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Credit-backed
Publishes an SLA backed by tiered service credits: 99.9% uptime, credits up to 25%.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.9%
Uptime
25%
Max credit
30d
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Notify Adobe in writing through Customer's CSM or Adobe Customer Care · adobe.com/legal/service-commitments.html
Deadline
30 days of incident
Review timeline
30 business days
Credit applied
Applied to next invoice
Required evidence: Account ID, Affected services, Incident timestamps, Impact description
Common 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 complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 6
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Adobe Analytics
Web and marketing analytics
Analytics
99.9%
covered
Adobe Campaign
Cross-channel campaign management
Marketing Automation
99.9%
covered
Adobe Commerce
E-commerce platform (Magento)
E-commerce
99.9%
covered
Adobe Experience Manager
Content management system
CMS
99.9%
covered
Adobe Marketo Engage
B2B marketing automation
Marketing Automation
99.9%
covered
Adobe Target
A/B testing and personalization
Personalization
99.9%
covered
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 and the Unified SLA PDF.
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