The Adobe Service Commitments below describe Adobe’s service availability for the Products and Services set forth in the Sales Order, provided that the relevant Service Level Agreement (and applicable Addendum or Exhibits) are either (1) specifically referenced in, or (2) attached to the applicable Sales Order (or other ordering document). For clarity, the Service Legal Agreement attached to a Sales Order and/or license agreement is not modified by this link. The Service Commitments outlined herein only apply if a direct reference to this URL is included in an Agreement.

 

Unified SLA

 

Agreement

Effective Date

Unified SLA

List of Covered Services: 

  • Adobe Analytics Select, Prime and Ultimate (except as excluded) (“Analytics”);
  • Adobe Audience Manager (“AAM”);
  • Adobe Advertising Cloud (“Advertising Cloud”);
  • Adobe Campaign Standard (“Campaign”);
  • Adobe Campaign Managed Cloud Services;
  • Adobe Commerce on Cloud (Production Environment only) (except as excluded);
  • Adobe Commerce on Managed Service (Production Environment only) (except as excluded);
  • Adobe Connect (“Connect”):
    • Connect On-demand Services;
    • Connect Managed Services;
  • Adobe Experience Platform (“AEP”):
    • AEP Intelligence;
    • Customer Journey Analytics Prime, Select and Ultimate;
    • Journey Optimizer Prime, Select and Ultimate;
    • Profile Orchestration
    • Offer Decisioning;
    • Real-time Customer Data Platform (including the B2C, B2B and B2P Prime and Ultimate Editions);
    • Real-time Customer Data Platform Connections;
  • Adobe Experience Manager Assets Essentials (“Assets Essentials”);
  • Adobe Experience Manager Brand Portal;
  • Frame.io ("Frame”)
  • Adobe Learning Manager;
  • Marketo Engage (“Marketo”);
  • Adobe Primetime (“Primetime”):
    • Primetime Authentication;
    • Primetime Concurrency Monitoring for MVPD;
    • Primetime Concurrency Monitoring for Programmer Provider;
    • Primetime Ad Currency Optimisation;
    • Primetime Ad Insertion;
    • Adobe Primetime TVSDK;
  • Adobe Acrobat Sign Solutions for Enterprise (“Acrobat Sign”);
  • Adobe Target (except as excluded) (“Target”);
  • Workfront

27 Jul. 2022

SLA Addenda: Covered Services are as listed in the applicable SLA Addendum

 

Addendum

Effective Date

Actionability

List of Covered Services:

  • Adobe Connect (“Connect”):
    • Adobe Connect On-demand Services;
    • Adobe Connect Managed Services;
  • Adobe Commerce on Cloud (excluding Advanced Reporting and Commerce Integration Framework);
  • Adobe Commerce on Managed Service (excluding Advanced Reporting and Commerce Integration
    Framework);
  • Adobe Developer App Builder;
  • Adobe Experience Manager as a Cloud Service components (“AEM as a Cloud Service”):
    • AEM as a Cloud Service Author Tier;
    • AEM as a Cloud Service Publish Tier;
  • Adobe Experience Manager Assets Essentials (“Assets Essentials”);
  • Dynamic Media Classic;
  • Dynamic Media;
  • Personalised Media;
  • PDF Services API;
  • Adobe Primetime (“Primetime”):
    • Primetime Ad Currency Optimisation;
    • Primetime Authentication;
    • Primetime Concurrency Monitoring for MVPD;
    • Primetime Concurrency Monitoring for Programmer Provider;
    • Primetime Ad Insertion;
  • Adobe Target (“Target”)

06 Jun. 2022

AEM Managed Services

17 Dec. 2021

API

Covered Services:

  • Adobe Audience Manager (“AAM”);
  • Adobe Experience Platform (“AEP”);
    • AEP Intelligence;
    • Journey Optimizer Prime, Select and Ultimate;
    • Offer Decisioning;
    • Real-time Customer Data Platform (including the B2C, B2B and B2P Prime and Ultimate Editions);
    • Real-time Customer Data Platform Connections and,
  • Adobe Primetime Authentication

27 Jul. 2022

Campaign Standard Actionability

17 Dec. 2021

Campaign Managed Cloud Services

22 Feb. 2022

Data Collection

Covered Services:

  • Adobe Analytics Select, Prime and Ultimate (excluding Analytics Foundation Packs and Adobe Analytics for Streaming Media) (“Analytics”);
  • Adobe Advertising Cloud (“Advertising Cloud”);
  • Adobe Audience Manager (“AAM”);
  • Adobe Experience Platform (“AEP”):
    • AEP Intelligence;
    • Journey Optimizer Prime, Select and Ultimate;
    • Profile Orchestration;
    • Offer Decisioning;
    • Real-time Customer Data Platform (including the B2C, B2B and B2P Prime and Ultimate Editions).

27 Jul. 2022

Master SLA

 

Agreement

Effective Date

Master Service Level Agreement

List of Covered Services: 

  • Campaign Cloud Messaging
  • Campaign Transactional Messaging
  • Campaign Managed Services

5 Dec. 2016

Service Level Exhibits

 

 

Product

Effective Date

Campaign Cloud Messaging

29 Aug. 2017

Campaign Transactional Messaging

29 Aug. 2017

Campaign Managed Services

29 Aug. 2017

Looking for an older version of our Legacy Service Level Commitments (Legacy Unified SLA, SLA Addenda, Master SLA and/or SLA Exhibits)?