What is required for engagement governed by the Customer Prod Instance?

The requirement for engagement governed by the Customer Prod Instance is the purchase of PPS (Professional Product Support). This refers to an agreement or contract that organizations must have in place to access specific support services, updates, and maintenance for their ServiceNow instance. Purchasing PPS ensures that users receive the necessary resources and assistance to effectively utilize the platform, including timely troubleshooting and enhanced service capabilities.

Membership in a user group, training sessions, and standard user permissions, while relevant in different contexts, do not specifically address the contractual nature of support that is governed by the Customer Prod Instance. In other words, while having user permissions or undergoing training may help users operate within the system more effectively, accessing higher levels of engagement and support through the Customer Prod Instance is primarily determined by the acquisition of PPS.