VIP Marketplace guide overview  >

Get support

There is a support path for everyone involved in VIP Marketplace.
 

This illustration represents the basic flow of support escalations. In some cases, one or more of the roles outlined above may not exist or more than one role may exist within a single organization. For example, a platinum reseller may have their own marketplace platform provider. In this case, the reseller would escalate their technical query directly to their marketplace platform provider. Only requests sent to Adobe technical support that are from the technical relationship manager who supports the marketplace platform provider will be accepted for review, while other requests will be referred to the reseller or direct APC resale partner.

Customer admin

Customers have two paths for queries. The first is for nontechnical questions related to products and the Admin Console, such as how to log in, how to assign a license, or how to find an in-app tool. These questions can be directed to their reseller or to Adobe Customer Support, either through the pathway provided within the Admin Console or within the app in question. Other queries such as buying program questions, billing questions, change of customer name, change of reseller, assistance with purchasing and assigning licenses, and technical issues within the Admin Console must be directed to the customer’s reseller.

Reseller

The reseller is the first line of customer support and should be able to onboard customers, support account management functions, and answer most of their questions. The reseller may reach out to their direct partner (distributor) for any technical-related queries or other items that require more assistance to resolve. If a platinum reseller has their own marketplace platform provider, they should escalate directly to the technical team that supports their platform.

Direct APC resale partner

Direct partners—also known as direct APC resale partners or VIP Marketplace partners (this can also be distributors or platinum resellers)—are responsible for supporting their resellers’ needs. This includes onboarding questions, transactional issues, change of reseller requests, questions related to the buying program, margin and incentive questions, and anything related to reseller payment. If a platinum reseller has their own marketplace platform provider, these responsibilities fall to the platinum reseller.

Marketplace platform provider

Technical issues with the Admin Console, product fulfillment, billing, or auto-renewal status must be escalated to the marketplace platform provider’s technical support team prior to further escalation. The marketplace partner’s technical support team is responsible for reviewing the API implementation and testing to ensure there is a need to escalate. If an issue needs to be escalated to Adobe, this should be done by the designated technical relationship manager.

Adobe technical support

Escalations to Adobe technical support may only originate from the technical relationship manager who has been designated by the marketplace platform provider. These individuals will be provided with the appropriate method for contacting Adobe technical support when the marketplace partner is onboarded. The method for contact may not be shared with resellers or customers. For cases where the reseller works directly with their own third-party or in-house marketplace platform provider, the designated technical relationship manager within that team may contact Adobe technical support.

Change of reseller requests

If a VIP Marketplace member wants to purchase from a different reseller, the member must initiate the change by generating an authorization code in the Admin Console.

The following actions must be taken to complete a change of reseller request: 

1. The member generates the authorization code and provides it to their new reseller.
2. The reseller provides the authorization code to their direct partner.
3. The direct partner completes the change in their marketplace.

When the change is completed, the member, the previous and new resellers, and the direct partner receive confirmation emails. The previous reseller and direct partner will no longer be able to access the member’s account information from Adobe.

Authorization codes are valid for 72 hours and can be used only once. If the authorization code expires, the member can generate a new one. The new code will replace all previous codes.

Note that this process cannot be used to migrate VIP members to VIP Marketplace. See Migrating a customer from VIP to VIP Marketplace.

To change your reseller:

1. In the Admin Console, navigate to the Account Overview page.
2. Click the pencil icon next to Account Manager to bring up the Change Your Account Manager screen.
3. Click Generate Code.
4. When the code appears, click Copy Code and send the code to your new reseller.

Reseller-initiated change of distributor requests

If a distributor authorized reseller wants to purchase from and manage their book of business in a different distributor’s marketplace (such as change their distributor) then the distributor authorized reseller will need to work with their new distributor to complete a reseller-initiated change of distributor request by completing a change form. Because distributor authorized resellers always work with their direct partner(s) for VIP Marketplace support, the request must be submitted by the new distributor. Distributor authorized resellers will also need to work with their new distributor to become a distributor authorized reseller under the new distributor.

Note that a reseller may purchase through more than one distributor’s marketplace but must have a separate Reseller ID for each distributor’s marketplace. This means that a distributor authorized reseller can move either all or some of their customers to the new distributor’s marketplace.

Upon receipt of the reseller-initiated change of distributor request, Adobe will confirm that the reseller approval and all other required information has been provided. After validating the request, it may take up to ten (10) days to complete.