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:
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) |
PREMIER |
(Legacy) |
PREMIER |
(Legacy) |
PREMIER |
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!