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

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.

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.

Dashboard Support Portal

Integrated support access to Adobe Specialists in the Admin Console for account administration, troubleshooting, or Expert Service requests.

Support Languages

Support is available in the following languages:

• English
• French
• German
• Japanese