Salsify PXM Advance Premium Support Availability Policy

The Premium Support package expands on the Standard Support offering by providing a more direct access path to support representatives through our Support Chat feature. Additionally, the Premium Support package provides additional coverage hours, and allows for expedited Custom Readiness Reports and additional Qualified 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 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 Support will provide technical support to Customers during the following time frame:

	Premium
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 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 Hour 30 Minutes for GDSN and Orders & Inventory*
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 2 Business Hours for GDSN and Orders & Inventory*
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	24 Business Hours

*Only available for onboarded Customers of GDSN or Orders & Inventory.

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
Complexity Score	Up to 100*
Example Use Case	Assign classes to codes based on over a dozen non-localized data points, including multiple variables and use of regex
Example Formula	LET womensGenderCodes = 'W1,W2,W3' IN LET numericSizeCodesWithLetters = '16W,18W,20W,22W,24W' IN COALESCE( IF(EQUAL(VALUE('Size Code'), '0/3'), 'age'), IF(EQUAL(VALUE('Size Code'), '3/6'), 'age'), IF(EQUAL(VALUE('Size Code'), '6/12'), 'age'), IF(EQUAL(VALUE('Size Code'), '12/18'), 'age'), IF(EQUAL(VALUE('Size Code'), '18/24'), 'age'), IF(EQUAL(VALUE('Size Code'), '2T'), 'age'), IF(EQUAL(VALUE('Size Code'), '3T'), 'age'), IF(EQUAL(VALUE('Size Code'), '4T'), 'age'), IF(VALUE('Dimension Code'), IF(CONTAINS(womensGenderCodes, VALUE('Gender Code')), COALESCE( IF(CONTAINS(numericSizeCodesWithLetters, VALUE('Size Code')), 'numeric'), IF(EQUAL(REPLACE(VALUE('Size Code'), "[A-Za-z]", ''), VALUE('Size Code')), 'numeric'), IF(EQUAL(REPLACE(VALUE('Dimension Code'), "[A-Za-z]", ''), VALUE('Dimension Code')), 'waist_inseam'), 'alpha' ), IF(EQUAL(REPLACE(VALUE('Dimension Code'), "[A-Za-z]", ''), VALUE('Dimension Code')), 'waist_inseam') ) ), IF(CONTAINS(numericSizeCodesWithLetters, VALUE('Size Code')), 'numeric'), IF(EQUAL(REPLACE(VALUE('Size Code'), "[A-Za-z]", ''), VALUE('Size Code')), 'numeric'), 'alpha' )

*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 Support, Custom Readiness Reports will be completed within 7 Business Days.

Premium Support includes up to 50 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.

Prioritized Readiness Report:

Allows you to prioritize Custom Readiness Reports to be completed within 2 Business Days. Premium Support includes up to 4 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.

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 Support includes up to 7 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)