Combine speed and access with the ability to govern and control core data and product information.
Learn MoreEmpowering brands to manage, syndicate, and optimize product content at scale.
Learn MoreEmpowering retailers to collect, list, and enrich product content at scale.
Learn MoreThe leading commerce experience management solution and only unified and adaptive system of record.
Learn MoreMaximize success with service offerings designed to deliver measurable results.
Learn MoreMaximize success with support offerings designed to fit your requirements, including everything from self-service tools to custom expert guidance.
Learn MoreEnrich and optimize product pages to create engaging shopping experiences.
Learn MoreClose the loop on product performance with measurable analytics.
Learn MoreIntegrate the fulfillment data exchange necessary for marketplace selling.
Learn MoreCollect all of the data needed to list products quickly and accurately.
Learn MoreCollect the high-quality content necessary to optimize ecommerce experiences.
Learn MoreLeverage the best network of essential service and solution providers in the industry.
Learn MoreEstablish direct connections to efficiently collaborate and publish superior product experiences.
Learn MoreManage and syndicate GDSN operational data alongside other product data and marketing content.
Learn MoreDrive collaboration between brands and retailers with a free, open, and standardized product catalog.
Learn MoreSalsify solutions offer unique functions to help brands, retailers, and distributors drive results.
Salsify is the foundation for digital shelf success, empowering industry leaders with the tools to win.
Salsify drives results for customers worldwide, empowering them to win on the digital shelf.
Salsify offers a wide selection of resources and tools to drive success at every stage of the digital shelf journey.
Salsify’s Premium Support packages are designed to provide a more tailored support experience to our customers.
The Premium Support packages expand on the standard support offering by providing a more direct access path to support representatives through our support chat feature and on-demand calls. Additionally, the Premium Support package allows for expedited custom readiness reports and additional support contacts.
Support Features |
Included with all subscriptions |
Premium Plus |
Self-Service access to our online tools |
✔ |
✔ |
Training access |
✔ |
✔ |
Standard Support SLA |
✔ |
✔ |
Escalation Channel |
✔ |
✔ |
Support Chat |
✔ |
|
Call on demand |
✔ |
|
Prioritized Custom Readiness Reports |
7/yr |
|
24/7 Critical Issues Coverage |
✔ |
|
Designated Personnel |
✔ |
|
Support Chat |
✔ |
|
Monthly cadence call with quarterly reviews |
✔ |
|
Qualified Support Users |
2 |
20 |
Training Access and Self-Service Access to Our Online Tools: All Support plans include access to our Salsify learning resources. Start off with a course series that’s tailored to your role in Salsify by visiting The Training Center. If you run into questions while using Salsify, visit our Knowledge Base for how-to and help articles. If you’re a developer looking to build connections with Salsify, we have a Developer Hub equipped with comprehensive API, webhook guides, and documentation.
Standard Support SLA: Standard Support SLAs and Support terms and conditions can be found in the governing Terms of Service.
Escalation Channel: Know your issues will be resolved by having direct communication with our Support Management team. If you need to escalate a particular issue that needs attention, know that it’s in good hands with our team who understands your problems and knows how to fix them. Even if your issue is not urgent but wasn’t handled to your satisfaction, you’re welcome to use this channel as a tool to raise visibility.
Qualified Support Users: Designate who will be in communication with Support. Qualified Support Users will have access to all of the Support plan features according to your plan. (Included with Subscription: 2 Qualified Support Users; Premium Plus: 20 Qualified Support Users).
Call on demand: Need extra assistance with an issue? Request time with our Support team to help you through it. With Call on Demand, we can coordinate and schedule time to work together on a call or screen share to get through any issues or questions.
Chat Business Hours: Support Chat breaks down the barriers and gets you the instant help you need with small issues. It’s available during our business hours and can send you back on your way. Note, depending on the complexity of the issue, it may not be resolved via Chat.
Prioritized Custom Readiness Reports: We don’t know what’s urgent for you. Prioritize the creation of custom readiness reports for our team, we’ll help you get it built quickly and on time for up to seven (7) custom readiness reports per year.
Designated Personnel: Link up with a Salsify Support team member who will know the ins-and-outs of your account and build a relationship with you and your team. When you have issues, they’ll have the context and your usage so that they can make recommendations and solve issues in a snap.
Monthly Cadence Call and Quarterly Support Reviews: Walk through your open support cases with your Salsify expert once a month. You’ll better understand the status of each ticket and will have the chance to lay out any necessary actions to resolve the case. Once a quarter, our team will reach out to have a conversation to give an overview of your activity in Salsify and provide actionable advice to help you better utilize the product. We’ll recommend trainings that will help you sharpen your skills and provide best practices when it comes to working with our Support team.
*24/7 Support Availability for Critical Issues: With 24/7 coverage, our team will be ready to help with any critical issues.
*Available early 2020