Full Details of all Marketo Support Offerings:

 

 

Global Contact

 

https://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 2303

 

Languages Supported:

English, Spanish

Observed Holidays:

New Year's Day

Independence Day

Thanksgiving Day and the Day After

Christmas Day

New Year's Eve

Europe, Middle East, & Africa:

Hours: M-F, 8am to 5pm GMT

Europe: +353 (0)1 511 9556

UK: 0800 151 3030

 

Languages Supported:

English, French, German, Portuguese

Observed Holidays:

New Year's Day

Easter Monday

Christmas Day

St. Stephen's Day

Australia

Hours: M-F, 9am to 6pm AET

ANZ: +61 2 8310 7646

 

Languages Supported:

English

Observed Holidays:

New Year's Day                           ANZAC Day

Christmas Day                             Good Friday

Easter Monday                             Boxing Day

Japan:

Hours: M-F, 9am to 6pm JST

JP: +81.03.4233.9014

 

Languages Supported:

Japanese

Observed Holidays:

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
P1Mission Critical: Core Business function down or potential loss of mission critical data
P2Urgent: Major feature or workflow is not functioning, mission critical workflow and majority of user community is not blocked
P3Important: Normal usability or task completion is impacted but functional or workaround is available
P4Minor: Minor issue requiring a correction, normal workflow is not impacted