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APPENDIX C

Salsify Premium Support Availability Policy


Severity Level Determination

This appendix defines severity and support levels for Salsify customers subscribing to Salsify Premium.

Customer may report errors in or questions about the Salsify Platform (collectively "support issues") via the Salsify online help site or via email to support@salsify.com.

When communicating support issues to Salsify, Customer shall reasonably self-diagnose each support issue and recommend, in good faith, to Salsify an appropriate Severity LeveI designation. Salsify shall validate Customer's Severity Level designation, or notify Customer of a proposed change in the Severity Level designation to a higher or lower level with justification for the proposal. In the event of a conflict regarding the appropriate Severity Level designation, each party shall promptly escalate such conflict to its management team for resolution through consultation between the parties’ management, during which time the parties shall continue to handle the support issue in accordance with the Salsify Severity Level designation. In the rare case a conflict requires a management discussion, both parties shall be available within one business hour of the escalation.

Support Issue Production Severity Levels

Salsify responds to support issues based on severity level (as defined below) during standard Salsify support hours. Standard Salsify support hours are from 8:30am to 5:30pm US Eastern Time on weekdays, excluding when these US holidays are observed: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.

Salsify Response Time is the period of standard Salsify support hours from the time a support issue is first communicated by Customer to Salsify until Salsify responds to Customer and/or escalation within Salsify, if appropriate.

Because of the widely varying nature of issues, it is not possible to provide specific resolution commitments.

Severity Level 1:

  • Definition: The Salsify Platform is unavailable for all users, or the Salsify Platform contains a bug that prevents Customer from executing one or more critical business processes with a significant impact and no workaround exists.
  • Salsify Response Commitment: Salsify will respond within one (1) hour of receipt of case.
  • Resolution: Salsify will work to resolve the problem until the Platform is returned to normal operation or a workaround is made available that reduces the situation to Severity 2, 3, or 4. Customer will be notified of status changes.
  • Escalation: If the problem has not been resolved within one (1) hour, Salsify will escalate the problem to the appropriate Salsify organization. The escalated problem will have higher priority than ongoing support, development or operations initiatives.
  • Customer Response Commitment: Customer shall remain accessible by phone for troubleshooting from the time a Severity 1 issue is logged until such time as it is resolved.

Severity Level 2:

  • Definition: The Salsify Platform contains a bug that prevents Customer from executing one or more important business processes. A workaround exists but is not optimal.
  • Salsify Response Commitment: Salsify will respond within two (2) hours of receipt of case.
  • Resolution: If resolution requires a Salsify bug fix, Salsify will add the bug fix to its development queue for future Update and suggest potential workaround until the problem is resolved in a future Update. Customer will be notified of status changes.
  • Escalation: If the problem has not been resolved within two (2) days, Customer may request that Salsify escalate the problem to the appropriate Salsify organization.
  • Customer Response Commitment: Customer will respond to Salsify requests for additional information and implement recommended solutions in a timely manner.

Severity Level 3:

  • Definition: The Salsify 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.
  • Salsify Response Commitment: Salsify will respond within six (6) hours of receipt of case.
  • Resolution: If resolution requires a Salsify bug fix, Salsify will add the bug fix to its development queue for future Update and suggest potential workaround until the problem is resolved in a future Update. Customer will be notified of status changes.
  • Escalation: None.
  • Customer Response Commitment: Customer will respond to Salsify requests for additional information and implement recommended solutions in a timely manner.

Non-system issues (Severity Level 4):

  • Definition: Non-system issues such as product functionality questions, account configuration questions, or other account requests.
  • Salsify Response Commitment: Salsify will respond within twenty-four (24) hours of receipt of case.
  • Resolution Commitment: Salsify will respond to request. Customer will be notified of status changes.
  • Escalation: None.

Customer Commitment: Customer will respond to Salsify requests for additional information in a timely manner.

Customers subscribing to Salsify Premium Support also receive:

  • A named Support Engineer familiar with your account. Salsify designates a named Support Engineer for Customer and shall use commercially reasonable efforts for the designated Support Engineer to respond to Customer's support issues.
  • Ability to request callback support. Customer may request response to specific support issues be provided by phone call to a specified contact and phone number. Salsify will use commercially reasonable efforts to respond to such support issues via phone in line with the response commitments, prioritization, and timing specified in this Support Availability Policy.
  • Prioritized support handling within severity level. Salsify will use commercially reasonable efforts to prioritize support issues for Customers subscribing to Salsify Premium Support over other issues of the same severity.
  • Up to two support reviews per year. Customer may request up to two support reviews per year to review service metrics and quality for continuous improvement. Salsify support leadership and Customer's designated Salsify support engineer will lead this review, which will be conducted remotely unless otherwise agreed.