This article explains the types of partners in Sales Layer, what each role covers, and how support works for partner-led projects.

Partners definition

Solution Partner

A Solution Partner is a certified Sales Layer partner who:

• Belongs to the official Sales Layer partner network (collaboration agreement with Sales Layer).

• Has a separate contract with the client defining the services agreed between the partner and the client.

In the Solution Partner model, the partner is responsible for:

• Customer management and relationship.

• User training.

• Delivering agreed services such as consulting, integrations, and PIM setup.

• Managing upgrades the customer may need as the project evolves.

Sales Layer will:

• Provide platform support following the rules described in Support and limitations.

• Assign a Customer Success Manager (CSM) to the partner to coordinate periodic check-ins, share relevant account information, and manage account upgrades.

In this model, the CSM does not work directly with the end customer. The partner acts as the intermediary for communication between the customer and Sales Layer, including support and account-related matters.

Technology Partner

A Technology Partner is a company that has signed a contract with a Sales Layer customer to deliver a service that is limited to their own integration or solution.

In this model:

• Sales Layer remains responsible for customer management, user training, and account-related matters.

• The partner provides support only for the services or integration they deliver.

• Technology Partners can optionally enroll in Sales Layer’s free partner certification program to gain broader platform knowledge.

Partner training and onboarding support

As a Sales Layer Solution Partner, you go through a certification process where you:

• Learn how to operate Sales Layer products.

• Complete an exam to obtain your certification badge.

With your first client, Sales Layer can accompany you during the kick-off and provide additional support to help you start the project.

Two Sales Layer teams typically collaborate with partners:

1) Customer Success

Customer Success helps partners stay aligned with platform evolution and account management.

They typically:

• Share new feature updates (also published in the Support Center Updates section).

• Schedule periodic meetings, usually quarterly, to review assigned accounts, present new features, and share roadmap information.

• Help assess customer health by sharing relevant account information and anticipating risks.

• Run periodic customer quality surveys and share results with the partner.

2) Customer Support

Customer Support has greater availability to handle questions and incidents. Their first and second level support focuses on:

• Ensuring you can access the right documentation to use the platform effectively.

• Diagnosing issues and prioritizing incidents by criticality.

• Confirming when incidents are resolved and released.

Support definitions

• Business hours: Regional hours of operation excluding national holidays: 08:00 AM to 06:00 PM CET.

• Incidents: Critical, Major, or Minor (see classification below).

• Support Center: The online documentation portal, regularly updated with platform information.

• Response time: Time from submitting a support ticket until the first non-automatic response.

• Support services: Support provided via the ticketing system according to the contracted plan, including annual support hours.

Each partner has support hours available according to the characteristics of their clients. Hours are deducted in the most favorable way following these rules:

• Opening a conversation deducts a minimum of 15 minutes.

• Sales Layer will always try to guide you to the appropriate documentation when possible, to support autonomy in a SaaS model.

• Incidents are not counted as support hours, so they are not deducted from the contracted hours.

Incident classification

Critical

• Data loss with no possible recovery through available backups.

• The client cannot access the PIM and it affects all users.

• High risk of incorrect data reaching e-commerce with significant operational impact and no workaround.

Major

• Core platform functions are affected or disabled.

• Platform use is severely degraded.

Minor

• Core functionality does not behave as expected.

• No major impact on overall usability.

Support evaluates the risk and prioritizes incidents based on impact and severity.

Support: format and response times

Support is provided through the integrated ticketing system available in the PIM platform. Tickets may be opened from:

• The partner account, or

• In some cases, the customer’s account.

First response times apply during business hours, excluding national holidays:

• Enterprise accounts: First non-automatic response within 2 hours (average typically under 5 minutes during business hours).

• Premium accounts: First non-automatic response within 12 hours (average typically under 4 hours during business hours).

Recommended approach when submitting a ticket

1. Check the Support Center first for relevant documentation.

2. If you cannot find what you need, submit a Support Ticket through the PIM platform so the team can investigate and support you.

How Sales Layer handles partner tickets

• Responses are provided during business hours.

• During an open ticket conversation, response time can vary depending on the support queue and the investigation needed.

For each inquiry, Sales Layer support typically:

• Guides you to documentation if the answer already exists.

• Performs diagnostic work when you provide enough information to replicate the behavior (account affected, steps taken, and expected result).

• Confirms whether the platform behavior is expected.

• If the issue is classified as an incident, informs you and prioritizes it by criticality.

• Follows up and confirms resolution when the fix is released.

Out of support scope (partner requests)

Sales Layer support does not fully cover:

• Review of custom-built formulas (support can validate whether the logic works).

• Third-party service integration behavior (support covers verifying correct export through the connector).

• Issues caused by performance degradation due to the customer’s internet or provider environment.

• Use cases and custom modifications outside standard PIM operation documentation.

Integrations support

Sales Layer support is limited to the PIM platform. For third-party services and integrations, support is limited to:

• Support Center documentation, and

• Verifying that data is exported correctly through the connector.

Sales Layer may support partners with integrations when all of the following apply:

• The partner is certified through the Sales Layer certification program.

• The partner has sufficient technical knowledge to interpret and modify advanced API setups or plugin code.

• The partner has direct access to the customer’s production account.

• Response times may vary if escalation to the internal technical team is required.

Recommended practice for e-commerce integrations

• Work with staging environments that match production as closely as possible. This helps avoid duplicating technical support and supports reliable testing during incidents.

• Unless otherwise agreed in specific cases, support is provided to the partner without involving the end customer. This helps avoid the customer bypassing the partner and going directly to Sales Layer for support later.

Best practices

• Keep responsibilities clear with the customer: what the partner delivers versus what Sales Layer support covers.

• When opening support tickets, include complete replication details (account, steps, expected result, screenshots, or sample data).

• Use staging environments for integration testing and mirror production configuration wherever possible.