Adobe Expert Support: Proactive Care For Business Success.pdf

Adobe's Support plans offer a proactive and innovative approach to technical assistance, ensuring your business stays ahead of potential issues. The Expert Support plan, included with all Adobe Experience Cloud licenses, provides:

- 24/7 Online Access: Instant expert help via web portal or chat, and case submission capabilities.
- Guided Learning Resources: Explore the Experience League, forums, documentation, videos, and best practices to upskill independently.
- Prioritized Case Handling: Pre-defined SLAs for phone support schedule urgent issues (P1) outside business hours, ensuring critical problems are resolved first.
- Global Expert Teams: 'Pods' of experts from diverse backgrounds collaborate for rapid issue resolution.
- Unrestricted Technical Support: Raise unlimited tickets, receive proactive alerts on outages, and benefit from escalated issue management.

Key Features at a Glance:

- Support Channels: 24/7 online, personalized phone support (P1 only), business hour support for P2-P4 issues.
- Expert Teams: Pooled experts with designated roles like Technical Account Manager and Support Services Manager.
- Outage Management: Standard, prioritized with root cause analysis, and proactive alerts.
- Add-ons: Priority Queue Bundle, Event Management, Advanced Cloud Support, Mentor Sessions, and Developer Boost for enhanced support.

Priority Levels (Initial Response Times):

- P1: Critical business functions down/major data loss/immediate attention required – 1 hour (24/7) or 15 minutes (24/7).
- P2: Major service degradations, potential data loss, major feature impact – 2 hours (business hours) or 30 minutes (24/5).
- P3: Minor to no degradation, workaround available – 4 hours (business hours) or 1 hour (24/5).
- P4: General questions, enhancement requests – 1 day (business hours).