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Premium services

Premium support

Protect your investment with proactive, personalized support

Premium services are designed to provide you with targeted support in deploying your solution throughout its lifecycle. These services can be combined with our annual support programs to create the right support solution for your organization.

Technical Account Manager

The Adobe Technical Account Manager (TAM) is a personal advocate working on your behalf to help proactively prevent issues before they arise as well as escalate and drive the resolution of incidents that do occur. By combining deep customer knowledge with a comprehensive selection of preventive and responsive support services, an Adobe TAM helps ensure that your priority situations are managed efficiently and resolved quickly. Also, a TAM increases the value of your investment by proactively identifying potential issues, recommending improvements, and apprising you of upcoming releases and how they may benefit your organization.

  • Personalized point of contact: Bypass the queue with direct access to an experienced, designated TAM, who has critical knowledge of the ins and outs of your environment and acts as an advocate on your behalf to help ensure that your concerns and issues are addressed and resolved quickly.
  • On-site architecture review: Work with your TAM to assess your business and infrastructure needs and to promote optimum deployment of your Adobe solution.
  • Proactive, customer-focused support: Get weekly status reports on open issues and receive biweekly phone calls from an Adobe TAM, who will identify potential problems, recommend improvements, and discuss upcoming releases. Also receive informative newsletters with tips, software announcements, and more.
  • Accelerated 24x7 support: Resolve issues quickly with tailored and responsive support around the clock and a targeted 30-minute response time for mission-critical issues.
  • Flexible coverage: Receive service for up to five authorized technical contacts from your organization.
  • Enhanced SLA on response times and update intervals: Get targeted, priority service to help resolve incidents in a timely fashion.

For more details, download the Adobe Technical Account Manager program overview (PDF, 172K)