Salsify SKUlibrary Support Plus Availability Policy
The SKUlibrary Support Plus package expands on the standard SKUlibrary Support offering by providing more features, shorter SLAs, and a more consultative approach.
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 Responders
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 Support Plus
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 utilise 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.
Consultative Support Sessions: A SKUlibrary Consultative Support session gives you access to a designated point of contact that will enable you to optimise your performance, thanks to an in-depth knowledge of your use cases.
Your session can include:
A deep technical understanding of the SKUlibrary product and your 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
Training Sessions:
Receive up to 2 training sessions per annum that are tailored to your business needs. These training sessions go above and beyond the Onboarding Training in offering a more bespoke insight to processes, training and tips that may suit your business’s use case of SKUlibrary. This can include platform best practices and retailer syndication best practices.
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.
Service Level Agreements (SLAs):
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)
