Enterprise Support Reference Sheet
This document provides an overview of the next steps once the purchase contract is signed, including how to
contact Customer Support.
1. Onboarding Call
Within 4 business days after receiving the purchase confirmation, Adobe Customer Care will work with the
Adobe Account Executive to invite the key members on the account to an onboarding call. During the call
Adobe will discuss how to access the purchased licenses, the serial numbers and the deployment tools on the
Licensing Web Site.
2. Welcome Letter
The person associated with the purchase of the licenses and those individuals who have been granted access
to download the products from LWS will receive a Customer Support Welcome pdf by email, which outlines
the support contact information, such as the premium support phone number for all countries and the
enterprise support email address.
Adobe Account Executives or the registered contacts on the purchase contract should contact
ecs@adobe.com to request the Welcome letter to be resent or sent to additional recipients.
3. Add Designated Technical Support Contacts
The customer should email ecs@adobe.com to add or request changes to the designated technical contacts.
Companies can add up to 10 technical contacts, although flexibility exists to accommodate exceptions.
Please provide the new contact’s first and last name, company name, phone and email address.
4. Contacting Support
4a) Enterprise Support
Country
Telephone Number
North America
866-318-4100
Germany
0800 1012251
France
08 05 54 03 69
Sweden
0201 701 526
United Kingdom
0800 032 9541
Latin America
+1408 454 5912
All Other EMEA Countries
+ 44 207 136 9109
All Other APAC Countries
+65 66221182
NA Email
EMEA Email
ACCT2CS@adobe.com
eur-prodsupp@adobe.com
4b) Expert Services (Creative Cloud for enterprise only, including CCE Complete, CCE Select, and
CCE single app for Commercial and Government)
Creative Cloud for enterprise includes Expert Services as an additional support benefit. Expert Services
sessions are 30 minute pre-scheduled phone meetings with the use of a Connect room (screensharing) to seek
design or workflow advice on any specific project, learn about new product features or anything in between.
To schedule the appointment, the customer should email Expert-Service@adobe.com
Supported languages are English, German, French, Japanese. The Experts are located in the US, the UK and
Japan.
During the duration of the ETLA unlimited Expert appointments can be scheduled by the organization’s
designated technical contacts on behalf of any user or team within the organization.
5. Contacting Adobe Customer Service
For assistance with a non-technical issue (access to the licensing website, product upgrade information), the
customer can contact Adobe’s Enterprise Customer Service team by emailing ecs@adobe.com.
6. Information on Adobe Licensing Site
http://kb2.adobe.com/cps/100/1003400.html
http://www.adobe.com/volume-licensing/support-for-existing-customers.edu.html
7. IT Resources and Enterprise Deployment
Creative Cloud
http://www.adobe.com/devnet/creativesuite/enterprisedeployment.html
Acrobat:
http://www.adobe.com/products/acrobat/it-resources.html