The Marketing Cloud Customer Care team provides dedicated support for Adobe’s Marketing Cloud solutions and associated products. Adobe provides support via web, email, live chat, telephone, Twitter @AdobeMktgCare, and on the Marketing Cloud Community.
Includes AdHoc Analysis, Digital Pulse, Data Connectors, SearchCenter+, Reports and Analytics, Social, Survey
Only supported users can create tickets by logging in with company details. When you are logged in, choose Help > Customer Care.
Includes CQ, CRX, Scene 7, DAM, and Assets
I require immediate attention for a priority issue:
Supported users can contact us via telephone to speak directly with an agent who can work with you on your case. (Log in to Customer Care, either through your solution or to the AEM customer portal to see the priority phone numbers.)
Adobe provides 24x7x365 unlimited access to Adobe Technical Support for a maximum of ten (10) named Customer technical support contacts. If the customer experiences a problem with the Covered Service, a customer can use the Customer Support portal or notify the Adobe Technical Support team. Include a clearly written description of the problem, and any steps that the customer can reasonably identify that allows Adobe to replicate the problem.
The problem is promptly logged upon Adobe's receipt of clear notification of the problem. When engaging with Adobe Technical Support, the Parties mutually assign a priority, generally following the classifications found in the table below. And, Adobe responds to the problem in accordance with the time frames in the table below. Adobe doesn't reassign a priority of a problem without the prior written consent of Customer.
Each time you reach out to Customer Care, we create a traceable incident - regardless of the severity of the issue.
An incident is an archive containing all communication between you and the Customer Care agent assigned to it. Such incidents allow Customer Care to best track and allocate efforts and resources to support your needs.
To enable us to handle your inquiry efficiently, provide us all steps to re-create it. The clearer the details, the better it can be addressed.
Adobe Technical Support makes reasonable efforts to resolve the issue but Adobe cannot guarantee that every issue can be resolved. Adobe is committed to resolving your incidents as soon as possible and we may involve additional resources to see it through. Such efforts can include taking time to research your inquiry, testing code, validating settings and data internally, or confirming tool behavior. Some matters require a deployed fix from Engineering within the monthly maintenance release window.
The resolution of a technical support issue is defined as accomplishing any one of the following:
- Providing a reasonable solution to the issue
- Providing a reasonable work-around to the issue
- Determination by Adobe that the issue is an enhancement request and forwarding the request to Adobe Product Management for future consideration
- Escalation by Adobe Technical Support of the incident/product defect to Adobe Engineering for review.
Adobe Technical Support makes reasonable efforts to resolve the issue but Adobe cannot guarantee that every issue can be resolved.
Case priority definitions
We base the response times and actions we take on an assessment of the impact of the reported technical issue on your business. The more serious the business impact, the higher the assigned priority. The following guidelines assist you in determining the appropriate priority level.
Acknowledge receipt of a Service Request from a Technical Support Contact within the time
allotted (“Response Time”). This will generally be via the same medium of
communication by which the Service Request was reported.
|P1||Mission Critical. Interferes with core business function or potential loss of mission critical data||30 minutes|
|P2||Urgent. Interferes with non-core activities that do not affect the entire company
|P3||Important. Interferes with normal completion of work or tasks are more difficult but not impossible to complete
|P4||Minor. Interferes with recreational or non-business related use
||One business day*|
You can initiate an escalation for Digital Marketing Technical Support when you are not satisfied with the support provided, or if you need immediate attention for an urgent issue. To initiate an escalation, contact Customer Care by phone or chat and ask for a callback from the Escalation Manager. You can also engage us directly by email at firstname.lastname@example.org For urgent issues that meet the Priority 1 criteria, please contact us by phone.
Each company that uses Adobe Marketing Cloud has designated individuals (official supported users) who log cases on behalf of your organization. That way, your organization has oversight on your implementation/configuration of Adobe Marketing Cloud and associated products.
What if I’m not a supported user?
If you are not a named Supported User, you are welcome to use any of our public resources and knowledge. Unfortunately, though, Adobe cannot open a case if you contact us. Contact your company’s official Supported Users to log any cases.
Social support for Adobe Marketing Cloud
Adobe strives to provide help and support within the channels that you are most comfortable with.
We currently offer help and support for all digital marketing products through twitter @AdobeMktgCare (http://twitter.com/adobemktgcare). This account is actively monitored Monday-Friday, 8 am – 5 pm PST (it is monitored less frequently outside these hours). If you tweet the team, expect to receive a response within 24 hours during the business week. We make our best efforts to support you in your channel of preference. However, we could ask you for an alternative contact method if the 140 character limitation of twitter isn't practical for resolution. For critical issues, the best route is always to contact Customer Care directly using the relevant toll free number for your country.
Follow the @AdobeMktgCare (http://twitter.com/adobemktgcare) account for the latest information about Adobe Marketing Cloud releases, content, and top fixes.
We also offer support through the Marketing Cloud communities. These communities foster an online experience for you to learn, interact, and connect with Adobe and other customers.
Also, make sure that you are visiting the Help and support pages for each solution. We ensure that important information is featured, including release notes, how-to and special learning events such as live expert webinars.