Adobe 2011 Annual Report Download - page 32

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a comprehensive, customer-focused methodology to develop high quality solutions, which in turn deliver a competitive advantage
to our enterprise customers. This methodology has been developed by capturing best practices from numerous client engagements
across a diverse mix of solutions, industries, and customer preferences. Based on this methodology, our teams are able to accelerate
the time to value and maximize the return our clients earn on their investment in Adobe solutions.
In addition, Adobe has also created a large and vibrant partner ecosystem that includes a mix of Global System Integrators
("SIs"), Regional SIs, VARs, and Solution Partners. Adobe invests significant resources in enabling this ecosystem with the right
skills and knowledge about our technologies and best practices. Consequently, this ecosystem provides our clients several different
choices of partners, and a large accessible pool of skilled resources that can help deploy Adobe solutions. This approach not only
creates value for our customers and partners, but also creates a large and productive go-to-market channel for our sales teams.
Support
A significant portion of our support revenue is composed of our extended enterprise maintenance and support offerings.
These offerings entitle customers to:
• the right to receive product upgrades and enhancements during the term of the maintenance and support period, which
is typically one year,
• the right to receive technical support on the technology they have purchased from Adobe and
• the right to receive basic “how to” help in using our 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. Our support services also include support for our desktop products. As a registered owner of the current version of an
Adobe desktop product, customers are eligible to receive Getting Started support on certain matters. Support for some products
and in some countries may vary.
We provide product support through a combination of outsourced vendors and internal support centers, and through multiple
channels including phone, chat web, and email. These support services are delivered by a global support organization that includes
several Regional and Global Support Centers. These teams are responsible for providing timely, high quality technical expertise
on all our products.
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.
Training
We offer a comprehensive portfolio of training options to enable our customer and partner teams in the use of our products.
Our training portfolio includes free on-line informational services on our website (www.adobe.com) and a growing series of how-
to books published by Adobe Press pursuant to a joint publishing agreement with Peachpit Press. We sponsor workshops, work
with professional associations and user groups, and conduct regular beta testing programs. We also provide fee-based education
services to enhance our customers’ use of our solutions, including a wide range of traditional and online training and certifications
delivered by our team of training professionals. Adobe's portfolio of technical training courses covers our Digital Media, Digital
Marketing and other mature products and solutions.
Investments
We make direct investments in privately held companies. We enter into these investments with the intent of securing financial
returns as well as for strategic purposes as they often increase our knowledge of emerging markets and technologies, as well as
expand our opportunities to provide Adobe products and services. We also owned a limited partnership interest in Adobe Ventures
IV L.P. (“Adobe Ventures”) that invested in early stage companies with innovative technologies. During fiscal 2010, Adobe
Ventures was dissolved and all remaining assets were distributed to the partners. Adobe Ventures was managed by Granite Ventures,
an independent venture capital firm and sole general partner of Adobe Ventures.
PRODUCT DEVELOPMENT
As the software industry is characterized by rapid technological change, a continuous high level of investment is required
for the enhancement of existing products and services and the development of new products and services. We develop our software
internally as well as acquire products or technology developed by others by purchasing the stock or assets of the business entity
that owned the technology. In other instances, we have licensed or purchased the intellectual property ownership rights of programs
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