There is no higher value than the safety of our employees and our customers. Adobe is monitoring the COVID-19 situation closely and taking the necessary precautions to ensure the safety of our employees around the world, while proactively driving business continuity plans to ensure that we continue to deliver for our customers.
We have received some questions about Adobe’s business continuity approach and want to keep all our customers equally informed, so we are sharing the answers to those questions to all our customers.
Will the delivery of Adobe Captivate Prime be affected?
Adobe has a Global Safety & Security Contagious Disease Preparedness Plan in place that we are actively applying. The plan outlines a comprehensive risk management and response framework in the event that a contagious disease impacts Adobe personnel, facilities or operations. At this time, Adobe Captivate Prime service remains unimpacted by the COVID-19 situation and we fully expect to continue to serve your valued business without any interruption. Our systems and processes are built and continue to be re-validated, to be handled remotely which helps ensure our ability to continue to operate our solutions throughout the duration of this situation.
How will Adobe continue to maintain commitment of products and services to our customers?
Adobe is monitoring the COVID-19 situation closely and taking the necessary precautions to ensure the safety of its employees around the world, while proactively driving business continuity plans and working with our partners to ensure that we continue to deliver for our customers. We are abiding by all national and local rules and restrictions and have aligned to the international standard (ISO 22301) that specifies requirements for setting up and managing an effective Business Continuity Management System.
What action and response plan has Adobe undertaken to mitigate COVID-19 risks which could directly impact ability to deliver and operate for our customers?
All Adobe employees have been informed of the guidance on exercising prevention measures issued by the World Health Organization (WHO). Adobe is further taking pro-active measures to minimize risk by putting in place travel restrictions and finding alternative ways to drive our business operations. All Adobe employees worldwide have access to secure remote working technology and collaboration tools, enabling them to continue to work should they be unable to come into an office.
How will customers be updated on any changes in services or engagements?
Should there be any changes to your services or the engagement model, your Adobe point of contact will notify you immediately. You can reach your dedicated CSM through all your existing mechanisms. You can reach us by email at firstname.lastname@example.org or through the Adobe Support Helpline at the following toll-free numbers:
United States: 866-335-2256; Canada: 866-335-2256; UK: 0800-032-9541; Australia: 1-800-236-207; New Zealand: 0800-445-429 - Choose Option 8, followed by Option 1, when prompted, to reach the Captivate Prime Support team.
We have some additional information also posted here that you can share with your business partners as needed.
We are prepared to help you navigate through this time, please reach out to me if you have any questions or need additional information.