Adobe Support programme

Adobe is committed to offering global customers a worldwide technical support programme with comprehensive support plan offerings. These technical support plan offerings are designed to help you get the answers you need, when you need them, maximizing your Adobe investment!

World-class expertise at your disposal will help you deploy faster, minimize downtime, and accelerate solution adoption. Support programs can also help you manage costs, lowering your IT expenses and total cost of ownership, so you get the greatest value from your investment in Adobe products.

Adobe's plans offer a variety of support channels, including the web, e-mail, telephone, and online knowledge bases. Optional service enhancements to your Platinum or Gold program provide additional tailored services.

Find a support offering that's right for you:

To maximize the value of your Adobe products, you need timely support expertise, whether you're an IT manager dealing with document archiving and compliance, a graphic designer juggling files and applications to complete a project, or a marketing director managing collateral for a product launch. With Adobe's range of flexible support programs, you get the level of help you need to meet your business objectives.

Choose from the below:

Bronze support - for Hobbyists

If you are a hobbyist or consumer, the Adobe Bronze support program is designed for you. The Bronze support program extends the benefit of basic installation support that comes with your Adobe products. Get help from trained support technicians with installation, basic upgrades, and troubleshooting issues. The Bronze program has no annual contract. Incident-based support can be purchased per incident or in five-incident bundles.

If you consider yourself a hobbyist and the below statements apply to you, bronze support is the plan for you.

  • The main Adobe products I use are: Desktop tools, such as Acrobat and Photoshop
  • I need access to support: Maybe 1-5 times
  • I've installed but still need some guidance
  • Number of contacts needing support: 1
  • It's okay if I receive a response in: 4 hours
  • I would use support during core business hours
  • I do not need to bundle my maintenance and support
  • I do not need to customize my support plan
  • I would need phone and web support access

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Silver support - for Creative Professionals

The Adobe Silver support program is ideal if you are a creative professional or knowledge worker looking for support for an unlimited number of incidents. For an annual fee, the Silver program offers support for an unlimited number of cases, making your support costs predictable over a 12-month period. Designated customer contacts get access to support expertise within approximately three hours of initiating a support request. Incidents may range in complexity from basic troubleshooting to more complex business-specific issues.

If you are a creative professional and the below statements apply to you, silver support is the plan for you.

  • The main Adobe products I use are: Creative desktop tools, such as Creative Suite and Studio
  • I need access to support: Regularly
  • I need help with intermediate issues
  • Number of contacts needing support: 2
  • It's okay if I receive a response in: 3 hours
  • I would use support during core business hours
  • I do not need to bundle my maintenance and support
  • I do not need to customize my support plan
  • I would need phone and web support access

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Gold support - for Corporate Users

Are Adobe products critical to your business? Will you want assistance with advanced interoperability issues, or help with network configuration and deployment of Adobe products, including Adobe server products?

The Adobe Gold support program offers up to three designated technical contacts from your organization direct access to senior-level Adobe consultants. An annual contract is required and includes unlimited cases with approximately two-hour response times, and support for help desks and broad corporate deployments. Defined service levels help Adobe prioritize resolution efforts on the most important incidents affecting your business.

The Adobe Gold support program makes it easy to obtain the support expertise you need—from advanced configuration and deployment issues to troubleshooting techniques tailored to your Adobe solutions and business. The annual fee lets you manage your support costs, while optional service enhancements allow you to extend and customize your support program as needed.

If you are a Corporate User and the below statements apply to you, gold support is the plan for you.

  • The main Adobe products I use are: A mix of desktop tools and servers, such as Acrobat and ColdFusion
  • I need access to support: Frequently
  • I need help with some advanced issues
  • Number of contacts needing support: 3
  • It's okay if I receive a response in: 2 hours
  • I would use support during core business hours
  • I do not need to bundle my maintenance and support
  • I would like to customize my support plan
  • I would need phone and web support access

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Platinum support - for Enterprises

Extend the value of your investment in Adobe solutions

Your organisation has made significant technology investments in business critical applications to help streamline operations, improve customer service and enhance your competitive edge. Maximizing the potential of your investment depends on how effectively you can put the technology to work. By minimising application downtime, you can reduce maintenance costs while focusing your resources on new business opportunities.

Adobe Platinum Maintenance and Support provides the technical and operational expertise to help you get the most out of your Adobe solutions. Through a proactive and flexible support program, Adobe Platinum Maintenance and Support helps keep your strategic applications running smoothly so that you can focus on your business.

If you are an Enterprise User and the below statements apply to you, platinum support is the plan for you.

  • The main Adobe products I use are: Enterprise servers, such as Breeze and LiveCycle
  • I need access to support: At a moment's notice
  • I need help with elite technical issues
  • Number of contacts needing support: 4
  • It's okay if I receive a response in: 1 hour
  • I need support during extended hours, not just business hours
  • I would like to bundle my maintenance and support
  • I would like to customize my support plan
  • I would need phone and web support access

Learn more

View the service enhancements

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For Questions or Advice contact: Diarmuid

Vendor website: www.adobe.co.uk