Adobe Software Reseller and Support

The vendor required to provide adobe software reseller and support for include:
- Named point of contact for customer support - consortium lead
•    An appointed cybera and shareit account led to handle intake, routing to institution reps, escalation, and a brief bi-weekly and weekly status touchpoint with cybera during agreement acquisition time period.
•    Assign a primary customer service contact for each participating member that is procuring or renewing, plus a named backup. 
•    These contacts should have experience with adobe education licensing in country and experience working with a consortium and shared-service model.
•    The cybera account lead and all member-facing contacts should each have at least two years advising higher-education institutions on adobe licensing, experience serving large public-sector or government clients, working knowledge of single sign-on and automated user provisioning, and the ability to explain when agreement versus VIP is the better fit.
- Onboarding and knowledge transfer
•    Within ten business days of award, deliver a short onboarding that covers: roles, escalation, how quotes flow, purchase-order requirements, and tax handling for state. 
•    Keep a living contact roster (names, roles, email, phone, hours) updated monthly or within two business days of any change.
- Succession and continuity
•    Maintain a simple approach so service continues during staff changes. 
•    Replacements must meet the same qualifications. 
•    Target a five-business day overlap or shadow where practical. 
•    Cybera of personnel changes within one business day; identify interim coverage within two business days; confirm the permanent backfill within ten business days; complete handover within two business days.
- Communication cadence and reporting
•    Provide decision ready reporting: quarterly roll up due within ten business days after quarter end; starting sixty days before major anniversaries provide a biweekly snapshot of renewals, true ups, quotes outstanding, and blockers. 
•    Ad hoc reports within three business days or provide an eta when dependent on external data. 
•    Reports must include a csv or xlsx and a one-page executive summary with variances and next actions.
- Acquisition support service levels
•    Provide VIP quotes within two business days for new or add-on requests, and within three business days for renewals or true-ups.
•    Agreement partner steps within two business days after adobe releases required items (adobe controls release timing).
•    Name a second-level escalation manager who responds within twenty-four hours on items older than three business days.
- Educate members and shape contract path
•    Provide a plain-language briefing (up to two pages) that explains model choice and the steps for agreement and for VIP and MP (include municipal program considerations).
- Per institution recommendations and decision logging
•    Participating share IT member, the proponent has the ability to deliver a written recommendation memo for agreement or VIP or the large government agencies program agreement. 
•    Include rationale, prerequisites, contract path, and key dates. 
•    Maintain a decision log with institution, choice, rationale, approver, and the date.
- Support when a member is moving from a prior var
•    Provide a short program transition plan within 10 business days of award. 
•    Complete a simple intake for each member within 15 business days of their opt-in. 
•    After a member consents, obtain needed data and access within 10 business days. 
•    Confirm cutover prerequisites at least 5 business days before cutover.
- Monitored email alias for share it requests
•    Create a monitored email alias for share it requests with an automatic acknowledgement; describe how you will route and escalate items.
- Proactive communication plan for adobe mandated changes
•    Provide communication templates for technical teams, faculty and students, and cybera. 
•    Include prior examples and success stories.
- Point of contact for customer support
•    Provide a single point of contact for administration support to cybera. 
•    Assign one customer service contact per member with higher-education adobe licensing administration experience (consortium experience preferred). 
•    Briefly describe how you handle intake and case handling.
- Ordering and invoicing continuity
•    Explain how you consolidate member requirements and handle invoicing and remittance to adobe so service is not interrupted.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: November 25, 2025