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.
Here's a table showing the support features included with standard support:
Support Features |
Included with all subscriptions |
Self-Service access to our online tools |
✔ |
Training access |
✔ |
Standard Support SLA |
✔ |
Escalation Channel |
✔ |
Support Chat |
|
Call on demand |
|
Prioritized Custom Readiness Reports |
|
24/7 Critical Issues Coverage |
|
Qualified Support Users |
2 |
Severity Level Determination
Customer may report errors in or questions about the Platform (collectively “support issues”) via the Salsify online help site.
When communicating support issues to Salsify, Customer shall reasonably self-diagnose each support issue and recommend, in good faith, to Salsify an appropriate Severity Level 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.
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:
Severity Level 2:
Severity Level 3:
Non-system issues (Severity Level 4):