Elite Support for Creative Cloud and Adobe Document Cloud
Adobe provides a comprehensive range of technical resources to help support your business included as part of your Adobe enterprise subscription. This is enhanced with the ELITE Support Plan. ELITE customers have access to a Named Support Engineer as well as a Technical Account Manager who work in partnership with you to provide best in class proactive and reactive support while acting as your designated technical contacts within the Adobe Support Team.
With deep experience in your applicable Creative Cloud and Document Cloud solutions, your Support Team works to ensure that no matter how complex your support needs are, the Adobe Support Team will be there side by side with you throughout, to ensure you maximize your investment in applicable Adobe solutions and to help you avoid problems before they happen. You can also take advantage of our detailed and in depth technical product documentation and current release notes.
Service Level Targets: Initial Response
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
Customers who purchase a Support Plan for applicable Adobe Products and Services receive priority case routing that fast-tracks cases to Adobe's Support Engineers.
Customer's business functions have major service degradation or potential data loss, or a major feature is impacted.
1 hour
Customer's business functions have minor service degradation but there exists a solution/workaround allowing business functions to continue normally.
4 hours
General question regarding current product functionality or an enhancement request.
1 day
Elite Support Features
Standard Support Features
Resources
Regional Hours Of Operation And Language Support
Adobe’s local business hours align to the customer’s billing region.
To learn more about Adobe Support Offerings and the right level for you, contact your Named Account Manager (NAM) or Customer Success Manager (CSM).