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System Uptime and Reliability   Month Uptime March 2020 99.879% February 2020 99.972% January 2020 99.925% December 2019 99.893% November 2019 99.942% October 2019 99.945% September 2019 99.963% August 2019 99.489% July 2019 99.980% June 2019 99.750% May 2019 99.800% April 2019 99.980%     Email Deliverability Score     Trusted IPs All IPs Month Cisco SenderBase Good/Neutral/Poor ReturnPath Sender Score 0 to 100 Cisco SenderBase Good/Neutral/Poor ReturnPath Sender Score 0 to 100 March 2020 Good 98 Good 98 February 2020 Good 98 Good 98 January 2020 Good 98 Good 98 December 2019 Good 98 Good 98 November 2019 Good 98 Good 98 October 2019 Good 97 Good 98 September 2019 Good 99 Good 98 August 2019 Good 98 Good 97 July 2019 Good 98 Good 97 June 2019 Good 98 Good 97 May 2019 Good 98 Good 97 April 2019 Good 97 Good 98
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  NOTE: In order to manage authorized support contacts you must be set up as a SUPPORT ADMINISTRATOR on your support entitlement with Marketo.   IMPORTANT BEFORE YOU FOLLOW THE STEPS BELOW: Our system is particular about how each User needs to access the Support Portal. Simply going straight to the nation.marketo.com will not have the desired result. Each User must access the Support Portal from your instance. This can be done by logging into your Marketo instance and either clicking on the Community tile or Community button in the upper right hand corner of your instance. Users will not show up in the list of available users to be added as Authorized Support contacts until these steps are completed. Below is an example image of the community tile each User must click:       This will bring you to the Community page (https://nation.marketo.com/), and from there you will proceed to follow these steps:   1. Log into the Marketo Community and click Support.     2. Click Manage Authorized Contacts to approve or disapprove authorized contacts.     3. The top of the Manage Authorized Contacts page provides information about contact totals.  If the Allow Marketo Support to Add Authorized Contacts is checked, it means that the customer has granted permission to Marketo Support to add authorized contacts.     4. To authorize a contact, check the Is Authorized checkbox next to the contact's name.  In order to appear on the list of available contacts, the user must have clicked Community (while logged into Marketo) at least  once.     5. To un-authorize a contact, click the Authorized checkbox next to a contact name to clear the checkmark. Click OK in the popup.      If a contact on the list is no longer an employee at your company or that person does not need to manage cases, you can remove a contact from the listing entirely, by deselecting the Authorized box, and selecting the No Longer checkbox. Click OK in the popup.         Great! You can now manage Authorized Contacts for your account.  
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Requesting a Mentoring Session Overview Mentoring Sessions are 30 minute meetings with Marketo Support experts for a deep dive into select topics. Included in Marketo Business, Premier and Elite Support levels, these sessions are intended to help you gain deeper understanding of features, gain insight into product usage, and get advice and guidance outside the normal context of support case triage and resolution.   Marketo Premier and Elite Support levels include up to 4 Mentoring Sessions per quarter. And Business Support includes up to 1 Mentoring Session per quarter.   Note: Premier and Elite requests will differ from Business requests after clicking "Schedule a Session"     1. Click the Support Tab at the Top of the Screen.       2. Scroll down to find the Mentoring Session Box.     3. Click Schedule a Session.     For Premier or Elite Customers:  (See Business instructions below) 4. Find and click on  the Subject Matter you'd like to discuss with your Marketo Support expert.   '     5. Pick a date and time of your preference. **Don't forget to double check the timezone you're in!**       For Business Customers:  4. Choose your Topic, Session Request Date, Session Request Time and a description of your goals and any questions that you have.           Common Topics for Mentoring Sessions Mentoring Sessions are intended to deliver practical guidance on the effective use of Marketo including how-to advice, tips and techniques, and other relevant topics. Some common topics include: New Release introduction and review Feature training and adoption including product/feature demonstrations and education on how to use a new feature in context of your specific use case Exploring best practices for campaign setup, showing how Marketo can achieve specific outcomes to help drive your business Sanity-check of Campaign logic and multi-campaign workflow verification Explore and discuss ‘How do I…’ questions and provide best practices advice, and hands-on guidance Troubleshoot HTML* within context of: Marketo Landing Pages; Wysiwyg editor Embedding forms on non-Marketo Landing Pages HTML issues created by the Marketo Landing Page editor Troubleshoot client-side JavaScript, helping with Google Analytics, Munchkin code conflicts, and light development to overcome/compliment Marketo functionality* Work with third parties to resolve configuration issues, includes making use of common use cases like PPC or UTM capturing and interactions       Frequently Asked Questions Why do I have to schedule it one week in advance? Support engineers are very busy, and preparing for a mentoring session can take time. Sometimes there is additional research or material that needs to be created. Sometimes it just takes time to line up the schedules of the experts that are needed.   How come I can’t choose the exact time I want? The day and time is used as a guideline for the request of the support engineers. After filing the request, the expert who is assigned your case will reach out to you in 24-48 hours to arrange the exact time and specifics. This helps us be more versatile and agile in aligning schedules.   Why is my mentoring session not being handled by my Named Support Engineer? We want to put you in contact with the best expert on the subject of your needs. Sometimes this is your Named Support Engineer, and sometimes it is another expert on our team. But don’t worry: if your Named Support Engineer is not assigned the case, they will still be included in the meeting to maintain continuity for you and your team.   How are my mentoring sessions counted? This number counts down every time a mentoring session or extended service is requested by any Authorized Support Contact on your team.
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Please view the document below for an overview of services provided by Marketo Customer Support.
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Issue Description You recently passed the MCE and want to add the certification to your Community profile.   Issue Resolution Certification updates happen every 2 weeks, and your Community profile has to be filled out completely for the update to work. If you don't see your update within two weeks, please reach out to mktcertf@adobe.com .     Is this article helpful ? YesNo
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As of November 30, 2019, all the familiar content on the  Marketo Engage Status Page has been  migrated and is now available on the  Adobe Status Page . This move allows us to leverage Adobe’s more robust and efficient monitoring platform for not only the standard alerts and scheduled maintenance, but also hotly-requested functionality including pod-specific status updates and proactive notifications!   Timeline October 31, 2019: The functionality to subscribe to notifications at the solution and pod level released on the Adobe Status Page. Customers may begin exploring and subscribing to various notifications.   November 30, 2019: Marketo Status Page was deprecated and a redirect to Adobe Status Page was put in place. Moving forward, please refer to this article for up-to-date  System Uptime and Deliverability Scores.   January 8, 2020: To better prepare you for upcoming changes and scheduled maintenance, we have increased the previous two-day ‘lead time’ of these notifications based on impact. Service Maintenance 30-day lead notifications are now available on Web/Mobile/Tablet surfaces and via Email notifications.     Opt-In to Adobe Status Page Subscriptions For step-by-step instructions on how to opt-in to Adobe Status notifications, please refer to this article: Subscribe to Adobe Status Notifications    Common Questions How do I see previous issues or maintenance? 1. Go to: https://status.adobe.com/ 2. Click "Experience Cloud"  3. Click "Adobe Marketo Engage" 4. Select the appropriate Service  5. Click the dots on the date line to view the details of what occurred on that day What do the colors mean on the Status page? 1. Blue is for maintenance 2. Red is for a major issue 3. Orange is for a minor issue
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1. Navigate to  https://status.adobe.com     2. Click Manage Subscriptions                               3. Sign in using your Adobe credentials or click Create an Account to log in                                       4. Select Experience Cloud drop-down                               5. Select Adobe Marketo Engage                                       6. Select a business service(s)                                     Prior to selecting a regional location(s), you will want to identify what data center and pod/server your instance is located in. Yo u can deduce this information by looking at the URL of your instance. The CNAME = the pod or server your instance is on.         The example above indicates that this instance is in our Ashburn data center on pod A. This user would select the regional location Marketo Ashburn, and then pod ABA, as shown below.    The abbreviations for all of our data centers are as follows:  ab = Ashburn  sj = San Jose  sn = Sydney  lon = London    NOTE: This method can also be used to identify what Real Time Personalization (RTP) pod/server your instance is in.    7. Select regional location(s) and event type(s)                             8. Select the environment(s) you would like to subscribe to and click Continue                                     9. Review your subscription preferences and click Done  
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Issue Description Visit Web Page activity is tracked and showing up for one subdomain on your site, example.marketo.co, on a record but it is not recording activities for a different subdomain, pages.marketo.co.   Issue Resolution The reason that this behavior is taking place is because the domain that is being utilized has a two letter top level domain "example.co". For domains that end with a two letter suffix, “example.co”, the Munchkin script is setting the tracking cookie to the third domain level by default. This is to take into account two letter country codes such as “.jp”, “.us”, “.cn”, and “.uk”. This means that when someone visits “info.example.co”, the Munchkin script will assign a new cookie to “info.example.co” instead of “example.co”. When someone visits or is referred to a different subdomain, such as "pages.example.co” it will create a new cookie for this domain “pages.example.co”.   To prevent this from taking place you will need to add the Munchkin Initialization Parameter setting the “domainLevel” to “2”. This will cause the cookie to be set to the second domain level “example.co” when visiting either the Marketo or non-Marketo hosted landing pages. Details about the Munchkin Initialization Parameters can be found in this Developers Doc:   https://developers.marketo.com/javascript-api/lead-tracking/configuration/   Since the Marketo hosted landing pages will, by default, use the same 3 third level domain behavior, you will need to disable tracking at your template level using the steps at the end of this article:   https://docs.marketo.com/display/public/DOCS/Create+a+Free-form+Landing+Page+Template   This will disable the default tracking that all landing pages get in Marketo. Then, similar to external landing pages, your team will need to add the Munchkin tracking code to your Marketo templates, where you would have control to set the domain level to 2 (instead of 3). Once this has been updated on both the external landing pages and Marketo hosted landing pages, the tracking cookies will be set at the second domain level and work across the various sub-domains.   Who This Solution Applies To Customers with two letter domains   Is this article helpful ? YesNo  
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NOTE: Securing any Marketo domains requires the "Secured Domains" product first be added to your subscription. A base offering will be automatically added to all customer subscriptions at next renewal, but to make any SSL or domain changes, or purchase coverage for additional domains, please contact your Marketo Customer Success Manager (CSM) for more information.   Marketo’s Secured Domains for Landing Pages secures any and all landing page domains defined in your instance to be served via HTTPS. Serving your pages securely assures that you’re providing critical security and data integrity for both your pages and your visitors’ personal information.   Below you’ll find the 5-step process to secure your Marketo landing pages with Marketo’s Secure Domains for Landing Pages. Please note, there is an automated support case that gets created on your behalf when the purchase of Secured Domains for Landing Pages is completed.     Step 1. Verify your Landing Page Domain, CNAMEs and any Domain Aliases are setup Before you can secure your landing page domains and any domain aliases (subdomains), you must first set these up in Marketo. If you are a new Marketo customer working through your implementation, please work with your implementation consultant on the landing page domain(s) setup and timing to cut over to HTTPS. If you’re securing your landing page domains for a previously implemented instance, please verify that your domains and domain aliases (subdomains) are set up in your instance. Below are some links to help: Edit Landing Page Settings – to set you Landing Page Domain Customize Your Landing Page URLs with a CNAME – to understand and set up CNAMEs (subdomains) Add Additional Landing Page CNAMEs – to set up multiple CNAMEs in your instance (subdomains) Be sure your redirect rules and domain aliases are updated to use https:// instead of http:// .   Step 2. Edit and update the HTML code of your existing landing page templates to HTTPS Next, you'll need to review and update your Marketo landing pages to ready them to be served securely. Please complete the following two actions in order before moving on to Step 3: If you purchased Marketo before January 2016, please un-approve and immediately re-approve all landing pages last updated before January 2016. This can be done in bulk in the Landing Pages section of Design Studio by selecting a group of pages for un-approve/re-approve via the “Landing Page Actions” menu. We recommend completing this step in batches of a maximum of 10-20 pages at a time. Instructions for doing so can be found here: Approve Multiple Landing Pages at Once - Marketo Docs - Product Documentation. You can see the "Last Updated" timestamp in the Landing Pages section of Design Studio. Open the HTML code for each landing page template. C hange all URLs listed in the HTML currently formatted as "http ://" to instead read "https://" TIP: Ctrl+F "http" to automatically highlight all URLs that must be updated: Simply add "s" after each http reference until ALL have been updated to https Missing even one URL's http reference will cause the "Mixed Content" browser warning:   vs.  SAVE THE PAGE AS A DRAFT Do  not approve the draft. You will approve the drafts after Support activates SSL in Step 4. NOTE: Once you secure your Marketo landing pages to be served over HTTPS, you should not link to HTTP (unsecured) assets or pages from your secured landing pages.   For more detailed guidance, please see our recorded instructions below         Step 3. Respond to the TSE via the existing support case The TSE will then begin the process on our end to generate certificates to cover all the domains and subdomains configured in your instance. Once notified, please allow 3 business days for Marketo to create your secure server endpoint. Marketo's Support team will contact you when this is complete. We appreciate your patience during this 3-day setup process.   Step 4. Marketo Support Will Activate Your Secured Domains for Landing Pages Once we've generated and issued the necessary SSL certificates for your domains, we'll notify you that it is done and activate SSL for your Landing Pages. NOTE: There will be a brief "cut-over" period between when HTTPS is enabled by the TSE and when you are able to complete Step 5 below. During this time, landing pages may show up to customers with a mixed-content warning; however, all links and emails will continue to work properly without disruption, and your customers are not at any risk. Be ready to complete Step 5 quickly once instructed to minimize this period.   Step 5. Re-approve your landing pages and verify success Once your Support Engineer has activated the switch to HTTPS for your instance, y ou must immediately take the following actions: Approve all draft pages that you edited from Step 2 above. This can be done in bulk in the Landing Pages section of Design Studio by selecting a group of pages to approve via the “Landing Page Actions” menu. If you include a Marketo landing page on a secure website using an iframe, you will need update the HTML to load the secure version of the landing page, otherwise the end user will get a security warning. Verify your pages are loading and rendering as expected. Contact Marketo Support with any issues you may encounter.     Questions & More Information For more information, including and FAQ, please see the Marketo Secured Domains for Landing Pages Overview & FAQ.     Is this article helpful ? YesNo
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  Marketo Support's Mission is: "To provide fast and friendly world-class support through creative, flexible solutions to empower Marketo Automation Software success."   Areas of Responsibility: Technical Support Engineers (TSEs) are your initial point of contact for any questions or concerns. TSEs are responsible for troubleshoot issues within your Marketo instance. Common areas within a Marketo instances which TSEs will assist with are:   My Marketo Marketing Activities Design Studio Lead Database Analytics Revenue Explorer (RCA/RCE) Calendar Deliverability Tools Search Engine Optimization (SEO) Web Personalization (RTP) Admin Community   Our TSEs are not web developers and as a result they are unable to troubleshoot most types of custom coding (ie. HTML, JavaScript, XML, etc.). Our support team is able to help with the following types of non-custom code:    Simple Munchkin Code Asynchronous Munchkin Code Asynchronous jQuery Munchkin Code SOAP API REST API   Our technical support engineers are here to assist you and our support commitment to our customers is to always work towards providing an above and beyond support experience.   Note: Our team is not against looking at custom code and, based on the subject matter expertise, our TSEs might be able to offer suggestions and recommendations, but we do want to make it clear that they are not responsible for fixing or updating any custom code that has been implemented.   Response Time:   Our Technical Support Engineers are bound to responding to your cases and issues within the Service Level Agreements from your account's level of support services.  We track response milestones to ensure that your cases are being handled in a timely manner as dictated by our agreed to SLA's.
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  NOTE -  Only authorized support contacts from your organization can submit support cases. To tell if you are an authorized support contact or not, access the Support Tab and select Create Case.  If you are not an authorized contact, you will receive the below screen.  If there is available space you can select the green button and add yourself as a support contact. If there are no open available support contact slots, the green button will not appear, and you will need to contact the support admin for your account.       1. Go to Support.     2.  Click My Case Management       3. Click on +Create A Case       4. Enter a Subject to see suggested articles on the problem. Select an article to open a new tab. Select the + if you would like to see the full subject of the article first.       6. Didn't find the help you needed? Enter your information into the required fields. Click Submit.     Great! You've submitted a case. A support rep will reach out to you shortly.
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‌   Marketo offers a number of ways to contact Marketo Support directly for assistance in our different support regions.   Support Portal (https://support.marketo.com)   The Marketo Support Portal features a web form submission to submit support cases to Marketo Support.  The form gives authorized support contacts the ability to provide details on the support issue that allows Marketo Support to efficiently and effectively assign your case to the best suited available support engineer.     Email to Case Submission   Authorized Support Contacts can email their support cases to: support@marketo.com   Reminder: Cases submitted by email are all submitted with a P3 Priority   Regional Phone Contact Information   For customers with Business, Premier, or Elite Support Levels, we offer phone support coverage.  Authorized Support contacts can contact Marketo Support by calling one of the regional phone numbers listed below.  Our phone system will validate your inbound phone number and route you to one of our available Technical Support Engineers         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 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, 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   Online Chat (https://support.marketo.com)   Marketo Support also offers online chat with our support engineers from our Support Community.  Authorized support contacts who are logged into our Marketing Nation Community can take advantage of chatting with our support engineers online.     To Access Chat Support:   Click the Support Button      Look for the chat Button and click to chat.  
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  Identifying Landing Page Domains in Your Instance As of August 2019, Secured Domains will be included as a base offering for all subscriptions, to ensure our customers are set up for digital security best practices when it comes to their marketing efforts. The base offering will secure your first Landing Page domain and first Tracking Link domain - additional domains may be purchased a la carte.   New Subscriptions: If you’re a new Marketo customer with a new subscription, one of the steps in setting up your instance is to set your CNAMES, landing pages domain name, and any domain aliases. For more information see, Customizing Your Landing Pages URL with a CNAME and Adding Additional Landing Page CNAMEs. Once this is done, you’ll be ready to count the unique domains (as described below) and initiate the Secured Domains for Landing Pages process (if purchased or included in your instance).   Established Subscriptions: Have you had your Marketo subscription for a while and want to know how many landing page domains you’ve got setup in your instance? If you’re a Marketo Admin, you can see your landing pages domain name and domain aliases by clicking on Landing Pages in the Integration section of the Admin console:   On the Landing Pages tab, you’ll see your landing pages Domain Name. The first part of the URL (info.) is your CNAME and the second part (gladiatorapps.com) is the domain. Here’s an overview of the pieces that make up a full domain name:   Next, you’ll also need to check the Rules tab and look for Domain Aliases. In the example below, there are two domain aliases. One has the same domain as the landing pages domain (gladiator.com) and the other has a different domain (theappninjas.com).   For the instance in the example above, it has been set up with two unique domains (gladiatorapps.com and theappninjas.com). It’s important to note that when it comes to securing your Marketo landing pages, the Secured Domains for Landing Pages process will secure all of the domains in your instance. It’s an all-or-nothing action, meaning you cannot chose which domains to secure for HTTPS and which to leave HTTP. And don’t worry – we’ll count these up for you so we can scope your subscription correctly.   Adding Additional Secured Domains to Your Marketo Subscription If you need to secure more than the 1 Landing Page domain and 1 Tracking Link domain included in the base Secured Domains package, contact your Marketo Customer Success Manager to add additional domains a la carte to ensure you're covered. This should be discussed/audited at each renewal to ensure you're only paying for what you use.   The Secured Domains for Landing Pages Process If HTTPS in NOT currently enabled in your instance, the process to secure your pages includes steps that must be completed on your end before we can provision and enable HTTPS.  On our side, we’ll provision your Marketo domains on Cloudflare servers and install the necessary SSL certificates to create secure server end points to serve your landing pages over HTTPS.   A summary of the steps linked above are listed below: First, you’ll need to review, update and reapprove your landing pages: Unapprove and re-approve all landing pages. This can be done in bulk in the Landing Pages section of Design Studio by selecting a group of pages for unapprove and re-approve via the “Landing Page Actions” menu. Change all images, JavaScript files and other external links in landing pages to HTTPS. Pages with HTTP links may display an “Insecure Content on Secure Pages” error. You can read more about that here: What Exactly Is a Mixed Content Warning? Note: any images hosted in Marketo will be updated automatically unless you’ve explicitly referenced them as HTTP. If you use Marketo Forms 1.0 on a non-Marketo webpage, you will need to update the post URL to HTTPS (Forms 2.0 does not need to be updated). If you do a server-side post to a Marketo Form and use your CNAME as the Post URL, you also need to change that to HTTPS. Please note that server-side form posts are not supported and you should make a Marketo form submission in the background instead. If you include a Marketo landing page on a secure website using an iframe, you will need update the HTML to load the secure version of the landing page, otherwise the end user will get a security warning. If you use a Marketo Form on a non-Marketo page, you will need to update the follow-up URL to HTTPS if you’ve explicitly referenced a HTTP page.   Once you’ve completed the steps above, it’s time to coordinate the cutover to HTTPS with Marketo. You’ll need let Marketo Support know that you’re ready to initiate the cutover process. To help ensure a smooth transition, we’ll work with you to plan a time when you have few or no upcoming batch campaigns running, and also a time when your team is available, if needed, to make a few updates in your Marketo instance.   RECOMMENDATION: After the cutover, you may notice that images are not displayed in the Marketo email editor or preview mode. Rest assured your emails will send correctly and the images will render for recipients. To see the images in Marketo, you must adjust the image URLs from HTTP to HTTPS in the editor. Again, whether you take this step or not, the images will render properly for your email recipients. In the example below, you would adjust the HTTP to HTTPS.   That’s it! Once our team enables Secured Landing Pages for your instance, your landing pages will be served via HTTPS. Of course, it’s a good idea to do some validation of your pages after the cutover to be sure your pages are loading correctly, images are loading, and that you didn’t miss any hard-coded HTTP links. Moving your pages to HTTPS, you can rest assured that you’re providing critical security and data integrity for both your pages and your visitors’ personal information. Good job, you!   OTHER HELPFUL FAQs What exactly does Secured Domains include or cover? As of August 2019, all NEW customer subscriptions will include 1 unit of Secured Domains for Landing Pages & Tracking Links - existing customers will have the opportunity to update to the new pricing and packaging at renewal, and secure additional domains a la carte. The base offering will secure 1 Landing Page domain and 1 Tracking Link domain per instance. This covers provisioning each domain behind our security net (WAF/CDN/DDoS protection), and  the SSL certificate.   Do I need to provide a TLS/SSL Certificate? No. Secured Domains includes the required SSL certificates, and shifts the responsibility of managing ALL aspects of procuring and renewing the certificate to Marketo. Since the certificates also auto-renew annually, there is no need to continually provide us a new bundle/key every year. You will be updated to the new Secured Domains managed solution at either your next SSL certificate renewal, or Marketo renewal, whichever comes first.   What Certificate Authority issues the certificate(s) for the Marketo’s Secured Domains for Landing Pages product? The certificates are authored by DigiCert.   What type of certificate is provided? We produce a pack of two certificates; The primary certificate uses a P-256 key, is SHA-2/ECDSA signed, and will be presented to browsers that support elliptic curve cryptography (ECC). The secondary or fallback certificate uses an RSA 2048-bit key, is SHA-2/RSA signed, and will be presented to browsers that do not support ECC.   Will my domains be on a shared SSL certificate with other companies? No. Each of your domains will get its OWN certificate. That means you will not be on a shared certificate with other companies.   What Marketo configuration is required to complete the Landing Page SSL Setup? One or more CNAMEs for the Marketo Landing Pages must be configured in the Admin section of the application as described here: Setup Steps - Marketo Docs - Product Docs   How do I see the Landing Page domains in my instance? Marketo Admins can see your landing pages domain name and all domain aliases by clicking on Landing Pages in the Integration section of the Admin console. On the Landing Pages tab, you will see your full Landing Page Domain Name. On the Rules tab, you will find all Domain Aliases set up for your instance. For the Secured Domains for Landing Pages you will need to count the number of domains used in your instance. When counting domains, please provide the number of unique domains – only the orange part below:   If I am using Domain Aliases in my Marketo subscription, do I have to secure each of these? Securing your Marketo landing pages requires you to secure all domains used in your instance, including your Domain Aliases.   Are Domain Aliases for different countries counted separately? When counting domains, you might have: info.mydomain.com, info.mydomain.au, info.mydomain.de. In this case mydomain.com, mydomain.au and mydomain.de are all counted as separate domains (in this example there are 3 unique domains that must be secured).   Can I choose which domains to secure? No. Technically, we provision and secure domains in an all-or-nothing fashion by domain type (Landing Page or Tracking Link). This means whatever is configured in your instance will be provisioned, and you will be charged accordingly for all domains secured; if you have unused domains, please ensure you delete them so you're only charged for what you use.   What counts as a 'unique' domain? (How is this product charged?) Reference the screenshot above that denotes CNAME + domain = full domain. For example, your top-level domain is company.com domains, and your subdomains include go.company.com (your tracking link), info.company.com & help.company.com (two landing pages). Commercially, this would count as 3 total domains (1 TL + 2 LP domains).   If I have a CAA record, can it affect my certificate issuance? Yes. CAA records must be configured to allow DigiCert issuance, or we will not be able to issue a certificate for your domain. Your IT team MUST whitelist DigiCert in your DNS before we can successfully complete provisioning. Further information: https://www.digicert.com/dns-caa-rr-check.htm   Can I provide my own SSL certificate(s) to secure my domains? On a pre-approved exception-basis ONLY. To avoid unnecessary cost, please do NOT renew your own SSL certificate until you have spoken to Support or your CSM and received an exception.  A major time- & stress-saving benefit of Secured Domains is that Marketo fully manages and auto-renews your SSL certificates each year. While we temporarily accepted 3rd party certificates for an interim period of almost two years, we will no longer be accepting customer-provided certificates unless you have a business/industry requirement (e.g. an EV certificate). IMPORTANT: Another reason to use the certificates included with Secured Domains - Apple (Safari browser) announced in Feb. 2020 it will no longer accept SSL certificates valid for greater than 13 months. We expect Chrome and Firefox to follow suit. This means customer-provided certificates must be manually renewed and sent to Marketo each year - an unnecessary cost, risk, and hassle.  If you do qualify for an exception, you will be 100% responsible for renewing your own certificate AND sending us the bundle/key well in advance of it's expiration date (we recommend AT LEAST 10 business days) to ensure it doesn't expire - expired certificate Support cases will only be categorized as P3 priority. Please ensure they are valid for only one year to comply with browser policies.   We require an Extended Validation (EV) certificate. Can Secured Domains accommodate this? Serving Extended Validation (EV) certificates is an example of a business requirement where you WILL need to procure the EV certificate/private key and provide this to Marketo. Secured Domains must be added to your subscription to host any SSL certificate as we now provision all Marketo domains behind Cloudflare protections. The SSL certificate included with Secured Domains is not an EV certificate, and is therefore absolutely an allowed exception.   Will URLs to the existing non-secure (HTTP) Marketo Landing Pages continue to work? Your existing HTTP URLs will continue to work and will automatically be redirected to the secure (HTTPS) pages. There are only few situations where you may have to manually update the URL, specifically when you include a Marketo landing page on a secure website using an iframe. In this case, you will need to load the secure version of the landing page, otherwise the end user will get a security warning.   Does securing my Marketo landing pages also secure my corporate website? No. Marketo Secured Domains for Landing Pages only affects the landing pages served by Marketo. It does not affect any pages on your corporate (non-Marketo) website.   If I don’t use Marketo Landing Pages, do I need Secured Domains? You may if you are embedding Marketo Forms on secured non-Marketo webpages. The default form code snippet that Marketo provides uses //app-aba.marketo.com which is a Marketo domain that can be served securely on a HTTPs parent page (the // indicates the request will use whatever protocol the parent uses). With this, your Marketo form will take on the security level of the page it’s embedded on regardless of whether you’re using our Secured Domains for Landing Pages product. However, if you prefer not to have any reference to “marketo” on your corporate website, you may choose to change this code snippet from //app-aba.marketo.com to //<MY_LP_CNAME> to serve the form. In this case, you would need the Secured Domains for Landing Pages product since the LP CNAME will need a security certificate associated with it to serve securely.   Ultimately, Secured Domains is required EXCEPT if you: Do NOT use Marketo landing pages (including unsubscribe page) DO NOT use view as webpage DO NOT use forward to a friend DO NOT store anything in images and files DO NOT load embedded forms using their landing page domain   Will the Munchkin JavaScript API also be encrypted via SSL? Calls to the Munchkin JavaScript API automatically switch to SSL if the page on which the calls are made is SSL encrypted.   Can I add additional Domains to my instance and secure these too? Once you’ve secured your landing page domains with the Secured Domains for Landing Pages process, you will need to contact Marketo when adding additional domains/domain aliases. Please contact your Marketo Customer Success Manager. Additional domains are charged a la carte, cost is dependent on the number of domains you are adding.   If I previously secured my Marketo Landing Pages with the SSL for Landing Pages Service, do I need to switch to Secured Domains for Landing Pages? Yes. We have discontinued the one-time fee "SSL for Landing Pages" product and process, so you will need to switch. Your Customer Success Manager will work with you to add Secured Domains for Landing Pages at your next SSL certificate renewal or at your subscription renewal, whichever comes first.   Do I need to secure my tracking links as well? You should, per best practices. This is why we've included 1 tracking link domain as a base offering for all Marketo subscriptions. Links formatted as HTTPS will also aid in deliverability as more email clients are starting to 'dock' emails with unsecured links. If your domain enforces a strict HSTS policy on all subdomains you will NEED to secure them for the redirect to your landing page to work properly. For more information on HSTS and Marketo subdomains, please see the following documentation SSL: The HSTS policy and your Marketo subdomains   Is this article helpful ? YesNo
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What’s changing? Previously, customers could choose whether they wanted to secure their pages and tracking links via SSL. The responsibility of procuring, maintaining, renewing, and securely sending the certificates to Marketo lie entirely with the customer – Marketo just hosted them. In 2017, Chrome and Firefox announced they would begin marking any unsecured pages with clear ‘NOT SECURE’ warnings in their 2018 releases to encourage the use of SSL, and even distrusted certificates from certain providers. This essentially designated the certificate as a foundational security necessity to prevent customers fleeing from unsecured sites.   This change reinforced the increasing need for companies to protect their data and mitigate against online security threats. Recent studies have shown that ~45% of organizations are targets of Distributed Denial of Service (DDoS) attacks, typically lasting a few hours, and potentially costing companies not only lost revenue, but also customer data and overall trust. [1]   Simply put, an SSL certificate just isn't enough anymore, which is why Marketo updated how we manage SSL certificates and the overall security of our customers' landing pages with the introduction of Secured Domains, a comprehensive managed service, in early 2018.   How is Secured Domains different than an SSL certificate? In contrast to our previous solution, Secured Domains is less focused on the SSL certificate itself, and rather the security and performance benefits gained from our partnership with CloudFlare, an industry leader in secure solutions. Secured Domains not only includes the necessary SSL certificates, but, more importantly, provides robust security protection thanks to the investment made to secure our servers, which host Marketo landing pages, behind CloudFlare’s trusted security infrastructure.   With CloudFlare’s enterprise-grade tools securing our servers, we protect against security vulnerabilities and attacks on your Marketo pages.   Managed Web Application Firewall (WAF): keeps your pages secure by filtering and deflecting malicious attacks DDoS Protection: keeps your pages live by absorbing attacks and preventing the pages (and Marketo's infrastructure) from crashing Content Delivery Network (CDN): a load balancer to distribute page views based on geolocation, which allows landing pages to load more quickly   Secured Domains also shifts the ownership of the SSL certificates onto Marketo, which eliminates the hassle of having to coordinate the procurement/management/renewal by Marketing & IT teams. Best of all, because our certificates automatically renew each year, Marketers no longer need to worry about landing pages crashing due to expired certificates. For more information, please see our Technical FAQ: Secured Domains for Landing Pages. How do I learn more about Secured Domains? If you’re an existing customer, please contact your Marketo Customer Success Manager to discuss. If you are unsure how to get in touch with your Customer Success Manager, please contact CustomerCare@marketo.com .   If you’re considering Marketo for your marketing automation solution and would like more information on Secured Domains and how it can improve your site security and performance, please contact GRP-Marketo-Sales@adobe.com.   NOTE:  Due to the security and risk mitigation enhancements we've made to protect Marketo servers, all SSL certificates are now uploaded to CloudFlare. Marketo customers will be required to use the SSL certificates (authored by DigiCert) included with the Secured Domains offering unless an EV certificate is currently used or required by industry regulations (i.e. Banking/Healthcare/Government). As of September 2019,  Secured Domains will be automatically included as a base solution in all Marketo subscriptions come renewal.   [1] Tim Matthews, Imperva, DDoS Impact Survey Reveals the Actual Cost of DDoS Attacks, 12 Nov. 2014
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Issue Description In Notifications, you may encounter a Web Services Error message that contains details as below along with the Error Code and Count (i.e. number of times the error occurred). For example: The Web Services encountered the following error. Error Code     Count 609    1 Issue Resolution More information about the Web Services Error Codes are documented here: http://developers.marketo.com/rest-api/error-codes http://developers.marketo.com/soap-api/error-codes/ It is recommended to consult with the owner of any custom Admin -> Launchpoint services configured (typically IT, your API developer, or a third party service provider) to review the API calls being made to Marketo.     The owner of the custom integration should already be logging any error codes requiring review, or ignoring those errors that are temporary and can be automatically retried.   If further assistance is needed, create a support ticket and provide details of the Request and Response of the API call containing the error code. Similar to how the example API Requests and Responses are documented here: http://developers.marketo.com/rest-api/lead-database/#describe   Who This Solution Applies To Customers using API integrations.   Is this article helpful ? YesNo  
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Issue Description What BCC options are there for email sends?   Issue Resolution Marketo support can enable BCC on request.  If an email address is to be BCC'd on a batch email send, they'll get 1 BCC for every 1 email Marketo sends. (10k email sends = 10k BCC emails). This can be useful for archiving and compliance purposes, but should not be used for simple campaign confirmation. If you just want to make sure the email went out as scheduled, the easiest way is to create yourself as record in the database, and include yourself in the batch send.   NOTE: Dedicated email address setup for the BCC email traffic must be able to handle high volumes of email. Discuss with your IT Team or email service provider to verify their Email Server can handle the estimated volume of incoming email.   If the Email Server is not well equipped this feature can cause your Email Server to backlog, become unavailable temporarily, or reject the BCC emails.   Is this article helpful ? YesNo
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What’s changing? On February 21, 2019, Webkit announced the new release of Safari’s Intelligent Tracking Prevention (ITP), known as ITP 2.1 and ITP 2.2 shortly thereafter. With ITP 2.x, all persistent client-side cookies, i.e., non-session cookies created via JavaScript through document.cookie, are capped to a seven-day or one-day expiry.  Mozilla Firefox and Google Chrome have also announced their intent to conform to these new policies, though no details or dates have been released.   How does this impact Marketo? As a result of these changes to cookie policy, 7 days after their initial tracked visit to your domain, the Munchkin cookies of visitors using Safari (or future affected browser versions) created with the existing versions of Munchkin JavaScript will expire, and on subsequent visits they will be tracked as a new visitor.   How does Munchkin operate? On a person’s first visit to a page on your domain, a new anonymous person record is created in Marketo. The primary key for this record is the Munchkin cookie (_mkto_trk) which is created in the user’s browser.  All subsequent web activity on that browser is recorded against this anonymous record.  In order to be associated with a known record in Marketo, one of the following methods should be used: The person may visit a Munchkin-tracked page with a mkt_tok parameter in the query string from a tracked Marketo email link. The person may fill out a Marketo Form. REST Associate Lead call must be sent.   Once one of these actions is completed, the cookie and all its associated web activity will be associated with the known record.   How is Marketo planning to address ITP concerns? Marketo will implement a new web service to allow Munchkin cookies to be set with a Set-Cookie header via HTTP response, so that they may bypass the 7-day expiry cap imposed when setting cookies via JavaScript.   Do I need to do anything to take advantage of these updates? In order to leverage the new behavior and take advantage of the greater expiry period and tracking capabilities, ensure that you have configured the following: A Landing Page CNAME Secured Landing Pages (i.e. HTTPS) For external pages, you must have configured a Landing Page Domain or Domain Alias with a Top-Level Domain (TLD) matching the external domains which you wish to track For example, if you have pages on the domain www.example.com which are tracked, you must have configured an LP Domain or Alias which is a subdomain of example.com, like munchkin.example.com   What happens if I do nothing? Munchkin’s ability to track users across sessions on the same domain will remain limited by ITP to either 1 or 7 days based on the browser and browser version used by the visitor. As of this posting, this only affects visitors using the Safari browser, although Chrome & Firefox may follow suit with their own versions.   When will the solution be launched? These changes will begin as a staggered roll-out to customers who have opted into the Munchkin Beta channel in conjunction with the January 2020 Marketo release. Once the solution has been released to all beta customers, the roll-out to our entire customer base will begin in mid-to-late February. All customers should expect to have the solution by end of March 2020.   Google Chrome Update (Feb. 2020): Google recently announced that the Chrome browser will block all third-party cookies within two years; however, s ince Marketo uses 1st party cookies, this update regarding 3rd party cookies will NOT affect your Marketo tracking efforts. For further context about 3rd party cookies in general, and the industry shift away from using them, please see the following article for Adobe's stance across the Experience Cloud Solutions: https://medium.com/adobetech/an-adobe-perspective-google-chromes-announcement-on-the-future-limits-of-3rd-party-cookies-bbb7bb257fdb
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Issue Description Updates made to an embedded Form are not immediately reflected on the web after the Form is approved.   Issue Resolution To improve page load times, Marketo Forms are served from a cache. It may take up to 4 minutes for newly approved changes to forms to display on the web. This only applies to embedded forms on non-Marketo pages; forms on Marketo Landing Pages will continue to update immediately after approval.   To preview changes immediately, you can use the Preview functionality.  https://docs.marketo.com/display/public/DOCS/Preview+a+Form
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NEW WebAPI (REST) integration now available for Microsoft Dynamics   NOTE: This is currently ONLY available for Dynamics online & on-prem versions 9.x using ADFS 2016 and above. Pre-ADFS 2016 (on-prem v8.x and older with ADFS versions earlier than 2016) authentication is done using client credentials only – clientid/secret is not possible. Since o ur existing WebAPI integration mandates a clientid and secret, it is only supported for Dynamics 365 Online and Dynamics on-prem instances v9.x in conjunction with ADFS 2016 and above. If you do not use these supported Dynamics/ADFS configurations, the native SOAP integration will continue to work for the foreseeable future; however, we are no longer developing SOAP enhancements.   As part of the continued investment in our Microsoft partnership, the native Marketo Engage / Dynamics SOAP integration is being upgraded to a more robust and stable connection using WebAPI (REST) that will better support future upgrades and releases.    The Marketo Engage and Microsoft Dynamics teams are encouraging all customers to proactively adopt WebAPI in preparation for the forthcoming scenario where SOAP API is no longer supported. The upgrade should only take 5-10 minutes by your Dynamics admin and present no loss of data with your existing sync. This is a critical step to ensure your WebAPI connector activation can be completed.   We encourage all Dynamics customers with the supported version/ADFS configurations to upgrade before May 2020, our target time frame to begin releasing new features via WebAPI.   The attached Customer Setup document only applies to Dynamics Online (365) and on-prem v9.x with ADFS 2016 and above. If you have questions or need help with your specific configuration, please open a support case for assistance.
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Full Details of all Marketo Support Offerings:   Support Levels Offered Service Level Response Targets   Global Contact   http://nation.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 Eve New Year's Day Independence Day Thanksgiving Day and the Day After Christmas Eve 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 Holidays: New Year's Day Easter Monday Christmas Day St. Stephen's Day Australia Hours: M-F, 9am to 6pm Aus 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 5:30pm JST JP: +81 3 6478 6080   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:   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.
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