Elite 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 ELITE Support Plan. ELITE customers have access to a Named Support Engineer as well as a Technical Account Manager who work in partnership with you to provide best in class proactive and reactive support while acting as your designated technical contacts within the Adobe Support Team.

With deep experience in your applicable Creative Cloud and Document Cloud solutions, your Support Team works to ensure that no matter how complex your support needs are, the Adobe Support Team will be there side by side with you throughout, to ensure you maximize your investment in applicable Adobe solutions and to help you avoid problems before they happen. You can also take advantage of our detailed and in depth technical product documentation and current release notes.

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Standard Support Elite 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 4/year
Case Reviews 2/month
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

Elite Support Features

Technical Account Manager

Technical Account Manager

A designated Technical Account Manager to oversee and advocate for your Elite support experience and provide proactive services to maximize your business value.

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 Elite Support experience.

Priority Case Routing

Priority Case Routing & Accelerated Issue Prioritization

Receive prioritized routing to ensure faster connection to more senior support resources on submitted cases, as well as higher prioritization on support case work through facilitated engagement with Engineering.

Escalation Management

Proactive Case Monitoring and Escalation Management

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

Case Reviews

Case Reviews

Regularly scheduled reviews of open support requests, ensuring customer alignment on case description, business impact, status, priority and agreement on next steps required to ensure a timely resolution.

Service Reviews

Service Reviews

Comprehensive bi-annual review of Enterprise program services, benefits and support performance. May be combined with other strategic business reviews held with Adobe.

In-Region Support Access

In-Region Support Access

Receive support from members of our Adobe Support Team located within your global region. This may include in country and/or in language support.

Solution Roadmap Review

Solution and Roadmap Review

Proactive review of your solution deployment, configuration, and overall architecture, including integrations. Align your solution and project roadmap to mitigate risk and prepare for the future.

Release Preparation and Planning

Release Preparation and Planning

Benefit from tailored release information based on product configuration and use case(s).

Upgrade/Migration Planning

Upgrade/Migration Planning

Receive personalized guidance and a proactive review for upgrade and migration planning purposes. Benefit from Adobe experts review release and upgrade plan.

Executive Sponsor

Executive Sponsor

Benefit from the partnership of an Executive Sponsor from Adobe's Support Leadership Team.

Additional Named Support Contacts

Additional Named Support Contacts

Additional named support contacts have the benefit of leveraging available channels to interact with our technical support team on behalf of your company.

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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