Support policies

In some cases, Adobe Technical Support requires a registered product serial number when you access Adobe's one-to-one support offerings (for example, web-case submission or telephone support). If you have not yet registered your product, register online at the Product Registration Center.

Technical support is available for the products and versions described in Supported Products.

Adobe defines a single support incident as an issue that focuses on one aspect of the product. (For example, the use of a specific documented feature of the product or assistance with a specific problem or error message.) While this issue can involve other aspects of the product, addressing other aspects constitutes a separate issue and requires an additional support incident. A single support incident can involve multiple phone calls, e-mails, and off-line research. Adobe Support consultants are responsible for determining what characterizes a support incident. Customers are eligible for a refund on single incident charges for product defects and documentation errors.

Adobe defines a product defect as a technical aspect or functionality of a product that doesn't execute and deliver results as documented in the supplied documentation. Unexpected behavior that can be isolated to a user’s specific configuration or environment does not constitute a product defect. Adobe Technical Support can provide troubleshooting suggestions for unexpected behavior in these cases. However, Adobe is not responsible for the resolution of any such behavior. An issue is recognized as a product defect only after it has been reproduced in steps provided by the customer and confirmed by an Adobe Support consultant.

Adobe defines a documentation error as inaccurate information or instruction provided in the documentation accompanying the product. Accompanying documentation includes user manuals, Release notes, ReadMe files, and Adobe product support site document and TechNotes. Adobe does not provide support or assume responsibility for any reference materials published by Adobe Press in association with PeachpitPress.

Adobe defines installation as the process in which the product installation program is extracted from a CD, diskette, downloaded executable, or network drive onto a single computer’s hard drive. Then, the setup program is run to completion in accordance with the authorized installation instructions. A completed installation is determined by the successful first run of the Adobe application and for applicable server products*. It is also determined by the ability to pull up the admin page and connect to a web server. Standard installation does not include network installations, silent installs to a network environment, database configuration, and clustering, distributed set up of servers and or similar activities.

*Complimentary installation support is not applicable for LiveCycle products.

Adobe supports installation and deployment of Adobe software on a network using Tuner, WMI, SMS, and other network installation technologies certified by Adobe.

Adobe supports product use, including commands, menu choices, and core features outlined in the User Guide and online Help.

Adobe supports the use of multiple Adobe products in a workflow. Support includes product, file, and process troubleshooting for file types and applications that Adobe has certified work together.

Adobe provides the standard interoperability support. Adobe also provides support for connections between Adobe products, between products and the operating system, and between products and required technologies such as databases and web servers. Support includes set up and configuration of Adobe products, but does not include configuration of third-party technology.

Adobe supports default scripting features (actions) included in Adobe products. Support includes troubleshooting (debugging) of scripts, steps, and expected behaviors of code provided with or generated by the Adobe application. However, it does not include creation or troubleshooting of user-authored code.

Adobe supports application scripting and integration with certified third-party servers and other technologies. Support includes troubleshooting the script used to extend the functionality of core product features and can include samples to illustrate required capabilities. Support does not include writing, troubleshooting, or approval of production-ready code.

Adobe supports code samples contained within the product and sample lines of code provided to a specific customer by a Support Consultant to illustrate desired capabilities. Adobe does not support code samples posted to an Adobe knowledgebase or user forum, and Support Consultants don't write or provide production-ready code.

Advanced issues include software development, network installations including silent installs, installer configuration and deployment issues, and issues associated with server technologies.

Once an issue is accepted as being within the extent of technical support (as described at the top of this page), resolution of a technical support issue is defined as accomplishing any one of the following:

• Providing a reasonable solution to the issue
• Providing a reasonable work-around to the issue
• Determination by Adobe that the issue is an enhancement request and forwarding the request to Adobe Product Management for future consideration
• Escalation by Adobe Technical Support of the incident/product defect to Adobe Engineering for review.

Adobe Technical Support makes reasonable efforts to resolve the issue but Adobe cannot guarantee that every issue can be resolved.

As you look into renewing your support contract, Adobe invites you to first identify the support program that best meets your need. Once you identified the appropriate support plan, Adobe recommends that you follow the instructions available for purchase outlined on our website. Alternatively, if you purchased your initial support plan through a reseller, Adobe recommends that you first contact them to confirm that they can process your order. At any time, do not hesitate to contact an Adobe Customer Service Representative for assistance at 1-800-833-6687.

Adobe does not provide phone or chat support for Adobe Labs technologies. Adobe provides documentation, release notes, and other technical content. Answers to technical questions are available on forums and wikis, from Adobe and other community designers and developers. The members of Adobe product and developer relations teams actively participate in the Wiki and the forums. However, no official Technical Support for labs technologies is available.  See the Adobe Labs FAQ for more information.