Adobe Support Policies
Extent of Support
The extent of support provided by Adobe Technical Support differs by product and by support plan; and is limited to documented features and supported system environments unless specifically noted. The following limitations further define the extent of available support:
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Getting Started Support for installation issues and product defects is available. In addition to coverage of installation issues, support for select products is also provided for basic usage questions and troubleshooting unexpected behavior for documented features. Some products come with a limited number of incidents to be used within 90 days of first technical support contact. Support is limited to the current version, plus the previous version for 90-days after the last ship date of that version. Note, fee-based Support plans are available for assistance with products that shipped with your hardware.
To find out which Getting Started Support policy applies to your product, please see Adobe Getting Started Support.
- Paid support plans provide additional entitlements, including an increased number of incidents, reduced response times, as well as basic usage questions and troubleshooting unexpected behavior for documented features. Single incident support is paid for at time of use. Single incident support cannot be purchased for future use.
Gold and Platinum support plans can be customized for an additional fee through Service Enhancements. Service Enhancement availability can be applicable to a program, such as technical account management, or applicable to a product within a program such as a designated contact or on-site support.
Registration
In some cases, Adobe Technical Support requires a registered product serial number when you access our one-to-one support offerings (for example, web-case submission or telephone support). If you have not yet registered your product, please register online at the Product Registration Center.
Supported Products and Versions
Technical support is available for the products and versions described in our Supported Products document.
Definitions of Support
- Incident
- Adobe defines a single support incident as an issue that focuses on one aspect of the product – e.g. use of a specific documented feature of the product or assistance with a specific problem or error message. While this issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and requires an additional support incident. A single support incident may involve multiple phone calls, emails and off-line research. Adobe Support consultants are responsible for determining what characterizes a support incident. Customers are eligible for a refund on single incident charges for product defects and documentation errors.
- Product Defect
- Adobe defines a product defect as a technical aspect or functionality of a product that does not execute and deliver results as documented in the supplied product documentation. Unexpected behavior that can be isolated to a user’s specific configuration or environment does not constitute a product defect. Adobe Technical Support may provide troubleshooting suggestions for unexpected behavior in these cases; however Adobe is not responsible for the resolution of any such behavior. An issue is recognized as a product defect only after it has been reproduced in steps provided by the customer and has been confirmed by an Adobe Support consultant.
- Documentation Error
- Adobe defines a documentation error as inaccurate information or instruction provided in the documentation accompanying the product. Accompanying documentation includes user manuals, Release notes, README files, and Adobe product support site document and TechNotes. Adobe does not provide support or assume responsibility for any reference materials published by Adobe Press in association with PeachpitPress
- Installation
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Adobe defines 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. Standard installation does not include network installations or silent installs to a network Environment
- Network Configuration and deployment
- Adobe supports installation and deployment of Adobe software on a network using Tuner, WMI, SMS, and other network installation technologies certified by Adobe.
- Product Features and How to’s
- Adobe supports product use, including commands, menu items, and core features outlined in the User Guide and online Help.
- Interoperability (basic)
- Adobe supports the use of multiple Adobe products in a workflow, including product, file, and process troubleshooting for file types and applications that have been certified by Adobe to work together.
- Interoperability (Adobe Desktop and Server Products)
- Adobe provides the standard interoperability support plus support for connections between Adobe products, between products and the operating system, and between products and required technologies such as databases and web servers. Support includes set up and configuration of Adobe products, but does not include configuration of third-party technology.
- Scripting in Documents Scripting & Automation (ie. JavaScript, VBScript)
- Adobe supports default scripting features (actions) included in Adobe products. Support includes troubleshooting (debugging) of scripts, steps, and expected behaviors of code provided with or generated by the Adobe application, but does not include creation or troubleshooting of user-authored code.
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- Application Scripting & Integration
- Adobe supports application scripting and integration with certified third-party servers and other technologies. Support includes troubleshooting the script used to extend the functionality of core product features and may include samples to illustrate required capabilities; support does not include writing, troubleshooting or approval of production-ready code.
- Code Samples
- Adobe supports code samples contained within the product and sample lines of code provided to a specific customer by a Support Consultant to illustrate desired capabilities; Adobe does not support code samples posted to an Adobe knowledgebase or user forum, and Support Consultants will not write or provide production-ready code.
- Advanced Issue
- Advanced issues include software development, network installations including silent installs, installer configuration and deployment issues, and issues associated with server technologies.
Resolution of Issue
Once an issue is accepted as being within the extent of technical support (as described at the top of this page), resolution of a technical support issue shall be defined as accomplishing any one of the following:
- Providing a reasonable solution to the issue
- Providing a reasonable work-around to the issue
- Determination by Adobe that the issue is an enhancement request and forwarding the request to Adobe Product Management for future consideration
- Escalation by Adobe Technical Support of the incident/product defect to Adobe Engineering for review.
Adobe Technical Support will make reasonable efforts to resolve the issue but Adobe cannot guarantee that every issue will be resolved.
Support for Serious Magic products
Customers with Serious Magic branded products will receive complimentary support until March 16, 2007. After the initial period of complimentary support has ended, the Adobe Getting Started Support policy will apply. Customers are eligible to purchase Bronze single incident and 5-pack support starting January 18, 2007. Support for Serious Magic branded products will end on December 14, 2007.
Customers with Serious Magic products branded by Adobe will receive free support until March 16, 2007. After the initial period of free support has ended, the Adobe Getting Started Support policy will apply. Customers are eligible to purchase Bronze, Silver and Gold support for all Adobe branded products previously sold by Serious Magic.
Exceptions
- Support for Vlog It! and Ovation is available.For support options, visit the support programs page.
Renewal Information
Adobe released new support plans during 2006 with feedback gathered from the Adobe user community and is now available on a wider range of products with new features to help you be successful.
As you look into renewing your support contract, we invite you to first identify the support program that best meets your need. Once you identified the appropriate support plan, we recommend you follow the instructions available for purchase outlined on our web site. Alternatively, if you purchased your initial support plan through a reseller, we recommend you first contact them to confirm that they can process your order. At any time, do not hesitate to contact an Adobe Customer Service Representative for help at 1-800-833-6687.
Discontinued Support Programs
The following support plans are no longer available for purchase as of September 25, 2006. Any existing contracts will be honored through their term, and upon renewal will be transitioned into a new and comparable offering.
Discontinued programs are:
- Product Expert
- Solution Expert
- Solution Expert for WG
- Solution Expert for WG 20 Users (North America Only)
- Jumpstart
- Macromedia Bronze for Tools
- Macromedia Bronze for Server
- Macromedia Bronze All
- Macromedia Silver Tools & Server
- Macromedia Gold Server Combo or All
- Macromedia Gold Tools
- Macromedia Gold Server
- Standard
- Premium
