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Adobe is changing the world through digital experiences. Our creative, marketing and document solutions empower everyone — from emerging artists to global brands — to bring digital creations to life and deliver them to the right person at the right moment for the best results.

ENTERPRISE SUPPORT /

Enterprise Support Program

Help your teams stay productive with our comprehensive technical and
usage support available for Document Cloud for enterprise, Creative Cloud for enterprise, and other products within Enterprise Term License Agreements (ETLAs).

*If you purchase(d) a perpetual version of Acrobat through a reseller program, a Gold Support contract must be purchased separately. Contact
your reseller for more information.

Dedicated enterprise-level Customer Care

• Deployment Assistance: install, configure, and customize solutions to suit your needs

• 24x7 Technical Support: resolve technical
issues anytime

• Workflow and how-to assistance: solve design challenges, learn best practices or new features
in 30 minutes with Adobe Solution Experts

Supported products

Service level agreements

Enterprise support lifecycle

Terms & conditions: general

Terms & conditions: developer

Eligibility	Available to Enterprise Term License Agreement (ETLA) Customers
Contract Period	Duration of the ETLA
Number of Incidents	Unlimited technical support incidents
Authorized Contacts	Up to ten nominated administrators for the ETLA
Technical Support Incidents	Unlimited
Expert Services Sessions	Unlimited
Responsive
Hours of Coverage	24 hours a day, 7 days a week, 365 days a year (English)
Target Response Times	The problem results in extremely serious interruptions to a production system. Urgent (Priority 2): One hour The problem results in serious interruptions to normal operations and could negatively impact an enterprise-wide installation or urgent deadlines. Important (Priority 3): Four hours The problem causes interruptions in normal operations. Minor (Priority 4): One business day The problem results in minimal or no interruptions to normal operations.
Comprehensive
Service Scope	• Download, installation, and deployment support • Troubleshooting of unexpected errors or behaviors • Self-help resources: Adobe monitored forums and Knowledgebase
Expert Services	• Thirty-minute phone appointments with the use of Adobe Connect web conferencing service • Appointments scheduled at a mutually agreed upon time — typically with a lead time of 1 to 3 business days • Appointments available with Experts in Deployment, Document Cloud, Experience Manager Mobile, Web, Video, Digital Photography, and Print/Design • Appointments available in English, German, French, and Japanese
Multichannel
Dashboard Support Portal	Integrated support access to Adobe Specialists in the Enterprise dashboard for account administration, troubleshooting, or Expert Service requests.