Salsify PXM Platform Support Policy 

Access to online Salsify learning resources, including:

• Salsify Training Center - Build Salsify skills and learn how Salsify supports your PXM journey with self-paced training

• Salsify Knowledge Base - Instant access to detailed documentation on all aspects of the Salsify platform

• Salsify Developer Hub -  Comprehensive API and webhook guides and documentation

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 with is based on Customer’s Support tier. Once a Support Case is submitted through the Salsify PXM Customer Portal, a member of the Salsify Support team will evaluate the complexity value with Salsify’s 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 because the Formula complexity score exceeds the Support Tier limit, or any new Formula needs will be forwarded to our internal team to assist you with the best potential solution (additional fees may apply).

Qualified Support Users are authorized Users who are entitled to submit a Case.  Entitlement quantity is determined by Customer’s Support tier.

Qualified Support Users are a Configuration Entitlement.

A Salsify Technical Account Manager (TAM) provides Customer with:

• A deep technical understanding of the Salsify product and Customer’s specific build

• Case Management, ensuring that resolutions are progressing, and escalating issues if necessary

• Proactive support by assisting with strategic projects, along with day-to-day support, and consistent feedback via health checks and recommendations

• Premium Plus Services coordination

A Custom Readiness Report helps Customer assess the completeness and suitability of product data for distribution, through export channels beyond Salsify’s standard retailer connections and partnerships. For Retailer customers, Custom Readiness Reports are for internal use only.

Custom Readiness Reports are configured by Salsify upon Customer request and are built based on specific templates and information provided by Customer.

Custom Readiness Report requests are a Yearly Entitlement. Customer may license additional entitlement quantities separately.

Self-Service Custom Readiness Reports, or update requests to existing Reports, will not count against the Entitlement quantity.

Allows Customer to prioritize a Custom Readiness Report request for expedited completion.

Prioritized Custom Readiness Report requests are a Yearly Entitlement.

Prioritized Custom Readiness Reports count towards the Custom Readiness Report entitlement. 

Services designed to optimize Customer’s 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:

• Workshop - An Implementation Consultant will cover a select set of Product Information Management, Platform, Activation and Orders topics. Customer will receive an Output Document with recommendations. Limits include one use case per Workshop, and that the Workshop cannot be a troubleshooting session.

• Training - A Software Engineer will review how Customer’s system has been configured, with emphasis on managing the Platform (Admin), or how to use the system to perform day-to-day jobs (End User). Customer will receive up to a 3-hour long delivery session. Limits include only an agreed-upon agenda of Admin and End User Training topics.

• Design and Architecture Optimization - A Solution Architect will work with Customer to cover Architecture Review, Feature Impact Analysis, or a Consultation for Salsify API. Customer will receive an Agenda, and an Output Report. Limits include a maximum of one topic per session.

• Integration Review  - A Solution Architect familiar with Customer’s Integration Type will perform a health check on Customer’s Integration. Customer will receive an Agenda, and an Output Report. Limits include one existing Integration per Review, and for only Salsify-delivered custom Integrations. Any Connector (e.g., Kwikee, Brandbank) and Dolphin Parses are excluded.

• Health Check - An Implementation Consultant will investigate Customer’s Data Model and Channels to provide a high-level assessment of the health of Customer’s organization’s structure and the level of utilization of various Salsify functionalities. Customer will receive a detailed write-up of opportunities for expansion, efficiency levers, and reconfiguration, as well as a follow-up call. Limits include that the Health Check is only an assessment, and not hands-on work, and that this will be limited to available hours, and will not cover all aspects of Customer’s organization. Custom Integrations, and upstream systems are excluded.

Customer’s TAM will be the primary point of contact 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 Customer’s schedule for the week the Service is assigned. After the Service is delivered, the TAM will circle back with feedback on Service delivery.