{ "schema_version": "1.2.0", "generated_at": "2026-09-09T01:12:48.605Z", "last_modified": "2026-06-23", "result": { "slug": "adobe", "name": "Adobe", "vendor": "Adobe", "website": "https://www.adobe.com", "category": "content-and-media", "category_name": "Content & Media", "tags": [], "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": 25, "max_credit": { "kind": "capped", "label": "25%", "value": 25, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 5 }, { "below": 99.5, "credit": 10 }, { "below": 95, "credit": 15 }, { "below": 90, "credit": 25 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "downtime_date", "business_days": false, "method": "Notify Adobe in writing through Customer's CSM or Adobe Customer Care", "url": "https://www.adobe.com/legal/service-commitments.html", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 30, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance with at least three business days advance notice", "Acts or omissions of Customer, its agents, employees, or contractors", "Customer failure to adhere to Adobe's documented recommendations or minimum system requirements", "Unagreed spikes in demand for system resources", "Software, hardware, or third-party services or integrations not provided or controlled by Adobe", "Excluded Services and product add-ons not specifically listed under a Covered Service" ], "support": { "tiers": [ "Standard", "Business", "Enterprise", "Elite" ], "has_24x7": true, "fastest_response": "30 min (P1, Enterprise Support)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://experienceleague.adobe.com/en/docs/support-resources/data-sheets/prior-plans/data-sheets/enterprise", "note": "Elite adds a TAM and Named Support Engineer with a 15-min target; service-level targets are not credit-backed. P1 is 24x7 on both tiers (Online 1 hr, Enterprise 30 min); Enterprise adds a Named Support Engineer + TAM and Launch Advisory/Field Services. (Prior 15-min figure was overstated.)" }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": true, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [ { "name": "AEM as a Cloud Service 99.99% SLA", "requirement": "AEM as a Cloud Service with the Additional Publish Region and 99.99% SLA add-ons", "uptime": 99.99, "max_credit_percent": 25, "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/unified-sla-actionabilityaddendum2025oct12.pdf" } ], "services": [ { "id": "analytics", "name": "Adobe Analytics", "category": "analytics", "description": "Web and marketing analytics", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "campaign", "name": "Adobe Campaign", "category": "marketing-automation", "description": "Cross-channel campaign management", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "commerce", "name": "Adobe Commerce", "category": "e-commerce", "description": "E-commerce platform (Magento)", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "experience-manager", "name": "Adobe Experience Manager", "category": "cms", "description": "Content management system", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "marketo", "name": "Adobe Marketo Engage", "category": "marketing-automation", "description": "B2B marketing automation", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "target", "name": "Adobe Target", "category": "personalization", "description": "A/B testing and personalization", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Adobe is a Content & Media provider. The official Unified SLA (effective 12 October 2025) covers Adobe On-demand and Managed Services including Analytics, Campaign, Commerce, Experience Manager, Marketo, and Target, with a 99.9% Minimum Uptime Percentage and tiered service credits (5/10/15/25% of Monthly Fees), capped at a 25% cumulative monthly credit. Customers must notify Adobe in writing within 30 days of the Downtime. See [Adobe Service Commitments](https://www.adobe.com/legal/service-commitments.html) and the [Unified SLA PDF](https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf).\n\n" } }