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Foundation Customer Care
Offerings and Details

Faster Help With Less Hassle

4Point Foundation Care is a comprehensive support service designed for organizations using Adobe Experience Manager. It offers a holistic approach to customer engagement, providing a single point of contact for all support needs.

 

4Point Foundation Care ensures quick and effective issue resolution, proactive system health checks, and expert guidance on Adobe products and forms services.

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Products Supported

  • Adobe Experience Manger Sites
  • Adobe Experience Manger Assets
  • Adobe Experience Manger Forms
  • Adobe LiveCycle
  • Adobe Central Output Server

North American
Support Center

  • Experts in Adobe Products
  • Faster Response Times
  • Flexible Support Hours
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Base Product Support

  • AEM product support 

  • Access to Service Packs  

  • 24 x 7 Customer Care for Priority 1 Critical production-down issues.

  • Investigation and resolution of post-install issues.   

  • Facilitate escalation to Adobe when necessary. 

  • Documentation on best practices for installs and patching.   

 

For additional details please review our SLA outline.

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Version Upgrade Planning

Ensuring your installation is on the most current version of the software is critical. 4Point Foundation Customer Care 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.

Regular Status Calls

4Point Foundation Customer Care 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.

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 Foundation Customer Care 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.

Quarterly Infrastructure Review and Recommendations

4Point Foundation Customer Care 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.

Forms Services

4Point Foundation Customer Care can provide organizations with advice, recommendations and guidance on the implementation and use of Forms Services regardless of the deployment method. 4Point Foundation Customer Care 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.

Document Services

4Point Foundation Customer Care can provide organizations with advice, recommendations and guidance on the implementation and use of Document Services regardless of the deployment method. 4Point Foundation Customer Care 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 Workflows

4Point Foundation Customer Care can provide organizations with advice, recommendations and guidance on the implementation and use of workflows using OSGi regardless of the deployment method. 4Point Foundation Customer Care 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.

JEE Workflows

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

  • Recommendations regarding workflows and how to implement them in Workbench on JEE.

  • Assistance and guidance regarding importing and exporting workflows.

  • Advice on how to test workflows.

Connected Services

4Point Foundation Customer Care 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 Foundation Customer Care 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.

Configurations

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

  • SSL configurations.

  • LDAP configurations 

  • OSGi Web Console configurations

  • Logging configurations

Interface Assistance

4Point Foundation Customer Care can provide organizations with advice, recommendations and guidance on the implementation and use of Adobe APIs.

4Point Foundation Customer Care assists you with activities such as:

  • Calling Adobe Experience Manager Forms APIs from your custom application

  • Recommendations on the different interfaces that exist

  • Troubleshooting AEM Forms API calls within AEM Forms (log files…)

Installation of Service Packs

Ensuring your installation is up to date with the service packs provided by Adobe is critical.  This option would provide a support engineer on the phone to walk the customer’s team through applying a service pack and helping with any issues that arise.  This item is to apply a service pack to a single instance of the AEM Forms server and then provide a build book to the customer’s staff. The customer’s staff can then replicate the update to other systems (QA/Prod) once a year. 4Point Foundation Customer Care assists you with activities such as:

  • Recommendations on Service Pack installation.

  • Assistance in access to Service Packs.

  • Planning Service Pack installation.

  • Performing Service Pack installation with the customer’s personnel to 1 server once every calendar year.

Setup, Installation and Configuration

4Point Foundation Customer Care will provide the customer with a support engineer on the phone to walk the customer’s team through Installing and configuring a single “turnkey” installation of AEM Forms and helping with any issues that arise.  This item will also include 4Point creating a build book for customer’s staff.

  • Applied to a turnkey or partial turnkey installation only (JEE or OSGi).

  • One installation only.

  • Configuration for extra services (Users/Groups, AF config, SSL, integrations) only included if Configuration Support service is included in Customer Care.

Form Design Assistance

4Point Foundation Customer Care will provide the customer with assistance and operational help related to the design of their project’s form templates and the use of Adobe Forms Designer. 4Point Foundation Customer Care assists you with activities such as:

  • Use and operation of Adobe Forms Designer related to the templates.

  • 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.

Form Design Assistance 4Point will use a standard baseline of 10-15 cases per year related to their project’s presentation operation. Should this volume of cases be significantly different or should the complexity of the issues be significantly greater than expected, 4Point and the customer will review and agree to a new baseline on an annual basis. Any adjustments in the baseline case volume will be reflected in an adjustment in the annual fee.

Form Changes

4Point Foundation Customer Care will provide the customer with outsourced form changes.

This offering allows 4Point to do form maintenance on your Designer created XDP/PDF templates.

  • This offering only applies to changes to existing templates (no new template creation is included)

  • The templates must have been previously created with AEM Forms Designer

  • JavaScript changes are at the discretion of 4Point

  • Single fields or text blocks can be added

  • Limited to 4 XDP templates to be changed per year

  • Customer must provide all details and descriptions of required changes

  • Customer must provide any required assets or fonts

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Contact Us:

613 907 6400

sales@4point.com

106 Colonade Road Suite 210 

Ottawa, Ontario, Canada K2E7L6

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