Adobe Commerce P1 notification hotline

Last update: March 23, 2024

This article provides the P1 notification hotline numbers for Adobe Commerce that can be used when seeking to report a P1 incident and explains what information to provide.

P1 incident definition

As defined in Adobe Commerce Support Services Terms and Conditions: “A P1 incident is a catastrophic production incident within the Service that severely impacts the Customer’s Site, causing the site to cease from operating or accepting orders, or because of which Customer’s Site is completely down or not functioning, or that results in a loss of production data and no workaround exists. P1 Incidents must be reported on Adobe’s toll-free P1 telephone number in order to expedite resolution. Adobe will use continuous efforts, with appropriate escalation to senior management, to provide a resolution for a P1 Incident as soon as is commercially reasonable.”

P1 notification hotline phone policies

  • The P1 notification hotline is available to report P1-level issues. (see the P1 incident definition in the previous section).
  • Submit a support ticket prior to calling the Adobe Commerce P1 notification hotline.
  • Investigation, troubleshooting, and communication will take place exclusively within the support ticket.
  • Add all the additional information you may have pertaining to the issue to the ticket directly, prior to calling.
  • When calling, be sure to have the ticket number.
  • Phone communication for Adobe Commerce will only be provided in English.

P1 hotline phone numbers

Note: If you reach voicemail for any reason, please leave your information: Full Name, Company, Phone #, and Ticket #. The lines are monitored and an Engineer will return your call as soon as possible.

  • US

    • Toll Free: (+1) 800 497 0335 (At first menu, press 6 for Adobe Commerce P1 hotline)

  • EMEA

    • UK: (+44) 800 169 0454 (At first menu, press 6 for Adobe Commerce P1 hotline)
    • Denmark: (+45) 80206017 (At first menu, press 6 for Adobe Commerce P1 hotline)
    • Netherlands: (+31) 020 203 5138 (At first menu, press 6 for Adobe Commerce P1 hotline)
    • Italy: (+39) 0269 682 818 (At first menu, press 6 for Adobe Commerce P1 hotline)
    • Sweden: (+46) 0200 810 330 (At first menu, press 6 for Adobe Commerce P1 hotline)

  • APAC

    • Australia: (+61) 1 800 358 683 (At first menu, press 6 for Adobe Commerce P1 hotline)
    • Singapore: (+65) 1 800 818 5220 (At first menu, press 6 for Adobe Commerce P1 hotline)
    • Philippines (toll): (+63) 1 800 1441 0660 (At first menu, press 6 for Adobe Commerce P1 hotline)
    • New Zealand (toll): (+64) 050 861 4264 (At first menu, press 6 for Adobe Commerce P1 hotline)
    • Taiwan: (+886)0 800 666 381 (At first menu, press 6 for Adobe Commerce P1 hotline)
    • Malaysia (toll): (+60) 1800 220 120 (At first menu, press 6 for Adobe Commerce P1 hotline)
    • India: (+91) 0008 004 402 107 (At first menu, press 6 for Adobe Commerce P1 hotline)
    • Hong Kong: (+852) 30 713 107 (At first menu, press 6 for Adobe Commerce P1 hotline)
    • Japan: (+81) 120 071 300 (At first menu, press 6 for Adobe Commerce P1 hotline)
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