Trial extension | Adobe Connect

Applies to NA, APAC, and EMEA geos.

Important: This document applies only to true trial accounts: free-of-charge accounts for customers to sample Adobe Connect for 30 days. For accounts that are (or have been) in "Active" status, and for accounts with one or more order numbers in the "Comments" field, see Administer Connect hosted licensed accounts | BAMA | Tier 2, TRT.

Important: If the changes requested are beyond what this document describes, see Instructions for Senior T1. If the customer's request is urgent, send an email with the case number to NoidaAVLTier2@adobe.com.

Do not enter changes in CSUI. Agents with BAMA read/write access must facilitate these exceptions and must enter a case number at the time of the change.

After the initial trial period of 30 days, you can extend a trial up to an additional 90 days (end-user accounts) or an additional 120 days (government and education accounts) without Business Unit approval. When you extend a trial account, also extend the associated seminar rooms.

• You can identify government accounts by the subject line of the extension request email:
  • Email addresses of government customers can end in .gov, .mil, .hq, .us, or .ca
  • Other terms can be used to identify government accounts, including but not limited to, Ministry of Defense (MOD), Department of National Defense (DND), Government, and Ministry
• You can identify education accounts by the subject line of the extension request email
  • Email addresses of education customers can end in .edu or .ed
  • Other terms can be used to identify education accounts, including but not limited to, pedagogy, apprenticeship, tutelage, and coaching.

If the account has already been extended 90 (end-user) or 120 (government and education) days beyond the original 30-day trial period, see Instructions for Senior T1.

Increase the number of users or seats

The number of users allowed depends on the type of account the customer has.

Adobe Connect Hosted Trial Accounts

Adobe Connect Hosted Trial Accounts allow 25 concurrent meeting users, three authors/presenters, 25 concurrent learners, and unlimited events administrators.

You can modify up to the following quantities without approval:

• 50 concurrent users
• ten authors
• 50 concurrent learners
  

Adobe Connect Licensed Trial Accounts

Adobe Connect Licensed Trial Accounts allow 25 concurrent meeting users, unlimited authors/presenters, 25 concurrent learners, and unlimited events administrators.

You can modify up to the following quantities without approval:

• 50 concurrent meeting users
• 50 concurrent learners

If a customer requests additions to these amounts, see Instructions for Senior Tier 1. If the customer's request is urgent, send an email with the case number to NoidaAVLTier2@adobe.com.

Note: If you add a seminar room to a customer's account (after you have received the approval from Tier2), make sure that you keep the seminar administrators as "unlimited."

Enable the Customization and Rebranding, Flash Paper, SSL, or high-bandwidth features

You can enable:

• The Customization and Rebranding feature for all Connect Hosted accounts (except subscriptions)
• Flash Paper on any account  (no charge)
• SSL on any account (no charge)
• High Bandwidth on any account (no charge)
  

Change trial URL

Typically, a trial URL resembles the following: connectpro12354321.adobeconnect.com. Customers sometimes want to customize this URL to reflect their own company name (for example, companyname.adobeconnect.com). You can change the trial URL on request of any customer or reseller. However, tell the customer or reseller that meeting participants are not redirected to the new URL. They must update their own community of people about the change in URL.  

Note: Before you change the URL in BAMA, make sure that the requested URL isn't already in use. Search for the requested URL in the Sales Dashboard.

If the customer is arranging to purchase Connect, they can retain their new URL. The customer must, however, ask their reseller to include the new URL on their purchase order. The Connect Order Management team requires that information to fulfill the correct order.

Account access

If you receive a request to provide access to the account, find out the name and email address of the new contact. Verify that the email domain matches the domain on the account. Then advise the caller to contact the primary contact on the account. You can provide the primary contact’s name, but do not provide the contact's email address or any other information about the contact.

If the primary contact requires access, you can add an administrator account for them. If their email address is already in use, add a number to it (for example, myemail@company.com would become myemail1@company.com). Provide the customer with the new login information via case notes or email. Do not provide this information over the phone or chat.

If the current primary contact is still with the company but will no longer be the contact, they can follow the steps here to update the account: http://helpx.adobe.com/x-productkb/policy-pricing/make-administrative-changes-connect-account.html

If the primary contact has left the company, find out the name and email address of the new contact. Verify that the email domain matches the domain on the account. Advise the new contact to confirm the request via email or through case notes. Once you have that confirmation, you can change the primary contact and add an administrator account for the contact. Provide the customer with the new login information via case notes or email. Do not provide this information over the phone or chat.

Create or extend a trial due to a technical issue with an active account

An Adobe Connect technical support manager can approve a trial creation or extension due to a technical issue with an active account. For example, if a bug is occurring on one server but not another, the technical support manager can approve the creation of a trial account with the same features as the active account on another server.

A Senior T1 agent can also extend a suspended or canceled BOTS account for a maximum of two days as a goodwill gesture, if necessary. Senior T1 agents cannot extend other active accounts under any circumstances. For other extension requests, escalate to T2 via CRM. If the request is urgent, send the request to NoidaAVLTier2@adobe.com.

 Instructions for Senior T1

• What is the estimated deal size? $ _
• Has a budget been allocated for an eLearning or Web Conferencing solution? (yes/no)
• Trial converts to paid account within 30 days, 60 days, Other _
• Is account considering competitive products? (yes/no)
  
  

Instructions for T2