Elite 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 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.
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
Elite Support Features
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
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 & 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.
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
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
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
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 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
Benefit from tailored release information based on product configuration and use case(s).
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
Benefit from the partnership of an Executive Sponsor from Adobe's Support Leadership Team.
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
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 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.
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
Authorized Users (Admins) can call Adobe Support via phone to get answers and help with case submission.
Subject to local hours.
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
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).