Adobe Campaign Managed Cloud Services | Product Description

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Last updated: September 14, 2022

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 Tier 1

Adobe Campaign Managed Cloud Services

Per 1,000 Active Profiles

Advanced or Enterprise

Channels: Email, Push, SMS, Direct Mail, Call Center & Social

Each per 1,000 Active Profiles

Advanced or Enterprise

Features: Inbound Interaction, Distributed Marketing & Email BCC

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. 

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
<5 5 to <20 20 to <50 50 to 200
Static Limits
Total Database Storage in TB across Production and Staging Instance 2 TB 4 TB 6 TB 8 TB
SFTP Storage in Gigabytes 100 200 300 500
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 Emails per hour [1] 5,000,000 10,000,000 15,000,000 20,000,000
Peak Volume - Transactional Messaging (Email only) per hour 180,000 180,000 180,000 1,000,000
Maximum Batch Email Size in Kilobytes 100 100 100 100
Maximum Transactional Messaging (Email only) Size in Kilobytes 100 100 100 100
Maximum Inbound Interactions per second [2] 25 35 50 75
Scoping Parameters
Image Serving-Bandwidth in TB per month 3 TB 5 TB 10 TB 20 TB
Engine Calls per day [1]
500,000 700,000 1,000,000 1,500,000
Maximum Engine Calls per second [1]
25 50 75 100
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.

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:

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

Deliverability Essentials

Per 1,000 Active Profiles

Deliverability Plus

Per 1,000 Active Profiles

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 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

Deliverability Essentials

Deliverability Plus

Support model

Team support coverage for ticket-based requests

Named consultant coverage for multi-channel-based requests*

Pre-ramp planning & IP warming deliverability support

Self-guided

Customized, strategic guidance

Deliverability discovery & kick-off call

 

x

Customized ramp-up & strategic IP warming support for new customers

 

x

Customized ramp-up & strategic IP warming support for existing customers adding brands, regions, volume, or IPs/domains

 

x

Regularly scheduled calls with deliverability expert during IP warming

 

x

Domain design & planning

 

x

Domain delegation

Self-guided

Self-guided

Ongoing enablement of Customer-branded domains

x

x

Email authentication of delegated domains

x

x

DNS audit of delegated domains

x

x

Enrollment in feedback loops

x

x

Provide deliverability support after IP warming is completed

x

x

General deliverability advisory & diagnosis requests

x

x

General deliverability best practice webinars

x

x

Third party blocklist monitoring and alerting

x

x

Identify invalid emails with invalid syntax

x

x

Quantitative deliverability reporting

x

x

Advisory for blocklist resolution

x

x

Work with Customer to implement corrective actions, intermediary with blocking entity

x

x

DMARC planning - advising on domain audit

x

x

Recommend domain policy & DMARC solutions

x

x

Advisory for spam filter and reputation issues

x

x

Regularly scheduled calls with deliverability expert

 

x

Top 5 email providers blocklist monitoring

 

x

Monthly strategic performance report

 

x

Develop customized strategy plans

 

x

Holiday/event readiness planning

 

x

Reactivation & reconfirmation strategies

 

x

Provide campaign dataset analysis and deliverability recommendations from a Customer's third party tools

 

x

Deliverability bootcamp and training sessions

 

x

Backend automation providing internal monitoring and alerting on delivery performance

 

x

*Refers to certain multi-channel modes of communication which are agreed upon between Adobe and Customer.

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.

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.

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