Salsify PXM Advance Premium Plus Support Availability Policy

The Premium Plus Support package expands on the Premium Support offering by providing even more features, including a Technical Account Manager and Premium Plus Services. Additionally, the Premium Plus Support package allows for more Custom Readiness Reports and additional Support Users.

Support Features	Standard Support	Premium Support	Premium Plus Support
Self-Service Access to our Online Tools
Unlimited Support Cases
Support Availability	9x5	24x7*	24x7*
24x7 Critical Issues Coverage	-
Service Level Agreements (SLAs)	Standard	Increased	Enhanced
Global Data Synchronization Network Coverage**	Included	Included	Included
Formula Support	Base	Intermediate	Advanced
Live Chat	-
Custom Readiness Reports	Up to 10/Year	Up to 50/Year	Up to 500/Year
Prioritized Custom Readiness Reports***	-	Up to 4/Year	Up to 7/Year
Technical Account Manager (TAM)	-	-
Premium Plus Services	-	-	6 Hours/Month
Qualified Support Users***	Up to 5	Up to 7	Up to 20

*For Critical issues
**Requires GDSN subscription
***For first SLU

Features Available With Premium Plus 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:

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

	Premium Plus
Availability	24 Hours x 5 Days
Business Hours	Customer’s Local Timezone (Severity 2 - 4)

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.

24/7 Critical Issue Coverage:

With 24 Hour/7 Days coverage, 365 Days per year, our team will be ready to help with any Critical (Severity 1) issues.

Service Level Agreements (First Reply SLAs):

Severity	Definition	Premium Plus 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	30 Minutes
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	2 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	18 Business Hours
Severity 4	Non-system issues such as product functionality questions, account configuration questions, or other account requests	24 Business Hours

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 January 19, 2024):
Austria
Belgium
Canada
Germany
Luxembourg
Netherlands
Switzerland
United States (US)

Formula Support:

Formula Support is a Support 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).

	Premium Plus
Complexity	Up to 150*
Example Use Case	Assign categories to products for multiple locales based on multiple localized data points
Example Formula	LET lightweight_en = IF(EQUALS(VALUE('Lightweight'),'Yes'),'Lightweight',null) IN LET waterproof_en = IF(EQUALS(VALUE('Waterproof'),'Yes'),'Waterproof',null) IN LET breathable_en = IF(EQUALS(VALUE('Breathable'),'Yes'),'Breathable',null) IN LET insulation_en = IF(EQUALS(VALUE('Insulation'),'Yes'),'Insulation',null) IN LET windproof_en = IF(EQUALS(VALUE('Windproof'),'Yes'),'Windproof',null) IN LET categories_en = COMPACT([lightweight_en,waterproof_en,breathable_en,insulation_en,windproof_en]) IN LET lightweight_ko = IF(EQUALS(VALUE('Lightweight'),'Yes'),'경량',null) IN LET waterproof_ko = IF(EQUALS(VALUE('Waterproof'),'Yes'),'방수',null) IN LET breathable_ko = IF(EQUALS(VALUE('Breathable'),'Yes'),'통기',null) IN LET insulation_ko = IF(EQUALS(VALUE('Insulation'),'Yes'),'단열',null) IN LET windproof_ko = IF(EQUALS(VALUE('Windproof'),'Yes'),'방풍',null) IN LET categories_ko = COMPACT([lightweight_ko,waterproof_ko,breathable_ko,insulation_ko,windproof_ko]) IN IF( AND( EQUALS(CURRENT_LOCALE(),'ko-KR'), categories_ko ),categories_ko, IF( AND( CONTAINS(CURRENT_LOCALE(),'en'), categories_en ),categories_en ) )

*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.

Live Chat:

Access to Live Chat to provide timely help with small issues. Chat is available during our Support Availability hours. Note, depending on the complexity of the issue, it may not be possible to resolve via Chat.

Custom Readiness Report:

A Custom Readiness Report helps you assess the completeness and suitability of your product data for distribution, through export channels beyond our standard retailer connections and partnerships. Custom Readiness Reports are configured by Salsify upon Customer request. They are built based on specific templates and information provided by the Customer.

For Premium Plus Support, Custom Readiness Reports will be completed within 7 Business Days.

Premium Plus Support has a limit of 500 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 are available as an add-on.

Prioritized Readiness Report:

Allows you to prioritize Custom Readiness Reports to be completed within 2 Business Days. Premium Plus Support includes up to 7 Prioritized Readiness Reports for the first Salsify Licensing Unit (SLU), and up to 2 Prioritized Readiness Reports for each additional SLU, per contract year.

Any Prioritized Readiness Reports are counted against your Custom Readiness Report entitlement.

Technical Account Manager:

A Salsify Technical Account Manager (TAM) is your designated point of contact that will enable you to optimize your performance, thanks to an in-depth knowledge of your use cases.

Your TAM will provide:

A deep technical understanding of the Salsify product, and your build
Case Management, ensuring that resolutions are progressing, and escalating issues if necessary
Proactive support by assisting with strategic projects, along with day-to-day support, and consistent feedback via health checks and recommendations
Premium Plus Services coordination

Premium Plus Services:

Go beyond traditional support, and benefit with best-in-class Services designed to optimize your use of Salsify, up to 6 hours (including all planning, meeting, and output creation time) a month of Services. Premium Plus Services are limited to one Service per month and the same Service offering cannot be selected in consecutive months or more than once per calendar quarter. Premium Plus Services may be selected from among the below Services offerings list:

Workshop - An Implementation Consultant will cover a select set of Product Information Management, Platform, Activation and Orders topics. You will receive an Output Document with recommendations.
- Limits include one use case per Workshop, and that the Workshop will not be a troubleshooting session.
Training - A Software Engineer will review how your system has been configured, with emphasis on managing the Platform (Admin), or how to use the system to perform day-to-day jobs (End User). You will receive up to a 3-hour long delivery session.
- Limits include only an agreed-upon agenda of Admin and End User Training topics.
Design and Architecture Optimization - A Solution Architect will work with you to cover Architecture Review, Feature Impact Analysis, or a Consultation for Salsify API. You will receive an Agenda, and an Output Report.
- Limits include a maximum of one topic per session.
Integration Review - A Solution Architect familiar with your Integration Type will perform a health check on your Integration. You will receive an Agenda, and an Output Report.
- Limits include one existing Integration per Review, and for only Salsify-delivered custom Integrations. Any Connector (e.g., Kwikee, Brandbank) and Dolphin Parses are excluded.
Health Check - An Implementation Consultant will investigate your Data Model and Channels to provide you a high-level assessment of the health of your organization’s structure, and the level of utilization of various Salsify functionalities. You will receive a detailed write-up of opportunities for expansion, efficiency levers, and reconfiguration, as well as a follow-up call.
- Limits include that the Health Check is only an assessment, and not hands-on work, and that this will be limited to available hours, and will not cover all aspects of your organization. Custom integrations, and upstream systems are excluded.

Your TAM will be the primary point of contact with you to identify Services offerings needed and coordinate schedules for delivery of the monthly Services. Assignments will be made each month based on the Service Offering, and the TAM will sync with your schedule for the week the Service is assigned. After the Service is delivered, the TAM will circle back with you for feedback on Service delivery.

Qualified Support Users:

Qualified Support Users are authorized Users who are entitled to submit a Case. This entitlement is based on your Support tier. Premium Plus Support includes up to 20 Qualified Support Users for the first 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), 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)