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 |
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| Proactive technical + operational support |  Not included |
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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 |
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 |
Available |
| Advanced Cloud Support add-on Top-tier care and value assurance to customers of Adobe Experience Manager as a Cloud Service |
Available |
Available |
| Mentor Sessions add-on Provides skill-based learning in a just-in-time training method |
Available |
 Included |
| Developer Boost add-on Provides access to field engineering experts that can assist with break-fix work |
Available |
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 |
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
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Live Telephone and Online Technical Support |
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Regional Business Hours |
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Languages |
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Support Access |
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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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