DocumentationSuccess Plans Resources

Online Support

Last update: Sun Oct 24 2021 00:00:00 GMT+0000 (Coordinated Universal Time)

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Adobe Experience Cloud Online Support Services provide limited access to phone support.

Online Support
Business Support
Enterprise Support
Elite Support
Paid Support ($)
Assigned Experts
Account Support Lead
✔
Named Support Engineer
✔
✔
Technical Account Manager
✔
Support Services
Online Support
Business hours
Business hours
24x5
24x5
24x7x365 P1 Issue Support
✔
✔
✔
✔
Named Support Contacts (per product)
4
6
10
15
Live Telephone Support
✔
✔
✔
Escalation Management
✔
✔
✔
Service Reviews per Year
2
4
Expert Sessions per Year
2
4
Case Reviews
✔
✔
Event Management
✔
Environment Review, Maintenance & Monitoring
✔
Release, Migration, Upgrade & Product Roadmap Review
✔
Cloud Support Activities – Experience Manager as Cloud
✔
✔
Field Services
Launch Advisory Services – First Year of new solution
✔
✔
Field Service Activities
2
4

Service Level Targets: Initial Response service-level-targets

Priority
Online Support
Business Support
Enterprise Support
Elite Support
PRIORITY 1
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.
24x7/
1 hour
24x7/
1 hour
24x7/
30 minutes
24x7/
15 minutes
PRIORITY 2
Customer’s business functions have major service degradation or potential data loss, or a major feature is impacted.
Business hours/
4hours
Business hours/
2 hours
24x5/
1 hour
24x5/
30 minutes
PRIORITY 3
Customer’s business functions have minor service degradation but there exists a solution/workaround allowing business functions to continue normally.
Business hours/
6 hours
Business hours/
4 hours
Business hours/
2 hours
24x5/
1 hour
PRIORITY 4
General question regarding current product functionality or an enhancement request.
Business days/
3 days
Business day/
1 day
Business day/
1 day
Business day/
1 day

Online Support online-support-1

Adobe Customer Support offers access to online resources for documentation, engagement with other experts and customers for best practices, and webinar series (Office Hours) for troubleshooting tips and tricks. Several channels are also available for questions and case submissions.

Forums

Community Forums

Online Forums

Continuous online access to a growing database of technical solutions, product documentation, FAQs and more. Connect with practitioners and other customers on Adobe Community to share best practices and lessons learned.

Office Hours

Office Hours

Webinars

Office Hours led by the Adobe Customer Support team includes sessions designed to inform as well as help participants troubleshoot problems and provide tips and tricks for success with Adobe solutions.

Experience League

Experience League

Self-guided Journeys

Experience Makers are made with Experience League. Customers can kickstart their Customer Experience Management abilities with personalized learning to develop skills, engage with a global community of peers, and earn career advancing recognition.

Self help

Self-help Portals

24/7 Support Portal

On-demand access to the online Self-help Support Portal to submit support requests, review case status, and browse other resources, like our knowledgebase, news and alerts, featured tips, and more.

Live Chat Support

Live Chat Support *

Chat Support

Start a chat session to get answers & help with case submission.

* Not all products have live chat support.

Phone support

24x7x365 P1

Phone Support

Authorized users or Named Support Contacts can submit issues through all available channels (including phone for P1) and interact with our technical support team on behalf of your company.

Resources

Resource
Description
Experience League
Experience League is how Adobe helps businesses achieve the value they expect from their Adobe investment. It’s the unified place where customers can learn, connect, and grow along a personalized path to success that includes self-help tutorials, product documentation, instructor-led training, community and technical support.
Training
Adobe Digital Learning Services courses are accessible from Experience League. Learning courses integrate both on-demand and instructor-led lessons. Here you can accrue skills that have recognized market value and position them to drive success in your organizations.
Production issues & system outages
Status.adobe.com conveys the health information of all Adobe products and services that are deployed in multi-tenant environments. Customers can choose their subscription preferences to get email notifications whenever Adobe creates, updates or resolves a product event. This can include scheduled maintenance or service issues of varying levels of severity.
Terms and Conditions
Terms and conditions detailing Support Services offerings.

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:

Americas
Europe, Middle East & Africa
Asia Pacific
Japan1
6 am – 5:30 pm
9 am – 5 pm
9 am – 5 pm
9 am – 5:30 pm

1Language support is available only in English and Japanese.

Adobe Commerce excludes Japanese language support.

P2, P3, P4 cases are limited to business hours only in Japan.

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