Service Level Agreement (SLA)

Document created by 0990c59b444c76027d96735c1a399d72e146ac44 on Dec 30, 2014Last modified by b314881cf2c6f34ff6c1ea07c3f07a199f877a57 on Sep 27, 2017
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Upon signing a contract with Marketo you are provisioned a Marketo instance and a Support Service. There are five different types of Support Services which are available to meet different customer support needs:

  • Online

  • Business
  • Premier

  • Elite

Each Support Service has a different Service Level Agreement (SLA). An SLA is the amount of time Marketo Support agrees to make first contact with you after a support case has been submitted. SLAs differ for each Support Service and priority level. Priority levels range from Priority P1 to Priority P3. Here are the SLAs and priority levels for each Support Service:

 

Priority

Online

Business

Premier

Elite

P1

1 hour

1 hour

30 minutes

30 minutes

P2

4 hours

4 hours

2 hours

2 hours

P3

6 hours

6 hours

4 hours

2 hours

 

Here are the descriptions for each priority level:

Priority

Description

P1

Production Down: Production system, application, or critical feature/function is down.

P2

Production impaired: A major feature/function is not working correctly and is blocking full use of the Marketo system, but existing production campaigns are working correctly and other features are operational.

P3

Minor issue: A major issue is impacting usability of the system, but a workaround is available and major features/functions are working correctly.

 

Find more information About Support here!

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