Adobe Service Level Agreement

Support services for each product are limited to the hardware, platforms and operating systems mentioned in the product system requirements documentation. Adobe has the right to modify or cease the manufacture and development of any of the products and support available for these products at any time, provided Adobe agrees not to discontinue product support for the customer`s paid support period, subject to termination clauses in the end-user license agreement between the customer and Adobe. or these terms and conditions. Under no circumstances do such changes in support during the customer`s support period at the time result in: (a) decreased support of the level of assistance specified in it; (b) significantly reduced obligations for Adobe; or (c) significantly reduced customer fees. Adobe will make significant changes to eligible support services available to the customer sixty (60) days before written notification. Adobe will do everything in its power to confirm receipt of the service request within the target response time. Adobe will make appropriate economic efforts to diagnose and remedy the problem, which could take the form of eliminating the shortage, updating or demonstrating how to avoid the effects of the shortage with an economically reasonable effort. Despite Adobe`s reasonable efforts, not all problems can be solved. Processing time begins with the date and time Adobe`s customer service team confirms receipt of the service request. If the service request cannot be resolved within an economically reasonable time, the service request may be degenerated within the Adobe Customer Care organization.

The technical contact indicated by the customer must be available to work with Adobe Customer Care, while Adobe is in the process of resolving the service request. To the extent that they are available for a product, customer-appointed technical support contacts can arrange expert service appointments, which consist of up to 30 minutes of telephone advice regarding product workflows and best practices. Customers can contact Adobe Customer Care to find out if such appointments are available for a particular product. The following provision applies: purchase of on-demand maturity licenses, on-demand services and management services, as well as indeterminate on-premise license purchases only if the customer is registered in a maintenance and support program. As is the case here, upgrades mean an upgrade to a product that consists of a new version of the product, or a modification or improvement in the performance or functionality of the product that are available in the current version of that product.

Comments are closed.