WHAT'S HAPPENING

DMe Support Plans are Live and Available for Sales

Adobe Support Plans drive consistent value realization through planning and proactive services with a team of assigned experts across customer support & technical account management.

What’s launching?

Support Plans are available globally in ETLA for English, French, German and Japanese languages for:

• Creative Cloud
• Document Cloud
• Acrobat
• Sign

In-region and US based resourcing are also available.

Why should I position a Support Plan for my customer?

• As customers digitize, integrate, and automate their solutions, they require and expect a proactive, personalized, and prioritized technical experience to ensure seamless implementations, unblock technical issues, eliminate product knowledge gaps, and more.
• Support is quota and ASV retiring (including M2 comp for those eligible).
• We have seen a large average deal size ($150k for CC/Acrobat and $50k for Sign), so Support is a great way to grow your accounts without needing to find more use cases or add more seats. 

Watch the enablement recording

Plans

Standard Support:

• Standard Support is included with all of our licenses and provides access to a global team of standard Support resources to reactively solve issues. 

Business Support:

• Business Support includes priority case routing to a pool of senior resources to ensure faster resolution of issues. There is an assigned Account Support Lead (ASL) who provides case escalation management and regular updates on customers' most critical support requests. 

Enterprise Support:

• Enterprise Support provides all the benefits of Business, but the ASL is replaced by a Named Support Engineer (NSE), who acts as main technical point of contact, has deep technical expertise in customers' solutions, prevents issues from arising, and solves any that do.  

Elite Support:

• Elite Support provides all of the benefits of Enterprise AND a Technical Account Manager (TAM).
• The TAM acts as main technical point of contact, advocates on customers' behalf, and ensures they maximize their investment in Adobe solutions. 

Helpful Resources

Field Readiness

• Pitch Deck

• One Pagers

• Customer case studies

• Offer Details

• Use cases

• Role differentiation & more!

DMe ETLA Wizard

• Use for Support pricing and levels.

Contacts

• PMM: Thomas Alther & Allison Arnstein

• Support: dmesupportplans@adobe.com

VIP to VIP Marketplace migration blocked for Linked Membership members

Effective immediately, migration to VIP Marketplace will be blocked for VIP members enrolled in a Linked Membership. Currently, VIP Marketplace does not support Linked Membership, and migrating these members results in loss of access to their Linked Membership benefits. This system update corrects process gap that inadvertently allowed VIP members to be migrated to VIP Marketplace without a systematic check of their Linked Membership status. VIP Marketplace support for Linked Membership is currently targeted for an upcoming release. At that time, VIP members enrolled in a Linked Membership will be enabled to migrate to VIP Marketplace and maintain their Linked Membership status.

VIP 3-year Commit and VIP Marketplace 3-year Commit Termination Exception Process for Adobe Partners

By accepting the VIP 3-year Commit (VIP 3YC) Amendment or a VIP Marketplace 3-year Commit (VIP MP 3YC) Amendment, a VIP Member (customer) agrees to renew a set number of licenses (Minimum Commitment) on their first and second Anniversary Dates. Additionally, VIP Marketplace 3YC customers agree to auto-renew their Minimum Commitment on their first and second Anniversary Dates. Accepting the 3YC amendment is legally binding, and customers must renew their Minimum Commitment cannot cancel or they breach their agreement.

While accepting the 3YC amendment is legally binding, there are certain exceptional scenarios when Adobe may allow a customer to terminate the VIP 3YC or VIP Marketplace 3YC Amendment. A new exception request process has been designed to streamline the processing of VIP 3YC and VIP Marketplace 3YC termination exception requests. Direct partners should contact their Channel Account Manager to initiate an exception request.

See the VIP 3-year Commit and VIP Marketplace 3-year Commit Termination Exception Process for Adobe Partners for additional details. (Login required)

Upcoming Change to VIP Marketplace 3-year Commit Acceptance Options (Target late May 2024) 

In response to partner feedback received since the launch of VIP Marketplace 3-year Commit with required auto-renewal, Adobe is making a change to the ways by which a VIP Marketplace member can enter into a VIP Marketplace 3-year Commit agreement with Adobe.   

Currently, there are two ways for VIP Marketplace members to initiate a VIP Marketplace 3-year commit. 

1. A qualified VIP Marketplace member may independently accept VIP Marketplace 3-year commit for their full license quantity from the Admin Console. (To be discontinued) 

2. The reseller may initiate a VIP Marketplace 3-year commit invitation for a chosen license quantity.   

Adobe will be discontinuing the option for members to independently accept VIP Marketplace 3-year commit from the Admin Console (option 1). Going forward, all VIP Marketplace 3-year commit agreements must be initiated by the reseller (option 2). This will ensure partner involvement in Members’ accepting VIP Marketplace 3-year commit agreements. This change is anticipated to take effect in late May 2024. Additional communication will be sent when the effective date is confirmed. 

Action Required: In advance of this change, VIP Marketplace direct partners should ensure that their marketplace platforms are built to support reseller-initiated 3-year commit invitations via API. If not, contact your Adobe channel account manager or technical representative for assistance.  

Note: VIP Marketplace 3-year commit requires auto-renewal of the Minimum Commit for the duration of the customer’s VIP Marketplace 3-year commit term (up to 2 renewals). Auto-renewal cannot be disabled or opted out for VIP Marketplace 3-year commit customers.

Reminder: CAM Keys to Success Program

CAM teams have actively engaged in a globally aligned foundational CAM role dedicated program, known as the CAMs Keys to Success program. This program is strategically positioned to support the pivotal role of CAMs competencies and channel management practices in driving their partners to capture the Adobe sales opportunity in alignment with Adobe's objectives.

Since the program launch at SKO 2023, with program global results to date:

• 82% workshop attendance, 94% program eLearning completion and 18% skill uplift globally
• Introduction of the CAM Business Planning toolset to standardize business planning and execution management practices for both internal and partner-facing activities.
• Business Planning Credentialing of 80 CAMs (98% of CAMs globally) - underpinned by CAM manager involvement in the skills assessments for standardised approach and competencies
• CAM Keys to Success foundations, including credentialing, integration into the CAM new hire learning journey
• Kick off of Keys to Success - Level II and the CAM Manager Coaching program.
• Expanding the Keys to Success program in Q2 for partner funded heads and distributer Business Managers /Adobe Product managers to drive focus, commitment and performance for Adobe sales efforts.

To explore use cases of CAM Keys to Success program, please find testimonials across geos , as well as the overview of the foundational CAM program.

APAC India | APAC China | EMEA | Japan | NA | LATAM

Reminder: VIP Marketplace daily proration calculation update

The daily proration calculations for VIP Marketplace add-on orders have been updated to more accurately account for leap years. You may see a slight difference in prorated partner pricing for these orders. This change applies only to add-on orders for annual subscriptions, including 3-year Commit. It does not apply to extended term orders, new orders, or auto-renewal orders. If you have additional questions, please contact your Adobe Channel Account Manager.

Reminder: VIP 3-year Commit T&Cs partner FAQ

On March 12, 2024, a planned system update went live to allow VIP 3-year Commit (3YC) customers to re-accept (re-click) a newer version of the VIP 3YC amendment. The current VIP 3YC terms include language that requires auto-renewal in VIP Marketplace 3YC once the customer migrates to VIP Marketplace. This is a key migration unlock for VIP customers who had accepted the VIP 3YC T&Cs prior to March 29, 2023.

While the key component of the system update is working correctly, there are some known associated issues that have caused confusion with partners and customers. A Partner FAQ has been created to provide clarity on these issues. Partners should contact their Channel Account Managers with any questions.

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