Bizible Support Services

Version 11

    On behalf of Marketo Support – Welcome!

     

    You may be wondering how your accessibility to Bizible Support will change now that both companies are fully integrated. You’ll be happy to hear that the Bizible Support team will continue to be available and ready to assist you as part of Marketo!  In fact, since we are now combining forces with Marketo’s outstanding Support infrastructure, you should find receiving support even easier.

     

    Beginning in October, you’ll have the following options to create a Bizible Support case:

     

    Email: You will continue to be able to submit cases for Bizible issues to support@bizible.com. You can also submit issues to support@marketo.com. These cases will then be routed to your support team for assistance.

     

    Chat: You can open a chat session with the Bizible Support team through this landing page using the chat widget in the lower right corner of this screen.

     

    Phone: For Priority 1 (production down) issues, the Bizible Support team will be available through our toll-free number, 1-800-913-2620 ext. 2

     

    Web Portal: New for Bizible customers is the Marketo Support Portal! This portal is available 24x7 and will allow you to submit new issues to Support, or to update current issues. You can also access knowledgebase articles, engage with other users in our customer community, or should the need arise, open an escalation ticket with the Support Management team.

     

    Support Hours

     

    Hours: M-F, 9am-5pm Pacific Time, excluding US holidays

    Language: English

     

    Service Level Targets (SLT): Initial Response

     

    Upon reporting an issue to Bizible Support, a case will be opened, and responded to by a Technical Support Engineer. A response means that we will acknowledge the issue and assign the support ticket to a Technical Support Engineer for investigation. In some cases, we may request additional information in order to resolve the issue.  Response time depends on the priority level of the issue. The Technical Support Engineer will work with you to determine the priority level of the issue based on guidelines listed below.

     

    Response Times by Priority:

     

    PriorityDescriptionResponse Time
    P1Bizible Production Down: Application or critical feature/function is down60 Minutes from the issue being reported
    P2Bizible Impaired: A feature/function is not working correctly and is blocking full use of the Bizible product, but other features/functions are operational4 hours from the issue being reported
    P3Minor Issue: An issue is impacting usability of Bizible, but a workaround is available and major features/functions are working correctly6 hours from the issue being reported