Adobe Support and Services is a portfolio of expert-led offerings that helps enterprises get measurable value from their Adobe investments. It combines technical support, strategic guidance, hands-on execution, and learning resources across five offerings: Expert Success, Premium Learning, Ultimate Success, Integrated Services, and Custom Services.
Expert Success is included with all Adobe CX Enterprise licenses. It provides 24/7 technical support, priority phone for P1 issues, expert pod rapid resolution, access to Adobe Experience League and forums, and self-guided troubleshooting resources. It gives your team the foundation to resolve issues and stay productive day to day.
Premium Learning is an enterprise-wide subscription that builds Adobe expertise, validates skills through certification, and accelerates product adoption across your organization. It includes on-demand education videos, hands-on learning environments, cohort-based learning journeys by persona and industry, expert mentorship, and Adobe certification vouchers.
Expert Success is included with all Adobe CX Enterprise licenses and provides 24/7 technical support, self-guided resources, and access to Adobe’s expert community. Ultimate Success adds a designated Adobe team, including a Customer Success Manager, Technical Account Manager, and Support Service Manager, who help shape your strategy, manage technical health, ensure roadmap alignment, and deliver Success Accelerators. Premium Learning is also included with Ultimate Success.
Success Accelerators are structured engagements delivered by your Technical Account Manager and Customer Success Manager to help your team plan for value, build capability, and execute against your roadmap. They cover use case development, workflow optimization, launch advisory, and solution troubleshooting. They are included with Ultimate Success and scheduled on a regular basis.
Integrated Services is a subscription that extends Ultimate Success with a designated Enterprise Architect and a pooled team of Adobe experts who activate key use cases in your environment every 90 days. These Engagements are outcome-driven, include flexible and adjustable scope, do not require SOWs, and include impact summaries so you can see what is being delivered. The model is also designed to work alongside your existing partners.
Custom Services offers tailored Adobe consulting for complex implementations, migrations, and AI deployments. It is delivered on a time and materials basis by a dedicated Adobe consulting team, with customized engagement plans, solutions designed for your architecture, end-to-end implementation, Adobe engineering collaboration, and support for enterprise-scale transformations.
Adobe Support and Services teams comprise the engineers and consultants who build and evolve the platform. They provide direct access to Adobe product and engineering teams, bring deep knowledge of your environment, and maintain continuity of relationship across your engagement.
Each offering addresses a different layer of AI readiness. Expert Success keeps your environment stable and teams unblocked day to day. Premium Learning builds the skills your teams need to operate AI capabilities confidently. Ultimate Success includes AI and Agentic Readiness Accelerators that close the gap from strategy to first agent in production. Integrated Services activates agent and Adobe CX Coworker building blocks to realize the full value of Adobe’s agentic solutions. Custom Services handles end-to-end builds for complex AI programs that require data architecture, integrations, and change management.
Adobe CX Enterprise Coworker is an
AI agent built into Adobe’s platform. It can reason, act, and collaborate alongside your team across audience management, journey orchestration, content, and analytics. Getting it to work at full capacity requires the right data foundations, governance structures, workflow design, and team skills. Adobe Support and Services helps you address all these needs, with Premium Learning building team capabilities, Ultimate Success providing strategic guidance, and Integrated Services and Custom Services handling hands-on configuration and deployment.
The right combination depends on where you are in your Adobe journey and what you need to achieve. Your Adobe representative or Customer Success Manager can help you to assess your current plan, identify gaps, and recommend the right level of support and services for your goals. Contact us to get started.
