam voucher that is not issued to the candidate directly by ServiceNow. ServiceNow certification exam vouchers may only be redeemed for the specific certification intended. Failure to comply with these requirements will result in immediate confiscation of the exam voucher without a refund, termination of the candidate’s participation in any current or future ServiceNow credentialing programs and training courses. 

Identification Requirements (Testing Centers): All candidates are required to provide the Exam Proctor with two (2) forms of identification (one must be a Government issued photo ID). Secondary identification does not require a photo and may be a credit card, bank debit card, or employee identification card. NOTE: In the United States a Social Security card is not an acceptable form of identification.  

Reschedules, Cancellations, Missed Exams, and Late Arrivals: Candidates may reschedule or cancel their exam in the Webassessor system at any time without cost or penalty up to 72 hours in advance of the scheduled exam appointment time. Any cancellations or reschedules of the exam within 72 hours of the scheduled exam appointment time will incur a penalty fee. Candidates who miss an exam entirely will forfeit their original registration fee (if any) and incur a separate fee to sit for the exam again. If a candidate arrives so late that the exam session cannot begin without disturbing the delivery location schedule for that date, a cancellation/reschedule fee may be charged to the candidate’s account. 

Emergency Situations. Unforeseen emergencies (death in the family, family or health emergencies) that directly affect a candidate's ability to take an exam during the scheduled exam appointment time will be addressed on a case-by-case basis. 

Please contact our Help Center(opens in a new tab) as soon as possible and provide complete information about the emergency, contact information, which exam was scheduled and the appointment time, and availability for reschedule.  

Special Accommodations: Requests for special accommodations must be sent to our Help Center(opens in a new tab) at least thirty (30) days prior to the scheduled exam appointment date. Special accommodations may incur an additional fee. Requests must be approved and arrangements made with the host center prior to the test session. If you require a special accommodation and have not already made arrangements, please click the Cancel button below and visit our Help Center(opens in a new tab). 

The following Agreement describes the terms and conditions under which SERVICENOW, INC. offers you the opportunity to become ServiceNow Credentialed. By clicking on the “I Agree” button below or by participating, YOU ACKNOWLEDGE THAT YOU HAVE READ THIS AGREEMENT AND UNDERSTAND IT, YOU AGREE TO BE BOUND BY ITS TERMS AND CONDITIONS. SERVICENOW CREDENTIALING PROGRAM AGREEMENT This ServiceNow Credentialing Program Agreement (the “Agreement”) sets forth the terms and conditions agreed upon between ServiceNow, Inc. and you (“Applicant” or “you”), the individual applying for participation in the ServiceNow Credentialing Program (“Program”). The parties to the Agreement are ServiceNow, Inc. (as defined below) and Applicant. THIS IS A LEGAL AGREEMENT BETWEEN YOU AND SERVICENOW, INC. PLEASE CAREFULLY REVIEW THE TERMS AND CONDITIONS OF THIS AGREEMENT. BY INDICATING YOUR ACCEPTANCE BELOW, YOU CERTIFY THAT YOU HAVE READ AND UNDERSTAND THE TERMS AND CONDITIONS OF THIS AGREEMENT, THAT YOU ARE BECOMING A PARTY TO THIS AGREEMENT, AND THAT YOU CONSENT TO BE BOUND BY ALL THE TERMS AND CONDITIONS OF THIS AGREEMENT. IF YOU DO NOT AGREE WITH THE TERMS AND CONDITIONS OF THIS AGREEMENT, DECLINE WHERE INSTRUCTED, AND YOU WILL NOT BE ABLE TO TAKE THE SERVICENOW EXAM AS APPLICABLE, OR PARTICIPATE IN THE PROGRAM. THIS AGREEMENT IS NOT EFFECTIVE UNLESS AND UNTIL APPLICANT HAS SUCCESSFULLY PASSED THE APPLICABLE SERVICENOW EXAM AND RECEIVED NOTICE OF ACCEPTANCE INTO THE PROGRAM FROM SERVICENOW, INC. In consideration of the mutual promises and covenants contained in this Agreement, ServiceNow, Inc. and Applicant hereby agree to the following: 1. Definitions. 1.1. “Credentialing Requirements” means the requirements listed in Exhibit A, which may be changed by ServiceNow, Inc. from time to time in ServiceNow, Inc.’s sole discretion. 1.2 “Effective Date” means the date on which Applicant receives notice from ServiceNow, Inc. confirming Applicant’s acceptance in the Program. 1.4 “Exam Content” means the questions and other content included in ServiceNow certification exams, certification exam vouchers, and Delta maintenance exams. 

1.5 “Materials” means marketing or branding materials provided by ServiceNow, Inc. and such other related items, if any, provided by ServiceNow, Inc. to Applicant under this Agreement. 1.6 “Registration Fee” means the registration fees set forth in Exhibit A, as amended from time to time by ServiceNow, Inc. in its sole discretion. 1.7 “Trademarks” means the ServiceNow, Inc. logo and all ServiceNow, Inc. trademarks in word form, or in any style or translated form, which designates the product(s) for which Applicant has qualified pursuant to a ServiceNow certification exam, as applicable. 1.8 “Use Guidelines” means the Program Trademarks Use Restrictions set forth in Exhibit B, as amended from time to time by ServiceNow, Inc. in its sole discretion. 2. Acceptance into Program; License Grant. 

2.1 Acceptance into Program. As of the Effective Date of this Agreement and subject to the terms and conditions of this Agreement, ServiceNow, Inc. accepts Applicant as a participant in the Program. 

2.2 License Grant. Upon ServiceNow, Inc.’s receipt of satisfactory evidence of Applicant’s successful completion of the Certification Requirements and subject to the terms and conditions of this Agreement, ServiceNow, Inc. grants to Applicant a personal, nonexclusive, nonassignable, nonsublicensable, nontransferable, revocable license to use the Trademarks and Materials (i) strictly in accordance with the Use Guidelines and (ii) solely in reference to Applicant’s approved services related 

to the particular versions of a ServiceNow, Inc. product for which certification has been granted and for no other products or product versions. ServiceNow, Inc. reserves the right to modify the Use Guidelines from time to time upon thirty (30) days’ notice to Applicant, and Applicant must promptly and strictly adhere to such modified Use Guidelines. Applicant may not alter, modify or change the Trademarks or Materials in any way. This license shall immediately terminate if Applicant fails to successfully complete and pass any of the available Delta Maintenance Exam, as applicable, within ninety (90) days after it is first published by ServiceNow, Inc. 3. Intellectual Property. 

3.1 Exam Content. All Exam Content is the copyrighted work of ServiceNow and owned exclusively by ServiceNow, notwithstanding any other provision in this Agreement. Except as expressly provided in this Agreement, all rights in the Exam Content are reserved and ServiceNow does not grant Applicant any rights, express or implied or by estoppel, or ownership therein. 

3.2 Restrictions. Applicant shall not (and shall not permit others to) do any of the following with respect to the Exam Content: (a) copy, create derivative works of, or otherwise modify it, except as expressly permitted hereunder; (b) remove or modify a copyright or other propriety rights notice in it; (c) reproduce, distribute, display, or use it without first obtaining the permission of ServiceNow. 

4. Term and Termination. 

4.1 Term. This Agreement shall become effective on the Effective Date and shall continue until terminated by either party as provided below. 

4.2 Termination. ServiceNow, Inc. may terminate this Agreement upon ten (10) days’ prior notice to Applicant. Applicant expressly acknowledges that the Trademarks are and the Materials contain valuable intellectual property rights of ServiceNow, Inc., and ServiceNow, Inc. may terminate for many reasons including, without limitation, ServiceNow, Inc.’s disapproval at any time during the term of this Agreement of the nature or quality of Applicant’s products or services rendered in connection with use of the Trademarks. 

4.3 Effect of Termination; Survival. Upon termination of this Agreement or suspension from the Program, Applicant’s participation in the Program and the license to the Trademarks and Materials shall terminate immediately, and Applicant’s existing credentials shall be void. Applicant shall discontinue any and all uses of the Trademarks and Materials and either destroy or return all Trademarks and Materials to ServiceNow, Inc. within thirty (30) days of the termination date. If Applicant chooses to destroy the Trademarks and Materials, then Applicant shall provide ServiceNow, Inc. with written verification of such destruction. Each party understands that the rights of termination hereunder are absolute. Neither party shall incur any liability whatsoever for any damage, loss or expense of any kind suffered or incurred by the other arising from or incident to any termination of this Agreement by such party, whether or not such terminating party is aware of any such damage, loss or expense. In particular, without in any way limiting the foregoing, neither party shall be entitled to any damages in connection with loss of business profits or revenues. Sections 3.3, 5-9 shall survive termination of this Agreement for any reason. 

5. Modification by ServiceNow, Inc. Upon ten (10) days’ notice to Applicant including notice by posting on its website at www.nowlearning.service-now.com, ServiceNow, Inc., in its sole discretion, reserves 

the right to modify the terms and conditions of this Agreement. These modifications shall become effective immediately at the end of such notice period and shall be deemed to modify and supplement the terms and conditions of this Agreement. APPLICANT’S CONTINUED PARTICIPATION IN THE PROGRAM FOLLOWING SUCH NOTICE WILL CONSTITUTE BINDING ACCEPTANCE OF THE MODIFICATIONS. IF ANY MODIFICATION IS UNACCEPTABLE TO APPLICANT, APPLICANT’S ONLY RECOURSE IS TO TERMINATE THIS AGREEMENT WITHIN TEN (10) DAYS OF SUCH NOTICE. 

6. Confidentiality. You agree that the terms and conditions of this Agreement, Exam Content and any information provided to you in connection with the ServiceNow Credentialing Program will be considered and referred to as “ServiceNow Confidential Information”). Notwithstanding the foregoing, ServiceNow Confidential Information shall not include: (a) information that is generally and legitimately available to the public through no fault or breach of yours; (b) information that is generally made available to the public by us; (c) information that is independently developed by you without the use of any ServiceNow Confidential Information; (d) information that was rightfully obtained from a third party who had the right to transfer or disclose it to you without limitation; or (e) any third-party software and/or documentation provided to you by us and accompanied by licensing terms that do not impose confidentiality obligations on the use or disclosure of such software and/or documentation. 

Unless otherwise expressly agreed or permitted in writing by ServiceNow, you agree not to disclose, publish, or disseminate any ServiceNow Confidential Information to anyone. You agree not to use ServiceNow Confidential Information in any way, including, without limitation, for your own or any third party’s benefit without the prior written approval of an authorized representative of ServiceNow in each instance. You further agree to take reasonable precautions to prevent any unauthorized use, disclosure, publication, or dissemination of ServiceNow Confidential Information. You acknowledge that unauthorized disclosure or use of ServiceNow Confidential Information could cause irreparable harm and significant injury to ServiceNow that may be difficult to ascertain. Accordingly, you agree that ServiceNow will have the right to seek immediate injunctive relief to enforce your obligations under this Agreement in addition to any other rights and remedies ServiceNow may have. If you are required by law, regulation or pursuant to the valid binding order of a court of competent jurisdiction to disclose ServiceNow Confidential Information, you may make such disclosure, but only if you have notified us before making such disclosure and have used commercially reasonable efforts to limit the disclosure and to seek confidential, protective treatment of such information. A disclosure pursuant to the previous sentence will not relieve you of your obligations to hold such information as ServiceNow Confidential Information. 

7. Disclaimer of Warranties. TO THE MAXIMUM EXTENT PERMITTED BY LAW, SERVICENOW, INC. MAKES, AND APPLICANT RECEIVES, NO REPRESENTATIONS, WARRANTIES OR CONDITIONS OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, UNDER THE LAWS OF ANY COUNTRY OR JURISDICTION RELATED TO OR ARISING IN ANY WAY OUT OF OR IN CONNECTION WITH THIS AGREEMENT OR THE PROVISION OF MATERIALS OR SERVICES UNDER THIS AGREEMENT. SERVICENOW, INC. SPECIFICALLY DISCLAIMS ANY IMPLIED WARRANTY OR CONDITION OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT, EXCEPT INSOFAR AS CANNOT BE EXCLUDED OR LIMITED BY COMPULSORY LAW. IN NO EVENT SHALL SERVICENOW, INC. BE LIABLE FOR ANY INDIRECT, EXEMPLARY, CONSEQUENTIAL OR INCIDENTAL DAMAGES (INCLUDING DAMAGES FOR LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION OR ANY OTHER PECUNIARY LOSS) ARISING OUT OF OR IN CONNECTION WITH THIS AGREEMENT OR THE USE OR THE INABILITY TO USE ANY OF THE MATERIALS OR SERVICES PROVIDED IN CONNECTION WITH THIS AGREEMENT, EVEN IF SERVICENOW, INC. HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. 

8. Limitation of Liability. SERVICENOW, INC.’S LIABILITY (i) WITH RESPECT TO ANY PROVISION OF THIS AGREEMENT OR ANY TRANSACTION CONTEMPLATED BY THIS AGREEMENT, (ii) FOR ANY DAMAGES CAUSED BY A PRODUCT OR DEFECT OR FAILURE IN ANY PRODUCT, OR (iii) IN THE EVENT THAT A COURT OF COMPETENT JURISDICTION HOLDS ANY OF THE ABOVE DISCLAIMERS OF WARRANTIES INVALID, SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY APPLICANT UNDER THIS AGREEMENT. SERVICENOW, INC.’S LIABILITY IS CUMULATIVE, WITH ALL OF APPLICANT’S LOSSES BEING AGGREGATED TO DETERMINE SATISFACTION OF THE LIMIT. APPLICANT HEREBY RELEASES AND FOREVER DISCHARGES SERVICENOW, INC. FROM ANY AND ALL OBLIGATIONS, LIABILITY, CLAIMS OR DEMANDS IN EXCESS OF THE FOREGOING LIMITATION. THE PARTIES ACKNOWLEDGE THAT OTHER PROVISIONS OF THIS AGREEMENT RELY UPON THE INCLUSION OF THIS SECTION. Because some states/jurisdictions do not allow the exclusion or limitation of liability for consequential, special, or incidental damages or the exclusion of implied warranties, some of the above limitations and disclaimers may not apply to Applicant. This Agreement does not exclude, restrict or modify any liability imposed under law that cannot, by such law, be excluded, restricted or modified when applied to Applicant. 

9. Indemnity. Applicant hereby agrees that it will be solely responsible for and that it will indemnify, defend and hold ServiceNow, Inc. and ServiceNow, Inc.’s officers, directors, agents, employees and representatives harmless from and against any and all claims, suits, damages, actions, proceedings, losses, obligations, penalties and expenses, including attorneys’ fees, arising out of, related to, or caused directly or indirectly by (i) Applicant’s use of the Trademarks and Materials, (ii) Applicant’s provision of services or goods in connection with this Agreement, (iii) Applicant’s negligent or illegal acts or omissions, or (iv) Applicant’s breach of its obligations under this Agreement. 

10. No Other Product Warranties by Applicant. Neither Applicant nor any of its employees or agents shall have any right to make any representation, warranty, or promise to any third party on behalf of ServiceNow, Inc. that is not explicitly stated in an applicable end user license for a ServiceNow, Inc. product or as authorized in writing by ServiceNow, Inc. 

11. Exam Score Validation and Program Suspension. 

11.1 Individual Score Reviews. In some cases, information may come to the attention of ServiceNow that raises questions about the validity of Applicant’s exam score. In these cases, ServiceNow may choose to conduct an individual score review. If ServiceNow has a good faith reason to believe that Applicant’s scores are invalid, ServiceNow reserves the right to cancel or revise Applicant’s score. Proof of misconduct is not required to cancel or revise scores. If ServiceNow cancels Applicant’s score, ServiceNow will notify Applicant in writing to the email address linked in Applicant’s Now Learning account, and Applicant will forfeit test and registration fees. A score cancellation does not mean that Applicant is suspended from the Program. Applicant may retake the exam for the cancelled score upon payment for additional retakes. If a score is revised, ServiceNow will notify Applicant in writing to the email address linked in Applicant's Now Learning account. 

11.2 Program Suspension. If ServiceNow finds that Applicant has engaged in misconduct in connection with an exam, ServiceNow reserves the right to suspend Applicant from the Program for a period of time to be determined by ServiceNow. In such case, ServiceNow will notify Applicant in writing to the email address linked in Applicant’s Now Learning account with the reason(s) for the suspension. Applicant will have fourteen (14) days from the date of receipt to submit information to refute the suspension. Upon receipt of Applicant’s response, ServiceNow will notify Applicant of its decision within seven (7) business days, and such decision will be considered final. Applicant’s who fail to respond within fourteen (14) days of ServiceNow’s initial notice will be suspended. Upon suspension from the Program, Applicant’s access to Webassessor and Now Learning will be terminated immediately and Applicant’s existing credentials will be void. 

12. Program Security. To maintain the security and integrity of the Program, the proctor may interrupt your exam session and ask that you pan your room with your camera. This random pan does not suggest there has been aberrant behavior. If asked to complete a pan, the time remaining for your exam is paused, so you will not lose any of the allotted exam time. Failure to complete the pan will result in your exam being canceled and you may be subject to further penalties as they relate to our test security policies. 

13. Miscellaneous 

13.1 Notice. Any notices required or permitted to be given pursuant to this Agreement shall be in writing, sent via email, certified mail, return receipt requested, postage pre-paid, or delivered by hand, to the business or email addresses of the parties set forth in the examination registration form or to such other address as may be furnished in writing to the other party. Notices shall be deemed effective on the earlier of the date of receipt or the fourth day after deposited in the mail. If notice is sent to ServiceNow, Inc., it shall be sent to the attention of the General Counsel. In addition, Applicant will refer to the web sites specified herein from time to time during the term of this Agreement to ensure Applicant’s continued compliance with the terms of this Agreement, including without limitation, the websites specified in Section 3 of Exhibit A and Section 5 of Exhibit B. ServiceNow, Inc. may provide notice to Applicant by posting such notice on its website at www.nowlearning.service-now.com. 

13.2 Privacy. Information collected about Applicant in connection with the exams is subject to the ServiceNow Privacy Policy, which may be updated from time-to-time. Please review the ServiceNow Privacy Policy to understand how we use and share your information, including with our affiliates and third parties, and how to opt-out and change your choices. ServiceNow’s Privacy Policy can be obtained at: https://www.servicenow.com/privacy-statement.html. 

13.3 Relationship of the Parties. Nothing contained herein shall be construed as creating any agency, partnership, or other form of joint enterprise between the parties. Applicant is solely responsible for payment of, and will pay when due, all applicable business license fees, value added tax (VAT) and similar taxes, withholding taxes, and business and income taxes related to its activities in connection with this Agreement. 

13.4 Governing Law; Forum. This Agreement shall be governed by and interpreted in all respects by the laws of the State of California, without reference to conflict of laws principles, as such laws are applied to agreements entered into and to be performed entirely within California between California residents. In any event, the United Nations Convention on Contracts for the International Sale of Goods, the application of which is expressly excluded, will not govern this Agreement. All disputes arising under this Agreement may be brought in Superior Court of the State of California or the Federal District Court in San Diego, California, as permitted by law. 

13.5 Attorneys’ Fees. In the event an action is commenced to enforce either party’s rights under this Agreement, the prevailing party in such action shall be entitled to recover its costs and attorneys’ fees. 

13.6 Assignment. Applicant may not assign its rights or obligations under this Agreement. Any attempted assignment by Applicant shall be null and void. 

13.7 Remedies. The parties expressly agree that a violation of Section 2.2 of this Agreement will cause irreparable harm to ServiceNow, Inc. and that a remedy at law would be inadequate. Therefore, in addition to any and all remedies available at law, ServiceNow, Inc. will be entitled to an injunction or other equitable remedies in all legal proceedings in the event of any threatened or actual violation or any or all of the provisions hereof. Applicant hereby waives any requirement that ServiceNow, Inc. post a bond or other security in conjunction with any application for injunctive or other equitable relief. 

13.8 Waiver; Severability. The waiver by a party of a breach of any provisions contained herein shall be deemed effective only when in writing and shall in no way be construed as a waiver of any succeeding breach of such provision or the waiver of the provision itself. In the event that any provision of this Agreement is determined to be invalid or unenforceable under any law or by a court of competent jurisdiction, then the other provisions hereof shall continue unabated and in full force and effect. Such unenforceability or invalidity shall not render this Agreement unenforceable or invalid as a whole, and, in such event, such provision shall be changed and interpreted so as to best accomplish the objectives of such unenforceable invalid provision within the limits of applicable law of applicable court decisions. 

13.9 Conflicts. Applicant acknowledges that ServiceNow certification exams are proctored by a third party that may require Applicant to agree to additional terms and conditions. In the event of a conflict between the third party’s terms and conditions and this Agreement, the terms and conditions of this Agreement shall govern with respect to the subject matter herein. 

13.10 Entire Agreement. Each Exhibit attached hereto and the Materials delivered separately is incorporated by reference and made a part of this Agreement as if its terms were fully set forth in the body of this Agreement. This Agreement, including all such Exhibits and such Materials, constitutes the entire agreement between ServiceNow, Inc. and Applicant, and supersedes and terminates any and all prior agreements or contracts, written or oral, entered into between the parties relating to the subject matter hereof. 

13.11 Independent Investigation. APPLICANT ACKNOWLEDGES THAT IT HAS READ THIS AGREEMENT, HAS HAD AN OPPORTUNITY TO CONSULT WITH ITS OWN LEGAL ADVISERS IF IT SO DESIRED, AND AGREES TO ALL OF THE TERMS AND CONDITIONS OF THIS AGREEMENT. APPLICANT AGREES THAT, IN INTERPRETING THIS AGREEMENT, NO WEIGHT SHALL BE PLACED UPON THE FACT THAT THIS AGREEMENT HAS BEEN DRAFTED BY SERVICENOW, INC. EXHIBIT A TO SERVICENOW CREDENTIALING PROGRAM AGREEMENT 

Credentialing Requirements and Registration Fee 

All of the following requirements must be met for each ServiceNow, Inc. product and version for which Applicant seeks certification under the terms and conditions of this Agreement: 

1. Applicant must accept the terms and conditions of the Agreement for each ServiceNow, Inc. product and version for which Applicant seeks certification. 

2. Applicant must successfully complete and pass the ServiceNow certification exam for each product for which certification is sought. Successful completion of the ServiceNow certification exam is good only for the particular product and version that is the subject of the examination. 

3. ServiceNow certification exam vouchers are valid for use only by the candidate for whom the exam voucher was issued and may not be transferred, sold, gifted, shared, or exchanged with or to any other individual. Candidates should not purchase, accept, or use an exam voucher that is not issued to the candidate directly by ServiceNow. ServiceNow certification exam vouchers may only be redeemed for the specific certification intended. Failure to comply with these requirements will result in immediate confiscation of the exam voucher without a refund, termination of the candidate’s participation in any current or future ServiceNow credentialing programs and training courses. 

4. Upon release of a new product version, ServiceNow will release a Delta maintenance exam to applicants who have a current and valid certification for the particular product. Applicants must successfully complete and pass the Delta maintenance exam for each product and version for which certification is sought within ninety (90) days after it is made available to keep the certification in good standing. Successful completion of the Delta maintenance exam is good only for the particular product and version that is the subject of the examination. Failue to successfully complete the Delta maintenance exam within ninety (90) days of the exam release date will result in an expired certification status. 

5. Upon expiration of Applicant’s certification pursuant to the preceding section, the license granted to Applicant under Section 2.2 for the applicable version of the product shall terminate and Applicant shall immediately cease any and all uses of the Trademarks and Materials; provided, however, that Applicant may continue to use only text references to Applicant’s credential under the Program if and provided that Applicant clearly states the version of the ServiceNow, Inc. product for which he/she was certified pursuant to this Agreement and otherwise adheres to the terms of the Agreement. 

6. Applicants who fail to successfully pass a certification exam or a Delta maintenance exam on the first try may retake a certification exam or Delta maintenance exam up to three (3) additional times (for a total of four(4) times) at a reduced exam fee provided that the Delta maintenance exam retakes occur within the ninety (90) day period after the exam is made available. 

7. Applicants with an expired certification status may re-enter the Program by successfully completing and passing the applicable ServiceNow certification exam. 

EXHIBIT B TO SERVICENOW CREDENTIALING PROGRAM AGREEMENT PROGRAM TRADEMARKS USE RESTRICTIONS 

The following guidelines are restrictions on use of the Trademarks and are mandatory. Applicant’s failure to abide by these provisions may result in termination of this Agreement by ServiceNow, Inc. 

1. Under no circumstances may the Trademarks be used by Applicant in any manner until Applicant has successfully completed, to ServiceNow, Inc.’s satisfaction, all Credentialing Requirements for at least one ServiceNow, Inc. product. 

2. If Applicant has not obtained certification from ServiceNow, Inc. with respect to a product within ninety (90) days following the date that a Delta maintenance exam is first published by ServiceNow, Inc. for such product, Applicant must discontinue any and all use of the Trademarks in relation to such product; provided, however, that Applicant may continue to use only text references to Applicant’s credential under the Program if and provided that Applicant clearly states the version of the 

ServiceNow, Inc. product for which he/she was certified pursuant to this Agreement and otherwise adheres to the terms of the Agreement. To “discontinue all use” includes, but is not necessarily limited to, destroying or revising all stationery, business cards, advertisements, brochures, and training manuals showing the Trademarks used in reference to ServiceNow, Inc. 

3. Applicant agrees to use the Trademarks only in connection with services that: (a) meet or exceed all applicable U.S. and foreign laws and regulations; (b) are advertised in compliance with all applicable U.S. and foreign fair advertising laws and regulations; (c) comply with all other applicable U.S. and foreign laws and regulations; (d) are of a quality and reputation consistent with the high quality of ServiceNow, Inc. products and services; and (e) are advertised in a manner consistent with industry standards. 

4. Upon reasonable request from ServiceNow, Inc., Applicant shall notify ServiceNow, Inc. of the locations of Applicant’s use of the Trademarks and furnish ServiceNow, Inc. with suitable specimens of Applicant’s use of the Trademarks. If ServiceNow, Inc. so requests, Applicant agrees to submit to ServiceNow, Inc. any uses of the Trademarks for ServiceNow, Inc.’s approval prior to the dissemination of these materials, such approval not to be unreasonably withheld. Applicant agrees to undertake such steps as ServiceNow, Inc. may reasonably request to assist in monitoring and maintaining the quality and form of use of the Trademarks. ServiceNow, Inc. may review Applicant’s use of the Trademarks at any time to evaluate Applicant’s compliance with the quality standards described in this Agreement. If at any time ServiceNow, Inc. determines that Applicant is not maintaining adequate quality standards, Applicant shall be considered in breach of this Agreement and subject to the termination provisions of Section 3 of the Agreement. Applicant shall remedy any material deficiencies in its use of the Trademarks, as determined by ServiceNow, Inc. in its sole discretion and upon reasonable notice from ServiceNow, Inc., as soon as reasonably possible but in any event not later than thirty (30) days following notice from ServiceNow, Inc. 

5. Applicant’s use of the Trademarks, including without limitation marking requirements, shall comply at all times with this Agreement, as modified from time to time in ServiceNow, Inc.’s sole discretion. 

6. Applicant acknowledges ServiceNow, Inc.’s ownership of the Trademarks. Applicant shall employ best efforts to use the Trademarks in a manner that does not derogate from ServiceNow, Inc.’s rights and will take no action that will interfere with or diminish ServiceNow, Inc.’s right in the Trademarks. Further, Applicant shall not use the Trademarks in a manner that is likely to mislead any third party regarding Applicant’s relationship to ServiceNow, Inc., or in connection with any obscene, pornographic, libelous, or defamatory material, product or services. 

ServiceNow publishes this test security policy to maintain the integrity of its assessments and to assist with the implementation of and adherence to test security practices.   

Should ServiceNow determine that any test taker, agency, school, or other testing entity has violated any provision of this test security policy or that testing materials have been compromised in any manner, purposely or otherwise, ServiceNow reserves the right to take appropriate action to rectify the violation of its test security policy.   

To protect the quality and standardization of ServiceNow assessments, test takers must agree to:   

1. Follow all test procedures as required in this Test Security Policy.   

2. Refrain from duplicating or in any way reproducing any testing materials, including but not limited to test questions and answers.   

3. Not obtain or share ServiceNow certification or training content with any individual, online forums or communities, or unauthorized organizations.  

4. Abstain from transferring certification vouchers to anyone.   

5. Follow all prompts and instructions of the exam proctor.  

6. Report any violation of this Test Security Policy.   

Copyright Infringement   

No test content may be duplicated, photocopied, or reproduced in any manner. Federal copyright law prohibits unauthorized reproduction and use of copyrighted test materials.   

Score Invalidation and Suspension  

ServiceNow reserves the right to invalidate a test score if the parameters in which that score were obtained do not match normal testing standards. If a test taker’s score is invalidated, the individual may be granted the ability to retest at ServiceNow’s discretion.  

If a test taker is found to have violated ServiceNow policies or procedures to an extent that a suspension from the program is deemed necessary by the ServiceNow credentialing staff, a written explanation of the offense will be emailed to the test taker’s email address linked to their Now Learning account. The test taker will have 14 days to respond with an explanation or evidence as to why they should not be suspended. The tester must respond to the allegations within the 14-day period if they wish to have the suspension reconsidered. If the credentialing staff do not hear back in 14 days, the test taker will be suspended. If the test taker does respond with an explanation or evidence, the certification staff will investigate and respond to the tester via email with a final decision on the suspension within 7 days.   

Unsanctioned Training and Certification Material  

ServiceNow highly recommends that testers never use or rely on unsanctioned training or certification materials. ServiceNow offers robust training which is tied to the content of our certifications. Unsanctioned materials are unreliable and can drastically affect your learning experience.   

Un-scored Items  

ServiceNow will occasionally embed unpublished test items into operational ServiceNow tests in order to maintain and build its item bank. These items are not scored. The security of these items cannot be compromised and must be maintained in the same manner as all testing content. 

Training and Certification Terms and Conditions Overview ServiceNow makes available to Customers certain training classes (both live and on-demand), certifications, training services, and certification vouchers (collectively, “Training and Certification Products”) solely for Customer’s internal business purposes as set forth on the Now Learning website currently located at https://www.servicenow.com/services/training-and-certification.html.

As used herein, “Customer” means the party, entity or individual purchasing, or otherwise registering for, the Training and Certification Products from ServiceNow or an authorized ServiceNow reseller (“Reseller”). If you are an individual purchasing or registering for the Training and Certification Products, you represent to ServiceNow that you are doing so solely for internal business purposes, and not as a consumer or for your personal use. By proceeding with purchasing or registering for Training and Certifications Products, you represent and agree to these terms. Location and Schedule Publicly Available Classes: The location and schedule for publicly available classes, which are instructorled classes in a physical or virtual classroom environment are published on the Now Learning website. Private Training Classes: The location and start date for private training classes will be mutually agreed upon by ServiceNow and Customer. For private training classes that are held at Customer’s location, Customer shall provide ServiceNow an appropriate training room with a projector and an adequate Internet connection (including a hard-line connection if Wi-Fi is not adequate) and other requirements or capabilities reasonably requested by ServiceNow that are necessary for the training. On-Demand Classes. On-Demand courses are self-paced training classes that Customers can access via the internet as set forth on the Now Learning website. Learning Credits ServiceNow Learning Credits may be redeemed for certain ServiceNow Training and Certification Products as specified in and according to the Learning Credit Terms and Conditions set forth at https://www.servicenow.com/upgrade-schedules.html.

Cancellation and Rescheduling Policy for Instructor-led Classes Customer Cancellation and Rescheduling for Instructor-led Classes ServiceNow requires written notice of a cancellation or reschedule request no less than fourteen (14) calendar days prior to the class start date; otherwise, Customer will forfeit 100% of the pre-paid training fees and reimburse ServiceNow or Reseller (as applicable) for all reasonable travel expenses incurred in connection with such cancelled training. Customer must send such notice directly to training@servicenow.com. ServiceNow Cancellation and Rescheduling for Instructor-led Classes ServiceNow may cancel training classes more than fourteen (14) calendar days prior to the start date of the class (“Cancellation”). Customer will be notified by phone or email record on file with ServiceNow. Customer is responsible for any expenses Customer incurs arising from such Cancellation. In the event of 2 a Cancellation, Customer will be able to register for a substitute class, if requested, and to the extent available. Certifications and Certification Vouchers ServiceNow certifications and certification vouchers are subject to the terms and conditions in this document and the ServiceNow Credentialing Program Agreement terms located at https://www.servicenow.com/content/dam/servicenow/otherdocuments/SN%20Certification_LegalAgreement_Feb07.pdf.

Certification exams are proctored by a third-party testing company and subject to the additional terms, conditions and policies posted on the third-party website. Vouchers will be issued upon successful completion of the applicable requirements. Terms and Conditions Customer agrees to pay the total fee amount on the related Order Form or as specified on the applicable Training and Certification Product webpage if purchasing directly from ServiceNow. Fees paid for ServiceNow training classes may not be used for certification vouchers or training delivered under a Statement of Work. If Customer is purchasing directly from ServiceNow, then as between ServiceNow and Customer the Training and Certifications Products as described herein are provided pursuant to these Terms and Conditions, and the terms and conditions in the Order Form (if any) and the underlying master agreement executed by the parties (if any) and in the absence thereof the Ordering Agreement incorporated by reference herein from https://www.servicenow.com/upgrade-schedules.html (collectively, the “Agreement”). In the event of a conflict between these Terms and Conditions and the Order Form (if any) and the Agreement, these Terms and Conditions shall prevail. If Customer is purchasing from a ServiceNow authorized “Reseller, then as between ServiceNow and Customer, the Training and Certifications Products are provided pursuant to these Terms and Conditions and the terms and conditions in the Use Authorization as issued by ServiceNow and the underlying master subscription service agreement executed by the parties (if any) and in the absence thereof the Subscription Service Agreement incorporated by reference herein from https://www.servicenow.com/upgrade-schedules.html. In the event of a conflict between these Terms and Conditions and the Use Authorization (if any) and applicable Subscription Services Agreement, these Terms and Conditions shall prevail. All Training and Certification Products are non-cancellable, non-transferable, non-refundable, cannot be used for services or activities other than for those purchased or registered, and not subject to acceptance. All Training and Certification Products must be consumed within twelve (12) months from the effective date of the purchase as specified on an ordering document or the applicable Training and Certification Product website following Customer’s purchase or registration (the “Effective Date”). Services and other activities are not included in this offering unless specifically identified as included in this document. Any unused Training and Certification Products shall expire in their entirety within twelve (12) months from the Effective Date with no further credit or refund and shall have no value thereafter. Customer shall reimburse ServiceNow or Reseller for all reasonable travel expenses incurred in connection with performance of the Training and Certification Products. For On-Demand Training and Certification Products, unless otherwise stated in the class description, Customer’s access to an On-Demand class will expire twelve (12) months from the Effective Date. 3 ServiceNow certification exam vouchers are valid for use only by the candidate for whom the exam voucher was issued and may not be transferred, sold, gifted, shared, or exchanged with or to any other individual. ServiceNow certification exam candidates should not purchase, accept, or use an exam voucher that is not issued to such candidate directly by ServiceNow. ServiceNow certification exam vouchers may only be redeemed for the specific certification intended. Failure to comply with these requirements will result in immediate confiscation of the exam voucher without a refund, termination of the candidate’s participation in any current or future ServiceNow credentialing programs and training courses, and termination of any previously issued credentials obtained in violation of these Terms and Conditions. Any course materials provided or made available in connection with Training and Certification Products” is deemed ServiceNow Core Technology, as defined in the Agreement or Subscription Services Agreement. In addition to the restrictions in the Agreement or Subscription Service Agreement, no part of any course materials may be used for any other purpose, reproduced, stored in a retrieval system, disseminated, transmitted, or published in any form or by any means, including without limitation, electronic, mechanical, photocopying, photographing, recording or otherwise, or translated into any language without the prior written permission from ServiceNow. ServiceNow may provide advertisements of third parties on our website and/or feature information, materials, products, or services provided by third parties, including without limitation, third party credit card processing services (collectively, “Third Party Offerings”). ServiceNow makes no representations with respect to, nor does it guarantee or endorse the quality, non-infringement, accuracy, completeness, timeliness, or reliability of such Third Party Offerings. Notwithstanding anything to the contrary in this document or the Agreement, any correspondence, terms and conditions, agreements and any other dealings between Customer and any third parties regarding Third Party Offerings are solely between Customer and the specific third party or third parties, and ServiceNow is not a party. ServiceNow has no control over and expressly disclaims responsibility and liability for all third party provided information, materials, programs, products, and services covered on or accessed through a ServiceNow website. By proceeding with purchasing or registering for Training and Certifications Products, you agree that ServiceNow shall not be responsible for any warranties, indemnitees, or any losses or damages of any sort incurred as a result of any of these dealings or as the result of the presence of such third parties on ServiceNow’s website. SERVICENOW SPECIFICALLY DISCLAIMS ALL WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, WITH RESPECT TO THE TRAINING AND CERTIFICATION PRODUCTS INCLUDING ANY WARRANTIES OF MERCHANTABILITY, TITLE, NON-INFRINGEMENT, FITNESS FOR A PARTICULAR PURPOSE, FREEDOM FROM DEFECTS OR VIRUSES, OR AVAILABILITY. FOR PURPOSES OF THESE TERMS AND CONDITIONS, EXCEPT TO THE EXTENT PROHIBITED UNDER LAW, SERVICENOW SHALL NOT BE LIABLE FOR DAMAGES OF ANY KIND ARISING OUT OF OR IN CONNECTION WITH THE TRAINING AND CERTIFICATION PRODUCTS, INCLUDING ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL OR PUNITIVE DAMAGES, INCLUDING LOSS OF REVENUE OR PROFITS, LOSS OF DATA, COVER AND COSTS OF SUBSTITUTE GOODS OR SERVICES, HOWEVER CAUSED AND WHETHER IN CONTRACT, IN TORT OR UNDER ANY OTHER THEORY OF LIABILITY, AND WHETHER OR NOT SERVICENOW HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, AND REGARDLESS OF WHETHER SERVICENOW REVIEWED, 4 MODERATED, COMMENTED ON OR CREATED THE TRAINING AND CERTIFICATION PRODUCTS GIVING RISE TO DAMAGES. IF SERVICENOW IS LIABLE TO CUSTOMER FOR DAMAGES OF ANY KIND, THEN SERVICENOW’S TOTAL, CUMULATIVE LIABILITY TO CUSTOMER, ARISING OUT OF OR RELATED TO THE TRAINING AND CERTIFICATION PRODUCTS, WHETHER IN CONTRACT, IN TORT OR UNDER ANY OTHER THEORY OF LIABILITY, WILL NOT EXCEED (A) $1,000.00 USD FOR THOSE TRAINING AND CERTIFICATION PRODUCTS WHICH ARE PROVIDED BY SERVICENOW AT NO CHARGE, OR (B) THE FEES CHARGED BY SERVICENOW AS SPECIFIED ON AN ORDER OR NOW LEARNING WEBSITE DURING THE 12 MONTH PERIOD BEFORE SUCH LIABILITY AROSE. MULTIPLE CLAIMS WILL NOT INCREASE THIS LIMIT. THE PARTIES HAVE AGREED THAT THE LIMITATIONS SET FORTH HEREIN WILL SURVIVE AND APPLY EVEN IF ANY LIMITED REMEDY SPECIFIED IN THIS AGREEMENT IS FOUND TO HAVE FAILED ITS ESSENTIAL PURPOSE. ServiceNow reserves the right to amend these Terms and Conditions from time to time. © 2021 ServiceNow, Inc. All rights reserved. ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks