About Support

Version 34

    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

    marketocares@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 SLT

    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.