Adobe Success Plans Overview
Adobe Success 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. Your Adobe team employs deep technical expertise, diverse capabilities, and an advanced methodology to give you the right level of support, expertise, and technical and strategic guidance you need.
Comparison of Expert and Ultimate success plans
With the Expert Success 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.
Includes:
- Designated Technical Account Manager
- Designated Customer Success Manager
- Designated Support Services Manager
- Pooled team of technical engineers and strategic experts delivering Success Accelerators
- Pooled team of support engineers
Includes:
- Upgrade & migration reviews, release preparation
- Product roadmap reviews
- Aligned technical and strategic roadmaps
- Key event preparation and planning
- Planning for relevant and timely enablement
- Technical best practices and industry guidance
- Advocating/aligning with product teams
- Unified plan to achieving key business objectives - Mutual Action Plan (MAP)
Includes:
- P1: 24x7 issue support
- P2, P3, P4: business hours support
- Standard outage management
- Pooled escalation management
Includes:
- P1: 24x7 issue support
- P2/P3: 24x5 issue support
- P4: business hours support
- Prioritized outage management
- Designated expert escalation management
Success Accelerators scheduled on a regular basis by the TAM & CSM
(see Success Accelerator Catalog for more information)
Support add-ons
Provides end-to-end leadership and support required to manage the entire lifecycle of key events
Your lead technical resource who provides leadership oversight, owns executive engagement, and ensures governance to maximize your business outcomes
Top-tier care and value assurance to customers of Adobe Experience Manager as a Cloud Service
Provides skill-based learning in a just-in-time training method
Provides access to field engineering experts that can assist with break-fix work
Provides faster response times, a single point of contact for Support activities, and access to Success Accelerators.
Targeted Initial Response Times for Support
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.
Customer’s business functions have major service degradation or potential data loss, or a major feature is impacted.
Customer’s business functions have minor service degradation but there exists a solution/workaround allowing business functions to continue normally.
General question regarding current product functionality or an enhancement request.
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
Regional Business Hours for Support
Support Case Lifecycle - Coming soon
This documentation outlines improvements to the Adobe DX Support case lifecycle with the intention of increasing communication and providing resolutions for customers as quickly as possible to help ensure customer success. Below are the timelines and notifications for various scenarios encountered during the support process:
Case Follow Up Reminders
Scenarios in detail
Additional information is required from a customer
In this scenario, when additional information is needed from a customer, the following steps are taken:
- The engineer sends an update requesting information and the case status is set to “Pending Response”.
- On the 1st, 3rd & 5th day following the status being set to “Pending response”, follow up notifications are sent to the customer requesting the additional information.
- If there is no response from the customer for 6 days after the status was set to “Pending Response”, the case is set to closed, and a closure notification is sent.
Customers can reopen a closed case within 14 days to continue communication. Beyond 14 days, a new support case can be opened to continue communication related to a previously closed case.
Engineer provides a solution
In this scenario, when an engineer offers a solution, the following steps are taken:
- The engineer sends an update with a proposed solution and the case status is set to “Resolution Provided”.
- On the 1st, 3rd & 5th day following the status being set to “Resolution Provided”, follow up notifications are sent to the customer requesting confirmation of the solution provided.
- If there is no response from the customer for 6 days after the status was set to “Resolution Provided”, the case is set to closed, and a closure notification is sent.
Customers can reopen a closed case within 14 days to continue communication. Beyond 14 days, a new support case can be opened to continue communication related to a previously closed case.
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.
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.
Customer’s business functions have major service degradation or potential data loss, or a major feature is impacted.
Customer’s business functions have minor service degradation but there exists a solution/workaround allowing business functions to continue normally.
General question regarding current product functionality or an enhancement request.