|
Cliquez ici pour la version française.
4Point Guide to Maintenance & Support
Please review our maintenance and support guide for answers to common questions about our support package. If you are looking for further information on our annual Adobe enterprise support package contact us directly at 1.866.485.2999 or submit a contact request form.
Who Can Contact Support?
Our Technical Support Plan allows your organization to designate four contacts within your company. Any one of the four designated contact points is free to contact us at any time. On your initial call to Technical Support, simply provide us with the names, phone numbers, fax numbers, and e-mail addresses of your designated contacts.
Please notify us immediately if your organization needs to change any one of your designated support contacts.
Products We Support
- Adobe Acrobat
- Adobe Central Pro Output Server (and related products)
- Adobe ColdFusion®n
- Adobe Flex™
- Adobe LiveCycle™ Designer
- Adobe LiveCycle products
Before You Contact Supoprt
To help our support staff determine the nature of the support issue, it is important for us to accurately document the technical issue and the steps that have already been taken to isolate the problem and resolve the issue.
If you have determined that the issue is related to an Adobe product call our support line. If the problem is related to your hardware, network, third-party software, or database you may want to contact that vendor directly.
Case Number
Each technical issue reported to our support team is assigned a unique case number. This number will enable you and our support consultant to track your issue through to its resolution.
| Reporting a Technical Issue (when logging a request please provide this information) |
|
Provide your company name and contact individual name
|
|
Describe your business impact and objective
|
|
What is your assessment of the severity of the issue (See below)
|
|
What is the problem? Include error messages and log files
|
|
Which product, operating system, printer network, and database are you running? Please include version numbers and any other relevant environmental information
|
|
Outline the steps taken to isolate the problem and replicate the issue. Where possible we will need to re-create your environment within a test environment, which will include all third-party products
|
|
Provide all relevant files and test cases that demonstrate / replicate the issue
|
Case Priority Definitions
It is important for our 4Point Solutions Technical Support Team to determine the priority level of your support issue. This will ensure that critical issues are resolved swiftly. The following guidelines will assist us to determine the seriousness of your technical issue.
- CRITICAL (Priority 1) The problem results in extremely serious interruptions to your production system and has affected, or could affect, the entire user community. Tasks that should be executed immediately cannot be executed because of a complete crash of the system or interruptions in main functions of the production system. Data integrity
is compromised. The service request requires immediate processing because the problem can result in financial losses.
- URGENT (Priority 2) The problem results in serious interruptions to normal operations, or the issue will negatively impact an enterprise-wide production system
rollout. In a production system, important tasks cannot be performed, but the error does not impair essential operations. Processing can still continue in a restricted manner.
Data integrity may be at risk. In a development system, the problem hinders deployment. The service request requires timely processing because the malfunction could cause serious interruptions to critical processes or negatively impact business decisions.
- IMPORTANT (Priority 3) The problem causes interruptions in normal operations. It does not prevent operation of a system, or there could be minor degradation in
performance. The error is attributed to malfunctioning or incorrect behavior of the software. The issue will affect a pilot or proof-of concept deadline.
- MINOR (Priority 4) The problem results in minimal or no interruptions to normal operations (no business impact). The issue consists of how to questions, installation
and configuration inquires, enhancement requests or documentation questions.
Looking to Initiate a Support Case?
Just click here and fill out the form, e-mail us direct at support@4point.com or call us at one of the following numbers:
Support (North America)
- (English) 1-877-469-3627
- (French) 1-888-742-3623
Support (Europe)
 |
