About Support

Document created by 6b251803a89899b5bc8c7709db4c78261ad820a5 Employee on Apr 20, 2015Last modified by megantruett on Nov 8, 2017
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Full Details of all Marketo Support Offerings:

 

Global Contact

 

http://support.marketo.com:           Online Support Portal for Case management and Knowledgebase search

support@marketo.com:                     Email to Case Submission

supportescalations@marketo.com:   Contact Support management regarding Support services

supportfeedback@marketo.com:      Questions regarding Support or Community access

 

Regional Contact Information

Americas:

Hours: M-F, 6am to 6pm Pacific

Toll Free US: +1.877.270.6586

Direct: +1.650.376.2302

 

Languages Supported:

English, Spanish

Observed Holidays:

New Year's Day

Independence Day

Thanksgiving Day and the Day After

Christmas Day

Europe, Middle East, & Africa:

Hours: M-F, 8am to 5pm GMT

Europe: +353 (0)1 242 3030

UK: 0800 151 3030

 

Languages Supported:

English, French, German, Portuguese

Observed Holiday:

New Year's Day

Easter Monday

Christmas Day

St. Stephen's Day

Australia

Hours: M-F, 9am to 6pm Aus EST

ANZ: +61 2 8310 7646

 

Languages Supported:

English, Japanese

Observed Holiday:

New Year's Day                       ANZAC Day

Christmas Day                        Good Friday

Easter Monday                        Boxing Day

Japan:

Hours: M-F, 9am to 6pm JST

JP: +81 3 4520 9600

 

Languages Supported:

Japanese, English

Observed Holiday:

New Year's Holiday                 Marine Day

Coming of Age Day                Respect for Senior Citizens Day

National Founding Day          National Holiday

Spring Equinox Day                Autumnal Equinox Day

Day of Showa                         Sports Day

Constitution Memorial Day   Culture Day

Green Day                               Labor Thanksgiving Day

Children's Day                         Emperor's Birthday

Substitute Public Holiday       Year End

After-hours Support for Production Down Issues:

 

Online: Enter a Support Portal Case with Priority=P1

Phone: Call Support Line and follow the P1 prompts

 

Initial Response SLA

We ask that you use the following priority definitions when setting your case priority:

 

PriorityDescription
P1Production down: Production system, application or critical feature / function is down
P2Production impaired: A major feature or 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.
P3Minor issue: A minor issue is impacting usability of the system, but a workaround is available and major features/functions are working correctly.

 

PriorityOnline SupportBusiness Support
Premier Support
Elite Support
P11 Hour1 Hour30 Minutes30 Minutes
P24 Hours4 Hours2 Hours2 Hours
P36 Hours6 Hours4 Hours2 Hours

**P1 is in Calendar days; P2 and P3 in Business Days

 

Customer Support Services

Online Support
Business Support
Premier Support
Elite Support
Included With:
Subscription
$$$
24 x 7 Availability Monitoring
24 x 7 Customer Community
24 x 7 Support Portal Access
24 x 7 Global Phone & Web Support for P1 Cases
Named Support Manager
Named Support Engineer / Premier Manager
Technical Account Manager / Elite Manager
Local Business Hours Support
Web Case Submission
Live Chat Support
Phone Case SubmissionP1
Personalized Support Dashboard
Proactive Case Monitoring
Priority Case Routing
12 x 5 Regional Support Hours
24 x 5 Global Support Hours
Accelerated SLAs
Developer Support
Event VIP Status
Authorized Support Contacts4
6
6
8
Mentoring Sessions per Quarter144
Support Service Reviews per Year2
4

 

TSIA Certified Support Logo.png       TSIA RO 2017 MARKETO Assisted Support.png

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