Service Level Targets (SLT)

Document created by Jamie Carey on Dec 30, 2014Last modified by Kenneth Law on Jun 18, 2019
Version 10Show Document
  • View in full screen mode

Upon signing a contract with Marketo you are provisioned a Marketo instance and a Support Service. There are four 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 Target (SLT). An SLT is the amount of time Marketo Support targets to make first contact with you after a support case has been submitted. SLTs differ for each Support Service and priority level. Priority levels range from Priority P1 to Priority P3. Here are the SLTs and priority levels for each Support Service:

 

Priority

Online

Business

Premier

Elite

P1

1 hour

1 hour

30 minutes

30 minutes

P2

4 hours

3 hours

2 hours

2 hours

P3

6 hours

5 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!

Attachments

    Outcomes