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 email@example.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.
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:
Severity Level 2:
Severity Level 3:
Non-system issues (Severity Level 4):
Customer Commitment: Customer will respond to Salsify requests for additional information in a timely manner.