Adobe Getting Started Support

Adobe is committed to ensuring customers can easily install your new Adobe software, and get started right away. To make sure you're successful, Adobe provides individual users and volume licensing customers with free support for standard installations. Individual customers are also eligible for a limited number of free technical support cases to help answer your preliminary technical support questions about using Adobe software. Getting Started Support is available for most applications. Support is limited to the current version.

Single User Application Products

Getting Started Support for single licensed applications includes unlimited standard installation¹ incidents submitted to Adobe through the customer support portal or by phone.

In addition, a limited number of complimentary technical support incidents are included. Technical support incidents expire 90 days after first support contact. Technical support incidents cover basic usage questions and troubleshooting unexpected behavior related to documented features. Complimentary technical support incidents do not cover network installations including silent installs, installer configuration and deployment issues. You may use the Adobe customer support portal to submit complimentary technical support cases. Charges apply for Technical support incidents initiated by phone.

Application products include two complimentary technical support incidents. Suite products include four complimentary technical support incidents. The Master Collection includes six complimentary technical support incidents. Click here to log in to the Adobe customer support portal.

Volume Licensing Application Products and Adobe Players

Getting Started Support for volume licensing applications includes unlimited standard installation¹ incidents submitted to Adobe through the customer support portal or by phone.

Getting Started Support for Adobe Players such as Flash Player, Shockwave Player, Adobe Media Player, and Adobe AIR includes unlimited standard installation¹ incidents submitted to Adobe through the customer support portal.

¹Adobe defines standard installation as the process in which the product installation program is extracted from a CD, diskette, downloaded executable, or network drive onto a single computer’s hard drive and the setup program is run to completion in accordance with the authorized installation instructions. A completed installation is determined by the successful first run of the Adobe application .

Acrobat Connect Pro hosted

Adobe provides all the support you need for successful collaboration experiences with Acrobat Connect Pro Hosted. Expert support is included in your subscription price; giving you the added confidence of knowing Adobe is available at any time should you need assistance.

SERVERS, DEVELOPMENT KITS, ADOBE READER¹ AND OEM PRODUCTS

Adobe offers a variety of support options for server products, software development kits, Adobe Reader and products installed by third party original equipment manufacturers. Convenient community collaboration and on-line tools are available 24 hours a day and can be accessed by visiting the Adobe product support centers.

Adobe support programs are tailored to your needs offering technical expertise at every level, multiple communication channels, and flexible program levels that deliver the best return on your investment in Adobe products. Click here for more information on Adobe support progrms.

¹Installation support for Adobe Reader is available by phone until May 15th, 2009.

Terms of support

Target response time²: 4 business hours
Support Policies

²This target response time applies to the lapse of time between initial incident submission and first response from an Adobe Technical Support consultant; it does not apply to the actual issue resolution.