Adobe Acrobat Sign for Government Support

Support resources in the Adobe Acrobat Sign for Government environment can be accessed by clicking on the question mark icon in the upper right corner of the Acrobat Sign interface.

Select Contact Support from the drop-down menu.

The support portal provides four options:

• Create a case - Used if you have an urgent issue or if your question isn't answered in one of the other channels.
• Community/Forums - Forums are a great format for creative issues like how to build forms or create regular expressions.
• Learn & Support - This option routes you to the online support documentation. If you have questions about the interface, functionality, processes, etc. are available in text format.
  
• Tutorials - Support for features and processes in a video format.

Under the channel options for getting support is a listing of any cases you have opened, listed by the most recently created at the top.

All column headers can be clicked to sort by that column's value in ascending/descending value.

There is a filter that allows you to reduce the list of cases to show only cases that are open, closed, or all cases.

There is also a search field if you want to search for a particular string in the case.

• The search process supports using an asterisk as a wildcard character.
• When searching for a word within a string, apply a wildcard character to each side of the word.
  

Opening a new case

When opening a new case, there are four sections of content for the user to supply:

• The impact quantification
• The description of the issue
• The contact details for the people involved
• Any attachments that could be useful

P1 cases ask that you call support after submitting the case

Reviewing existing cases

Click the CaseID to open the case properties for review.

The case title summarizes the problem you provided when first opening the case.

Click the Details link under the case title to review the detailed description.

Within the body of the case page layout is the history of comments added by the user and the responding Adobe employee. Be sure to communicate to Adobe through this case interface to capture the complete history of the work being done. Sending email outside the case structure can lead to confused/missed communications resulting in delays.

At any time, the user can add a comment or attachment to provide additional context while Adobe troubleshoots.

The bottom right of the case page layout has the name of the Adobe agent responsible for the case, and the list of additional parties notified when the case is updated. These values are not editable within the customer interface.

Whenever the user feels the case is resolved or can produce no further benefit, they can close the case.

Community Forums

The community forum is a channel to elicit observations and solutions from fellow users, leveraging the massive knowledge set of users that may have blazed the trail you are considering.

It's important to know that the Acrobat Sign forums are not limited to the Acrobat Sign for Government userbase. All Acrobat Sign users access the same forums, allowing for the broadest possible exposure to helpful information.

Acrobat Sign for Government users should keep in mind that the Government environment has more substantial restrictions, and not all solutions provided will be applicable.

That said, there is a significant amount of helpful information available. The bulk of the Acrobat Sign process functionality is the same.

Learn and Support and Tutorials

The Learn and Support / Tutorial channels lead to text/image-based documentation or short, highly focused videos, largely about the settings, features, and processes common to all users.

Users in the FedRAMP environment should remain aware that their environment is a more secure version of Acrobat Sign, so not all features are available.

When reviewing the online documentation, be alert for any notification at the top of the page indicating there are unique instructions for alternative environments (like Adobe Acrobat Sign for Government).