Salsify SKUlibrary Standard Support Availability Policy
Below is a table showing the features included with SKUlibrary Standard Support:
Support Features
Standard Support
Support Plus
Self-Service Access to our Online Tools
Unlimited Support Cases
Support Availability
9x5
9x5
Upload Support
Per Product Fee
Service Level Agreements (SLAs)
Standard
Increased
Consultative Support Session 1-1 (up to 1 hour)
-
Up to 5 p.a
Training Sessions (1-1 or group)
-
Up to 2 p.a
Qualified Support Responder
Up to 3
Up to 5
Syndication Ticket support (Commence investigation and reach out to retailer)
Within 2 days
Priority - Same day
Features included with SKUlibrary Standard Support
Self-Service Access to Online Support Tools:
Access to our learning resource. Includes:
SKUlibrary Training Centre - Build SKUlibrary skills and learn how SKUlibrary supports your SKUlibrary journey with self-paced training
SKUlibrary Knowledge Base - Visit this page for instant access to detailed documentation on all aspects of the SKUlibrary platform
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.
Qualified Support Responders: Qualified Support Responders are individuals who are familiar with your specific use case of SKUlibrary and are able to quickly understand the issues you may be faced with alongside the impact.
Severity
Definition
Standard First Response Time (FRT)
Support Plus First Response Time (FRT)
Urgent
A complete loss of service or a business-critical function is unavailable. No workaround exists.
1 Business Hour
30 minutes
High
A significant feature or function is unavailable or severely degraded, but the system is still partially operational. A workaround may exist but is impractical.
4 Business Hours
2 Business Hours
Medium
A non-critical issue that impacts a subset of users or specific functions. Workaround available.
6 Business Hours
3 Business Hours
Low
General inquiries, minor bugs, feature requests, or feedback. No impact on core service functionality.
.svg)
