Business Support for Creative Cloud and Adobe Document Cloud
Adobe provides a comprehensive range of technical resources to help support your business included as part of your Adobe enterprise subscription. This is enhanced with the BUSINESS support plan. BUSINESS support includes priority routing for support cases to ensure faster connection to more senior support resources on submitted cases.
BUSINESS customers also benefit from access to our technical support teams for any product query via either the telephone or the support web portal, to help protect your business at the most critical times. BUSINESS customers will be able to leverage their Account Support Lead for support case escalation management to receive regular communications and updates for your most critical of support requests.
Service Level Targets: Initial Response
Customer's production business functions are down or have significant data loss or service degradation and immediate attention is required to restore functionality and usability.
30 minutes
Customers who purchase a Support Plan for applicable Adobe Products and Services receive priority case routing that fast-tracks cases to Adobe's Support Engineers.
Customer's business functions have major service degradation or potential data loss, or a major feature is impacted.
1 hour
Customer's business functions have minor service degradation but there exists a solution/workaround allowing business functions to continue normally.
4 hours
General question regarding current product functionality or an enhancement request.
1 day
Business Support Features
Standard Support Features
Resources
Regional Hours Of Operation And Language Support
Adobe’s local business hours align to the customer’s billing region.
To learn more about Adobe Support Offerings and the right level for you, contact your Named Account Manager (NAM) or Customer Success Manager (CSM).