Adobe Support Plans Overview

Adobe Support plans go above and beyond reactive problem solving to bring you a new kind of personalized experience that will keep your business steps ahead of any issue. Engaging with our deep technical expertise and innovative support model will improve your technology performance and help you realize the potential of your Adobe solutions.

Comparison of Expert and Ultimate support plans

Expert Support Plan Ultimate Support Plan
Two levels of engagement—Expert & Ultimate—ensure that every customer receives the right level of support,expertise, and guidance needed. With the Expert Support plan, you can access 24x7 expert care for technical troubleshooting and guidance on your critical business issues. Or you can find quick resolutions by tapping into our self-guided resources, exclusive best practices, and an online community of Adobe experts & peers. Included with all Adobe Experience Cloud licenses. With the Ultimate Support plan, you will experience high-touch support with personalized, proactive expert care and guidance. Your Adobe applications will be securely and consistently monitored by a team of experts—who are familiar with your environment and focused on your business objectives and solution health.
Support channels Online, chat, phone, Experience League, forums, self-help videos Personalized online/chat, prioritized phone, Experience League, personalized Ultimate forums
Support team Pooled team of experts Designated Technical Account Manager, Support Services Manager, and pooled team of technical experts
Technical support
  • Standard outage management
  • P1 24x7 issue support
  • P2/P3/P4 business hours support
  • Pooled escalation management
  • Prioritized outage management
  • P1 24x7 issue support
  • P2/P3 24x5 issue support
  • P4 business hours support
  • Designated expert escalation management
Proactive technical + operational support not included icon Not included
  • Roadmap reviews, service delivery planning
  • Maintenance & monitoring
  • Upgrade & migration reviews
  • Release preparation & review
  • Knowledge transfer, solution troubleshooting
  • Event planning (limited, see Event Management add-on)
  • Launch advisory

Support add-ons

Add-ons Expert Support Plan Ultimate Support Plan
Event Management add-on
Provides end-to-end leadership and support required to manage the entire lifecycle of key events		 available icon Available available icon Available
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		 available icon Available available icon Included
Developer Boost add-on
Provides access to field engineering experts that can assist with break-fix work		 available icon Available included icon Included
Priority Queue Bundle add-on
Skip the line to have your tickets worked on first with additional access to Mentor Sessions and Developer Boost		 available icon Available included icon Included

Targeted Initial Response Times for Support

Priority Definition Targeted Response time – Expert Support Targeted Response time – Ultimate Support Customer Commitment
P1 Critical 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 hour 15 minutes Customer 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.
P2 Major 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 hours 30 minutes during Adobe’s regional business hours Adobe 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.
P3 Minimal 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 hours 1 hour during Adobe’s regional business hours Adobe Customer Support will contact Named Support Contacts during Adobe’s business hours only.
P4 No business impact:
General question regarding current product functionality or an enhancement request.		 1 business day 1 business day Adobe 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

Americas Europe, Middle East & Africa Asia Pacific Japan
6 am – 5:30 pm 9 am – 5 pm 9 am – 5 pm 9 am – 5 pm

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.

Priority Definition Targeted Initial Response Time Customer Commitment
P1 Critical 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 Minutes Customer 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.
P2 Major 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 hours Adobe 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.
P3 Minimal 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 hours Adobe Customer Support will contact Named Support Contacts during Adobe’s business hours only.
P4 No business impact:
General question regarding current product functionality or an enhancement request.		 1 business day Adobe Customer Support will contact Named Support Contacts during Adobe’s business hours only.

Launch Advisory Services – Phased Proactive Activities

Kick-Off Project kick-off, align on goals and timelines, project collaboration plan, identifying resources, stakeholders, and setting up project cadence Kick-off deck including project collaboration plan
Define Business requirements, KPIs, use cases – solution specific or multi-solution (if applicable), customer readiness strategy, assessment and recommendations. Setting a solid foundation for a successful new implementation Assessment & Recommendations document
Design Best practices advisory, technical specification and architecture review of the solution design, and multi-solution review if needed. Validate that implementation will work in the best way possible
Go-Live Best practices advisory, validate solution implementation, features, and integrations for "fit for use", and accuracy for launch readiness status. May include performance/load testing, depending on solution
Post Launch Enablement, advice on maturity use cases, engagement summary and hand-off to Support and/or Field Services Engagement Summary

Field Service Activities: Menu

Activity Types Solutions Description
Health Assessment Analytics, Audience Manager, Target, Campaign, Experience Manager, Commerce, Marketo Engage Focused assessment of the implementation health of a specific application
Feature Implementation & Integration Support Analytics, Audience Manager, Target, Campaign, Experience Manager Baseline support for the setup and configuration of a single simple solution implementation or integration
Solution Troubleshooting (Custom) Analytics, Audience Manager, Target, Campaign, Experience Manager, Commerce Technical troubleshooting & issue resolution for a piece of custom code or non-standard configurations, where it is confirmed the issue is not a core product bug or configuration problem
AEM as a Cloud Service Adoption Advisory Experience Manager Guidance and recommendations related to upgrade/migration feasibility, architecture, and modernization
Basic Use Case Development & Support Analytics, Audience Manager, Target, Campaign, Experience Manager, Commerce, Marketo Engage Single use case development and limited execution support for a specific small/basic campaign, test, personalization, or other solution activity
Solution Reporting & Analysis Analytics, Audience Manager, Target Assess new reporting and analysis opportunities and provide basic set-up or configuration of one or more reports and/or dashboards
Maturity Roadmap Analytics, Audience Manager, Target, Campaign, Experience Manager, Commerce, Marketo Engage Development of use case roadmap for continued maturity and growth
Deskside Coaching Analytics, Audience Manager, Target, Campaign, Experience Manager, Commerce Enablement of specific features or best practices for one or more solutions
NOTE

Field Services are not meant to replace Adobe Consulting engagements. Field Services support the customer post-LAS implementation and complement any larger consulting engagement.

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