Enterprise 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 ENTERPRISE support plan. ENTERPRISE customers will benefit from our Named Support Engineer service, where a designated technical contact in the Adobe Support Team with deep experience in your solution will work in partnership with you and your technical teams to ensure timely resolution of all support requests.
Your support team can also help coordinate and arrange delivery of the additional ENTERPRISE benefits ensuring minimal disruption to your business at the most critical times. ENTERPRISE support plan customers 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
Enterprise Support Features
Standard Support Features
Resources
Regional Scope of Adobe Support, Local 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).