Enterprise Support

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Adobe Experience Cloud Enterprise Support Services offer enhanced support Service Level Targets (SLTs), benefits of technical expertise and an advocate in the form of a Named Support Engineer.

Online Support Enterprise Support
Paid Support ($)
Assigned Experts
Account Support Lead
Named Support Engineer
Technical Account Manager
Support Services Online Support Business hours 24x5
24x7x365 P1 Issue Support
Named Support Contacts (per product) 4 10
Live Telephone Support
Escalation Management
Service Reviews per Year 2
Expert Sessions per Year 2
Case Reviews
Event Management
Environment Review, Maintenance & Monitoring
Release, Migration, Upgrade & Product Roadmap Review
Cloud Support Activities – Experience Manager as Cloud
Field Services Launch Advisory Services – First Year of new solution
Field Service Activities

Service Level Targets: Initial Response

Priority Online Support Enterprise Support
PRIORITY 1
Customer’s production business functions are down or has significant data loss or service degradation and immediate attention is required to restore functionality and usability.
24x7/
1 hour
24x7/
30 minutes
PRIORITY 2
Customer’s business functions have major service degradation or potential data loss, or a major feature is impacted.
Business hours/
4 hours
24x5/
1 hour
PRIORITY 3
Customer’s business functions have minor service degradation but there exists a solution/workaround allowing business functions to continue normally.
Business hours/
6 hours
Business hours/
2 hours
PRIORITY 4
General question regarding current product functionality or an enhancement request.
Business days/
3 days
Business day/
1 day

Enterprise Support Features

Case Reviews

Case Reviews

Regular scheduled review of open support requests, ensuring customer alignment on case description, business impact, status, priority and agreement on next steps required to ensure an expedient resolution.

Named Support Engineer

Named Support Engineer

A designated support engineer who becomes familiar with your solution environment and business goals. The NSE is an experienced support engineer that helps coordinate your Enterprise Support experience.

Expert Sessions

Expert Sessions

A 60-minute session focusing on a specific product feature and how it can be utilized to solve common business problems.

Escalation Management

Escalation Management

A designated point of contact within Adobe who can provide escalation assistance, regular updates and ensure priority is given to your most critical open support requests.

Service Reviews

Service Reviews

A bi-annual comprehensive review of Adobe Enterprise program services, benefits and support metrics.

Cloud Support Activities - AEM

Governance for AEM as a Cloud Service

Technical & operational governance to assist AEM as a Cloud Service Customers in adhering to industry standards and best practices for AEM as a Cloud Service.

Value-added Services for AEM as a Cloud Service

Identify, review and provide recommendations on customized solution adoption areas that have opportunities for optimization.

Customization Best Practices for AEM as a Cloud Service

Drive adoption of customization best practices and core components in AEM as a Cloud Service.

Online Support Features

Forums

Community Forums

Online Forums

Continuous online access to a growing database of technical solutions, product documentation, FAQs and more. Connect with practitioners and other customers on Adobe Community to share best practices and lessons learned.

Phone support

24x7x365 P1

Phone Support

Authorized users or Named Support Contacts can submit issues through all available channels (including phone for P1) and interact with our technical support team on behalf of your company.

Experience League

Experience League

Self-guided Journeys

Experience Makers are made with Experience League. Customers can kickstart their Customer Experience Management abilities with personalized learning to develop skills, engage with a global community of peers, and earn career advancing recognition.

Office Hours

Office Hours

Webinars

Office Hours is an initiative led by the Adobe Customer Support team. These sessions are designed to inform as well as help participants troubleshoot problems and provide tips and tricks to be successful with Adobe Experience Cloud.

Live Chat Support

Live Chat Support *

Chat Support

Start a chat session to get answers & help with case submission.

* Not all products have live chat support.

Self help

Self-help Portals

24/7 Support Portal

On-demand access to the online Self-help Support Portal to submit support requests, review case status, and browse other resources, like our knowledgebase, news and alerts, featured tips, and more.

Launch Advisory

For customers implementing a new Adobe Experience Cloud solution, Launch Advisory is a core set of advisory services and recommendations that are proven to support successful deployments and accelerate time-to-value.

Adobe solution experts help validate requirements, architecture, development process, and launch readiness reviews with best practice-based guidance to customers and implementation partners.

Launch Advisory will align with your project schedule through common milestones (Kickoff, Define, Design, Go-live and Post Launch) to guide, validate, assess and make recommendations. Key Deliverables include:

  • Kickoff (including project collaboration plan) deck
  • Assessment & recommendations documents
  • Engagement summary

Field Service Activities

Field Services are used for quick resolution, focused customer success and accelerated time-to-value. If Launch advisory is active there will be no Field Services in year 1 for any solution product covered by an Adobe Support contract.

As an Enterprise customer, you are eligible for 2 activities per year from the following two tracks: Technical and/or Strategic.

Technical Track Activities ensure customers are technically sound and maximizing their tool adoption. Specifically, these types of activities include support and recommendations related to platform configurations, integrations and troubleshooting.

Types of technical activities available:

  • Health audit
  • Platform audit
  • Feature set enablement
  • Basic integrations and configurations
  • Customer solution troubleshooting
  • Cloud service support

Strategic Track Activities locate opportunities to ensure value is being realized from a customer’s Adobe solutions. They include support recommendations related to strategy, measurement and maturity to drive value realization across one or more Adobe solutions.

Types of strategic activities available:

  • Maturity Roadmap
  • Use case development/measurement
  • Reporting & analysis
  • Best practices enablement

Resources

Resource Description
Experience League Experience League is how Adobe helps businesses achieve the value they expect from their Adobe investment. It’s the unified place where customers can learn, connect, and grow along a personalized path to success that includes self-help tutorials, product documentation, instructor-led training, community and technical support.
Training Adobe Digital Learning Services courses are accessible from Experience League. Learning courses integrate both on-demand and instructor-led lessons. Here you can accrue skills that have recognized market value and position them to drive success in your organizations.
Production Issues & System Outages Status.adobe.com conveys the health information of all Adobe products and services that are deployed in multi-tenant environments. Customers can choose their subscription preferences to get email notifications whenever Adobe creates, updates or resolves a product event. This can include scheduled maintenance or service issues of varying levels of severity.
Terms and Conditions Terms and conditions detailing Support Services offerings.

Regional Scope of Adobe Support, Local Hours of Operation, and Language Support

The Regional scope of Adobe Support is established by aligning the customer’s billing address (via the Sales Order or other Adobe Support purchasing document) to one of the following regions:

Americas Europe, Middle East & Africa Asia Pacific Japan1
6 am – 5:30 pm 9 am – 5 pm 9 am – 5 pm 9 am – 5:30 pm

1Language support is available only in English and Japanese.

P2, P3, P4 cases are limited to business hours only in Japan.

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