SLA support — what does AC’s actually cover?

Q: SLA support — what does AC’s actually cover?

What you get with AC support (Pro / Cloud Pro):Severity 1 (production down): 1-hour response, 24/7, phone-callable. Adobe engineer engages until resolution.Severity 2 (major function impaired): 4-hour response, business hours.Severity 3 / 4 (minor / question): 1 business day, ticket-only.Direct security patch delivery with pre-disclosure window before public CVE.Adobe Technical Account Manager (TAM) at Pro Cloud / Enterprise tiers.What it doesn’t cover: bugs in your custom code or third-party extensions (those are agency / dev-team scope), and SaaS-level zero-downtime guarantees (you still need DevOps / agency on retainer for deployment, perf tuning, custom code support). The SLA is genuine; it’s also genuinely scope-limited to platform code. For most non-regulated stores, an agency retainer plus Mage Report patching service ($100–500/mo) covers the practical equivalent.

Question

SLA support &mdash; what does AC&rsquo;s actually cover?

Accepted Answer

What you get with AC support (Pro / Cloud Pro):

Severity 1 (production down): 1-hour response, 24/7, phone-callable. Adobe engineer engages until resolution.
Severity 2 (major function impaired): 4-hour response, business hours.
Severity 3 / 4 (minor / question): 1 business day, ticket-only.
Direct security patch delivery with pre-disclosure window before public CVE.
Adobe Technical Account Manager (TAM) at Pro Cloud / Enterprise tiers.

What it doesn’t cover: bugs in your custom code or third-party extensions (those are agency / dev-team scope), and SaaS-level zero-downtime guarantees (you still need DevOps / agency on retainer for deployment, perf tuning, custom code support). The SLA is genuine; it’s also genuinely scope-limited to platform code. For most non-regulated stores, an agency retainer plus Mage Report patching service ($100–500/mo) covers the practical equivalent.