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4Point Support Representatives have years of experience with Adobe Enterprise Product Support, and work in conjunction with the Adobe Escalations and Engineering groups to offer First Level support to clients, 8am - 8pm ET, Monday through Friday.

4Point’s Enterprise Support program mirrors Adobe’s standards for enterprise Platinum Support, and offers one-on-one service to four (4) authorized contacts within your organization, 24 x7.

For all support levels, 4Point will:

  • Provide access to 4Point’s web-based support portal, to log and track support cases online.
  • Manage Adobe product-related support issues
  • Provide North American based support
  • Use the communication channel of your choice:
    • By Phone
    • By Email
    • By Online Portal
  • Address environmental support issues (platform, network, OS versions, configuration, and security concerns)

PRODUCTS WE SUPPORT:

Adobe Experience Manager Sites

Adobe Experience Manager Assets

Adobe Experience Manager Forms

Adobe LiveCycle

Adobe Central Output Server

 

Support Title

NORTH AMERICAN SUPPORT CENTER

4Point Support is a North American based team with experience to provide you with:

  • Expertise in Adobe Products
  • Flexible support hours
  • Knowledge in a wide range of deployment, installation and performance needs

EXPERTS IN ADOBE EXPERIENCE MANAGER AND LIVECYCLE

4Point has a deep and long history with Adobe Forms products:

  • Our team has experience with Adobe LiveCycle in addition to our certifications on Adobe Experience Manager Forms
  • Our team has over 250 years of collective forms experience in a range of products
  • Development and implementation of forms in multiple industries and diverse situations - if you can do it with forms, we have done it

EXPERTS IN FORMS

4Point is the acknowledged expert in Adobe Experience Manager Forms. 4Point is:

  • An Adobe Gold Solution Partner
  • Specialized in Adobe Experience Manager Forms
  • Certified in Sites, Assets and Forms

ADOBE EXPERIENCE MANAGER PRODUCT SUPPORT

4Point Support is your single point of contact. We manage the relationship with Adobe Support for you, including:

  • Confirming, logging and following up on bugs that are identified by the organization
  • Informing you immediately if a problem is a known issue
  • Providing any workarounds or alternatives if possible

ASSISTANCE WITH SERVICE PACKS

Ensuring your installation is up to date with the service packs provided by Adobe is critical. 4Point Support assists you with activities such as:

  • Recommendations on Service Pack installation
  • Assistance in access to Service Packs
  • Planning Service Pack installation

VERSION UPGRADE PLANNING

Ensuring your installation is on the most current version of the software is critical. 4Point Support assists you with activities such as:

  • Planning for your upgrades
  • Identification of critical issues and changes in your application that will be required
  • Recommendations for testing and post-upgrade analysis

INFRASTRUCTURE ASSISTANCE

Keeping your installation running properly is more than just responding to problems. It requires a proactive approach that reviews and checks your system to find problems before they affect your operation. 4Point Support assists you with activities such as:

  • Regular review and analysis of key system health metrics
  • Recommendations for improvements or changes to maintain the health of your installation
  • Recommendations for changes to your system to ensure continued effective operation

REGULAR STATUS REPORT AND CALL

4Point Support will set up a regular status meeting with your team. This will ensure that:

  • Your questions and concerns can be addressed quickly and effectively
  • Any new items or issues can be identified and addressed
  • Information and knowledge can be shared effectively

QUARTERLY INFRASTRUCTURE REVIEW AND RECOMMENDATIONS

4Point Support will set up a quarterly review of your infrastructure and systems. This will ensure that:

  • Any possible problems or issues will be identified before they affect your operation
  • 4Point can provide recommendations for improvements
  • 4Point can provide advice on best practices to help you get the most out of your installation

INITIAL SETUP AND CONFIGURATION

4Point Support can provide organizations with advice, recommendations and guidance on the initial setup and configuration of their Adobe Experience Manager installation regardless of the deployment method. 4Point Support assists you with activities such as:

  • users, groups and roles
  • Adaptive Forms configurations
  • different administration and configuration interfaces
  • licenses, serial numbers and certificates
  • locating log files, errors and other information about the installation

ASSISTANCE WITH FORMS SERVICES

4Point Support can provide organizations with advice, recommendations and guidance on the implementation and use of Forms Services regardless of the deployment method. 4Point Support assists you with activities such as:

  • Best practices regarding Adaptive, HTML and PDF forms
  • Assistance and guidance regarding forms utilization and implementation
  • Recommendations on how to test forms
  • Recommendations on how to test accessibility in forms

ASSISTANCE WITH DOCUMENT SERVICES

4Point Support can provide organizations with advice, recommendations and guidance on the implementation and use of Document Services regardless of the deployment method. 4Point Support assists you with activities such as:

  • Recommendations regarding Assembler, PDFG, Digital Signatures and the Forms Portal
  • Assistance and guidance regarding Document Services utilization and implementation
  • Recommendations on how to test forms, signatures and document accessibility
  • Assistance with Form Designer licenses

OSGI WORKFLOW RECOMMENDATIONS

4Point Support can provide organizations with advice, recommendations and guidance on the implementation and use of workflows using OSGi regardless of the deployment method. 4Point Support assists you with activities such as: 

  • Recommendations regarding workflows and how to implement them in OSGi
  • Assistance and guidance regarding importing and exporting workflows
  • Advice on how to test workflows

ASSISTANCE WITH CONNECTED SERVICES

4Point Support can provide organizations with advice, recommendations and guidance on the implementation and configuration of other services connected to the installation of Adobe Experience Manager. 4Point Support assists you with activities such as:

  • Adobe Sign configuration and integration with Adobe Experience Manager
  • Automated Forms Conversion Service configuration and operation
  • Google reCAPTCHA configuration and integration with Adobe Experience Manager

ASSISTANCE WITH CONFIGURATIONS

4Point Support can provide organizations with advice, recommendations and guidance on the implementation and configuration of supporting services and components. 4Point Support assists you with activities such as:

  • SSL configurations
  • LDAP configurations
  • OSGi Web Console configurations
  • Logging configurations
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