Elite Support
Adobe Experience Cloud Elite Support Services offer best-in-class Service Level Targets (SLTs), proactive support and partnership with a Technical Account Manager and a Named Support Engineer.
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.
1 hour
15 minutes
Customer’s business functions have major service degradation or potential data loss, or a major feature is impacted.
4 hours
30 minutes
Customer’s business functions has minor to no service degradation but there exists a solution/workaround allowing business functions to continue normally.
6 hours
1 hour
General question regarding current product functionality or an enhancement request.
3 days
1 day
Elite Support Features
Online Support Features
Cloud Support Activities - AEM
Launch Advisory
For customers implementing a new Adobe Experience Cloud solution, Launch Advisory is a core set of advisory services and recommendations that are proven to support successful deployments and accelerate time-to-value.
Adobe solution experts help validate requirements, architecture, development process, and launch readiness reviews with best practice-based guidance to customers and implementation partners.
Launch Advisory will align with your project schedule through common milestones (Kickoff, Define, Design, Go-live and Post Launch) to guide, validate, assess and make recommendations. Key Deliverables include:
- Kickoff (including project collaboration plan) deck
- Assessment & recommendations documents
- Engagement summary
Field Service Activities
Field Services are used for quick resolution, focused customer success and accelerated time-to-value. If Launch advisory is active there will be no Field Services in year 1 for any solution product covered by an Adobe Support contract.
As an Elite customer, you are eligible for 4 activities per year from the following two tracks: Technical and/or Strategic.
Technical Track Activities ensure customers are technically sound and maximizing their tool adoption. Specifically, these types of activities include support and recommendations related to platform configurations, integrations and troubleshooting.
Types of technical activities available:
- Health audit
- Platform audit
- Feature set enablement
- Basic integrations and configurations
- Customer solution troubleshooting
- Cloud service support
Strategic Track Activities locate opportunities to ensure value is being realized from a customer’s Adobe solutions. They include support recommendations related to strategy, measurement and maturity to drive value realization across one or more Adobe solutions.
Types of strategic activities available:
- Maturity Roadmap
- Use case development/measurement
- Reporting & analysis
- Best practices enablement
Resources
Regional Scope of Adobe Support, Local Hours of Operation, and Language Support
The Regional scope of Adobe Support is established by aligning the customer’s billing address (via the Sales Order or other Adobe Support purchasing document) to one of the following regions:
1Language support is available only in English and Japanese.
P2, P3, P4 cases are limited to business hours only in Japan.