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Adobe's remix: technical support for free and for fee.

MOUNTAIN VIEW, Cal.--Adobe Systems Inc., manufacturer of graphics, publishing and multimedia software, will launch Adobe Customer First, a new system of technical support for its customers, at the end of March.

The program will combine complimentary and fee-based options, according to the company. Adobe products carrying suggested retail prices of up to $199 will include a single-case person-to-person technical support call. Products with prices of more than $200 will come with 90 days of free person-to-person support for retail purchases, and 30 days of support for upgrade product purchases. The program also will be available through a fax-back service and Adobe's site on the Internet's World Wide Web.

Fee-based services will consist of a flat fee of $25 for all Adobe retail products, including Photoshop and Illustrator, or $40 for the company's UNIX networking products. An annual fee-based support service, called Alliance, will provide consumers with a year of priority-routed calls about any Adobe product.

In offering both free support and fee-based services, depending on the type of call, Adobe is following a business model established by companies like Microsoft, Packard Bell and Compaq. The move to toll-based 900 service is intended to offset some of the costs associated with 800 service.

Adobe's service will be available to consumers March 29.
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Title Annotation:Adobe Systems Inc. initiates Adobe Customer First program
Author:Greenman, Catherine
Publication:HFN The Weekly Newspaper for the Home Furnishing Network
Article Type:Brief Article
Date:Mar 4, 1996
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