Enterprise Support Program

Last updated on Apr 27, 2021 | Also applies to Adobe Creative Cloud, Document Cloud

Help your teams stay productive with our comprehensive technical and usage support available for products purchased through an Enterprise Term License Agreement (ETLA), or enterprise products purchased through the Value Incentive Plan (VIP).

Learn more about enterprise offerings at Adobe.

Note

*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.

Eligibility	Current ETLA Current VIP with enterprise products
Number of Incidents	Unlimited technical support incidents
Authorized Contacts	Persons set up as "Support Admin" within the Admin Console
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.

Critical (Priority 1): 30 minutes
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 Admin Console for account administration, troubleshooting, or Expert Service requests.

Languages

Support Languages

Support is available in the following languages:

English
French
German
Japanese

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