Enterprise Term License Agreement invoicing changes FAQ

With the goal of continuously improving and maximizing Enterprise Term License Agreement (ETLA) customer experience, a new process for issuing ETLA invoices will be implemented on October 6, 2017, which affects how non-serialized products are invoiced.

Orders for non-serialized products will be processed through a new flow that changes how invoices will look and be delivered.

The new invoices for non-serialized products will be delivered in a PDF format. The new invoice format will present information in a user-friendly layout, which will contain a summary of taxes and a breakdown of applicable taxes by line item.

Non-Serialized Products including Acrobat, Creative Cloud all apps and single apps, Adobe Stock, and Adobe Acrobat Sign. The process flow for serialized products is not changing.

No, these changes do not impact serialized products such as Acrobat, Creative Cloud all apps and single apps, Cold Fusion, and PPBU products (Captivate, FrameMaker, RoboHelp).

Orders for non-serialized products are being processed through a new workflow and are not viewable in LWS. Invoices for all ETLA orders can be viewed on the Adobe Customer Information Site (ACIS).

If you do not have access to ACIS, or if you need to give access to additional contacts, you will need to send a request to acis@adobe.com.

The deploy-to contact listed on the Adobe ETLA will receive a notification with a summary of their purchase. Sold-to partners and resellers will receive copies of these notifications.

You will need to contact Enterprise Customer Support (ECS) to add a new contact or visit the support tab in the Adobe Admin Console to get help adding a new customer admin.

Confirmation emails cannot be retriggered. If your customer did not receive their confirmation email, please ensure they check their junk folders, sort through their rules or filters, and have them search for mail from message@adobe.com.

The customer may receive two invoices for serialized and non-serialized products – even if they are in the same ETLA deal.

Yes, non-serialized product invoices will be delivered in PDF format to the Accounts Payable contact until it has been fully tested by the Partner’s EDI team. Payment terms will remain the same. Invoices for serialized products will continue to be delivered through EDI.

No, this change is exclusive to ETLA.

VIP, CLP, TLP, and FLP are not included in these changes.

  • If the ETLA true-up PO is received before the anniversary date, Adobe will do our best to send one invoice (two if both serialized and non-serialized products are purchased) for additional licenses deployed in excess of the quantities previously purchased. 
    • In some cases, Adobe may send separate invoices for the past year and remaining years of the ETLA.
  • If the ETLA true-up PO is received on or after the anniversary date, Adobe will send one invoice (two if both serialized and non-serialized products are purchased).

Adobe Licensing Website (LWS) will not show orders or license certificates for non-serlialized products that are being processed through the new flow.

License certificates are issued for serialized perpetual products only. ETLA customers sign a contractual agreement representing the terms of their subscription.


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