Vendors › Adobe
Adobe SLA
99.9%
Uptime commitment
30%
Max service credit
30d
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: tiered · Remedy: credit · Max 30%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.9% | 10% |
| 99% | 20% |
| 95% | 30% |
How to claim
| Submission method | Adobe Support — helpx.adobe.com/support.html ↗ |
|---|---|
| Deadline (submission) | 30 days — Submit within 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.
Services (6)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| Adobe Analytics Web and marketing analytics | Analytics | 99.9% | eligible |
| Adobe Campaign Cross-channel campaign management | Marketing Automation | 99.9% | eligible |
| Adobe Commerce E-commerce platform (Magento) | E-commerce | 99.9% | eligible |
| Adobe Experience Manager Content management system | CMS | 99.9% | eligible |
| Adobe Marketo Engage B2B marketing automation | Marketing Automation | 99.9% | eligible |
| Adobe Target A/B testing and personalization | Personalization | 99.9% | eligible |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | Yes | Business hours |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer misconfigurations
- Free tier services
- Beta features
Notes
Adobe is a Content & Media provider. See the official SLA at https://www.adobe.com/legal/terms.html.
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