Support add-ons

Add-onsExpert Success PlanUltimate Success Plan
Event Management add-on
Provides end-to-end leadership and support required to manage the entire lifecycle of key events
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Technical Account Director add-on
Your lead technical resource who provides leadership oversight, owns executive engagement, and ensures governance to maximize your business outcomes
not available icon Not available available icon Available
Advanced Cloud Support add-on
Top-tier care and value assurance to customers of Adobe Experience Manager as a Cloud Service
available icon Available available icon Available
Mentor Sessions add-on
Provides skill-based learning in a just-in-time training method
not available icon Not available available icon Included
Developer Boost add-on
Provides access to field engineering experts that can assist with break-fix work
not available icon Not available included icon Included
Priority Queue Bundle add-on
Provides faster response times, a single point of contact for Support activities, and access to Success Accelerators.
available icon Available included icon Included

Targeted Initial Response Times for Support

PriorityDefinitionTargeted Response time – Expert SupportTargeted Response time – Ultimate SupportCustomer Commitment
P1Critical Business Impact:
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.
1 hour15 minutesCustomer commits to continuous, 24x7 engagement with Adobe Customer Support until mitigation. If Adobe Customer Support is unable to obtain critical information for managing the support response from Named Support Contacts, Adobe may decrease a P1 Service Request to a lower priority level.
P2Major Business Impact:
Customer’s business functions have major service degradation or potential data loss, or a major feature is impacted.
2 hours during Adobe’s normal business hours30 minutes during Adobe’s regional business hoursAdobe support will contact Named Support Contacts during Adobe’s business hours only. If Adobe Customer Support is unable to obtain critical information for managing a support response from Named Support Contacts, Adobe may decrease a P2 Service Request to a lower priority level.
P3Minimal Business Impact:
Customer’s business functions have minor service degradation but there exists a solution/workaround allowing business functions to continue normally.
4 hours during Adobe’s normal business hours1 hour during Adobe’s regional business hoursAdobe Customer Support will contact Named Support Contacts during Adobe’s business hours only.
P4No business impact:
General question regarding current product functionality or an enhancement request.
1 business day1 business dayAdobe Customer Support will contact Named Support Contacts during Adobe’s business hours only.

Ultimate Support: Named Support Contacts

Under Ultimate Support, Customer shall be entitled to an expanded capacity of up to fifteen (15) Named Support Contacts per AEC Product (increased from four (4) per AEC Products for Expert Support).

Named Support Contacts can submit issues through all available channels and interact as needed with Adobe’s technical support team on behalf Customer. One (1) such Named Support Contact can also be designated as Customer’s account administrator, allowing self-service updates to the list of Named Support Contacts, as well as limited permission settings, via the Adobe-provided support portal.

Adobe Digital Learning Services

Enhance Ultimate Support with a Learning Subscription

Build an Adobe skilled workforce with personalized learning journeys for individuals and teams

Maximize performance & Investment through rapid skill development and continuous product and solution knowledge

Realize business goals with an end-to-end learning strategy that enables you to drive digital maturity from adoption to optimization

Support Services – Regions, Hours, and Languages

Live Telephone and Online Technical Support
  • Priority 1 incidents: 24x7x365 via phone or online support case
  • Priority 2-4 incidents: Support available during regional business hours via chat or online support case.
Regional Business Hours
  • Applicable regional business hours are based on the billing address in the Sales Order or purchasing documents.
  • If Adobe is contacted for support by someone other than the designated Named Support Contacts, Adobe may request that that the support case be resubmitted by a Named Support Contact.
Languages
  • Japanese language support is available during Japanese regional business hours, excluding holidays or Adobe days off. Japanese support is not available for Adobe Commerce.
  • With the above exception, all Support will only be provided in English.
Support Access
  • Customer will grant Adobe Support access to applicable customer systems via remote support tools controlled by Adobe for the purpose of troubleshooting and support services.

Regional Business Hours for Support

AmericasEurope, Middle East & AfricaAsia PacificJapan
6 am – 5:30 pm9 am – 5 pm9 am – 5 pm9 am – 5 pm

Support Case Lifecycle - Coming soon

This documentation outlines improvements to the Adobe DX Support case lifecycle with the intention of increasing communication and providing resolutions for customers as quickly as possible to help ensure customer success. Below are the timelines and notifications for various scenarios encountered during the support process:

Case Follow Up Reminders

NotificationCase StatusNotification TimingDays to Case Closure Status
1stPending Response Or Resolution Provided24 hours / 1 day5 days
2ndPending Reponse Or Resolution Provided72 hours / 3 days3 days
3rdPending Response Or Resolution Provided120 hours / 5 days1 day
4thPending Response Or Resolution Provided changed to “Auto Closed”144 hours / 6 daysclosed

Scenarios in detail

Additional information is required from a customer

In this scenario, when additional information is needed from a customer, the following steps are taken:

  • The engineer sends an update requesting information and the case status is set to “Pending Response”.
  • On the 1st, 3rd & 5th day following the status being set to “Pending response”, follow up notifications are sent to the customer requesting the additional information.
  • If there is no response from the customer for 6 days after the status was set to “Pending Response”, the case is set to closed, and a closure notification is sent.

Customers can reopen a closed case within 14 days to continue communication. Beyond 14 days, a new support case can be opened to continue communication related to a previously closed case.

Engineer provides a solution

In this scenario, when an engineer offers a solution, the following steps are taken:

  • The engineer sends an update with a proposed solution and the case status is set to “Resolution Provided”.
  • On the 1st, 3rd & 5th day following the status being set to “Resolution Provided”, follow up notifications are sent to the customer requesting confirmation of the solution provided.
  • If there is no response from the customer for 6 days after the status was set to “Resolution Provided”, the case is set to closed, and a closure notification is sent.

Customers can reopen a closed case within 14 days to continue communication. Beyond 14 days, a new support case can be opened to continue communication related to a previously closed case.

Additional Terms Applicable to Adobe Commerce on Managed Services (Formerly Magento Commerce Pro: Managed Services)

Standard Support for Adobe Commerce: Managed Services products licensed or renewed by Customer with a License Term Start Date on or after September 20, 2021 will be subject to the Targeted Response Times specified in the table below, which will supersede the Targeted Response Times for Support as indicated in the table above. Except as specified in the table below, all other remaining Support terms for Adobe Commerce: Managed Services remain unchanged. For clarity, the Targeted Response Times below will only apply to Services Requests related to Adobe Commerce: Managed Services, and not any other AEC Products.

PriorityDefinitionTargeted Initial Response TimeCustomer Commitment
P1Critical Business Impact:
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 MinutesCustomer commits to continuous, 24x7 engagement with Adobe Customer Support until mitigation. If Adobe Customer Support is unable to obtain critical information for managing the support response from Named Support Contacts, Adobe may decrease a P1 Service Request to a lower priority level.
P2Major Business Impact:
Customer’s business functions have major service degradation or potential data loss, or a major feature is impacted.
1 hour during Adobe’s normal business hoursAdobe support will contact Named Support Contacts during Adobe’s business hours only. If Adobe Customer Support is unable to obtain critical information for managing a support response from Named Support Contacts, Adobe may decrease a P2 Service Request to a lower priority level.
P3Minimal Business Impact:
Customer’s business functions have minor service degradation but there exists a solution/workaround allowing business functions to continue normally.
2 hours during Adobe’s normal business hoursAdobe Customer Support will contact Named Support Contacts during Adobe’s business hours only.
P4No business impact:
General question regarding current product functionality or an enhancement request.
1 business dayAdobe Customer Support will contact Named Support Contacts during Adobe’s business hours only.