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Forum for paid users of Adobe Extract API to seek support

Explorer ,
Feb 27, 2023 Feb 27, 2023

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Given that it is irrational for users under the free plan to expect the same promptness and attention for support as paid users, wanted to know if there is a separate forum or community for paid users of Adobe Extract API to seek support. 

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General , How to , PDF Extract API , PDF Services API

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correct answers 1 Correct answer

Adobe Employee , Feb 28, 2023 Feb 28, 2023

Customers who sign up via AWS do not receive priority technical support.

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Adobe Employee ,
Feb 27, 2023 Feb 27, 2023

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For folks signing up via AWS, we do not have a dedicated support team. you can ask questions in our public forum or submit a form to our team and someone will respond to you when time permits. Dedicated support is included with Enterprise Term License Agreements which are contracts signed directly with Adobe.

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Explorer ,
Feb 27, 2023 Feb 27, 2023

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Thanks for the clarity @Raymond Camden

For posting in the public forum does posting from the root email of the AWS account help Adobe identify that the user is a paying customer, or, is it that all users are seen similarly on the public forum?

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Adobe Employee ,
Feb 28, 2023 Feb 28, 2023

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If you are an ETLA customer, you should have been given information about your dedicated support channel. If you lost that, please ping me via email and I can help you (jedimaster@adobe.com). 

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Explorer ,
Feb 28, 2023 Feb 28, 2023

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Thanks for the clarity. Do customers using Adobe APIs via AWS receive greater attention than that of free/trial tier users?

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Adobe Employee ,
Feb 28, 2023 Feb 28, 2023

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Customers who sign up via AWS do not receive priority technical support.

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Explorer ,
Feb 28, 2023 Feb 28, 2023

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Surprising to know that. Was assuming that they would get extra attention compared to free tier/trial users.

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LEGEND ,
Feb 28, 2023 Feb 28, 2023

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I think your expecation that being a paying customer will get better, faster or more diligent support is not supported by anything I have seen. You throw reports out into this public forum and some of them get attention in an informal, ad hoc way. It seems to be the new way of doing things, with regards to developer support in many places.

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Adobe Employee ,
Feb 28, 2023 Feb 28, 2023

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This is incorrect. If you are an ETLA customer, you have dedicated support, period. 

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LEGEND ,
Feb 28, 2023 Feb 28, 2023

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Thank you for the correction, I am delighted to hear it. I thought I had seen a number of posts in this forum saying that there was no other way to get support, but I may be mistaken.

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