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 http://www.adobe.com. 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.
Service Level Targets: Initial Response service-level-targets
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
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 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.
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
Authorized Users (Admins) can call Adobe Support via phone to get answers and help with case submission.
Subject to local hours.
Web Case Submission
Authorized Users (Admins) can submit unlimited web cases at any time for support issues for review by our technical support team.
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).