Support process for scheduled upgrades in Adobe Experience Manager as a Cloud Service

Last update: July 24, 2026

This article explains how to get Adobe Support during scheduled upgrades of Adobe Experience Manager as a Cloud Service in production environments. It covers the standard support process to use if an issue occurs during or after the upgrade. Review the release guidance, prepare for the maintenance window, and open a support case if the upgrade causes an issue.

Description description

Environment

Adobe Experience Manager as a Cloud Service

Issue/Symptoms

A scheduled upgrade of the production environment is planned.
You need to know how to get Adobe Support if an issue occurs during the upgrade.
You need to understand what support path to use during or after the maintenance window.

Cause

Adobe Support’s standard process does not include scheduled, real-time standby coverage for AEM as a Cloud Service upgrades. Support is provided reactively when issues are reported through a support case.

Resolution resolution

Follow these steps to address support needs during AEM as a Cloud Service upgrades:

Review and follow the upgrade prerequisites and best practices for AEM as a Cloud Service before the maintenance window.
Refer to the official upgrade documentation: AEM as a Cloud Service Release and Maintenance.
If a product issue or unexpected error occurs during or after the upgrade, open a support case through the standard Adobe Support channel.
Set the appropriate priority based on the impact and provide detailed information about the issue.
After the upgrade, monitor the environment for issues and report them promptly through the support portal.

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