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Adobe Support policies: Service level agreements

At Adobe, we base our response times and the actions we take to resolve your problem on an assessment of the impact of the reported technical issue on your business. The more serious the business impact, the higher the assigned priority. In responding to a customer's service requests regarding Adobe Software, the following priority levels and corresponding response timeframe objectives have been established by program level.

Note: Please note that not all programs are offered on every product, and service levels may vary by product. To see specific information for your product, choose the product from the support programs page.

Getting Started Support

Bronze Support

Silver Support

Gold Support

Platinum Maintenance and Support

Enterprise Developer Support

Mobile Developer Support

Case priority definitions

For the Platinum Maintenance and Support and Gold Support programs, it is you, the customer who identifies the priority level. Accurately prioritizing your technical issue is critical to our mutual success and the following guidelines will assist you in determining the appropriate priority level. When a request is submitted as a high-priority issue, a designated contact will be available to work with the Adobe Technical Support team while we resolve your issue.

• CRITICAL (Priority 1) — the problem results in extremely serious interruptions to a production system. It has affected, or could affect, the entire user community. Tasks that should be executed immediately cannot be executed because of a complete crash of the system or interruptions in main functions of the production system. Data integrity is compromised and the service request requires immediate processing as the issue can result in financial losses. In a desktop application, whether part of, or independent of a solution, the issue is at risk of creating imminent financial losses due to missing critical project deadlines or deliverables. The customer shall call Adobe Customer Support for all critical priority 1 issues.
• URGENT (Priority 2) — the problem results in serious interruptions to normal operations, will negatively impact an enterprise-wide installation, urgent deadlines or at risk. In a production system, important tasks cannot be performed, but the error does not impair essential operations. Processing can still continue in a restricted manner, and data integrity may be at risk. In a pre-production environment, the problem hinders deployment of an enterprise installation. In a desktop application, meeting urgent project deadlines that have a financial impact are at risk. The service request requires timely processing, because the malfunction could cause serious interruptions to critical processes or negatively impact business.
• IMPORTANT (Priority 3) — the problem causes interruptions in normal operations. It does not prevent operation of a production system, or there could be minor degradation in performance. The error is attributed to malfunctioning or incorrect behavior of the software. The issue will affect a pilot or proof-of-concept deadline in a development environment. In a desktop application, meeting important project deadlines may be at risk.
• MINOR (Priority 4) — the problem results in minimal or no interruptions to normal operations (no business impact). The issue consists of "how to" questions including issues related to APIs and integration, installation and configuration inquiries, enhancement requests, or documentation questions.