Contact Customer Care – Enterprise Support

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Последнее обновление 21 мая 2021 г.

Find contact information for Adobe Experience Cloud customer support.

The Experience Cloud Customer Care team provides dedicated support for Adobe’s Experience Cloud solutions and associated products. Adobe provides support via web, email, live chat, telephone, Twitter @AdobeExpCare, and on the Experience Cloud Community.

With every contract, each organization designates several people to be recognized as support delegates within Adobe's CRM system. When an individual within your organization is recognized as a support delegate, they can create and manage incidents with Customer Care. See Customer support delegates.

Analytics

Support delegates can get assisted support via:

In-Product:

Sign in to Adobe Analytics.
Navigate to Help > Customer Care.

Phone: 1-800-497-0335 (US & Canada). Get phone numbers for other regions.

Email:

Include case details to open a ticket via email.
Send your case to customercare@adobe.com.

Experience Manager

Sites, Assets, Forms, Mobile, Communities

Support portal: Follow the Article Support for Experience Cloud.

Phone: 1-800-497-0335 (US & Canada).

Get phone numbers for other regions.

Scene 7

Support delegates can get assisted support via:

Phone: 1-800-497-0335 (U.S. & Canada). Get phone numbers for other regions.

Email:

Include your case details to open a ticket.

Target

Support delegates can get assisted support via:

Phone: 1-800-497-0335 (U.S. & Canada). Get phone numbers for other regions.

Email:

Include your case details to open a ticket.
Send your case to: customercare@adobe.com

Campaign

Support portal: Follow the Article Support for Experience Cloud.

Phone: 1-800-497-0335 (US & Canada).

Get phone numbers for other regions.

Audience Manager

Support delegates can get assisted support via:

Phone: 1-800-497-0335 (U.S. & Canada). Get phone numbers for other regions.

Email:

Include your case details to open a ticket.
Send your case to: customercare@adobe.com

Primetime

Support delegates can get assisted support via:

Support portal: Primetime login

Support delegates can get assisted support via:

Phone: 1-800-497-0335 (U.S. & Canada). Get phone numbers for other regions.

Email:

Include your case details to open a ticket.
Send your case to: customercare@adobe.com

Immediate Attention for a Priority Issue

Supported users can contact us via telephone to speak directly with an agent who can work with you on your case.

Priority Definitions:

Identify your issue priority from the list below and include it in your email:

P1 Mission Critical: Interferes with core business function or potential loss of mission critical data.
P2 Urgent: Interferes with non-core activities that do not affect the entire company.
P3 Important: Interferes with normal work; tasks are more difficult, but not impossible to complete.
P4 Minor: Interferes with recreational or non-business related use.

Response times for each type are as follows:

P1 Mission Critical: 30 minutes
P2 Urgent: one hour
P3 Important: four hours
P4 Minor: one business day

You can initiate an escalation for Experience Cloud Technical Support when you are not satisfied with the support provided, or if you need immediate attention for an urgent issue.

To initiate an escalation, contact Customer Care by phone or chat and ask for a callback from the Escalation Manager. You can also engage us directly by email at dmaescalations@adobe.com

For urgent issues that meet the Priority 1 criteria, please contact us by phone 1-800-497-0335 (US & Canada). Get phone numbers for other regions.