About Support

[#1]

Full Details of all Marketo Support Offerings:

• Support Levels Offered
• Service Level Response Targets

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

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: +1.650.376.2302 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 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.