About Support

[#1]

Full Details of all Marketo Support Offerings:

• Support Levels Offered
• Service Level Response Targets

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)1 242 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 AET 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	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:

Priority	Description
P1	Mission Critical: Core Business function down or potential loss of mission critical data
P2	Urgent: Major feature or workflow is not functioning, mission critical workflow and majority of user community is not blocked
P3	Important: Normal usability or task completion is impacted but functional or workaround is available
P4	Minor: Minor issue requiring a correction, normal workflow is not impacted