ADOBE SUPPORT PLANS

Service Level Targets:InitialResponse

Confidential.

Adobe Creative Cloud / Adobe Document Cloud (including Adobe Sign)

Standard | Business |Enterprise | Elite

Adobe provides a comprehensive range of technical resources to help support your business included as part of your

Adobe enterprise subscription. This is enhanced with the ENTERPRISE support plan. ENTERPRISE customers will

benefit from our Named Support Engineer service, where a designated technical contact in the Adobe Support Team

with deep experience in your solution willwork in partnership with you and your technical teams to ensure timely

resolution of all support requests. Your support team can also help coordinate and arrange delivery of the additional

ENTERPRISE benefits ensuring minimal disruption to your business at the most critical times. ENTERPRISE support

plan customers can also take advantage of our detailed andin-depth technical product documentation and current

release notes.

Standard Support Enterprise Support

Paid Support ($)

Assigned Experts

Account Support Lead

Named Support Engineer

✓

Technical Account Manager

Support Services

24x7 Self

-Help Support

✓ ✓

24x7 Support via Chat / Phone

✓ ✓

Web Case Submissions

✓ ✓

Priority Case Routing

✓

Accelerated Issue Prioritization

✓

Escalation Management

✓

Proactive Case Monitoring

✓

-Region Support Access

✓

Service Reviews

2/year

Case Reviews

1/month

Solution Review

Roadmap Review

Additional Named Support Contacts

Upgrade/Migration Planning

Release Preparation and Planning

Executive Sponsor

Priority

Standard Support

Business Support

Enterprise Support

Elite Support

PRIORITY 1

Customer's production business functions are down or have

significant

data loss or

service degradation and immediate attention is required

to restore functionality and usability.

24x7 /

30 minutes

Customers who purchase a Support Plan

for applicable Adobe Products and Services

receive priority case routing that fast-tracks

cases to Adobe’s Support Engineers.

PRIORITY 2

Customer's business functions have

major service degradation or potential

data loss, or a major feature is impacted.

24x7 /

1 hour

PRIORITY

Customer's business functions have minor service degradation but there

exists a solution/workaround allowing business functions to continue

normally.

Business day /

4 hours

PRIORITY 4

General question regarding current product functionality or an enhancement

request.

Business day /

1 day

Enterprise Support Features

ServiceReviews

Comprehensive bi-annual review of

Enterprise program services, benefits

and support performance. May be

combined with other strategic

business reviews held with Adobe.

CaseReviews

Regularly scheduled reviews of open

support requests, ensuring customer

alignment on case description, business

impact, status, priority and agreement on

next steps required to ensure a timely

resolution.

Standard Support Features

In-Region Support Access

Receive support from members of our

Adobe Support Team located within your

global region. This may include in-

country and/or in-language support.

Community Forums

Continuous online access to a growing

database of technical solutions, product

documentation, FAQs and more. Connect

with other customers on Adobe

Community to share best practices and

lessons learned..

Self-Help Portal

On-demand access to the online Self-help

Support Portal review case status, and

browse other resources, like our news

and alerts, knowledge base, featured

tips, and more.

Authorized Users (Admins) can start a

chat session with Adobe Support to get

answers and help with case

submission.

Subject to local hours

Chat Support

Phone Support

Authorized Users (Admins) can call

Adobe Support via phone to get

answers andhelp with case submission.

Subject to local hours

Web Case Submission

Authorized Users (Admins) can

submit unlimited web cases at any

time for support issues for review by

our technical support team.

A designated Support Engineer who

becomes familiar with your solution

environment and business goals. The NSE

is an experienced support engineer that

helps coordinate your Enterprise Support

experience.

Named Support Engineer

Receive prioritized routing to ensure

faster connection to more senior support

resources on submitted cases.

Priority Case Routing

A designated point of contact within

Adobe who can provide escalation

assistance, regular updates and ensure

priority is given to your most critical

open support requests.

Escalation Management

Accelerated Issue Prioritization

Receive higher prioritization on support

case work through facilitated

engagement with Engineering.

Proactive Case Monitoring

A designated point of contact within

Adobe will actively monitor open cases

and take proactiveand

preventive actions to ensure timely

resolution.

Confidential.

Resources

Adobe

345 ParkAvenue

San Jose,CA95110-

2704

USA

www.adobe.com

To learn moreabout Adobe Support Offerings andtheright levelfor you, contactyour Named

AccountManager (NAM) or Customer SuccessManager(CSM).

Regional scope of Adobe Support, Local Hours Of Operation And Language Support

Adobe’s local business hours align to the customer’s billing region.

Americas

Europe, Middle East &

Africa

Asia Pacific Japan

24x7 9 am – 5 pm 9 am – 5 pm 9 am – 5:30 pm

Americas Language support available in English only.

Unparalleled

Expertise

Accelerated

Support

Strategic

Advice

Enterprise Learn & Support

Enterprise Learn & Support is a place where Adobe customers can

find self-help tutorials, product documentation, instructor-led

training, community and support for select Adobe Creative Cloud

and Document products.

Adobe Support Community

The Adobe Support Community is the place to ask questions, find

answers, learn from experts and share your knowledge.

Production Issues & System Outages

Status.adobe.com conveys the health information of all Adobe

products and services that are deployed in multi-tenant

environments. Customers can choose their subscription

preferences to get email notifications whenever Adobe creates,

updates or resolves a product event. This can include scheduled

maintenance or service issues of varying levels of severity.

Terms and Conditions

Terms and conditions detailing Support Services offerings.