About Support

Document created by 6b251803a89899b5bc8c7709db4c78261ad820a5 on Apr 20, 2015Last modified by Kenneth Law on Jun 18, 2019
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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

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

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 6478 6080

 

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.

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