Service Level Agreement (SLA)

Version 7

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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!