Adobe enterprise support programs provide the technical and operational expertise to help you plan, implement, deploy, and maintain Adobe applications as your solution evolves. Our experts can help keep your strategic applications running smoothly so that you can focus on business.
Adobe's Platinum Maintenance and Support offering is a comprehensive package designed to meet the needs of large enterprise customers — especially those with mission-critical applications based on Adobe solutions. The Platinum program includes maintenance and support and is structured to complement our enterprise products, including Adobe Experience Manager, Campaign, ColdFusion and Connect software.
The Gold support program offers the same service levels as Platinum but does not include maintenance. Customers can maintain their applications by complementing Gold support with an upgrade plan. Gold support is structured to complement our desktop products, including RoboHelp, FrameMaker, Captivate software.
Adobe Platinum and Gold support programs are offered as an annual contract, making your support costs affordable and predictable over a 12-month period.
|Contract period||One year||One year|
|Number of incidents||Unlimited||Unlimited|
|Support channels provided|
|Target response time||30 minutes for Priority 1 issues||30 minutes for Priority 1 issues|
|Hours of coverage||24x7x365*||24x7x365*|
|Service enhancements available|
Mission-critical support is provided by telephone 24 hours a day, 7 days a week, 365 days a year for Priority 1 issues. Noncritical issues are responded to during standard regional business hours. For more details about hours and case priority definitions, visit the support policies page.
For more details, download the Adobe support for enterprises program overview (PDF, 317K).