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System Uptime and Reliability   Month Uptime 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% March 2019 99.680% February 2019 99.800%       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 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 March 2019 Good 98 Good 98 February 2019 Good 96 Good 97
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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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In order to manager authorized support contacts you must be set up as a Support Administrator on your Support Entitlement with Marketo.   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 deslecting 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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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   Video Link : 2237     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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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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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 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 then click Continue     Prior to selecting a regional location(s), you will want to identify what data center and pod/server your instance is located in. You 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 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.     6. Select regional location(s) and event type(s)       7. Select the environment(s) or product(s) you would like to subscribe to and click Continue       8. Review your subscription preferences and click Done   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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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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Issue Description Unable to find the approved email in the dropdown in one program when the email is the child of a different Email Program. Issue Resolution You will not be able to find the approved email in the dropdown if the email is being used in an A/B test. When adding an A/B test, the selected email will no longer be available for use in any other program. In order to send this email out separately, you will need to clone it and then you will be able to use the clone in a smart campaign in order to send it out.
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Issue Description You have a smart campaign setup and the flowstep called “Change score” activity is not logged or missing in the activity log. Issue Resolution If the records who qualify for the flowstep already have the same value which you have specific in the flow step, the activity will not be logged. The activities will not be logged because there is no change being made by the campaign.
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Issue Description Where to find details for the support contract for your Marketo account. Issue Resolution General details on Marketo's support offerings are found here - About Support. For specific details on your account's support level, please contact your CSM.  If you do not have the contact info for your CSM, email MarketoCares@marketo.com for assistance.
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Issue Description The support admin for your Marketo instance has moved on to another position or is no longer with the company and you need to update the Support Admin information. Issue Resolution Please contact the CSM for your account to have the Support Admin information updated. If you do not have the contact information for your CSM, please email MarketoCares@marketo.com for assistance.
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Issue Description When trying to import a list of people into Marketo via a list import, their names are being left blank despite being listed clearly in your CSV. Example CSV headers: NAME                     Email John Smith           JS@email.com Smith John           SJ@email.com Greg Jones          GJ@email.com Issue Resolution Full Name is a system managed field that is blocked from being updated by list imports. You will want to split the one column of Name, into two columns of First Name and Last Name.  This document from excel shows how to split the one Name cell into two different cells.  https://support.office.com/en-us/article/Split-a-cell-f1804d0c-e180-4ed0-a2ae-973a0b7c6a23
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Issue Description Unable to attach internal support articles from Sharepoint to case. Issue Resolution Attach this article instead and replace this article's title and URL with the title and URL of the internal Sharepoint article Who This Solution Applies To Marketo Technical Support Engineers
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Issue Description Upon reviewing the activity log of a record you've noticed their activity log seems to be missing data. Usually the activity type is a "Change Data Value" and the details show "Missing history details".  If you double click on the activity nothing happens, there is no Activity Details popup window. Issue Resolution This message appears in the activity log when the characters in a field exceed the maximum number of characters allowed in that field. Basically you've hit the character limit for the field.  The character limit is 60,500 character.  The resolution is to reduce the number of characters in the field. Also evaluate if you need all the information in that field and optimize so that the character limit is not met.
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Issue Description When trying to add a user to Marketo we get 'User creation errors - "This userid is in use. Choose another email" ' due to the fact that email addresses need to be unique across ALL Marketo instances. Issue Resolution One creative way to get around this is to at a '+tag" to the email address befor the '@' sign.  For example if we get the error adding a user record for 'Name@domain.com' we can simply use the '+' sigh and a tag of your choosing (in this case '1') and use the email address of 'Name+1@domain.com'.  The system is happy as this is a unique email address yet all emails will still be delivered to the appropriate inbox for 'Name@Domain.com' 
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Issue Description How to Pull Data for Program ID, similarly to Campaign ID. (Example): Pull Individual Program Activity Data, then join Data with Programs via Program ID. Issue Resolution [ Note ]: You can not get the Program directly from the Activity Endpoint. - After one has obtained the Smart Campaign ID , they can use a seperate API Call to get the Program ID . - Within the Get Activity API Call , there will be a Campaign ID . - Once this has been obtained, one can make a Get Campaign API Call with that Campaign ID and it will return the Program ID . [ Get Activity ]: > Use this [ Get Activity - URL ] to Obtain Campaign ID . http://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#/Activities/getLeadActivitiesUsingGET [ Get Campaign, with the ID ]: > Use this [ Get Campaign, with the ID - URL ] to Obtain Program ID . http://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#!/Campaigns/getCampaignsUsingGET The Program ID is not something that is returned in an Activity Call . The above method is the quickest possible way to obtain that information. Who This Solution Applies To API Users
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Issue Description Is there a way for a user to see or pull which users used data towards their daily Bulk API usage? Issue Resolution The API will allow you to see if the user you are connected with has used data, but it won't give you visibility into other API users' usage.  There is currently no report in the UI that shows usage across users.
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Issue Description When adding visible fields for a Smart List view: https://docs.marketo.com/display/public/DOCS/Create+and+Change+Views+for+Lists+and+Smart+List A message "too many custom fields" may appear if all fields are added for example. Issue Resolution There is a limit of 50 custom fields per Smart List custom view.
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Issue Description You noticed that there are form actions missing from the  Form Actions  dropdown. The following options should be missing: Approve Draft (If form is in a draft state) Preview Clone Form Embed Code Preview Draft (if form is in a draft state) An example of this dropdown may appear as: Issue Resolution This is due to the form having been created using an outdated version of the Marketo Form Editor. You may want to consider re-creating this form with the current Marketo Form Editor, and archiving the outdated form. Keep in mind that if you archive the form, you will want to reference the new form in smart lists and smart campaigns.
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