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Adobe Support Policies

Support Lifecycle Policy

View a complete list of Adobe enterprise products and technical support periods covered under the Support Lifecycle Policy.

Enterprise Maintenance and Support Options

• Core Enterprise Maintenance and Support Programs

  The existing Platinum Maintenance and Support and legacy Standard Support, Premium Maintenance and Support programs will now provide five years of product support from the general availability date of a product, starting with the release of a “.0” product version (a “root release”). Support for all derivatives — localized versions, minor upgrades, additional operating systems, etc. — of a root release terminates with support for the root release. This includes dot and double-dot releases and connector products.

• Extended Maintenance and Support

  This new program option gives your organization an additional two years of Platinum Maintenance and Support services after the five years provided. Extended Maintenance and Support provides your organization the valuable extra time you may need to plan your migration to Adobe’s latest technology.

• Self-Service Legacy Support

  Customers can use this option to receive an additional year of help. Online self-help will assist them in addressing product questions.

Plan ahead: Adobe can help your organization determine what it needs

If your organization is considering purchasing a Platinum Maintenance and Support contract, or wants to add one of the new support options to its current support agreement, information about products, services, and support lifecycle dates is one keyboard click or phone call away.

• View a grid that shows which products are covered and the different support coverage periods for them.
• Contact your Adobe account representative to help you determine the most appropriate custom support program for your organization’s needs.
• If you do not know who your Adobe account representative is and would like to speak with one, please call 888-649-2990.

¹Contract note

The optional programs announced under the Adobe Support Lifecycle Policy are available today but for existing customers will take effect at the time of your next maintenance and support contract renewal. Adobe will continue to communicate a minimum of 12 months in advance when a product is reaching the end of its support lifecycle. In the interim, your existing Maintenance and Support contract(s) will remain in effect and unchanged.

Please work with your Adobe account representative for details regarding the annual support fee. Ongoing Platinum Maintenance and Support is also available to you under the following conditions:

Renewals. When renewing Platinum Maintenance and Support for any Commercial Adobe Software products listed on Adobe’s FLP product list, provided that version of software has not been end-of-lifed, the Annual Support Fee shall be, (i) for the Initial Term, the Annual Support Fee established during the initial purchase, (ii) for the first renewal term, if so renewed, the Annual Support Fee established by the initial purchase increased by six percent (6%), (iii) for the second through the fourth renewal terms, if so renewed, the Annual Support Fee for immediately preceding renewal term increased by six percent (6%), (iv) and for the fifth and subsequent renewal term(s), the lesser of 20% of the then-current List Price for the software or the Annual Support Fee for the immediately preceding renewal term increased by the applicable Consumer Price Index (CPI)*, for the 12-month period preceding the renewal date. 

Extended Support. If version of software at time of renewal has been end-of-lifed during the next renewal term, Customer may renew to Extended Support, provided that Extended Support is available for such software version. To purchase Extended Support, the Annual Support Fee shall be twenty-five (25%) percent of the license fee paid for the Software (if such fee cannot be established, the percentage would be based on the then-current list price of the license fee for the Software), however in no event shall the amount be less than the last renewal prior to renewing under Extended Support. 

If extended support is renewed, the renewal fee would be the Annual Support Fee paid for the prior year increased by the applicable Consumer Price Index (CPI)*, for the 12-month period preceding the renewal date. Should Customer upgrade to the next major version of the Software (e.g., upgrade from 4.0 to 5.0), the Annual Support Fee for the upgraded version shall be the lesser of twenty percent (20%) of the then current list price of the license fee for such upgraded version, or the Annual Support Fee for the last renewal prior to renewing under Extended Support increased by the applicable Consumer Price Index (CPI)*, for the 12-month period preceding the renewal date.

* for the USA and Mexico, CPI is as published by the United States Department of Labor, Bureau of Labor Statistics.  For Canada, CPI is as published by the Bank of Canada

²Product note

The new Adobe Support Lifecycle Policy will not apply to all Adobe products. For example, the policy will not apply to Adobe products for which Adobe has already communicated a date for the end of Adobe Support, and in some cases Adobe may determine to apply an alternative support time line based on customer need, or for which Adobe decides to apply an alternative support time line in its sole discretion.