Salsify Standard Support Availability Policy

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:

• Definition: The Platform is unavailable for all users, or the 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.

Severity Level 2:

• Definition: The 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 four (4) 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.

Severity Level 3:

• Definition: The 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 twenty-four (24) 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.

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.