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klaw

Safe Harbor Program Update

Posted by klaw Employee Oct 8, 2015

Like you, Marketo takes privacy seriously. We treat the data that you collect and use on our platform with the utmost sensitivity and employ strict policies and appropriate protections to help ensure the privacy of that information.

 

Marketo is responding to the October 6, 2015 invalidation of the Safe Harbor Program by developing an addendum to our services agreement that will incorporate the standard contractual clauses, which is an alternative mechanism for transferring personal data outside the EU in compliance with EU data protection law.

 

Find more information and access the data processing addendum here.


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The recent WordPress 4.2.3 security release is affecting Marketo embedded forms.  WordPress is injecting code that comments out the line of the embedded code that loads the form.  This prevents the form from displaying on the page.

 

To correct this error, simply copy and paste the embedded code back onto the page using the Text Editor instead of the Visual Editor to prevent the code injection.


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Marketo is strengthening our encryption protocols and following security best practices.

 

RC4 cypher used in TLS/SSL transactions is no longer considered s strong security protocol and will be gradually disabled on Marketo networking devices, starting July 20, 2015.

 

No interruption of Marketo SaaS services is expected as a result of this change. 

 

Customers with legacy systems dependent on RC4 are advised to update any API components used to connect to Marketo SaaS APIs in order to support other secure protocols and cyphers such as AES, 3DES, or ECDHE .

 

If you encounter any issues please contact Marketo Customer Support.

 

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With the new Marketing Nation Community, we have an all new way for customers to submit and manage their support cases.  A new application called the CaseConnector.  The CaseConnector is directly integrated with Marketo's case management system and it has been built to be responsive, so if you need to access the CaseConnector on the Marketing Nation Community through your tablet or smartphone, our new case submission solution is optimized for your use.

 

There are a few different ways to get to the CaseConnector, The simplest and easiest way is using the Create menu.  Just click the Create menu next to your profile avatar and scroll down and click My Cases.

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The two other ways of accessing the CaseConnector involve going to your Company Space in the Marketing Nation Community.  From your Company Space simple select My Cases in the sub-menu or from the Action menu, select My Cases.

My Company Space.png            My Company Space2.png                                                      

Once the CaseConnector has launched, select the Create Case tab and the case submission form is all yours to fill out.  Our Marketo Support team is standing by to assist you.

CaseConnector4.png

 

And that's all it takes to submit a case to our team.


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Welcome to the Marketo Support Solutions Blog!

 

The Marketo Support team is full of ideas and thoughts that we want to share with our customers, so from time to time you'll see updated blog posts from many of our team members with helpful hints and tips of using Marketo, different tricks you can try to achieve certain results, maybe some interesting workarounds, and news from the world of Marketo support.

 

If you haven't guessed it yet, the partnership that I am talking about in the title is the one that Marketo Support forms with you, our valued customer.  Your success in using Marketo and achieving your business goals is the focus of everyone in our Marketo Support organization, from our Technical Support Engineers to our Support Managers.  We're here to build a relationship with customers in order to best meet their needs for their organizations and there are a few ways that customer can help us achieve that mutual goal.

 

It's Broke.  Fix it!

If you submit a support case and tell us something is broken, we are ready to jump to take care of it for you, but before we jump, it would be great to have a general idea of what we are going to jump into.  The adage, "The devils in the detail" are no where more right than in submitting a case to our support team.  A few things to consider before you hit the submit button:

 

  • What action where you trying to perform?
  • What error messages are you receiving?
  • What steps do you perform to re-create the error?
  • Screenshots to show the errors
  • Links to any assets associated with your case
  • Exact names of any Programs, Campaigns, Forms, or Fields
  • URLs for any external pages that are part of the issue

 

Our team may still come back to you with questions, but they will likely be more specific and targeted on what the solution could be.

 

Be Sure to Learn Well Grasshopper...

Our support engineers will do their best to work on resolving your problems, provide you some instruction on how to do something in Marketo, they might even go the extra mile to assist you in diagnosing some problems due to custom work that you may have done, but something our team isn't really in a position to do is to tell you, how you should be using Marketo.  We have a lot of other great teams at Marketo that we can direct you to if you have questions like that.  Be sure to leverage all the resources Marketo offers to maximize your journey towards your goals.

 

Marketo Education - Classes and Courses focused you teaching you the ins and outs of Marketo and Marketing Automation

Marketo Services - Need some custom help or development?  The team to call on for all your custom needs

Marketo Customer Account Managers - Need that that Best Practice paper for a Marketo Drive Play that really get your strategy solidified, contact the account manager to all your needs

 

Feedback - Bring on the Applause or the Call to Action

It is always nice to know when we are doing things right.  It helps validate the time and effort our teams invest into trying to deliver the best possible customer support experience out there, but we will also be the first to admit that we aren't perfect and sometimes we have some misses.  We really value the feedback of our customers, cause there is no support goal greater than being able to provide the tools and solutions that our customers need.  So when you have the opportunity, and a little time, be sure to take advantage of any support survey, feedback option, or poll that you encounter.  We'll continue to get better as long as you continue to want us to.


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