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Hey everyone! I hope you're all doing great today. My name is Jamie, and I'm here representing my amazing team, Hack Hive. So, let's dive right in! As you know, Adobe offers subscriptions through various routes to market, including direct and indirect channels. Today, we'll be focusing on Adobe indirect Individual subscriptions, where Adobe collaborates with major affiliate partners such as HP, Seagate, Sony, and many more. Now, you might be wondering, what role does an individual customer play in all of this? Well, when customers purchase an HP or Dell laptop, for example, they become eligible for a complimentary offer of Adobe products. The duration of this offer can vary depending on the terms of the contract. This complimentary offer holds significant value for both the customer and Adobe. It provides individuals with a chance to experience Adobe products and services firsthand, allowing them to explore the benefits and features. However, a problem arises when Adobe integrates with a third-party company called ZULU (changed real name here) to provide the customer experience of redeeming the complimentary offer. ZULU, operating under the Adobe brand, creates a user interface for customers to redeem their offers. The issue is that customers are often unaware of ZULU's involvement and assume they are directly interacting with Adobe . Unfortunately, ZULU frequently experiences downtime due to multiple ransom attacks, resulting in a negative experience for customers trying to redeem their complimentary offer. In the case of issues with redeeming the complimentary offer, customers often reach out to Adobe Support for assistance. However, since the problem is managed by a third party, our engineering team has limited ability to solve the problem directly. This can result in delays and frustration for customers seeking resolution. Furthermore, customers often express their dissatisfaction and share their negative experiences on social networks, such as Twitter, community forums, and blogs. This amplifies the negative impact on Adobe brand image and further affects customer perception. The consequences of the problem extend beyond customer experience. There is an estimated loss of $5 million in present due to ZULUs downtime and future deals are not even accounted for yet. This financial impact emphasizes the urgent need to address and enhance the customer experience to prevent further revenue loss. In conclusion, there is a clear problem that needs to be addressed in order to enhance the customer experience and revenue growth.