Adobe Success Plans Overview

Adobe Success plans go above and beyond reactive problem solving to bring you a new kind of personalized experience that will keep your business steps ahead of any issue. Your Adobe team employs deep technical expertise, diverse capabilities, and an advanced methodology to give you the right level of support, expertise, and technical and strategic guidance you need.

Comparison of Expert and Ultimate success plans

Expert Success Plan
Ultimate Success Plan

With the Expert Success plan, you can access 24X7 expert care for technical troubleshooting and guidance on your critical business issues. Or you can find quick resolutions by tapping into our self-guided resources, exclusive best practices, and an online community of Adobe experts & peers.

Included with all Adobe Experience Cloud licenses.

With the Ultimate Success plan, you will experience strategic guidance and proactive technical health to deliver high-performing digital experiences. Your Adobe environment will be supported by a team of experts who are familiar with your business and focused on executing a roadmap aligned with your objectives and priorities for business impact.
Success team
Pooled team of support engineers

Includes:

  • Designated Technical Account Manager
  • Designated Customer Success Manager
  • Designated Support Services Manager
  • Pooled team of technical engineers and strategic experts delivering Success Accelerators
  • Pooled team of support engineers
Proactive technical + operational support
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Includes:

  • Upgrade & migration reviews, release preparation
  • Product roadmap reviews
  • Aligned technical and strategic roadmaps
  • Key event preparation and planning
  • Planning for relevant and timely enablement
  • Technical best practices and industry guidance
  • Advocating/aligning with product teams
  • Unified plan to achieving key business objectives - Mutual Action Plan (MAP)
Technical support

Includes:

  • P1: 24x7 issue support
  • P2, P3, P4: business hours support
  • Standard outage management
  • Pooled escalation management

Includes:

  • P1: 24x7 issue support
  • P2/P3: 24x5 issue support
  • P4: business hours support
  • Prioritized outage management
  • Designated expert escalation management
Success Accelerators
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Success Accelerators scheduled on a regular basis by the TAM & CSM

(see Success Accelerator Catalog for more information)

Support channels
Online, phone, Experience League, forums
Personalized online portal, prioritized phone, Experience League, forums

Support add-ons

Add-ons
Expert Success Plan
Ultimate Success Plan
Event Management add-on
Provides end-to-end leadership and support required to manage the entire lifecycle of key events
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Technical Account Director add-on
Your lead technical resource who provides leadership oversight, owns executive engagement, and ensures governance to maximize your business outcomes
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Advanced Cloud Support add-on
Top-tier care and value assurance to customers of Adobe Experience Manager as a Cloud Service
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Mentor Sessions add-on
Provides skill-based learning in a just-in-time training method
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Developer Boost add-on
Provides access to field engineering experts that can assist with break-fix work
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Priority Queue Bundle add-on
Skip the line to have your tickets worked on first with additional access to Mentor Sessions and Developer Boost
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Targeted Initial Response Times for Support

Priority
Definition
Targeted Response time – Expert Support
Targeted Response time – Ultimate Support
Customer Commitment
P1
Critical Business Impact:
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.
1 hour
15 minutes
Customer commits to continuous, 24x7 engagement with Adobe Customer Support until mitigation. If Adobe Customer Support is unable to obtain critical information for managing the support response from Named Support Contacts, Adobe may decrease a P1 Service Request to a lower priority level.
P2
Major Business Impact:
Customer’s business functions have major service degradation or potential data loss, or a major feature is impacted.
2 hours during Adobe’s normal business hours
30 minutes during Adobe’s regional business hours
Adobe support will contact Named Support Contacts during Adobe’s business hours only. If Adobe Customer Support is unable to obtain critical information for managing a support response from Named Support Contacts, Adobe may decrease a P2 Service Request to a lower priority level.
P3
Minimal Business Impact:
Customer’s business functions have minor service degradation but there exists a solution/workaround allowing business functions to continue normally.
4 hours during Adobe’s normal business hours
1 hour during Adobe’s regional business hours
Adobe Customer Support will contact Named Support Contacts during Adobe’s business hours only.
P4
No business impact:
General question regarding current product functionality or an enhancement request.
1 business day
1 business day
Adobe Customer Support will contact Named Support Contacts during Adobe’s business hours only.

Ultimate Support: Named Support Contacts

Under Ultimate Support, Customer shall be entitled to an expanded capacity of up to fifteen (15) Named Support Contacts per AEC Product (increased from four (4) per AEC Products for Expert Support).

Named Support Contacts can submit issues through all available channels and interact as needed with Adobe’s technical support team on behalf Customer. One (1) such Named Support Contact can also be designated as Customer’s account administrator, allowing self-service updates to the list of Named Support Contacts, as well as limited permission settings, via the Adobe-provided support portal.

Adobe Digital Learning Services

Enhance Ultimate Support with a Learning Subscription

Build an Adobe skilled workforce with personalized learning journeys for individuals and teams

Maximize performance & Investment through rapid skill development and continuous product and solution knowledge

Realize business goals with an end-to-end learning strategy that enables you to drive digital maturity from adoption to optimization

Support Services – Regions, Hours, and Languages

Live Telephone and Online Technical Support
  • Priority 1 incidents: 24x7x365 via phone or online support case
  • Priority 2-4 incidents: Support available during regional business hours via chat or online support case.
Regional Business Hours
  • Applicable regional business hours are based on the billing address in the Sales Order or purchasing documents.
  • If Adobe is contacted for support by someone other than the designated Named Support Contacts, Adobe may request that that the support case be resubmitted by a Named Support Contact.
Languages
  • Japanese language support is available during Japanese regional business hours, excluding holidays or Adobe days off. Japanese support is not available for Adobe Commerce.
  • With the above exception, all Support will only be provided in English.
Support Access
  • Customer will grant Adobe Support access to applicable customer systems via remote support tools controlled by Adobe for the purpose of troubleshooting and support services.

Regional Business Hours for Support

Americas
Europe, Middle East & Africa
Asia Pacific
Japan
6 am – 5:30 pm
9 am – 5 pm
9 am – 5 pm
9 am – 5 pm

Additional Terms Applicable to Adobe Commerce on Managed Services (Formerly Magento Commerce Pro: Managed Services)

Standard Support for Adobe Commerce: Managed Services products licensed or renewed by Customer with a License Term Start Date on or after September 20, 2021 will be subject to the Targeted Response Times specified in the table below, which will supersede the Targeted Response Times for Support as indicated in the table above. Except as specified in the table below, all other remaining Support terms for Adobe Commerce: Managed Services remain unchanged. For clarity, the Targeted Response Times below will only apply to Services Requests related to Adobe Commerce: Managed Services, and not any other AEC Products.

Priority
Definition
Targeted Initial Response Time
Customer Commitment
P1
Critical Business Impact:
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.
30 Minutes
Customer commits to continuous, 24x7 engagement with Adobe Customer Support until mitigation. If Adobe Customer Support is unable to obtain critical information for managing the support response from Named Support Contacts, Adobe may decrease a P1 Service Request to a lower priority level.
P2
Major Business Impact:
Customer’s business functions have major service degradation or potential data loss, or a major feature is impacted.
1 hour during Adobe’s normal business hours
Adobe support will contact Named Support Contacts during Adobe’s business hours only. If Adobe Customer Support is unable to obtain critical information for managing a support response from Named Support Contacts, Adobe may decrease a P2 Service Request to a lower priority level.
P3
Minimal Business Impact:
Customer’s business functions have minor service degradation but there exists a solution/workaround allowing business functions to continue normally.
2 hours during Adobe’s normal business hours
Adobe Customer Support will contact Named Support Contacts during Adobe’s business hours only.
P4
No business impact:
General question regarding current product functionality or an enhancement request.
1 business day
Adobe Customer Support will contact Named Support Contacts during Adobe’s business hours only.

Launch Advisory Services – Phased Proactive Activities

Kick-Off
Project kick-off, align on goals and timelines, project collaboration plan, identifying resources, stakeholders, and setting up project cadence
Kick-off deck including project collaboration plan
Define
Business requirements, KPIs, use cases – solution specific or multi-solution (if applicable), customer readiness strategy, assessment and recommendations. Setting a solid foundation for a successful new implementation
Assessment & Recommendations document
Design
Best practices advisory, technical specification and architecture review of the solution design, and multi-solution review if needed. Validate that implementation will work in the best way possible
Go-Live
Best practices advisory, validate solution implementation, features, and integrations for "fit for use", and accuracy for launch readiness status. May include performance/load testing, depending on solution
Post Launch
Enablement, advice on maturity use cases, engagement summary and hand-off to Support and/or Field Services
Engagement Summary

Field Service Activities: Menu

Activity Types
Solutions
Description
Health Assessment
Analytics, Audience Manager, Target, Campaign, Experience Manager, Commerce, Marketo Engage
Focused assessment of the implementation health of a specific application
Feature Implementation & Integration Support
Analytics, Audience Manager, Target, Campaign, Experience Manager
Baseline support for the setup and configuration of a single simple solution implementation or integration
Solution Troubleshooting (Custom)
Analytics, Audience Manager, Target, Campaign, Experience Manager, Commerce
Technical troubleshooting & issue resolution for a piece of custom code or non-standard configurations, where it is confirmed the issue is not a core product bug or configuration problem
AEM as a Cloud Service Adoption Advisory
Experience Manager
Guidance and recommendations related to upgrade/migration feasibility, architecture, and modernization
Basic Use Case Development & Support
Analytics, Audience Manager, Target, Campaign, Experience Manager, Commerce, Marketo Engage
Single use case development and limited execution support for a specific small/basic campaign, test, personalization, or other solution activity
Solution Reporting & Analysis
Analytics, Audience Manager, Target
Assess new reporting and analysis opportunities and provide basic set-up or configuration of one or more reports and/or dashboards
Maturity Roadmap
Analytics, Audience Manager, Target, Campaign, Experience Manager, Commerce, Marketo Engage
Development of use case roadmap for continued maturity and growth
Deskside Coaching
Analytics, Audience Manager, Target, Campaign, Experience Manager, Commerce
Enablement of specific features or best practices for one or more solutions
NOTE
Field Services are not meant to replace Adobe Consulting engagements. Field Services support the customer post-LAS implementation and complement any larger consulting engagement.
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