Salsify Retail Support Availability Policy

Here's a table showing the features included with Retail Support:

Support Features	Standard Support
Self-Service Access to our Online Tools
Unlimited Support Cases
Support Availability	9x5
Service Level Agreements (SLAs)	Standard
Global Data Synchronization Network Coverage*	Included
Formula Support	Base
Custom Readiness Reports	Up to 30/Year
Qualified Support Users**	Up to 5

*Requires GDSN subscription
**For first SLU

Features Available With Retail Support

Self-Service Access to Online Support Tools:

Access to our learning resources. Includes:

Salsify Training Center - Build Salsify skills and learn how Salsify supports your PXM journey with self-paced training
Salsify Knowledge Base - Visit this page for instant access to detailed documentation on all aspects of the Salsify platform
Salsify Developer Hub - Find comprehensive API and webhook guides and documentation to help you start working with Salsify as quickly as possible

Unlimited Support Cases:

Take advantage of an unlimited allotment of Support Cases to utilize our Support team’s expertise to answer your questions on the platform. We are here for you in those critical moments as well as when an article or video is not enough guidance.

Support Availability:

Retail Support will provide technical support to Customers during the following time frame:

	Retail
Availability	9 Hours x 5 Days*
Business Hours	Customer’s Local Timezone (Severity 1 - 4)

*Non-GDSN Cases
Salsify’s Business Hours are from 8:30 AM to 5:30 PM in the Customer’s local timezone, during weekdays (Monday through Friday), excluding holidays.

Please note, Technical Support regarding the Supplier Onboarding Portal is specified within the Salsify SXM Support Availability Policy (for Suppliers).

For GDSN Cases, please see the “Global Data Synchronization Network (GDSN) First Reply SLAs” section below.

Service Level Agreements (First Reply SLAs):

Severity	Definition	Retail Support
Severity 1	The Platform is unavailable for all users, or the Platform contains a bug that prevents Customer from executing one or more critical business processes with a significant impact and no workaround exists	1 Business Hour
Severity 2	The Platform contains a bug that prevents a Customer from executing one or more important business processes. A workaround exists but is not optimal	4 Business Hours
Severity 3	The Platform contains a bug that may disrupt important business processes where a workaround is available, or functionality is not imperative to Customer's business operations	24 Business Hours
Severity 4	Non-system issues such as product functionality questions, account configuration questions, or other account requests	48 Business Hours

*Non-GDSN Cases

Global Data Synchronization Network (GDSN) First Reply SLAs:

We know that crucial GDSN syndication issues are vital to resolve quickly. For Severity 1 and 2 GDSN Cases*, a member of our Support team will be respond to you in order to begin the resolution process, within the following time frames:

Severity	Support Availability	SLA
Severity 1	24 Hours x 7 Days	30 Minutes
Severity 2	24 Hours x 5 Days	2 Business Hours

*Requires GDSN subscription

Only available for General Availability GDSN regions.
Current General Availability GDSN Markets/Regions (as of December 19, 2024):
Austria
Belgium
Canada
France
Germany
Luxembourg
Netherlands
Switzerland
United States (US)

Formula Support:

Formula Support is an entitlement for a specific type of Salsify PXM Support Case. Formula Support is provided for prewritten Formulas, using Salsify’s Formula language, that are not working as expected. A “prewritten” Formula is one that the Customer has attempted to develop within the Salsify Formula Builder for their specific use case. Salsify Support does not include providing, or writing net new Formulas.

The Formula complexity score that Support can assist you with is based on your Support tier. Once you submit a Case through the Salsify PXM Customer Portal, a member of our Support team will evaluate the complexity value with our Formula Complexity script. This will produce a Complexity Score, which Support will evaluate to determine the next steps to address your Formula issue.

Formulas not covered by Support, or any new Formula needs will be forwarded to our internal team to assist you with the best potential solution (additional fees may apply).

	Retail
Complexity Score	Up to 50*
Example Use Case	Assign names to codes based on around a dozen non-localized data points
Example Formula	LET kid = "Y1,Y2,Y3,Y4,Y8,Y9,YA" IN IF(AND(VALUE('Gender Code'), VALUE('Size Code')), IF(CONTAINS(kid, VALUE('Gender Code')), IF(ISNUMBER(VALUE('Size Code')), IF(EQUAL(VALUE('Gender Code'), 'Y9'), "Little Kid", "Big Kid"), COALESCE( IF(EQUAL(VALUE('Size Code'), 'M'), "Big Kid"), IF(EQUAL(VALUE('Size Code'), 'Medium'), "Big Kid"), IF(EQUAL(VALUE('Size Code'), 'L'), "Big Kid"), IF(EQUAL(VALUE('Size Code'), 'Large'), "Big Kid"), IF(EQUAL(VALUE('Size Code'), 'XL'), "Big Kid"), IF(EQUAL(VALUE('Size Code'), 'X-Large'), "Big Kid"), IF(EQUAL(VALUE('Size Code'), 'XXL'), "Big Kid"), IF(EQUAL(VALUE('Size Code'), 'XX-Large'), "Big Kid"), "Little Kid" ) ) ) )

*After evaluating over 35,000 formulas using the Formula Complexity script across all Customers’ in-app computed properties, we found that the average complexity score is 28.8, the 90th percentile is 39 and the 95th percentile is 108.

Custom Readiness Report:

Retailers may use Custom Readiness Reports for their internal use. The Custom Readiness Reports are built based on specific templates and information provided by the Customer.

For Retail Support, Custom Readiness Reports will be completed within 15 Business Days.

Retail Support includes up to 30 new Custom Readiness Reports per contract year. Self-Service Custom Readiness Reports, or updates to existing Reports, will not count against this quantity. Additional amounts in packages of 10 per year are available to be purchased as an add-on.

Qualified Support Users:

Qualified Support Users are authorized Users who are entitled to submit a Case. This entitlement is based on your Support tier. Retail Support includes up to 5 Qualified Support Users for the first Salsify Licensing Unit (SLU), and up to 2 for each additional SLU.

Support Exceptions

Salsify Support does not include:

Writing or troubleshooting any custom code of any programming language - including JavaScript, JSON, and HTML
Providing support for any product issues resulting from a Customer not following use cases described in Salsify’s documentation
Producing, or writing net new Formulas
Providing assistance with any third-party services (e.g., Microsoft Office products, Partner-built connections), which a Customer accesses through, or utilizes with the Salsify Platform
Ongoing maintenance of custom-built integrations to third-party systems (available for purchase separately)
Maintenance for previous implementations
Data model changes for Salsify or partner built connections
Proactive support for Retailer partners or users on PXM