ADOBE® BLANKET PURCHASE AGREEMENT
| Getting Technical Support |
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In support of this BPA contract and agreement, IRS has access to the highest level of technical support offered by Adobe. Below you will find information regarding the Technical Account Manager program including how to access your TAM and what information you may need when calling or emailing for support. Technical Account Manager Program Features:
Jason Boyle Management Contacts If there is ever an issue in reaching your designated TAM, please use the contacts below to escalate your issue.
How do I contact my TAM? You may contact your TAM through one of the following channels: All questions submitted to your TAM must be channeled through one of the designated contacts within your organization. Please verify with your TAM who is set up to contact Adobe support. How do I change designated contacts? If at any time you need to change the contact information of a designated contact please notify your TAM to ensure your organization continues to receive the best level of support. Please be prepared to provide the following information:
TAM Out of Office Procedures The goal of the TAM is to provide a single point of contact for all your organization’s needs at Adobe. There may be times that this is not always possible due to illness, holidays, training, etc. When this situation occurs the following procedures are in place: TAM On-site architecture review Technical Account Management customers are entitled to an on-site architecture reviews. On-site architecture reviews include:
At the conclusion of the on-site architecture review, the TAM will document the visit and record any actionable items and ownership. A copy of this document will be given to the primary account contact and the Adobe sales account manager. Technical Account Management Support helps you to accelerate your issue through the correct support channels. Your TAM will have direct access to consultants in the Support Escalation and Adobe Engineering teams. Your enhanced SLAs provide assurance that your issues will be addressed as a priority by all departments. Your TAM works with you to ensure the reported technical issue is appropriately prioritized. At Adobe, we base our response times and the actions we take to resolve your problem on an assessment of the impact of the reported technical issue on your business. The more serious the business impact, the higher the assigned priority. Accurately prioritizing your technical issue is critical to our mutual success. It is commonly understood between the parties that the customer will determine the service request priority. The following guidelines will assist you in determining the appropriate priority level.
Classification of Test Systems Mission Critical Support 24x7 While your enhanced SLAs offer a level of mission critical support, your TAM also provides you with a point of contact if issues arise outside of normal business hours. You have 24x7 access to Adobe Support for Priority 1 issues. Your Priority 1 SLAs are always in effect — day or night– so you may be assured that someone will be available around the clock to assist you with production-server-down issues, should they arise. If you should need mission-critical, after-hour support, please contact your TAM via their mobile number. If the issue cannot be resolved via the phone, as part of Adobe’s 24x7 support, remote access may be used to directly provide you a solution. This tool allows not only your TAM, but also consultants within the Escalation Team, as well as Engineering resources to view your issue first-hand and help provide resolution. Proactive Support Proactive Support is one of the cornerstones of the TAM model. By receiving information upfront, you and your TAM should be able to limit any support issues that may arise. Newsletters On a monthly basis, your TAM will provide a newsletter with detailed information about:
Every issue you report to Adobe will be tracked and monitored for resolution and satisfaction. A weekly report will be sent to all authorized contacts on your account with detailed information on any issues you currently have open. This report will include:
Bi-weekly Calls Your TAM will also contact you bi-weekly to touch base on your account status. Agenda for these calls should include:
Initial troubleshooting and information gathering by your team will expedite the investigation and resolution process before you contact your TAM. Please perform the steps listed below to help us resolve the issue in the quickest way possible.
You may also log on to our Knowledge Center and search for a topic similar to the issue you are experiencing. Service Request Number Each technical issue reported to your TAM is assigned a unique service request number. This number enables you and your TAM to track your issue through to call resolution. It is essential that you reference this number whenever you contact support. Alternatively, you may wish to view your service request through the website. When logging a service request, please provide the following information:
The Adobe online support service enables your dedicated support contacts to log cases directly into the corporate database and then view and update relevant information from the website. Our eService provides you with complete flexibility and control to manage your logged technical issues. To generate a login name and password, log on to the eService website at: https://echannel.adobe.com/eservice For first-time users, click the “I am a New User” hyperlink, fill in the requested information, and then choose a user name and password. When you click the “Register” button, your personal information will be saved and you will immediately be granted limited access to your account. As soon as your current maintenance and support agreement has been validated by support, an e-mail confirmation will be sent to inform you that your eService account has been fully activated. Returning users may simply enter their login credentials to access the site immediately. Call resolution There are several ways a call can be resolved:
Interim Solution When you are reporting a problem, Adobe’s primary objective is to find a satisfactory solution as quickly as possible. The first step is to determine
whether there are certain coding techniques or workarounds that meet with your business requirements. An interim solution provides Problem reproduction If your TAM cannot reproduce your issue, it will be logged and addressed again when further information becomes available. Product defects For critical issues requiring an out-of-cycle product fix, Adobe may provide a newer version of the software that has not completed the normal quality-verification process. Enhancements If our problem investigation identifies that the product is functioning as designed, a product enhancement will be logged for consideration in a future release. All problems entered into our case management system are given a call status code. To better understand what each code means, see the table below.
Contacting Customer Service If you require an upgrade to any of your currently licensed products, would like to purchase any new Adobe products, you may contact Customer Service. The Adobe Customer Service hours of operation are from 06:00 – 17:00 (Pacific time), Monday to Friday, excluding the following holidays: New Years Day, Memorial Day, July Fourth, Labor Day, US Thanksgiving and day after, Christmas Eve, and Christmas Day. Phone us at 888.649.2990 or Email us at: otinfo@adobe.com Adobe Consulting Services Adobe Consulting Services offers flexible consulting and educational services designed to fit your enterprise needs. |
- How do I engage My TAM?
- Who can contact the TAM?
- How are my issues escalated?
- TAM Response Charter SLAs
- Status Reports
- Before you call
- Reporting a Technical Issue
- Creating an eService Account
- Call Status Codes