4Point Foundation Customer Care is an augmentation of Adobe Experience Manager Support and provides a holistic and comprehensive offering for organizations using Adobe Experience Manager, especially Adobe Experience Manager Forms.
4Point’s focus is a “comprehensive ongoing customer engagement” view that allows customers to call in when needed and get answers you need and resolve issues quickly and effectively. 4Point ensures a single point of contact regardless of the type of issue or the specific nature of the questions. This avoids customer confusion about who and where to call. 4Point will liaison with Adobe on a Customers behalf if required. 4Point exceeds industry standards and encourages customers to call even if they think it might be a problem is in another application that appears in the forms – we will help you work through the issue and provide the details you need to present to the other vendor or development team, so your issue is resolved fast.
PRODUCTS WE SUPPORT:
Adobe Experience Manager Sites
Adobe Experience Manager Assets
Adobe Experience Manager Forms
Adobe LiveCycle
Adobe Central Output Server
NORTH AMERICAN SUPPORT CENTER
4Point Foundation Customer Care is a North American based team with experience to provide you with:
- Expertise in Adobe Products
- Flexible support hours
- Knowledge in a wide range of deployment, installation, and performance needs
Experts in Adobe Experience Manager Forms
4Point is the global leader in documents and forms. We have helped customers transition from paper to digital for decades, making us experts in digital transformation. Our staff has extensive experience in documents and forms, and today, 4Point employs many of the original architects of the Adobe forms technology used by major global organizations. This gives us unmatched expertise to help you ensure operational effectiveness and stability. 4Point is an Adobe Gold Solution Partner specializing in Adobe Experience Manager Forms and Adobe Experience Manager Sites. Our team is certified and trained by Adobe.
4Point Foundation Customer Care Options:
- Installation of Service Packs
- Version Upgrade Planning
- Infrastructure Assistance
- Regular Status Calls
- Quarterly Review and Recommendations
- Forms Services
- Document Services
- OSGi Workflows
- JEE Workflows
- Connected Services
- Configurations
- Application Support
- Form Design Assistance
Note: All options may not apply to your specific deployment.
Basic 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.
Customer Care Options:
Installation of Service Packs
Ensuring your installation is up to date with the service packs provided by Adobe is critical. This option provides a support engineer on the phone to walk the 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 provide a supplementary build book to staff, who can then replicate the update to other systems (QA/Prod).
4Point Foundation Customer Care assists you with activities such as:
- Recommendations on Service Pack installation
- Assistance in accessing Service Packs
- Planning Service Pack installation
- Performing Service Pack installation with personnel to one server once every calendar year
- Full Turnkey – Simple (patch install) or Complex (includes full installer) - Refer to quote for what offering you qualify for
- Partial Turnkey - Simple (patch install) or Complex (includes full installer) - Refer to quote for what offering you qualify for
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
Infrastructure Assistance
Keeping your installation running properly requires a proactive approach that reviews and checks third-party infrastructure to find problems before they affect your operation.
4Point Foundation Customer Care assists you with activities such as:
- Regular review and analysis of your infrastructure
- Recommendations for improvements or changes to maintain the health of your installation
- Recommendations for changes to your infrastructure to ensure continued effective operation
Regular Status Calls
4Point Foundation Customer Care will set up regular status meetings with your team to ensure:
- 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
Quarterly Review and Recommendations
4Point Foundation Customer Care will set up a quarterly review of your AEM Solution. The 4Point Customer Care team will walk the team through retrieving the data points necessary for an analysis of the customer’s AEM Form solution. Once the review has occurred, the Customer Care team member will schedule time with the customer to discuss the results of the review.
This conversation will include points such as:
- Platforms – databases, OS, Application servers
- Logs – critical errors and messages
- Recommendations and communication of best practices based on the outcome of the report
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
Application Support
4Point Foundation Customer Care will provide with assistance, advice, and guidance on operational issues related to the project. As part of Application Support, 4Point will maintain a current version of ’s application for testing and troubleshooting when logs tickets. This shortens the time in determining what issues are occurring and what the potential fixes will be. 4Point Foundation Customer Care assists you with activities such as:
- Data integration or connection issues
- Form or document layout issues
- Assistance with identification and testing for related issues
- Updating of libraries as Adobe releases new service packs
In order to ensure the 4Point Customer Care team can respond to issues in a timely manner, it is important that we are aware of changes made to the application or connected services integrated with it. During status calls, the 4Point team will inquire about any modifications, and it is the expectation that the customer provides timely updates to ensure cohesion. 4Point will use a standard baseline of 10-15 cases per year related to the operation. Should this volume of cases be significantly different or should the complexity of the issues be significantly greater than expected, 4Point and 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 Design Assistance
4Point Foundation Customer Care will provide assistance and operational help related to the design of the 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
For Form Design Assistance, 4Point will use a standard baseline of 10-15 cases per year related to presentation operation. Should this volume of cases be significantly different or should the complexity of the issues be significantly greater than expected, 4Point and 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.