Adobe Software Assurance Program
Get the most out of your Adobe investment with a comprehensive support and maintenance coverage
As you invest in Adobe technology for your critical business needs, don’t let complex technical challenges slow you down. Leverage this expert support and maintenance program to realize the full potential of the Adobe solution for your organization.
The Adobe Software Assurance Program is designed to provide Adobe customers a comprehensive and responsive support coverage in deploying and maintaining Adobe technology. No matter how complex your requirements, the help you need is only a phone call or a few clicks away. The upgrade plan included in this program enables you to stay current with the latest Adobe innovation and product releases.
Deploy your solution faster and more reliably
- Receive tips and best practices on how to install, configure, and customize the solution based on your requirements
- Benefit from getting-started guidance and support through hands-on enablement and documentation
Mitigate risks and minimize disruptions
- Resolve technical issues promptly with access to 24*7 support from Adobe experts
- Get advice in handling your evolving technical needs
Get the latest software releases
- Stay current with the latest Adobe innovations and product releases
- Leverage the latest features for your workflow
Program Framework and Features
PROGRAM FRAMEWORK
| Contract Period |
One year |
Number of incidents | Unlimited | Authorized Contacts |
Four |
Maintenance |
Upgrade plan included |
Product Coverage |
· Adobe® eLearning Suite · Adobe® Technical Communication Suite · Adobe® FrameMaker® · Adobe® RoboHelp® · Adobe® Captivate® |
PROGRAM FEATURES
RESPONSIVE |
|
Hours of Coverage |
24*7*365 |
Target Response Time* |
· Critical (Priority 1): 1 hour · Urgent (Priority 2): 2 hours · Important (Priority 3): 4 hours · Minor (Priority 4): 1 business day |
COMPREHENSIVE |
|
Service Scope |
· Deployment planning support · Enablement webinars · Personalized documentation · General “How to” assistance · Patches and fixes · Technical resolutions · Remote diagnostics |
MULTI-CHANNEL |
|
Support Channels |
· Phone support · Email support · Chat support · Customer Support Portal |
*Definition:
Critical (Priority 1) : The problem results in extremely serious interruptions to a production system
Urgent (Priority 2) : The problem results in serious interruptions to normal operations, will negatively impact an enterprise-wide installation, urgent deadlines or at risk
Important (Priority 3) : The problem causes interruptions in normal operations
Minor (Priority 4) : The problem results in minimal or no interruptions to normal operations
To learn more about Adobe Volume Licensing, contact your Adobe sales representative or visit http://www.adobe.com/volume-licensing.html
