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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

Target response times

4 business hours

Program availability

Customers should verify program availability in their region in the international support centers.

Hours of availability*

(Excluding some statutory holidays, varies per region)

  • All regions, except Japan: Monday through Friday, 6 am – 5 pm, PST
  • Japan: Monday through Friday, 9:30 am - 5:30 pm, Tokyo time

Bronze Support

Target response time

(During normal business hours by region)

  • 4 business hours

Program availability

Customers should verify program availability in their region in the international support centers.

Bronze Support & Adobe Connect:

Hosted Base Entitlement Support

Hours of availability*

(Excluding some statutory holidays, varies per region)

  • US and Canada: Monday through Friday, 6 am - 5 pm, PST
  • UK & Ireland: Monday through Friday, 9 am-5 pm, local time
  • Europe, the Middle East, and Africa: Monday through Friday, 9 am-5 pm, local time
  • APAC: Monday through Friday, 8 am- 5 pm, local time
  • Japan: Monday through Friday, 9:30 am - 5:30 pm, Tokyo time
  • Other regions: Check for program availability in your region in the international support centers.

Gold Support

Target response times#

(During normal business hours by region)

  • Priority 1: 1 hour
  • Priority 2: 2 hours
  • Priority 3: 4 hours
  • Priority 4: 1 business day

Find out more about priority definitions

Program availability

Customers should verify program availability in their region in the international support centers.

Hours of availability*

  • 24x7 support, 365 days per year

Platinum Maintenance and Support

Target response times#

(During normal business hours by region)

  • Priority 1: 1 hour
  • Priority 2: 2 hours
  • Priority 3: 4 hours
  • Priority 4: 1 business day

Find out more about priority definitions

Program availability

Customers should verify program availability in their region in the international support centers.

Hours of availability*

  • 24x7 support, 365 days per year

ADVANTAGE SUPPORT PROGRAM

Target response times#

(During normal business hours by region)

  • Priority 1: 30 minutes
  • Priority 2: 1 business hour
  • Priority 3: 2 business hours
  • Priority 4: 1 business day

Find out more about priority definitions

Program availability

Customers should verify program availability in their region in the international support centers.

Hours of availability*

  • 24x7 support, 365 days per year

Enterprise Developer Support

Target response times

1 business day

Program availability

Customers should verify program availability in their region in the international support centers.

Hours of availability*

(Excluding some statutory holidays, varies per region)

  • All regions, except Japan: Monday through Friday, 8 am – 5 pm, EST
  • Japan: Monday through Friday, 9:30 am - 5:30 pm, Tokyo time

Developer Support Incident Bundle

Target response times

1 business day

Program availability

Customers should verify program availability in their region in the international support centers.

Hours of availability*

(Excluding some statutory holidays, varies per region)

  • All regions, except Japan: Monday through Friday, 8 am – 5 pm, EST
  • Japan: Monday through Friday, 9:30 am - 5:30 pm, Tokyo time

CREATIVE CLOUD MEMBER SUPPORT

Target response times

1 business day

Program availability

Customers should verify program availability in their region in the international support centers.

Hours of availability*

(Excluding some statutory holidays, varies per region)

  • All regions, except Japan: Monday through Friday, 8 am – 5 pm, EST
  • Japan: Monday through Friday, 9:30 am - 8:00 pm, Tokyo time

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.

  • 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.

Note

# Mission-critical support is provided by telephone 24 hours a day, 7 days a week, 365 days a year for Priority 1 issues. Non-critical issues are responded to during standard regional business hours.

* Denotes case intake coverage.