Enterprise Support Program

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

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

	Acrobat*	Creative Cloud for enterprise	Digital Publishing Suite	Products within Term License Agreements
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
Up & Running Support	•	•	•	•
Technical Support	•	•	•	•
Expert Services		•

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

Responsive
Hours of Coverage	24 hours a day, 7 days a week, 365 days a year (English)
Target Response Times	Critical (Priority 1): 30 Minutes The problem results in extremely serious interruptions to a production system. Urgent (Priority 2): Two hours 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 for Creative Cloud for enterprise	• 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 Web, Video, Digital Photography, and Print/Design • Appointments available in English, German, French, Japanese, and Chinese
Multichannel
Premium Phone and Email	Access to Adobe Specialists for assistance with general account questions, such as access to applications and serial numbers, installation or deployment help and technical troubleshooting of individual products

Supported products

Service level agreements

Enterprise support lifecycle

Terms & conditions: general

Terms & conditions: developer