Suppliers Terms of Service (PXM Supplier Portal)

Salsify shall provide support in the conditions set forth in this exhibit. Such support shall not apply to Implementation or Onboarding Services.

Upon the occurrence of any Support Case, namely any non-compliance of the Solution with the Documentation, Customer shall determine the initial Severity level of such incident when placing a request for Support in the conditions described below. Severity levels may be changed subject to Customer’s approval after initial contact between Customer and the Support teams of the Salsify and assessment of the issue from such technical Support team.

Here's a table showing the features included with PXM Supplier Portal Support:

Support Features	PXM Supplier Portal Support
Self-Service Access to our Online Tools
Support Availability	9am-6pm ET, Monday through Friday, excluding holidays
Support Cases via Help Center

*Excluding Salsify bank holidays.
PXM Supplier Portal Support does not provide support via Email or Phone. All SLAs and terms are associated with the PXM Standard Support Policy.

Features Available With PXM Supplier Portal Support

Self-Service Access to Online Support Tools:

Access to online Salsify learning resources, including:

Salsify Training Center - Build Salsify skills and learn how Salsify supports your PXM journey with self-paced training
Salsify Knowledge Base - Instant access to detailed documentation on all aspects of the Solution
Salsify Developer Hub - Comprehensive API and webhook guides and documentation

Support Cases: Utilize the Salsify Support team’s expertise to answer questions about the Solution.

Service Level Agreements (Target Response Time SLAs): Service Level Agreements (SLAs) are measured from the time a case record is created in Salsify’s systems until the time a Customer is advised their problem has been received and is being addressed (First Response Time).