PDI - Adobe InDesign Server
Maintenance and Support Policy v4.0.2 (2026)
1. Purpose and Scope
This document, "PDI - Adobe InDesign Server: Maintenance and Support Policy v4.0.2" (hereinafter, "Support Policy" or "Annex A - M&S"), details the terms and conditions under which Producción Diseño e Informática, S.L. (hereinafter, "PDI") provides maintenance and technical support services for Adobe InDesign Server software licenses (hereinafter, "Software") acquired by the Client through PDI.
This Support Policy forms an integral and inseparable part of the "Annex of Conditions for Adobe InDesign Server License Subscription v2.1" (hereinafter, "Main Conditions Annex") and the Economic Offer accepted by the Client. In case of discrepancy between this Support Policy and the Main Conditions Annex, the provisions of the Main Conditions Annex shall prevail, except regarding the operational specifics of the support service detailed herein.
PDI acts as an authorized reseller of Software licenses and provider of the support services described herein. The Software is owned by Adobe Inc. ("Adobe") and its use is governed by Adobe's End User License Agreement (EULA) and its Product Specific Terms for Adobe InDesign Server (collectively "Adobe Terms").
2. Software License Updates
Adobe Inc. ("Adobe") will provide at no additional cost to end users with an active Software subscription all updates (major and minor) that Adobe, at its sole discretion, makes available for the contracted Software. These updates will generally include the necessary documentation provided by Adobe for proper implementation and use.
All updates will be subject to the same Adobe Terms under which the original Software was acquired, ensuring regulatory compliance and transparency in their implementation. The use of these updates by the Client implies explicit acceptance of said Adobe Terms. PDI will inform the Client about significant updates according to information provided by Adobe to its resellers.
3. PDI Support Service
Technical support for the Software, provided by PDI (hereinafter, "PDI Support"), is directed to Clients with an active support subscription and is structured in the following levels, seeking agile and effective resolution:
Support Levels
Level 1: Initial PDI Assistance
Includes assistance for installation, activation, and basic configuration of the licensed Software. PDI performs a preliminary diagnosis of the reported incident with the objective of resolving it directly with its resources and knowledge.
Level 2: Escalation to Adobe Support (Managed by PDI)
For incidents related to complex problems in the Software implementation environment that PDI cannot resolve at Level 1. These incidents are escalated by PDI to Adobe's developer support program (e.g., "Annual Developer Support Plan" or equivalent that Adobe provides), with PDI acting as intermediary and manager of communication and follow‑up with Adobe. Resolution and timelines at this level depend on Adobe's terms and availability.
Level 3: Advanced Coordination with Adobe (Managed by PDI)
For resolution of very advanced problems or Software defects that require direct intervention or diagnosis by Adobe's technical teams. PDI will coordinate this interaction, under confidentiality criteria and managing shared responsibility between the Client, PDI, and Adobe.
Protocol for Critical Incidents
For incidents that the Client catalogs and justifies as "CRITICAL" and that severely affect the Software's operability in the Client's production environment, PDI will activate a priority management protocol:
- Critical Incident Identification: Examples include: license activation failures that prevent production; severe interruptions in Software operation that directly and demonstrably affect the Client's business; serious compatibility problems after critical updates to the Client's operating system or hardware that prevent Software use.
- Priority Notification: The Client must report the incident explicitly marking it as "CRITICAL" in their initial communication to soporte@pdi.es, providing all detailed information and necessary evidence. PDI will confirm receipt and cataloging of the critical incident within a maximum of 2 business hours (according to PDI's schedule), assigning a technical manager for follow‑up.
- Intervention and Priority Escalation: Level 3 PDI coordination will be assigned to directly manage the incident. If necessary, PDI will contact Adobe on a priority basis under the mechanisms of the "Annual Developer Support Plan" or equivalent. To facilitate diagnosis by PDI and/or Adobe, the Client commits to provide, if PDI reasonably requests it, temporary access with administrator privileges to the Client's Adobe license management console and/or affected systems where the Software operates, under strict confidentiality and security conditions to be agreed upon.
- Continuous Update: PDI will keep the Client informed about resolution progress, according to updates received from Adobe if the incident has been escalated.
- Final Report: Once the incident is resolved, PDI will deliver to the Client a report (if available information permits) with actions taken and recommendations.
The Client is responsible for providing technical access and all relevant and detailed information to facilitate effective support management.
4. PDI Support Exclusions
The PDI Support described herein will not cover incidents or problems derived from, among others:
Unauthorized modifications of the Software made by the Client or third parties not authorized by PDI or Adobe.