About Support

Version 28

    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

    supportfeedback@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 SLA

    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.

     

    PriorityOnline SupportBusiness Support
    Premier Support
    Elite Support
    P11 Hour1 Hour30 Minutes30 Minutes
    P24 Hours4 Hours2 Hours2 Hours
    P36 Hours6 Hours4 Hours2 Hours

    **P1 is in Calendar days; P2 and P3 in Business Days

     

    Customer Support Services

    Online Support
    Business Support
    Premier Support
    Elite Support
    Included With:
    Subscription
    $$$
    24 x 7 Availability Monitoring
    24 x 7 Customer Community
    24 x 7 Support Portal Access
    24 x 7 Global Phone & Web Support for P1 Cases
    Named Support Manager
    Named Support Engineer / Premier Manager
    Technical Account Manager / Elite Manager
    Local Business Hours Support
    Web Case Submission
    Live Chat Support
    Phone Case SubmissionP1
    Personalized Support Dashboard
    Proactive Case Monitoring
    Priority Case Routing
    12 x 5 Regional Support Hours
    24 x 5 Global Support Hours
    Accelerated SLAs
    Developer Support
    Event VIP Status
    Authorized Support Contacts4
    6
    6
    8
    Mentoring Sessions per Quarter144
    Support Service Reviews per Year2
    4

     

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