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    Salsify SupportXM

    Salsify Support (SupportXM) provides a comprehensive portfolio of Salsify Product Experience Management (ProductXM) support services — helping customers win on the digital shelf.

    Salsify SupportXM Enables Brands To Maximize Business Outcomes

    Accelerate Time To Value

    • Gain an inside perspective into Salsify’s technology and research and development (R&D) roadmap — leveraging a global workforce of 800 talents, with approximately 25% of our global organization in customer success functions.

     

    Achieve Operational Excellence

    • Benefit from our unique insights into successful support strategies and management plans — stemming from our experience with hundreds of clients spanning across multiple verticals, including consumer packaged goods, home improvement, and fashion and apparel. We achieve high levels (more than 90%) of customer support satisfaction.

    Resolve Issues Quickly

    • Take advantage of our team’s knowledge and experience to quickly and proactively solve any issues you may encounter. We’ve developed and deployed best-in-class support methodologies and assets to accelerate digital transformation.

    Salsify SupportXM Provides an Optimized Level of Support Through Offerings Designed To Ensure Success

    As a Salsify customer, you automatically receive the online resources and support that comes with our Standard Support plan.

    Take advantage of unlimited self-service access to our online tools, support tickets, and standard service-level agreements (SLAs).

    Increase your return on investment (ROI) with additional support services.

    Benefit from 24/7 access, prioritized readiness reports, and live chat.

    Drive your business forward with the personalized expertise provided through our highest level of support.

    Take advantage of a designated technical account manager, prioritized readiness reports, enhanced response times, and 24/7 support for critical issues — as well as six hours of Premium Support services each month.

    Take advantage of unlimited self-service access to our online tools, support tickets, and standard service-level agreements (SLAs).

    Benefit from 24/7 access, prioritized readiness reports, and live chat.

    Take advantage of a designated technical account manager, prioritized readiness reports, enhanced response times, and 24/7 support for critical issues — as well as six hours of Premium Support services each month.

    Our Premium and Premium Plus Support Offerings Provide a Wide Range of Services To Help You Maximize Business Outcomes

    Self-Service Access to Our Online Tools

    Build new skills — tailored to your particular role — at your own pace, with access to online tools such as the Salsify Training Center, Salsify Knowledge Base, and Salsify Developer Hub.

    Unlimited Support Tickets

    Take advantage of unlimited access to product experts who can support you with any challenges you may have on the platform. We’re here for you in those critical moments.

    Qualified Support Users

    Select designated users to access all of your selected support plan features and engage in direct communication with the Salsify support team.

    24/7 Critical Issue Coverage

    Contact our support engineers, who are on call 24 hours a day, 7 days a week, including holidays and weekends for major issues. If you need expert guidance on a critical issue in a specific area, our response time can be as fast as 30 minutes.

    Live Chat

    Get help instantly using our live chat, which provides real-time access to our team.

    Prioritized Readiness Reports

    Prioritize the creation of custom reports — with help from the Salsify team. Salsify Readiness Reports give you visibility into the completeness of your data and how ready you are to publish to each of your channels.

    Premium Support — Call With Support Experts

    Set up time twice per year to deep dive into any product area to get complete usage understanding and learn how to troubleshoot effectively.

    Premium Plus Support — Technical Account Manager

    Optimize your performance by taking advantage of your designated point of contact, a Salsify team member with an in-depth knowledge of your use cases, including any custom work.

    Premium Plus Support — Premium Plus Services

    Go beyond traditional support and benefit from best-in-class services designed to optimize your use of Salsify, with up to six hours a month of the service of your choice.

    Explore Our Support Offerings

    Learn more about our support plan options — and choose which one is best for you. If you’re interested in our support services, please contact your account manager for more information.

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