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    Marketo Support Policies

    Version 5

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      Marketo Support's Mission is:

       

      "To provide fast and friendly world-class support through creative, flexible solutions to empower Marketo Automation Software success."

      Areas of Responsibility:

      Technical Support Engineers (TSEs) are your initial point of contact for any questions or concerns. TSEs are responsible for troubleshoot issues within your Marketo instance. Common areas within a Marketo instances which TSEs will assist with are:

       

      • My Marketo
      • Marketing Activities
      • Design Studio
      • Lead Database
      • Analytics
      • Revenue Explorer (RCA/RCE)
      • Calendar
      • Deliverability Tools
      • Search Engine Optimization (SEO)
      • Web Personalization (RTP)
      • Admin
      • Community

       

      Our TSEs are not web developers and as a result they are unable to troubleshoot most types of custom coding (ie. HTML, JavaScript, XML, etc.). Our support team is able to help with the following types of non-custom code: 

       

      • Simple Munchkin Code
      • Asynchronous Munchkin Code
      • Asynchronous jQuery Munchkin Code
      • SOAP API
      • REST API

       

      Our technical support engineers are here to assist you and our support commitment to our customers is to always work towards providing an above and beyond support experience.

       

      Note: Our team is not against looking at custom code and, based on the subject matter expertise, our TSEs might be able to offer suggestions and recommendations, but we do want to make it clear that they are not responsible for fixing or updating any custom code that has been implemented.

      Response Time

       

      Our Technical Support Engineers are bound to responding to your cases and issues within the Service Level Agreements from your account's level of support services.  We track response milestones to ensure that your cases are being handled in a timely manner as dictated by our agreed to SLA's.

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