Business Support for Creative Cloud and Adobe Document Cloud

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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.

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Standard Support Business Support
Paid Support ($)
Assigned Experts
Account Support Lead
Named Support Engineer
Technical Account Manager
Support Services 24x7 Self-Help Support
24x7 Support via Chat / Phone
Web Case Submissions
Priority Case Routing
Accelerated Issue Prioritization
Escalation Management
Proactive Case Monitoring
In-Region Support Access
Service Reviews
Case Reviews
Solution Review
Roadmap Review
Additional Named Support Contacts
Upgrade/Migration Planning
Release Preparation and Planning
Executive Sponsor

Service Level Targets: Initial Response

Priority Standard Support Business Support Enterprise Support Elite Support
PRIORITY 1
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.
24x7/
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.
PRIORITY 2
Customer's business functions have major service degradation or potential data loss, or a major feature is impacted.
24x7/
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 day/
4 hours
PRIORITY 4
General question regarding current product functionality or an enhancement request.
Business day/
1 day

Business Support Features

Account Support Lead

Account Support Lead

An assigned Account Support Lead to monitor case progress and function as your escalation point and internal advocate within Adobe Support.

Priority Case Routing

Priority Case Routing

Receive prioritized routing to ensure faster connection to more senior support resources on submitted cases.

Excalation 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.

Accelerated Issue Prioritization

Accelerated Issue Prioritization

Receive higher prioritization on support case work through facilitated engagement with Engineering.

Standard Support Features

Forums

Community 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.

Self help

Self-Help 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.

Live Chat Support

Chat Support

Authorized Users (Admins) can start a chat session with Adobe Support to get answers and help with case submission

Subject to local hours.

Phone support

Phone Support

Authorized Users (Admins) can call Adobe Support via phone to get answers and help with case submission.

Subject to local hours.

Web Case

Web Case Submission

Authorized Users (Admins) can submit unlimited web cases at any time for support issues for review by our technical support team.

Resources

Resource Description
Enterprise Learn & Support Enterprise Learn & Support is a place where Adobe customers can find self-help tutorials, product documentation, instructor-led training, community and support for select Adobe Creative Cloud and Document products.
Adobe Support Community The Adobe Support Community is the place to ask questions, find answers, learn from experts and share your knowledge.
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 Hours Of Operation And Language Support

Adobe’s local business hours align to the customer’s billing region.

Americas1 Europe, Middle East & Africa Asia Pacific Japan
24x7 9 am – 5 pm 9 am – 5 pm 9 am – 5:30 pm

1Americas Language support available in English only.

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To learn more about Adobe Support Offerings and the right level for you, contact your Named Account Manager (NAM) or Customer Success Manager (CSM).

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