Legacy Enterprise Support Programs

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Ultimo aggiornamento il 3 mag 2021 | Si applica anche a Enterprise & Teams

Keep everyone productive with support and service from Adobe experts

Adobe enterprise support programs provide the technical and operational expertise to help you plan, implement, deploy, and maintain Adobe applications as your solution evolves. Our experts can help keep your strategic applications running smoothly so that you can focus on business.

Adobe Platinum maintenance and support

Adobe's Platinum Maintenance and Support offering is a comprehensive package designed to meet the needs of large enterprise customers — especially those with mission-critical applications based on Adobe solutions. The Platinum program includes maintenance and support and is structured to complement our enterprise products, including Adobe Experience Manager, Campaign, ColdFusion, and Connect software.

Adobe Gold support

The Gold support program offers the same service levels as Platinum but does not include maintenance. Customers can maintain their applications by complementing Gold support with an upgrade plan. Gold support is structured to complement our desktop products, including RoboHelp, FrameMaker, Captivate software.

With Adobe support programs, you can:

Accelerate the implementation of Adobe solutions
Maximize adoption of the solution in your organization
Enable users to leverage the full potential of the technology
Minimize costly downtime for your teams
Supplement your in-house IT support staff with world-class engineers from Adobe.

Adobe Platinum and Gold support programs are offered as an annual contract, making your support costs affordable and predictable over a 12-month period.

PROGRAM DETAILS	PLATINUM	GOLD
Contract period	One year	One year
Number of incidents	Unlimited	Unlimited
Support channels provided	Phone support Knowledgebase Customer forums Remote access	Phone support Knowledgebase Customer forums Remote access
Bundled maintenance	Yes	No
Authorized contacts	Ten	Four
Target response time	30 minutes for Priority 1 issues	30 minutes for Priority 1 issues
Hours of coverage	24x7x365*	24x7x365*
Service enhancements available	Additional contacts Technical Account Management (TAM) Services	Additional contacts Upgrade plan Technical Solution Management

*Note:

Mission-critical support is provided by telephone 24 hours a day, 7 days a week, 365 days a year for Priority 1 issues. Noncritical issues are responded to during standard regional business hours. For more details about hours and case priority definitions, visit the support policies page.

For more details, download the Adobe support for enterprises program overview.