Legacy Enterprise Support Programs

Keep everyone productive with support and service from Adobe experts

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 Platinum maintenance and support

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.

Adobe Gold support

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.

With Adobe support programs, you can:

  • Accelerate the implementation of Adobe solutions
  • Maximize adoption of the solution in your organization
  • Enable users to leverage the full potential of the technology
  • Minimize costly downtime for your teams
  • Supplement your in-house IT support staff with world-class engineers from Adobe.

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
  • Phone support
  • Knowledgebase
  • Customer forums
  • Remote access
  • Phone support
  • Knowledgebase
  • Customer forums
  • Remote access
Bundled maintenance Yes No
Authorized contacts Ten Four
Target response time 30 minutes for Priority 1 issues 30 minutes for Priority 1 issues
Hours of coverage 24x7x365* 24x7x365*
  • Service enhancements available
  • Additional contacts
  • Technical Account Management (TAM) Services
  • Additional contacts
  • Upgrade plan
  • Technical Solution Management


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.