Adobe Experience Manager (AEM) Review

In all honesty, the support is simply not the reason you purchase this product, and quite frankly the reason some companies switch to comparable alternatives. We even had premium support previously, and in my opinion, it wasn't much better than before. Yes, we did get responses more quickly, and updates more frequently, but the updates were typically some version of "we're still working on this" or "we'll get you an update soon" (often where these were sent 3 or 4 times in a row before getting anything tangible). In the end, the time to solution was not much (any?) quicker, the premium just got us more communications.

You'll definitely still have your bumps and quirks with AEM like these others (e.g. working on something before realizing your session expired and having to log out then log back in, or random errors populating on the page - sometimes with little to no documentation available). However, the usability I would say is pretty comparable to the other Adobe products we use (Target, Analytics, AAM mostly) - potentially even slightly better.

I would say the best case scenario is if you are planning on using AEM as is. Anything in excess of the out-of-the-box functionality can possibly be done, but it likely will include at least a couple of the following: additional assistance needed from IT/development/engineering team, support from Adobe (not Adobe's best quality by a long shot), bugs/glitches from bending the product to do something it may not be inherently designed to do.

Availability was not a huge issue for us in using Adobe Experience Manager. There were definitely times where we experienced periods of outages, but they were not super frequent, and when they occurred, they rarely lasted for more than an hour or so. Additionally, these outages never (to my knowledge) caused anything we had running to break or even caused complications in anything we had set up - rather we just had to wait to come back to the tool to complete whatever task we needed to complete.

Again, similar to one of the previous questions, the performance I would say is pretty comparable to the other Adobe products we use (Target, Analytics, AAM mostly), and again potentially even slightly better. The load time I would say can be a bit on the long side at times (mostly compared to other, non-Adobe products), and but it's not anything that will be too cumbersome - at least with our setup. Additionally, I never experienced (or heard anyone speak of) any other systems' latencies increasing as a result of being integrated with AEM.