Full Details of all Marketo Support Offerings:
Global Contact
http://nation.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
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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 Eve New Year's Day Independence Day Thanksgiving Day and the Day After Christmas Eve Christmas Day |
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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 Holidays: New Year's Day Easter Monday Christmas Day St. Stephen's Day |
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Australia Hours: M-F, 9am to 6pm Aus AET ANZ: +61 2 8310 7646
Languages Supported: English |
Observed Holidays: New Year's Day Christmas Day Easter Monday |
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Japan: Hours: M-F, 9am to 5:30pm JST JP: +81 3 6478 6080
Languages Supported: Japanese |
Observed Holidays: New Year's Holiday Coming of Age Day National Founding Day National Holiday Spring Equinox Day Day of Showa Constitution Memorial Day Green Day Children's Day 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:
| Priority | Description |
|---|---|
| P1 | Production down: Production system, application or critical feature / function is down |
| P2 | Production 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. |
| P3 | Minor 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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