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Adobe Introduces Expert Support Programs for Creative Professionals

Tuesday, June 03, 2003

Press release from the issuing company

SAN JOSE, Calif.--June 2, 2003-- Adobe Systems Incorporated, the leader in network publishing, today introduced Adobe Expert Support, three new support packages for creative professionals. The new support packages--Product Expert, Solution Expert and Solution Expert for Workgroups--address the technical needs of different professional workplace settings; offer extended evening and weekend hours; and provide cross-product trained Adobe experts for advanced troubleshooting. Complimentary product warranty support from Adobe is still available and covers installation and performance issues for 90 days for new desktop software licenses and 30 days for upgrades. With Expert Support, art and creative directors, photographers and IT managers--as well as Web and graphic design professionals--will benefit by gaining increased access to knowledgeable Adobe experts. Adobe experts receive extensive cross product training on all Adobe desktop software applications, including mainstay tools for the creative industries such as Adobe Acrobat, After Effects, GoLive, Illustrator, InDesign, Photoshop and Adobe Premiere software. Creative professionals can ask support experts "how to" questions regarding specific features and tools, basic workflow solutions for Adobe documents and troubleshooting advice. "Both creative professionals and the information technology managers that support them need help from people who understand their design-driven business and workflows," said Jim Heeger, senior vice president of Creative Professional Products at Adobe. "Expert Support is an extension of our software and is another tool for designers to increase productivity, billable hours and ultimately, create outstanding results that delight their clients." Support Packages Tailored for Individual Needs Understanding the unique demands of the creative workflow, Adobe has created three support packages to meet the individual needs of designers. Adobe Product Expert provides support for individual designers using one Adobe desktop software product and is available as an annual or single incident plan. Adobe Solution Expert supports creative professionals using more than one Adobe product; and Adobe Solution Expert for Workgroups is targeted at workplaces where teams use several Adobe products and want to improve workflow efficiency. Answers On Demand All three packages offer extended weekday hours from 6:00 a.m. to 9:00 p.m. PST Monday through Friday, and new weekend hours on Saturday starting at 6:00 a.m. until noon PST. In addition, customers can submit requests via a Web case submission, which are guaranteed a response within one business day. "Technology plays a vital role in our success and if a designer is not working to their full potential due to a troubleshooting question, it can translate into missed deadlines and unhappy clients," said Bill Grant, president and creative director at Grant Design Collaborative. "Knowing I can call on a dependable resource when I need my 'how to' questions answered quickly, gives me assurance I am getting the most value from our Adobe software." Pricing and Availability Adobe Expert Support programs are available immediately in the United States and Canada and can be purchased from Adobe by calling 1-866-MY-ADOBE. Product Expert supports a single Adobe product and is US$159 for a one-year contract that includes unlimited support calls to Adobe. Product Expert can also be purchased as a single call for US$39. Solution Expert is US$299 per year for unlimited calls; and Solution Expert for Workgroups is US$399 per year for unlimited calls by up to three individuals, with the option to add additional team members for US$99 each. Both the Solution Expert and the Solution Expert for Workgroups plans cover multiple Adobe software products. Adobe Solution Expert and Solution Expert for Workgroups are available as an annual contract only. All pricing is for support on Windows and Macintosh platform systems. For support pricing on UNIX please call 1-866-MY-ADOBE. Please visit the support page on Adobe.com at www.adobe.com/expertsupport for full details and further information about each Expert Support solution.




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