Syndication Ticket support (Commence investigation and reach out to retailer)
Within 2 days
Priority - Same day
SKUlibrary Support Feature Descriptions
Support Feature
Description
Self-Service Access to Online Tools
Access to online Salsify learning resources, including:
SKUlibrary Training Centre - SKUlibrary Training Centre - Learn how to get the most out of SKUlibrary and how it supports your e-commerce journey with self-paced training
SKUlibrary Knowledge Base - Instant access to detailed documentation on all aspects of the SKUlibrary platform
Support Cases
Utilise the Salsify Support team’s expertise to answer questions about the platform.
Consultative Support Session
A SKUlibrary Consultative Support session gives you access to a designated point of contact that will enable you to optimise your performance. Sessions can include:
A deep technical review 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
Training sessions go above and beyond the Onboarding Training in offering a more bespoke insight to processes, training, best practices, and tips that are tailored to your business’s specific use cases of SKUlibrary.
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.
SKUlibrary Support Availability
Standard Support
Premium Support
Availability
9 Hours x 5 Days
Business Hours
Customer’s Local Timezone (Severity 1 - 4)
Salsify’s Business Hours are from 8:30 AM to 5:30 PM AET, during weekdays (Monday through Friday), excluding holidays.
SKUlibrary Support Service Level Agreements (SLAs)
First Reply SLAs:
Severity Level
Standard Support
Support Plus
Urgent
1 Business Hour
30 minutes
High
4 Business Hours
2 Business Hours
Medium
6 Business Hours
3 Business Hours
Low
8 Business Hours
3 Business Hours
Syndication Tickets (Commence Investigation)
< 2 Business Days
Same Day
SKUlibrary Support Issue Severity Levels
Severity
Definition
Urgent
A complete loss of service or a business-critical function is unavailable. No workaround exists.
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.
Medium
A non-critical issue that impacts a subset of users or specific functions. Workaround available.
Low
General inquiries, minor bugs, feature requests, or feedback. No impact on core service functionality.
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