4Point Foundation Customer Care is an augmentation of Adobe Experience Manager Support and provides a holistic and comprehensive offering for organizations using Adobe Experience Manager, especially Adobe Experience Manager Forms.
4Point’s focus is a “comprehensive ongoing customer engagement” view that allows customers to call in when needed and get answers you need and resolve issues quickly and effectively. 4Point ensures a single point of contact regardless of the type of issue or the specific nature of the questions. This avoids customer confusion about who and where to call. 4Point will liaison with Adobe on a Customers behalf if required. 4Point exceeds industry standards and encourages customers to call even if they think it might be a problem is in another application that appears in the forms – we will help you work through the issue and provide the details you need to present to the other vendor or development team, so your issue is resolved fast.
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)