Service Level Targets (SLT)

 

This is a article attached imageThis is a article attached image

Upon signing a contract with Marketo you are provisioned a Marketo instance and a Support Service. There are four different types of Support Services which are available to meet different customer support needs:

  • Online

  • (Legacy) Business or PREMIER SUPPORT BUSINESS
  • (Legacy) Premier or PREMIER SUPPORT ENTERPRISE

  • (Legacy) Elite or PREMIER SUPPORT ELITE

Each Support Service has a different Service Level Target (SLT). An SLT is the amount of time Marketo Support targets to make first contact with you after a support case has been submitted. SLTs differ for each Support Service and priority level. Priority levels range from Priority P1 to Priority P4. Here are the SLTs and priority levels for each Support Service:

 

Priority

Online

(Legacy)
Business

PREMIER
SUPPORT
BUSINESS

(Legacy)
Premier

PREMIER
SUPPORT
ENTERPRISE

(Legacy)
Elite

PREMIER
SUPPORT
ELITE

P1

1 hour

1 hour

1 hour

30 minutes

30 minutes

30 minutes

15 minutes

P2

4 hours

3 hours

2 hours

2 hours

1 hour

2 hours

30 minutes

P3

6 hours

5 hours

4 hours

4 hours

2 hours

2 hours

1 hour

P4

3 days

1 day

1 day

1 day

1 day

1 day

1 day

 

Here are the descriptions for each priority level:

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

 

Find more information About Support here!