Adobe Success Plans Overview

Last update: September 11, 2024

Topics:
Success Plans

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

	Expert Success Plan	Ultimate Success Plan
	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.	With the Ultimate Success plan, you will experience strategic guidance and proactive technical health to deliver high-performing digital experiences. Your Adobe environment will be supported by a team of experts who are familiar with your business and focused on executing a roadmap aligned with your objectives and priorities for business impact.
Success team	Pooled team of support engineers	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
Proactive technical + operational support	Not included	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)
Technical support	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	Not included	Success Accelerators scheduled on a regular basis by the TAM & CSM (see Success Accelerator Catalog for more information)
Support channels	Online, phone, Experience League, forums	Personalized online portal, prioritized phone, Experience League, forums

Support add-ons

Add-ons	Expert Success Plan	Ultimate Success Plan
Event Management add-on Provides end-to-end leadership and support required to manage the entire lifecycle of key events	Available	Available
Technical Account Director add-on Your lead technical resource who provides leadership oversight, owns executive engagement, and ensures governance to maximize your business outcomes	Not available	Available
Advanced Cloud Support add-on Top-tier care and value assurance to customers of Adobe Experience Manager as a Cloud Service	Available	Available
Mentor Sessions add-on Provides skill-based learning in a just-in-time training method	Not available	Included
Developer Boost add-on Provides access to field engineering experts that can assist with break-fix work	Not available	Included
Priority Queue Bundle add-on Provides faster response times, a single point of contact for Support activities, and access to Success Accelerators.	Available	Included

Targeted Initial Response Times for Support

Priority

Definition

Targeted Response time – Expert Support

Targeted Response time – Ultimate Support

Customer Commitment

P1

Critical Business Impact:
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 commits to continuous, 24x7 engagement with Adobe Customer Support until mitigation. If Adobe Customer Support is unable to obtain critical information for managing the support response from Named Support Contacts, Adobe may decrease a P1 Service Request to a lower priority level.

P2

Major Business Impact:
Customer’s business functions have major service degradation or potential data loss, or a major feature is impacted.

2 hours during Adobe’s normal business hours

30 minutes during Adobe’s regional business hours

Adobe support will contact Named Support Contacts during Adobe’s business hours only. If Adobe Customer Support is unable to obtain critical information for managing a support response from Named Support Contacts, Adobe may decrease a P2 Service Request to a lower priority level.

P3

Minimal Business Impact:
Customer’s business functions have minor service degradation but there exists a solution/workaround allowing business functions to continue normally.

4 hours during Adobe’s normal business hours

1 hour during Adobe’s regional business hours

Adobe Customer Support will contact Named Support Contacts during Adobe’s business hours only.

P4

No business impact:
General question regarding current product functionality or an enhancement request.

1 business day

Adobe Customer Support will contact Named Support Contacts during Adobe’s business hours only.

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

Live Telephone and Online Technical Support

Priority 1 incidents: 24x7x365 via phone or online support case
Priority 2-4 incidents: Support available during regional business hours via chat or online support case.

Regional Business Hours

Applicable regional business hours are based on the billing address in the Sales Order or purchasing documents.
If Adobe is contacted for support by someone other than the designated Named Support Contacts, Adobe may request that that the support case be resubmitted by a Named Support Contact.

Languages

Japanese language support is available during Japanese regional business hours, excluding holidays or Adobe days off. Japanese support is not available for Adobe Commerce.
With the above exception, all Support will only be provided in English.

Support Access

Customer will grant Adobe Support access to applicable customer systems via remote support tools controlled by Adobe for the purpose of troubleshooting and support services.

Regional Business Hours for Support

Americas

Europe, Middle East & Africa

Asia Pacific

Japan

6 am – 5:30 pm

9 am – 5 pm

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

Notification

Case Status

Notification Timing

Days to Case Closure Status

1st

Pending Response Or Resolution Provided

24 hours / 1 day

5 days

2nd

Pending Reponse Or Resolution Provided

72 hours / 3 days

3 days

3rd

Pending Response Or Resolution Provided

120 hours / 5 days

1 day

4th

Pending Response Or Resolution Provided changed to “Auto Closed”

144 hours / 6 days

closed

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.

Priority

Definition

Targeted Initial Response Time

Customer Commitment

P1

Critical Business Impact:
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.

30 Minutes

Customer commits to continuous, 24x7 engagement with Adobe Customer Support until mitigation. If Adobe Customer Support is unable to obtain critical information for managing the support response from Named Support Contacts, Adobe may decrease a P1 Service Request to a lower priority level.

P2

Major Business Impact:
Customer’s business functions have major service degradation or potential data loss, or a major feature is impacted.

1 hour during Adobe’s normal business hours

Adobe support will contact Named Support Contacts during Adobe’s business hours only. If Adobe Customer Support is unable to obtain critical information for managing a support response from Named Support Contacts, Adobe may decrease a P2 Service Request to a lower priority level.

P3

Minimal Business Impact:
Customer’s business functions have minor service degradation but there exists a solution/workaround allowing business functions to continue normally.

2 hours during Adobe’s normal business hours

Adobe Customer Support will contact Named Support Contacts during Adobe’s business hours only.

P4

No business impact:
General question regarding current product functionality or an enhancement request.

1 business day

Adobe Customer Support will contact Named Support Contacts during Adobe’s business hours only.

Launch Advisory Services – Phased Proactive Activities

Kick-Off

Project kick-off, align on goals and timelines, project collaboration plan, identifying resources, stakeholders, and setting up project cadence

Kick-off deck including project collaboration plan

Define

Business requirements, KPIs, use cases – solution specific or multi-solution (if applicable), customer readiness strategy, assessment and recommendations. Setting a solid foundation for a successful new implementation

Assessment & Recommendations document

Design

Best practices advisory, technical specification and architecture review of the solution design, and multi-solution review if needed. Validate that implementation will work in the best way possible

Go-Live

Best practices advisory, validate solution implementation, features, and integrations for "fit for use", and accuracy for launch readiness status. May include performance/load testing, depending on solution

Post Launch

Enablement, advice on maturity use cases, engagement summary and hand-off to Support and/or Field Services

Engagement Summary

Activity Types

Solutions

Description

Health Assessment

Analytics, Audience Manager, Target, Campaign, Experience Manager, Commerce, Marketo Engage

Focused assessment of the implementation health of a specific application

Feature Implementation & Integration Support

Analytics, Audience Manager, Target, Campaign, Experience Manager

Baseline support for the setup and configuration of a single simple solution implementation or integration

Solution Troubleshooting (Custom)

Analytics, Audience Manager, Target, Campaign, Experience Manager, Commerce

Technical troubleshooting & issue resolution for a piece of custom code or non-standard configurations, where it is confirmed the issue is not a core product bug or configuration problem

AEM as a Cloud Service Adoption Advisory

Experience Manager

Guidance and recommendations related to upgrade/migration feasibility, architecture, and modernization

Basic Use Case Development & Support

Analytics, Audience Manager, Target, Campaign, Experience Manager, Commerce, Marketo Engage

Single use case development and limited execution support for a specific small/basic campaign, test, personalization, or other solution activity

Solution Reporting & Analysis

Analytics, Audience Manager, Target

Assess new reporting and analysis opportunities and provide basic set-up or configuration of one or more reports and/or dashboards

Maturity Roadmap

Analytics, Audience Manager, Target, Campaign, Experience Manager, Commerce, Marketo Engage

Development of use case roadmap for continued maturity and growth

Deskside Coaching

Analytics, Audience Manager, Target, Campaign, Experience Manager, Commerce

Enablement of specific features or best practices for one or more solutions

NOTE

Field Services are not meant to replace Adobe Consulting engagements. Field Services support the customer post-LAS implementation and complement any larger consulting engagement.

recommendation-more-help

Adobe Success Plans Overview

Comparison of Expert and Ultimate success plans

Support add-ons

Targeted Initial Response Times for Support

Ultimate Support: Named Support Contacts

Adobe Digital Learning Services

Support Services – Regions, Hours, and Languages

Regional Business Hours for Support

Support Case Lifecycle - Coming soon

Additional Terms Applicable to Adobe Commerce on Managed Services (Formerly Magento Commerce Pro: Managed Services)

Launch Advisory Services – Phased Proactive Activities

Field Service Activities: Menu