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Support & Services

Adlib’s support and services programs provide you with the options you need to align the level of expertise, assistance and resolution time with your business requirements. Adlib’s technical experts provide years of experience in server-based PDF conversion and are focused on ensuring your long term success. Adlib offers two distinct levels of support and customized professional services plans to meet your needs.

Support Levels

Standard Support Program
This level of the Support Program gives you comprehensive support coverage 8am to 6pm EST Monday to Friday, with incident confirmation and response times suitable for non-mission critical deployments through email or telephone. Standard Support also includes all point and full version upgrades to your Adlib software.

Advantage Support Program
This program delivers the personalized, high priority support coverage required for enterprise and mission-critical deployments. It extends above and beyond the Standard Support program with features including direct access to designated Adlib specialists, enhanced SLA’s for business critical issues, extended support coverage.

Professional Services
If you require service options not found in either Standard or Advantage programs, we’ll work with you to develop a customized package to meet your business requirements.

Learn more about our newest release and how to upgrade.

Support Services

Category Features Advantage Standard
Customer Support Telephone and Email Support (Mon-Fri, 8am to 6pm EST)
Yes
Yes
Customer Support Online Case Management: Customer Portal
Yes
Yes
Customer Support Online Knowledge Base Access
Yes
Yes
Customer Support Downloadable software upgrades (new/maintenance releases)
Yes
Yes
Customer Support Relationship based support: Designated Adlib Specialist
Yes
No
Customer Support Critical Incident Communication
Yes
No
Customer Support Escalation Management, Prioritization
Yes
No
Customer Support Support Status Reviews
Yes
No
Customer Support Scheduled 24/7 On-Call Support
Yes
No
Customer Support Dedicated internal customer environment
Yes
No
Customer Support Service Packs and Hot Fixes
Option
No
Customer Support On-site Support
Option
No
Customer Support Extended Support hours (beyond 8 a.m. - 6 p.m. EST)
Option
No
Customer Success Monthly Adlib Interactive webinar series
Yes
Yes
Customer Success Named Customer Success Mgr
Yes
No
Customer Success Annual Account review/plan
Yes
No
Customer Success ROI Analysis & Report
Yes
No
Customer Success Roadmap/Product Management Update
Yes
No
Customer Success Onsite Adlib Review/Roundtable
Option
Option
Customer Service Installation/Implementation Services
Option
Option
Customer Service Annual Technical Quality Assessment
Option
Option
Category Features Advantage Standard