Adobe 2015 Annual Report Download - page 14

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Table of Contents
14
Our evolution to a services and subscription-based business model has decreased the need to produce and distribute physical
products. We still produce packaged products for a subset of our business, but that percentage is declining as the digital delivery
of our services and subscriptions continues to grow.
Services and Support
Adobe Global Services provides expert consulting, customer success management, technical support, and training across
all our customer segments, including enterprises, small and medium businesses, creative professionals, and consumers. With a
focus on ensuring sustained customer success and realized value, this comprehensive portfolio of services is designed to help
customers and partners maximize the return on their investments in our cloud solutions and licensed products. Our service and
support revenue consists primarily of consulting fees, software maintenance, technical support fees and training fees.
Consulting Services
We have a global professional services team dedicated to designing and implementing solutions for our largest customers.
Our professional services team uses a comprehensive, customer-focused methodology, that has been refined over years of capturing
and analyzing best practices from numerous customer engagements across a diverse mix of solutions, industries, and customer
segments. Increasingly, our customers seek to integrate across Adobe’s products and cloud solutions, and engage our professional
services teams to share their expertise in leading customers’ digital strategies and multi-solution integrations. Using our
methodology, our professional services teams are able to accelerate customers’ time to value, and maximize the return customers
earn on their investment in Adobe solutions.
In addition, Adobe Global Services focuses on its large and vibrant partner ecosystem that includes a mix of global SIs,
regional SIs, VARs, digital agencies, and solution partners. Adobe invests in this ecosystem to ensure its partners have with the
right skills and knowledge about our technologies and integration best practices. Consequently, this ecosystem provides our
customers several different options to supplement their internal capabilities, and a large accessible pool of skilled resources that
can help deploy and manage 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.
Customer Success Account Management
For our largest Digital Marketing and Digital Media customers, Adobe Global Services provides post-sales Customer
Success Managers, who work individually with customers on an ongoing basis to understand their current and future business
needs, promote faster solution adoption, and align solution capabilities to customers’ business objectives to maximize the return
on their investment in Adobe’s solutions. We engage customers to share innovative best practices, relevant industry and vertical
knowledge, and proven success strategies based on our extensive engagements with leading marketers and brands. The performance
of these teams is directly associated with customer-focused outcomes, notably ongoing customer retention.
Technical Support
Adobe provides enterprise maintenance and support services to customers of subscription products as part of the subscription
entitlement, and to perpetual license customers via annual fee-based maintenance and support programs. These offerings provide:
• technical support on the products they have purchased from Adobe;
• “how to” help in using our products; and
• product upgrades and enhancements during the term of the maintenance and support or subscription period, which is
typically one to three years.
We provide product support through a global support organization that includes several regional and global support centers,
supplemented with outsourced vendors for specific services. Customers can seek help through multiple channels including phone,
chat, web, social media, and email, allowing quick and easy access to the information they need. These teams are responsible for
providing timely, high-quality technical expertise on all our products.
We also offer a range of support programs, from fee-based incidents to annual support contract options. As a registered
owner of the current version of an Adobe desktop product, consumers are eligible to receive Getting Started support on certain
matters, to support easy adoption of their products. Support for some products and in some countries may vary. For enterprise
customers with higher-level support needs, we offer personalized service options through Premium Services options, delivered
by technical account managers who can also provide proactive risk mitigation services and on-site support services for those with
business critical deployments.