Standard 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. Standard support includes 24x7 access to our self help support resources including articles on HelpX and engagement with other customers on Adobe Community.

You can take advantage of our detailed and in depth technical product documentation and current release notes published on Our standard support also includes 24x7 access for Authorized Users (Admins) to our technical support teams via chat or telephone as well as the ability to log requests for assistance via our support web portal.

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Standard Support
Business Support
Enterprise Support
Elite Support
Paid Support Levels ($)
Assigned Experts
Account Support Lead
Named Support Engineer
Technical Account Manager
Support Services
24x7 Self-Help Support
24x7 Support via Chat / Phone
Web Case Submissions
Priority Case Routing
Accelerated Issue Prioritization
Escalation Management
Proactive Case Monitoring
In-Region Support Access
Service Reviews
Case Reviews
Solution Review
Roadmap Review
Additional Named Support Contacts
Upgrade/Migration Planning
Release Preparation and Planning
Executive Sponsor

Service Level Targets: Initial Response service-level-targets

Standard Support
Business Support
Enterprise Support
Elite 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.
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.
Business day/
4 hours
General question regarding current product functionality or an enhancement request.
Business day/
1 day

Standard Support standard-support-options

Adobe Customer Support offers access to resources for documentation and engagement with other experts and customers for best practices. Several channels are also available for questions and case submissions


Community Forums

Continuous online access to a growing database of technical solutions, product documentation, FAQs and more. Connect with practitioners and other customers on Adobe Community to share best practices and lessons learned.

Self help

Self-Help Portal

On-demand access to the online Self-help Support Portal to submit support requests, review case status, and browse other resources, like our knowledgebase, news and alerts, featured tips, and more.

Live Chat Support

Chat Support

Authorized Users (Admins) can start a chat session with Adobe Support to get answers and help with case submission

Subject to local hours.

Phone support

Phone Support

Authorized Users (Admins) can call Adobe Support via phone to get answers and help with case submission.

Subject to local hours.

Web Case

Web Case Submission

Authorized Users (Admins) can submit unlimited web cases at any time for support issues for review by our technical support team.


Experience League
Experience League is a place where Adobe customers can find self-help tutorials, product documentation, instructor-led training, community and support for select Adobe Creative Cloud and Document products.
Adobe Support Community
The Adobe Support Community is the place to ask questions, find answers, learn from experts and share your knowledge.
Production issues & system outages conveys the health information of all Adobe products and services that are deployed in multi-tenant environments. Customers can choose their subscription preferences to get email notifications whenever Adobe creates, updates or resolves a product event. This can include scheduled maintenance or service issues of varying levels of severity.
Terms and Conditions
Terms and conditions detailing Support Services offerings.

Regional Hours Of Operation And Language Support

Adobe’s local business hours align to the customer’s billing region.

Europe, Middle East & Africa
Asia Pacific
9 am – 5 pm
9 am – 5 pm
9 am – 5:30 pm
1Americas Language support available in English only.


To learn more about Adobe Support Offerings and the right level for you, contact your Named Account Manager (NAM) or Customer Success Manager (CSM).