Outline of Adobe’s Change Management Standard and the procedures that govern Impacting Maintenance affecting Adobe Campaign products and services offered by the Adobe Marketing Cloud.
Change Management is the authoritative process responsible for managing all changes to a new or existing system, software or any system components on production environments. The process is both the enabler of innovation and protector of stability.
It is a risk management process that contains elements of planning, approval, testing, and notification. It includes:
Except as otherwise noted, this Standard applies to all Adobe personnel including any regular employee, Adobe-paid temporary employee, contingent worker (including agency temporary employees, independent contractors, and vendor employees), and interns of an Adobe group company.
This Standard applies to all environments that collect, store, process, transmit or dispose of data. There may be requirements in this Standard that apply only to those environments that handle specific classifications of data, as described in the Data Classification and Handling Standard, for which Adobe has unique obligations (for example, cardholder data, electronic protected health information, etc.). If such additional requirements are applicable, they will be called out separately within this document.
Any environment handling such data must comply with all generally applicable requirements and any additional requirements specified for such data. Governing Policy Adherence to the governing Policy referenced below is required to be compliant with the Adobe Information Systems Operations Policy.
Below is a high level overview of Adobe’s Impacting Maintenance workflow. The Impacting Maintenance event is posted on status.adobe.com as soon as it is approved by Adobe management. By default, the notifications remain until the scheduled completion..
Adobe customers can see maintenance notifications and the duration of the maintenance window on Adobe’s website - http://status.adobe.com/
The maintenance windows are displayed until the maintenance event is complete. If the maintenance is completed ahead of schedule, then the display will be updated accordingly.
Systems enhancements, preventative maintenance, and reactive issue or bug fixes are prioritized and implemented in two separate ways:
During a Maintenance event, Adobe business and technical services can be impacted at various levels depending on the nature and scope of work being performed. The expected level of impact is documented in Adobe’s internal Change Request systems. Commonly faced issues during impactful maintenance can include:
Customers are encouraged to report issues to Adobe Campaign Customer Care for service disruption or inconvenience caused during maintenance events.
If, under any circumstances, the maintenance work extends beyond the scheduled time period displayed on http://status.adobe.com/marketing_cloud, a customer should contact Campaign Customer Care to report service disruptions, or any inconvenience caused by the maintenance.