Adobe 2008 Annual Report Download - page 28

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28
We also license software with maintenance and support, which includes rights to upgrades, when and if available,
support, updates and enhancements.
The table below lists our significant customers, as a percentage of net revenue for fiscal 2006 through 2008. As listed,
our significant customers are distributors who sell products across our various segments.
2008
2007
2006
Ingram Micro .........................................
18
%
21
%
24
%
Tech Data ............................................
9
%
10
%
10
%
Receivables from our significant distributors, as a percentage of gross trade receivables for fiscal 2008 and 2007 are as
follows:
2008
2007
Ingram Micro ................................................
18
%
19
%
Tech Data ...................................................
8
%
10
%
Order Fulfillment for Physical Distribution
The procurement of the various components of packaged products, including CDs and printed materials, and the
assembly of packages for retail and other applications products is controlled by our Global Supply Chain Management
operations. We outsource our order fulfillment activities to third parties in the United States, Europe and Asia.
To date, we have not experienced significant difficulties in obtaining raw materials for the manufacture of our products
or in the replication of CDs, printing and assembly of components. The backlog of orders from customers, as of January 16,
2009 and January 18, 2008, was approximately $6.4 million and $13.8 million, respectively.
Services and Support
We provide professional services, technical support and customer service to a wide variety of customers including
consumers, creative professionals and business users. Our service and support revenue consists primarily of consulting fees,
software maintenance and support fees and training fees.
Services
We have a global Professional Services team dedicated to developing and implementing solutions for enterprise
customers in key vertical markets and to transfer technical expertise to our solution partners. The Professional Services team
uses a comprehensive, customer-focused methodology to develop high quality solutions, which in turn deliver a competitive
advantage to our enterprise customers. A portfolio of technical training courses is also available for desktop and server-based
products to meet the needs of our enterprise customers and solution partners.
Support
A significant portion of our support revenue is composed of our extended enterprise maintenance and support offerings,
which entitles customers to the right to receive product upgrades and enhancements during the term of the maintenance and
support period, which is typically one year. Regional Support Centers are charged with providing timely, high quality
technical expertise on Enterprise and Knowledge Worker products and solutions to meet the growing needs of our customers.
Our support revenue also includes support for our desktop products. We offer a range of support programs, from fee-
based incidents to annual support contracts. Additionally, we provide extensive self-help and online technical support
capabilities via the Web which allows customers quick and easy access to possible solutions. We provide product support
through a combination of outsourced vendors and internal support centers.
We also offer Developer Support to partners and developer organizations. The Adobe Partner Connection Program
focuses on providing developers with high-quality tools, software development kits, information and services.