The Premium Plus Support package expands on the Premium Support offering by providing even more features, including a Technical Account Manager and Premium Plus Services. Additionally, the Premium Plus Support package allows for more Custom Readiness Reports and additional Support Users.
|Support Features||Standard Support||Premium Support||Premium Plus Support|
|Self-Service Access to our Online Tools|
|Unlimited Support Cases|
|24x7 Critical Issues Coverage||-|
|Service Level Agreements (SLAs)||Standard||Increased||Enhanced|
|Custom Readiness Reports||Up to 10/Year||Up to 50/Year||Up to 500/Year|
|Prioritized Custom Readiness Reports**||-||Up to 4/Year||Up to 7/Year|
|Technical Account Manager (TAM)||-||-|
|Premium Plus Services||-||-||6 Hours/Month|
|Qualified Support Users**||Up to 5||Up to 7||Up to 20|
*For Critical issues
**For first SLU
Self-Service Access to Online Support Tools:
Access to our learning resources. Includes:
Unlimited Support Cases:
Take advantage of an unlimited allotment of Support Cases to utilize our Support team’s expertise to answer your questions on the platform. We are here for you in those critical moments as well as when an article or video is not enough guidance.
Premium Plus Support will provide technical support to Customers during the following time frame:
|Availability||24 Hours x 5 Days|
Salsify’s Business Hours are hours during weekdays (Monday through Friday), excluding holidays.
24/7 Critical Issue Coverage:
With 24 Hour/7 Days coverage, 365 Days per year, our team will be ready to help with any Critical (Severity 1) issues.
Service Level Agreements (First Reply SLAs):
|Severity||Definition||Premium Plus Support|
|Severity 1||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||30 Minutes|
|Severity 2||The Platform contains a bug that prevents a Customer from executing one or more important business processes. A workaround exists but is not optimal||2 Business Hours|
|Severity 3||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||18 Business Hours|
|Severity 4||Non-system issues such as product functionality questions, account configuration questions, or other account requests||24 Business Hours|
Formula Support is a Support entitlement for a specific type of Salsify PXM Support Case. Formula Support is provided for prewritten Formulas, using Salsify’s Formula language, that are not working as expected. A “prewritten” Formula is one that the Customer has attempted to develop within the Salsify Formula Builder for their specific use case. Salsify Support does not include providing, or writing net new Formulas.
The Formula complexity score that Support can assist you with is based on your Support tier. Once you submit a Case through the Salsify PXM Customer Portal, a member of our Support team will evaluate the complexity value with our Formula Complexity script. This will produce a Complexity Score, which Support will evaluate to determine the next steps to address your Formula issue.
Formulas not covered by Support, or any new Formula needs will be forwarded to our internal team to assist you with the best potential solution (additional fees may apply).
|Complexity||Up to 150*|
|Example Use Case||Assign categories to products for multiple locales based on multiple localized data points|
|Example Formula||LET lightweight_en = IF(EQUALS(VALUE('Lightweight'),'Yes'),'Lightweight',null) IN LET waterproof_en = IF(EQUALS(VALUE('Waterproof'),'Yes'),'Waterproof',null) IN LET breathable_en = IF(EQUALS(VALUE('Breathable'),'Yes'),'Breathable',null) IN LET insulation_en = IF(EQUALS(VALUE('Insulation'),'Yes'),'Insulation',null) IN LET windproof_en = IF(EQUALS(VALUE('Windproof'),'Yes'),'Windproof',null) IN LET categories_en = COMPACT([lightweight_en,waterproof_en,breathable_en,insulation_en,windproof_en]) IN LET lightweight_ko = IF(EQUALS(VALUE('Lightweight'),'Yes'),'경량',null) IN LET waterproof_ko = IF(EQUALS(VALUE('Waterproof'),'Yes'),'방수',null) IN LET breathable_ko = IF(EQUALS(VALUE('Breathable'),'Yes'),'통기',null) IN LET insulation_ko = IF(EQUALS(VALUE('Insulation'),'Yes'),'단열',null) IN LET windproof_ko = IF(EQUALS(VALUE('Windproof'),'Yes'),'방풍',null) IN LET categories_ko = COMPACT([lightweight_ko,waterproof_ko,breathable_ko,insulation_ko,windproof_ko]) IN IF( AND( EQUALS(CURRENT_LOCALE(),'ko-KR'), categories_ko ),categories_ko, IF( AND( CONTAINS(CURRENT_LOCALE(),'en'), categories_en ),categories_en ) )|
*After evaluating over 35,000 formulas using the Formula Complexity script across all Customers’ in-app computed properties, we found that the average complexity score is 28.8, the 90th percentile is 39 and the 95th percentile is 108.
Access to Live Chat to provide timely help with small issues. Chat is available during our Support Availability hours. Note, depending on the complexity of the issue, it may not be possible to resolve via Chat.
Custom Readiness Report:
A Custom Readiness Report helps you assess the completeness and suitability of your product data for distribution, through export channels beyond our standard retailer connections and partnerships. Custom Readiness Reports are configured by Salsify upon Customer request. They are built based on specific templates and information provided by the Customer.
For Premium Plus Support, Custom Readiness Reports will be completed within 7 Business Days.
Premium Plus Support has a limit of 500 new Custom Readiness Reports per contract year. Self-Service Custom Readiness Reports, or updates to existing Reports, will not count against this quantity. Additional amounts in packages of 10 are available as an add-on.
Prioritized Readiness Report:
Allows you to prioritize Custom Readiness Reports to be completed within 2 Business Days. Premium Plus Support includes up to 7 Prioritized Readiness Reports for the first Salsify Licensing Unit (SLU), and up to 2 Prioritized Readiness Reports for each additional SLU, per contract year.
Any Prioritized Readiness Reports are counted against your Custom Readiness Report entitlement.
Technical Account Manager:
A Salsify Technical Account Manager (TAM) is your designated point of contact that will enable you to optimize your performance, thanks to an in-depth knowledge of your use cases.
Your TAM will provide:
Premium Plus Services:
Go beyond traditional support, and benefit with best-in-class Services designed to optimize your use of Salsify, up to 6 hours (including all planning, meeting, and output creation time) a month of Services. Premium Plus Services are limited to one Service per month and the same Service offering cannot be selected in consecutive months or more than once per calendar quarter. Premium Plus Services may be selected from among the below Services offerings list:
Your TAM will be the primary point of contact with you to identify Services offerings needed and coordinate schedules for delivery of the monthly Services. Assignments will be made each month based on the Service Offering, and the TAM will sync with your schedule for the week the Service is assigned. After the Service is delivered, the TAM will circle back with you for feedback on Service delivery.
Qualified Support Users:
Qualified Support Users are authorized Users who are entitled to submit a Case. This entitlement is based on your Support tier. Premium Plus Support includes up to 20 Qualified Support Users for the first SLU, and up to 2 for each additional SLU.
Salsify Support does not include: