PDI - Adobe Content Server
Maintenance and Support Policy v2.0.2 (2026)
For purposes of the subsequent conditions, Adobe Content Server will be referred to as the "Software" or "Licensed Software", while the Adobe License Signing Service will be referred to as "ALSS". PDI Consultores acts as an authorized distributor with the assigned Adobe VendorID.
PDI Consultores will offer support services for both the Licensed Software and ALSS, in accordance with the provisions established in the Adobe Content Server service contract.
Role and Responsibilities of PDI Consultores
Producción, Diseño e Informática, S.L. ("PDI Consultores") acts, with respect to Adobe Content Server (ACS) and Adobe License Signing Service (ALSS), as Licensee and Authorized Distributor of Adobe in accordance with the current contractual framework. In this capacity, PDI is authorized to commercialize ACS, operate encryption processes and manage license execution through ALSS, as well as provide functional and technical maintenance and support to the Client, including the operational coordination necessary to ensure service continuity and its evolution according to the manufacturer's roadmap.
PDI acts as the Client's single point of contact for support, governance and reporting purposes, observing at all times applicable regulations (GDPR/LOPDGDD, export controls and sanctions) and Adobe's contractual policies.
Important Clarification:
This condition does not confer legal representation or agency of Adobe to PDI, and intellectual property over ACS/ALSS remains entirely with Adobe. Any upstream structural adjustments (e.g., operator changes by the manufacturer) will be managed without interruptions to the Client and in accordance with the notices and procedures provided in the contract.
Software License Maintenance
Adobe Inc., through the participation of PDI Consultores, will provide the Contracting Party, without requiring additional charges, with updated versions of the software product, which include related documentation.
Only clients who are current with the payment of their maintenance fees will be entitled to maintenance services and new software versions.
It is agreed that all versions and updates will be subject to the same license terms that were applicable to the initially supplied software product.
Support Service
The support provided by PDI is divided into service levels, prioritizing agile and effective incident resolution:
Level 1: Initial Support
Installation, activation, configuration and preliminary diagnosis.
Level 2: Complex Incidents
Environment issues, escalated to Adobe's "Annual Developer Support Plan".
Level 3: Advanced Resolution
Direct coordination with Adobe for advanced issues.
Escalation Matrix by Role
| Level | Role |
|---|---|
| Level 0 | - |
| Level I | Support Lead |
| Level 2 | Program Manager |
| Level 3 | Director - Engineering |
Escalation Protocol for Critical Incidents
For critical incidents affecting client operations, PDI will activate an immediate escalation protocol to ensure priority resolution. This protocol includes the following steps:
Critical Incident Identification
- License activation failures preventing production.
- Severe interruptions in software functionality.
- Compatibility issues after critical OS or hardware updates.
Priority Notification
The client must mark the incident as critical in their communication to soporte@pdi.es. PDI will confirm receipt within a maximum of 2 hours.
Immediate Intervention
The highest available technical level (Level 3) will be assigned and Adobe will be contacted on a priority basis if necessary.
Continuous Updates
The client will receive constant progress updates to ensure transparency and allow planning of parallel actions.
Final Report
Once resolved, PDI will deliver a detailed report with actions, timelines and recommendations for the future.
The client must provide technical access and relevant information to facilitate effective support management.
Support Exclusions
Unauthorized software modifications.
Use outside the scope of license agreement warranties.
Issues arising from hardware or software unrelated to Adobe products.
Installations not compliant with Adobe's recommended technical specifications.
Risks and Mitigation Plan
- Risk identification: Constant evaluation of vulnerabilities.
- Mitigation: Temporary solutions to maintain functionality.
- Contingency plan: Alternative procedures for major failures.
Sustainability and Social Responsibility
- Emissions reduction: Remote support reduces environmental impact (e.g., ~5 tons of CO2/year).
- Efficient resource use: Training to optimize software usage.
- Social responsibility: Promoting ethical and equitable software use.
Contact and Resolution Protocol
Communication Channel
Incidents must be communicated exclusively via email to: soporte@pdi.es.
Confirmation and Follow-up
All requests receive an initial confirmation within the first 24 hours, with the assignment of a unique case number.
Estimated Response Times
- Level 1 (basic): Resolution within 24 to 48 hours.
- Level 2 (complex): Resolution within 3 to 5 business days.
- Level 3 (with Adobe): Timelines defined case by case, according to complexity.
Additional Services and Rates
PDI offers additional services to complement standard support. The applicable rates are as follows:
1. Technical Consulting: €110/hour
Includes specialized advice on implementation, optimization and software customization.
2. Advanced Engineering: €165/hour
Applicable for complex projects requiring design, development or advanced integration.
3. On-site Services
Additional rates for travel and hours worked, determined according to location and nature of service.
Note: Rates are indicative and may be adjusted. A detailed quote will be provided upon request.