EXPERT SUCCESSThe Expert Success plan—included with all Adobe Experience Cloud licenses—gives you 24X7 access to expert
care for technical troubleshooting and guidance on your critical business issues. It also lets you tap into our selfguided resources, exclusive best practices, and an online community of Adobe experts & peers to independently
find potential solutions.

What you get
24x7 online support
Seek instant expert help on our web portal or chat for answers or help with case submission.
Upskill with guided learning resources
Explore the Experience League and forums to expand your knowledge with product documentation,
potential case solutions, troubleshooting videos, and best practices.
Fast track urgent cases with priority-based scheduling
Our pre-defined SLTs for phone support schedule your issues by priority, ensuring that your mostcritical issues are resolved first.
Expert care, just a phone call away
Call our experts any time, any day for your most urgent (P1) issues..
Expert pods for rapid resolution
Global teams are structured in ‘Pods’ with experts from various backgrounds pulled together toprovide the fastest resolution on any given issue.
Maximize uptime with unrestricted technical support
Raise unlimited support tickets, get proactive alerts on outage, and get faster resolution throughprioritized escalation management.

Overview of featuresFeature

Support channels

Description

Expert Success plan
(Included with license)

Ultimate Success plan(Paid)

Online24x7

PersonalizedPhone

24x7 (P1 issues)
Business hours (P2-P4)

PrioritizedExperience LeagueForums•••Pooled team of support engineers •Designated Technical Account Manager
Designated Customer Success Manager
Designated Support Services Manager
Pooled team of technical engineers
and strategic experts delivering SuccessAccelerators• Pooled team of support engineers

Success teamTechnical support

Proactive business+ technical success

Service level target

Outage management

Standard

Prioritized

P1

24x7

24x7

P2

Business hours

24x5

P3

Business hours

24x5

P4

Business hours

Business hours

Escalation management

PooledDesignated expert

Value and adoption activity

 (Limited to 1 activity)

Upgrade & migration reviews

Environment review

Release preparation & review

Key event planningEnablement planning

Aligned multi-layered roadmaps

Best practices and industry guidance

Mutual Action Plan

Initial response times

StandardPreferredSuccessAccelerators

Add-ons(chargeable)

Use case & KPI development

Solution learning journey creation

Mentor Sessions



Tool & feature governance strategyStrategic roadmap development

Workflow optimization & governanceLaunch advisoryUpgrade & migration readiness

Solution troubleshootingSolution and adoption review



Event planningTechnical Account Director

Event ManagementAdvanced Cloud SupportMentor Sessions

IncludedDeveloper Boost

IncludedPriority Queue Bundle

Included

Speed of initial response
Priority

ExpertUltimate

1 hr (24x7)

15 mins (24x7)

2 hrs (Business hours)

30 mins (24x5)

4 hrs (Business hours)

1 hr (24x5)

1 day (Business hours)

1 day (Business hours)

PRIORITY 1
Customer’s production business functions are down, or have significant data
loss, or degradation of services; and immediate attention is required to restore
functionality and usability.
PRIORITY 2
Customer’s business functions have major service degradations or potential data
loss, or a major feature is impacted.
PRIORITY 3
Customer’s business functions have minor to no degradation of services with asolution/workaround allowing business functions to continue.
PRIORITY 4
General question regarding current product functionality or an enhancement
request.

Success add-ons
5 success add-ons are available to supplement your Expert Success plan. You can choose one or more add-ons toreceive enhanced support and maximize value.
Event Management
End-to-end leadership and support required to manage the entire lifecycle of your key events such as
go-lives, campaigns, product launches, rollouts etc.
Advanced Cloud Support
Top-tier care and value assurance for Adobe Experience Manager customers to speed up yourtransition to the cloud.
Mentor Sessions
Skill-based learning in a just-in-time training method—with focus on demonstrating best practices,
product feature overviews, simple how-to’s, and walkthroughs.
Developer Boost
Access to field engineering experts that can assist with solution troubleshooting, aligning to bestpractices, and answering questions related to development.
Priority Queue Bundle
Subscription add-on that bundles Priority Queue (skip to the front of the line), Mentor Sessions, andDeveloper Boost together to help maximize performance and learning.

To learn more about Adobe Success plans, contact your Adobe representative orCustomer Success Manager.

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