Salsify Premium Support Availability Policy

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.

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: 5 Qualified Support Users).

Additional Features Available with Premium Support

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.

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. 

Prioritized Custom Readiness Reports:  Prioritize the creation of custom readiness reports for your team. We’ll help you get it built quickly and on time for up to two (2) custom readiness reports per year.