Adobe Campaign Managed Cloud Services | Product Description

Adobe Campaign Managed Cloud Services Icon

Effective: 8 May 2024

What is Adobe Campaign Managed Cloud Services?

Adobe Campaign Managed Cloud Services provides a Managed Services platform for designing cross-channel customer experiences and provides an environment for visual campaign orchestration, real time interaction management and cross channel execution.

The following information applies to Adobe Campaign Managed Cloud Services, unless indicated that such information only applies to a specific version; (either version 7 (v7) or version 8 (v8), as applicable). For the avoidance of doubt, this Product Description does not apply to Adobe Campaign Classic offerings.

 

Products and Services
License Metric Service Tier1
Adobe Campaign Managed Cloud Services Per 1,000 Active Profiles Advanced or Enterprise

   

Add-ons
License Metric Service Tier1
Available Channels: Email, Push, SMS, Direct Mail, Call Center and Social2
Each per 1,000 Active Profiles
Advanced or Enterprise
Available Features: Inbound Interaction, Distributed Marketing, Email BCC and Enhanced Security3 Each per 1,000 Active Profiles Advanced or Enterprise
Available Deliverability Packages: Essential, Enhanced and Plus Each per 1,000 Active Profiles Advanced or Enterprise

[1] Applicable services will be available from 9am – 5pm Monday through Friday, excluding national holidays and Adobe holidays, in the time zone where the Managed Service team member is located.

[2] Channels must be licensed separately from the base Adobe Campaign Managed Cloud Services offering, Customer may license All Channels under the ALL CHANNELS SKU offering.

[3] Only available with Adobe Campaign Managed Cloud Services v8

Adobe Maintenance and Support

Adobe Maintenance and Support is included with term licenses.

The Adobe Maintenance and Support program is provided under the most-current terms and conditions for Adobe Maintenance and Support.

Entitlements by Active Profiles Tiers for v8

Adobe Campaign Managed Cloud Services


 
Maximum Number of Active Profiles in Millions
<2 <5 5 to <20 20 to <50 50 to 200
Static Limits
Total Database Storage across Production and Staging Instance 500 GB 2 TB 4 TB 6 TB 8 TB
SFTP Storage in Gigabytes 100 100
200 300 500
Total Number of Domain Delegations 8 12 16 24 32
Number of IPv4 Addresses 4 8 8 16 32
Email Rendering 1,500 1,500
1,500 1,500 1,500
Performance Guardrails
Peak Volume - Number of Emails per hour [1][3]
1,500,000 5,000,000
10,000,000 15,000,000 20,000,000
Peak Volume - Transactional Messaging (Email only) per hour 50,000 180,000
180,000 180,000 1,000,000
Peak Volume - Number of Push Notifications per hour [1][3]
1,500,000
5,000,000
10,000,000
15,000,000
20,000,000
Peak Volume - Transactional Messaging (Push only) per hour
50,000 180,000 180,000 180,000 1,000,000
Maximum batch and Transactional Email Size in Kilobytes
100 100
100 100 100
Maximum batch and Transactional Push Notification Size in Kilobytes
4 4
4 4 4
Maximum Inbound Interactions per second [2] 15 25
35 50 75
Scoping Parameters
Image Serving-Bandwidth in TB per month 2 TB 3 TB
5 TB 10 TB 20 TB
Engine Calls per day [1]
250,000 500,000
700,000 1,000,000 1,500,000
Maximum Engine Calls per second [1]
20 25
50 75 100
Inbound Interactions per day [2]
200,000 300,000
400,000 500,000 500,000

[1] Excluding Transactional Messaging.

[2] This infrastructure is included when Inbound Interactions is separately licensed.

[3] The Peak Volume limits for emails and push notifications are a shared volume limit. For example, if Customer is licensing <2 million Active Profiles, the Peak Volume limit is 1.5 million, not 3 million and such 1.5 million limit is shared between the number of emails and push notifications sent by Customer.

Entitlements by Active Profiles Tiers for v7

ADOBE CAMPAIGN MANAGED CLOUD SERVICES

  Maximum Number of Active Profiles in Millions
  <5 5 to <20 20 to <50 50 to 100
Static Limits
Total Database Storage in GB across Production and Staging Instance 300 1,100 2,000 4,000
SFTP Storage in Gigabytes 80 200 300 300
Total Number of Domain Delegations 12 16 24 32
Number of IPv4 Addresses 8 8 16 32
Email Rendering 1,500 1,500 1,500 1,500
Performance Guardrails
Peak Volume - Number of batch Emails per hour [1] 500,000 1,000,000 2,000,000 2,500,000
Peak Volume - Transactional Messaging (email only) per hour 50,000 50,000 50,000 50,000
Maximum batch Email Size in Kilobytes 60 60 60 60
Maximum Transactional Messaging (Email only) Size in Kilobytes 30 30 30 30
Maximum Inbound Interactions per second [2] 25 35 50 75
Scoping Parameters
Image Serving-Bandwidth in Gigabytes per month 2,000 5,000 10,000 20,000
Engine Calls per day [1] 50,000 70,000 100,000 150,000
Maximum Engine Calls per second [1] 5 7 10 15
Inbound Interactions per day [2] 300,000 400,000 500,000 500,000

[1] Excluding Transactional Messaging.
[2]
 This infrastructure is included when Inbound Interactions is separately licensed.

Additional Performance Guardrail

Test Emails. Staging Instances may be used to send test emails, subject to reasonable limits, for the sole purpose of testing Customer’s domain’s ability to receive email. Test emails are not intended for transmission to Recipients.

Customer may license Add-ons as follows:

Infrastructure Add-ons License Metric
Transactional Messaging Per Dedicated Server per year
IPv4 Addresses (supported for Production Instances only) Per IPv4 Address
Image Serving Gigabytes per month
Domain Delegations Per Domain Delegation
Total Database Storage Gigabytes per year
Engine Calls Per pack of 5,000 Engine Calls per day
Staging Instances Per 1,000 Active Profiles
SFTP Per Each

 

Enhanced Security Add-on Requirements

Customer managed data encryption keys (“CMK”) and virtual private network tunneling (“VPN”) are third party services that Customer must license separately from a third-party provider. To enable Adobe’s Campaign Enhanced Security add-on, Customer must for CMK: i) configure the CMK third-party services to provide notification to Adobe in the event of CMK key rotation, deletion, expiration, and/or disablement, and ii) such notification must be received by Adobe within sixty (60) minutes of CMK key rotation, deletion, expiration, and/or disablement. In the event Customer does not provide notification to Adobe for the foregoing, Adobe cannot guarantee the Campaign Enhanced Security add-on.

Definitions

Active Profile means a Profile that Customer has attempted to communicate with during the past 12 months via any Channel. Active Profiles are charged in increments of 1,000.

Add-on(s) means additional product related features that may be licensed by Customer as identified in the Sales Order.

Channel means distinct modes of communication between Customer and Recipients through email, direct mail, mobile app, call center, social, or SMS.

Dedicated Server means dedicated execution server(s) to leverage Transactional Messaging. A server can typically process up to 50,000 Engine Calls per hour. The “Per-Dedicated Server” designation does not necessarily have a 1:1 correlation with a physical server as Adobe may utilize virtualization technologies to achieve the equivalent effect.

Deliverability Fundamentals means deliverability services which may include, during the initial IP warming phase for new customer onboarding: (1) assessment of the existing marketing plan and creation of a customized ramp-up calendar based on Customer's existing practices, data, volume, and frequency of email transmissions; (2) determination of the appropriate domains and number of IP addresses to be used; and (3) recommendations for changes to the ramp-up calendar based on analysis using performance monitoring and reputation metrics.

Deliverability Package means an Add-on package associated with the applicable licensed deliverability offering, identified in the table below as Deliverability Essentials, Deliverability Enhanced, or Deliverability Plus. Each Deliverability Package offers additional deliverability services, which are outside the scope of the deliverability services included in the license of Adobe Campaign Managed Cloud Services and defined as Deliverability Fundamentals. Customer may purchase a maximum of one Deliverability Package per one license of Adobe Campaign Managed Cloud Services.

 

Deliverability Package Activity Deliverability Essentials
Deliverability Enhanced
Deliverability Plus
Support model Consultant Type
Rotating Team
Aligned Team
Named Consultant
Support Request Type
Ticket System
Ticket System
Direct Contact w/Named Consultant
Post Warming Monitoring
Self-Guided
Self-Guided
Consultant Guided
Monitoring Of Major Blocklists
X X
X
Monitor performance and reputation during additional IP/Domain Warming​
  Up to Once per Year
As Often as Needed
Monitoring of Performance and Reputation, ongoing after IP Warming​
  Twice per Month
Ongoing
Consulting Troubleshooting and Diagnostics of Email Send Issues​
X X X
Sender Reputation Issue Support
X X X
Advisory for blocklist resolution​
X X X
Deliverability Discovery and Assessment Call​
  X X
Create additional customized IP/Domain Warming Plans and adjust plan if needed during email sends​
  X X
Calls w/ Named Consultant during IP/Domain Warming Sends​
  X X
Ad-hoc calls w/ Consultant to discuss specific issues​
    X
Deliverability Report w/ Consultant call to Discuss​
  Monthly Weekly
Email Performance Review​
    Quarterly
Deliverability Enablement Training Session​
    X
Provide campaign data set analysis and deliverability recommendations based upon data from third party tools​
    X
Guidance and Strategy
General Industry and Standards Questions (no implementation support)​
X X X
IP Usage Strategy​
  X X
Domain Usage Strategy​
  X X
Develop Customized Strategy Plans​
    X
DMARC and BIMI Planning and support of Implementation
    X
Holiday/Event readiness planning​
    X
Reactivation, Re-engagement, and Reconfirmation strategies​
    X

 

Distributed Marketing means, the ability of Customer with various distributors, corporate marketers, local marketers, field sales, and marketing partners to understand and maintain brand standards throughout its organization, and allow for these various marketers to create campaign variations for the local market through a series of rules as set by the Customer’s corporate marketing department. Distributed Marketing capability includes a central catalog of marketing campaign templates, including marketing campaigns that are initiated by corporate, with participation from local entities.

Domain Delegation means the number of designated domains of Customer requiring support from Adobe in connection with email campaigns.

Email BCC means an exact copy in EML format of a corresponding sent email to a dedicated BCC email address where the emails can be processed and archived by Customer in an external system.

Email Rendering means each time Customer previews the content of a template email in various email client environments.

Engine Call means a server call that starts real-time processing on the server side, including (but not limited to) WebApps, JSSP, APIs, mobile app registrations, etc. Engine Calls must be licensed in packs of 5,000 Engine Calls per day.

Enhanced Security means the Adobe Campaign Managed Cloud Services add-on enabling Customer to access and use the following third-party services in the Adobe Campaign Managed Cloud Services v8 environment: 1) customer managed data encryption keys; and 2) virtual private network tunneling.

Entitlements means usage limits that are strictly monitored and enforced by Adobe. Should Customer exceed an Entitlement, Customer may be obligated to pay over usage fees or license additional capacity.

Image Serving means the capability to serve Customer’s images embedded in emails to Recipients, and allow linking to those images in connection with emails sent by Adobe on behalf of Customer.

Inbound Interaction means each time a Customer who has purchased Inbound Interactions uses the interaction capability to respond to a Recipient request by using the recommendation engine to deliver a real-time Message.

Message means a communication authored by Customer and sent via licensed Channels.

Peak Volume means the highest capacity peak at a given point that is applicable to the aggregate number of batch Messages and Transactional Messages sent and does not apply to batch Messages and Transactional Messages executed concurrently. Peak Volume may not be sustained for consecutive hours. Failure to adhere to Performance Guardrails may reduce Peak Volume.

Performance Guardrails means usage limits that relate to the scoping of Customer’s proposed use case. Should Customer exceed a Performance Guardrail, Customer may experience performance degradation; Adobe will not be responsible for such performance degradation.

Profile means a record of information (e.g., a record in the nmsRecipient table or an external table containing cookie ID, Customer ID, mobile identifier or other information relevant to a particular Channel) representing an end-customer, prospect or lead.

Recipient means the end user that receives Customer's Message via any of the Channels.

Scoping Parameters means usage limits that relate to the scoping of Customer’s licensed use case. Should Customer exceed a Scoping Parameter, Adobe will work with Customer to remedy the issue leading to over usage. Should Customer persistently exceed a Scoping Parameter, Customer may be required to license additional capacity.

Service Tier means level of service associated with the applicable licensed package of Adobe Campaign Managed Cloud Services:

  Service Tier - Advanced Service Tier - Enterprise
Pre-configured installation X X
Self-service automation X X
24/7 user support & monitoring X X
Patches and upgrades X X
Backup, restore and disaster recovery X X
Onboarding call for customers and partners X X
Go live readiness assessment and support X X
Best practice guidance X X
Advisory support for Adobe Campaign workflows X X
Ongoing transition event management (Planning and coordination of lifecycle events with Customer) X X
Deliverability Fundamentals* X X
Service Quality KPI reporting Throughput monitoring based on Adobe specific targets Throughput and workflow monitoring based on Customer specified targets
Service reviews - Review of ongoing operations including service availability, status updates on incidents and RCAs Quarterly (The first service review will start upon the date the Customer begins commercial use of the Production Instance or 3 months from the initial License Term start date, whichever occurs earlier, and then subsequent service reviews will occur every 3 months thereafter.)
Monthly
Health check and capacity review against configuration guardrails Annual Monthly
General advisory support with respect to infrastructure, application and deliverability**   Up to 4 requests per month
Assist with performance tuning***   X
Advisory support on functional adoption and customization impact for annual upgrades   X

*Deliverability Fundamentals is included for initial IP warming phase for new customer onboarding of each new Production Instance. Prior to using a Production Instance for sending Messages, Customer must cooperate with Adobe to ensure timely completion of Deliverability Fundamentals.

**Service Tier-Enterprise Customers may submit tickets for general advisory support only. Strategic support may require paid consulting hours.

***Performance tuning may include proactive assistance with Mail Transfer Agent (MTA) configuration tuning and database optimizations for workflow execution.

Static Limit means a usage limit that relates to the technical boundaries of Adobe Managed Cloud Services. Customer may not modify Static Limits.

Total Database Storage means the aggregate size of the Production and Staging Instance(s) database storage managed by Adobe. 

Transactional Messaging means the ability to manage trigger Messages in real time. Transactional Messaging can be used with Channels licensed by Customer, as applicable. Transactional Messaging includes one Dedicated Server and functions with the following Channels: Email, SMS and Push. Messages triggered in real time, as defined herein, will be referred to as Transactional Messages.

 Adobe

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