ADOBE

ENTERPRISE CUSTOMER
RESOURCE GUIDE
As an Adobe Enterprise Customer, we recognize you've invested
your time, resources, and money in Adobe apps and services.
You've put a lot of confidence in us. In turn, we want to deliver
the value and quality you expect from this investment. We do
this by providing you with access to the experts, resources,
and support you need before, during and after you sign your
Adobe enterprise term license agreement (ETLA). We consider
this a strategic partnership, and look forward to getting you
deployed, trained, and supported—throughout the term of
your agreement.

Adobe Enterprise Customer Resource Guide 2

As an Adobe Enterprise Customer, you're entitled to:
Onboarding
On Day One, let our specialist
help you get your Adobe apps
and services packaged and
deployed. We’ll show you why
and how to use the Adobe
Admin Console to simplify
managing your Adobe apps
and services entitlements and
deployments.
Expert Services
Schedule unlimited 30-minute
sessions with Adobe experts to
discuss IT related topics or for
your users to discuss product
related topics such as new and
specific features.
Support
Alert our customer Enterprise
Customer Care team if/when
you have any issues, questions
or cases. Our team will handle
all requests in a critical and
thoughtful way.
Newsletters
Every quarter, receive
announcements, news and
updates on your Adobe apps and
services. We have three separate
newsletters, one for IT, one
for Creative Users, and one for
Knowledge Workers.
Anniversaries
Learning
An Enterprise Term License
Offered both in-person and
Agreement (ETLA) lasts three
online, we cover both your IT
years, and based on when the
teams and your end users.
agreement is signed, we consider
that your anniversary date. We
ask for a check-in every year so
we can understand your needs
as well as walk you through
your obligations. We’ll also work
Community closely with you at the end of the
Join our online community term to renew your agreement
forums for enterprise customers and meet your future needs.
and talk with other enterprises,
our Adobe experts, and industry
experts.
Stories
Share your vision, strategy and
story with your colleagues and
peers. Your organization has
been a trail blazer and should be
recognized in the industry.
Adobe Enterprise Customer Resource Guide 3
 Adobe Enterprise Onboarding Program
Onboarding The Adobe Enterprise Onboarding
program provides everything
Expert Services
enterprise customers need to
Support get up and running quickly and
efficiently to achieve their business
Newsletters goals, and maximize the value and
Learning benefits of Adobe products
and services.
Community
Our team of onboarding
Stories specialists offer personalized, one-
on-one sessions to successfully
Anniversaries
plan, configure, deploy and
manage Adobe solutions and
realize faster time to value. We
partner with you at every step
of the way from purchase to
deployment, and ensure access
to tools, resources and support
services available to help you
realize the full potential of your
Adobe solutions. Here’s what to
expect in the coming weeks:
Step 1: Schedule • Simplify and centralize
administration using the
your Onboarding
Adobe Admin Console
Welcome Call • Manage your licenses and
New and renewing customers users with accuracy and
control
automatically receive an email
invitation to join the Onboarding • Configure, package and deploy
program and schedule their desktop apps to your users
• Provide secure and
Welcome call—or you can
schedule a Welcome call directly customized access to cloud
using this form: services
http://adobe.ly/adminconsole • Increase user productivity with
services like collaboration,
During your call, we’ll discuss your
storage, and workflow and
specific goals and share strategies,
easy electronic signatures
tips, and tools available to help
you plan and deploy Adobe • Open and track support cases,
products within your organization, and connect to expert services
including how to: (if eligible)
• Ask questions and get advice,
tips, and resources specifically
for you
Include everyone involved in
deploying or managing Adobe
products in your Welcome call
so you have all the information
and details you need to begin
deploying your Adobe solutions.
Adobe Enterprise Customer Resource Guide 4
 Onboarding Step 2: Configure and
Expert Services Deploy your Adobe
Support Solutions
After your Welcome call, we
Newsletters
partner closely with you and
Learning your teams to ensure you have
everything you need to configure,
Community
deploy and manage Adobe
products and services for your
Stories
users. We can schedule more
Anniversaries in-depth deployment calls if you
need more technical advice, and
periodically check in with you
until you’re successfully deployed.
Whether it’s specific technical
questions or issues, or general
advice and best practices, we’ll
make sure you get the technical,
support, and product experts to
help you get up and running.
Step 3: Access Technical
and Support Resources
Once you’ve successfully
completed the Onboarding
program we’ll introduce you to
all of the great Enterprise Support
teams, resources, and services
available to help you get the most
out of your Adobe solutions. You
can:
• Join the Adobe community
and post questions and get
answers from experts.
Join now >
• Search the Knowledgebase for
popular troubleshooting and
how-to resources.
Search now >
• Access Enterprise Support or
schedule an Expert Services
session (if eligible).
Learn more >
Adobe Enterprise Customer Resource Guide
Our product and support experts
partner with you to work through
any issues and get you the help
you need—whether it’s through
phone, chat, self-service, or online
communities.
Get Started with Adobe.
Schedule your free
Enterprise Onboarding
call now.
Take advantage of the Adobe
Enterprise Onboarding program
and schedule your free, one-
on-one onboarding call with
our experts today to get up and
running quickly, and maximize
the value and benefits of your
Adobe products and services:
http://adobe.ly/adminconsole
5
 Adobe Expert Services

Onboarding Anyone with a Creative Cloud for Typical sessions can include topics
enterprise account has access to like explanation of new features
Expert Services schedule an unlimited number of within a new release, best practices,
Support learning sessions with Adobe advice for complex tasks, and
Expert Services. typical workflows used between
Newsletters multiple Adobe applications.
Each session consists of a
Learning 30-minute phone call, scheduled Creative Cloud for enterprise
by appointment, with one of our customers can schedule an
Community
Expert Services support staff, Expert Services session from the
Stories targeted to your organization’s Admin Console (if your account
location. administrator has enabled this
Anniversaries functionality) or by emailing
Expert Services sessions are expert-service@adobe.com.
designed to be one-on-one or
one-to-many sessions, using
screen sharing software if needed,
that allow Adobe to walk through
complex or new workflows in the
Creative Cloud and Document
Cloud software.

Adobe Enterprise Customer Resource Guide 6

 Onboarding Adobe Expert Services can discuss, demo and advise on new releases and specific features for:

Expert Services
Creative Topics Knowledge Worker Topics IT Topics
Support
• Using Typekit Fonts • Making, Combining, Editing and • Using Creative Cloud Libraries
Newsletters
• Using Adobe Stock Exporting PDF Files • Syncing files to Creative Cloud
Learning • Photoshop • Automating Tasks with Actions
• How to License Creative Cloud
Community • Illustrator • Commenting and Review
• Creative Cloud Deployment &
• InDesign • Creating Forms installation
Stories
• Lightroom • Supporting PDF Standards
Anniversaries • Package and Deploy Acrobat with
• Dreamweaver • Preflighting Documents the Customization Wizard
• Muse • Working with Signatures
• Remote Update Manager and
• Animate • Redacting PDF Documents Update Server
• Premiere Pro • Scanning and OCR • Single-Sign-On Configuration
• After Effects • Adding Document Security and
• Admin Console Overview
• Acrobat Pro Watermarks
• Enterprise/Federated ID Overview
• SpeedGrade • Adding Accessibility Features
• Software Tracking
• Media Encoder
• Migrate Content from Previous CC
account

Adobe Enterprise Customer Resource Guide 7

 Dedicated Enterprise-level Customer Care

Onboarding Stay productive with our comprehensive technical and usage support available for Document Cloud for enterprise,
Creative Cloud for enterprise, and other products within Enterprise Term License Agreements (ETLAs).
Expert Services
To reach support, call 800-685-2950 or schedule support cases via the Admin Console.
Support

Newsletters Contract Period Duration of the ETLA

Learning Number of Incidents
Community Authorized Contacts
Technical Support Incidents Unlimited
Stories
Expert Services Sessions
Anniversaries
Hours of Coverage
Target Response Times
Priority 1: 30 minutes
Urgent (P 2): One hour
Important (P 3): Four hours
Minor (Priority 4): 1 day
Service Scope
Console Support Portal
Unlimited technical support incidents
Up to ten nominated administrators for the ETLA
Unlimited
24 hours a day, 7 days a week, 365 days a year (English)
P1: The problem results in extremely serious interruptions to a
production system.
P2: The problem results in serious interruptions to normal operations and
could negatively impact an enterprise-wide installation or urgent deadlines.
P3: The problem causes interruptions in normal operations
P4: The problem results in minimal or no interruptions to normal operations.
• Download, installation, and deployment support
• Troubleshooting of unexpected errors or behaviors
• Self-help resources: Adobe monitored forums and Knowledgebase
I ntegrated support access to Adobe Specialists in the Admin Console for account
administration, troubleshooting, or Expert Service requests.

Adobe Enterprise Customer Resource Guide 8

 Newsletters

Onboarding Adobe Insider newsletters allow Document Insider To sign up for one or all three
us to share the latest tips & tricks, Insider Newsletters, visit
Expert Services • Make the most of Acrobat DC
news updates, features, new http://www.adobeinsidernews.com
Support products, patches, and more with and Adobe Sign
our enterprise customers. We aim • View tutorials on creating
Newsletters to simplify and consolidate our and editing PDFs
communication to you, so we send
Learning • Find out how to use
these newsletters quarterly. We
Community have three versions—one for IT, Acrobat to save time
one for Creative teams and one for • Discover a digital workflow
Stories Knowledge workers. with Adobe Sign
Anniversaries
Creative Insider IT Insider
• Get tips and tricks • Keep up with licensing,
for all the CC apps security and more
• Learn about free • Access technical
Expert Sessions documentation and support
• Find ways to streamline • Find best practices for
creative workflows managing Adobe licenses
• Learn how to create mobile- • Learn how to deploy and
optimized content manage Adobe tools

Adobe Enterprise Customer Resource Guide 9

 Learning

Onboarding Let us help you to take your Instructor Led Training

business to the next level through
Expert Services Adobe Digital Learning Services
our learning and enablement
solutions. helps transform your creative
Support
experiences through in-person
Newsletters skills and enablement programs.
On-Demand Training
Contact us today and we can work
Learning Learn at your own pace and in with you to create and deliver
Community your own time with Adobe Learn. learning specific to your needs.
Adobe Learn provides free access
Stories You can also contact one of our
to libraries of tutorials, projects
extensive network of Adobe
and articles supporting all Adobe
Anniversaries Authorized Training Center
products. From beginner to
partners. Just search based on
advanced levels, Adobe Learn
your location and/or product
contains thousands of multimedia
expertise.
items in over 30 languages.

Adobe Enterprise Customer Resource Guide 10

 Community & Forums

Onboarding The Adobe Community Forums Additionally, you may find our These forums are monitored
are an outstanding resource product-specific forums valuable by both Adobe Staff and
Expert Services available to your organization in the event you’re looking for members our Adobe Community
Support for assistance with virtually any advice with how-to or other Professionals (ACP) program.
technical support topics. troubleshooting questions: They’ll gladly assist you with any
Newsletters To get started: questions you may have about
• Creative Cloud getting Creative Cloud and/or
Learning 1. Visit • Document Cloud Acrobat deployed within your
https://forums.adobe.com/ • Acrobat DC
Community organization.
2. Click ‘Sign In’ from the top • Acrobat Reader DC
Stories navigation bar. For a full list of all our Adobe
• Adobe Stock
3. Enter your Adobe ID Forum Communities please visit:
Anniversaries • Photoshop CC
credentials and you’re on https://forums.adobe.com/
• InDesign CC welcome
your way.
• Illustrator CC
Some enterprise-specific forums • Dreamweaver CC We also offer a comprehensive
that might interest you include: help & resources section for using
• Adobe Muse CC
our forums where you can learn
• Creative Cloud Enterprise • Animate CC
helpful insights on how to ask
Deployment Forum • Lightroom CC questions for the fastest resolution
• Acrobat & Reader Enterprise • Premiere Pro in additional to guidelines and
Deployment Forum • After Effects FAQs to make the most of your
community experience.

Adobe Enterprise Customer Resource Guide 11

 Adobe Customer Reference Program
Onboarding The Adobe Customer Program Program benefits include:
provides opportunities to tell your
Expert Services • Professional growth
story of business success achieved
opportunities with catered
Support through innovation with Adobe
speaking engagements
technology.
Newsletters
• Thought leadership visibility
Program participants come from a
leveraging Adobe PR, social
Learning variety of industries and hold a range
media, and community outlets,
of positions from senior managers to
Community such as CMO.com
senior executives.
• Featured promotion within
Stories
our Adobe.com Customer
Anniversaries Showcase:
• Adobe is ranked #68 on
Interbrand’s top global brands
• Adobe.com is one of the most
highly trafficked websites
globally, with more than 25
million visitors monthly*
• Peer-to-peer networking
opportunities
• Stronger relationships with
Adobe leadership to discuss
future product enhancements
to help your business
*According to Compete.com
Adobe Enterprise Customer Resource Guide
What’s involved?
The Adobe Customer Program team
works with you to identify program
activities that align with your short-
and long-term interests. We strive to
offer opportunities that meet your
goals; we don’t expect a one-size-
fits-all program commitment.
Activities may include:
• Adobe customer success stories
or featured customer videos
• Interviews with press, industry
analysts, and potential Adobe
customers
• Nomination for industry
awards and featured
speaking engagements at
industry events
We welcome participation in our
program and would love to hear
your story. For more information,
please send an e-mail to custref@
adobe.com or visit us online at our
Customer Showcase:
http://www.adobe.com/
customershowcase.html
12
 Anniversary Dates / Check-Ins
Onboarding Throughout the duration of your
enterprise term license agreement,
Expert Services we want to be in constant
Support communication with you and have
regular check-ins. At a minimum, we
Newsletters would like to hold a review with you
annually. From Adobe, you’ll meet
Learning
with your Adobe team—
Community which includes an Account
Executive and a Solution Consultant,
Stories and for many accounts, a Customer
Anniversaries Success Manager and an internal
Adobe Champion.
Prior to the annual anniversary,
we will alert you. As part of this
review and as your obligation
per the enterprise term license
agreement, we ask you provide us
with deployment information 90
days in advance of your anniversary.
This will allow us to help you get an
understanding of your needs, and will
help us be more productive when
building the following year plan.
Adobe Enterprise Customer Resource Guide 13
 Timeline for Payments and Check-Ins
Year 1 Year 2 Year 3
Day -1 Day -1: Agreement Signed Check In Check In
Onboarding Day 0 Day 0: Customer Sends
Adobe PO
Expert Services
Day 1 Onboard Sign up for
Support Newsletters
Newsletters Day 90 Receive Quarterly Newsletter Receive Quarterly Newsletter Receive Quarterly Newsletter
(3 Months)
Learning
Day 180 Adobe reaches out about Adobe reaches out about Adobe reaches out about
Community (6 Months) deployment data required deployment data required deployment data required
Day 270 Customer emails Adobe Customer emails Adobe Customer and AE discuss
Stories
(9 Months) deployment data to deployment data to next steps for next three years
Anniversaries elatrueu@adobe.com elatrueu@adobe.com Customer sends Adobe
deployment data to their AE
Day 320 Quote is sent to customer Quote is sent to customer Adobe presents Customer with
(10 Months) new ETLA contract
Day 350 Customer emails PO to Adobe Customer emails PO to Adobe Customer emails PO to Adobe
(11 months) at omsjose@adobe.com at omsjose@adobe.com at omsjose@adobe.com
Day 355 Adobe sends Customer Invoice Adobe sends Customer Invoice Adobe sends Customer Invoice
(11 months) based on PO submitted based on PO submitted based on PO submitted
Day 360 Adobe bills customer for extra Adobe bills customer for extra Adobe bills customer for extra
(12 months) seats used over entitlement seats used over entitlement seats used over entitlement
count (True-Ups) count (True-Ups) count (True-Ups)
Day 365 Customer pays Adobe Customer pays Adobe Customer pays Adobe
(12 months) for True-Ups for True-Ups for True-Ups
Adobe and Customer meet to Adobe and Customer meet to Customer sends Adobe a PO
review year and hold check-in review year and hold check-in

Adobe Enterprise Customer Resource Guide 14

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trademarks or trademarks of Adobe Systems Incorporated in the United States and/or other countries. All other trademarks are
the property of their respective owners.

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www.adobe.com Document Date: 05-08-17