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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
Customer's CSM or Adobe Customer Care · status.adobe.com/
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's failure to adhere to Adobe's documented recommendations
Spikes in demand for system resources not agreed in writing
Third-party services or integrations not provided or controlled by Adobe
Force majeure events and government orders
Support tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 4
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Dynamic Chat
Conversational marketing
Chat
99.9%
covered
Marketo Engage
B2B marketing automation
Marketing Automation
99.9%
covered
Marketo Measure
Marketing attribution
Attribution
99.9%
covered
Sales Connect
Sales engagement platform
Sales Engagement
99.9%
covered
Notes — Marketo is a Marketing & Analytics provider. Marketo Engage is a Covered Service under the Adobe Unified Service Level Agreement (Adobe On-demand Services and Managed Services). See the official SLA at Adobe Unified SLA (effective 12 October 2025).
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