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Marketo offers a number of ways to contact Marketo Support directly for assistance from 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 cases to: support@marketo.com Reminder: Cases submitted by email are all submitted with a P3 Priority   Regional Phone Contact Information Marketo does feature the tried and true means of contact support, by the phone.  Authorized Support contacts with any support entitlement of Business level or higher can contact Marketo Support by calling one of the regional phone numbers listed below.   Region Contact Details Observed Holidays North America Hours: M-F, 6am to 6pm Pacific Toll Free US: +1 877 270 6586 Direct: +1 650 376 2303 Languages Supported: English, Spanish New Year's Eve and Day Independence Day Thanksgiving Day and the Day After Christmas Eve and Day Europe, Middle East, Africa Hours: M-F, 8am to 5pm GMT Europe: +353 (0)1 511 9556 UK: 0800 151 3030   Languages Supported: English, French, German, Portuguese New Year's Eve and Day Easter Monday Christmas Eve and Day St. Stephen's Day Asia Pacific Hours: M-F, 9am to 6pm AET ANZ: +61 2 8031 8188 Language Supported: English New Year's Day Good Friday Easter (following Monday) ANZAC Day Christmas Day Boxing Day Japan Hours: M-F, 9am to 6pm JST JPN: +81 3 6478 6080 Language Supported: Japanese New Year's Day Coming of Age Day National Foundation Day Emperor's Birthday Spring Equinox Showa Day Constitution Memorial Day Greenery Day Children's Day Marine Day Health and Sports Day Respect for the Aged day Fall Equinox Labor Thanksgiving Day
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Full Details of all Marketo Support Offerings:   Support Levels Offered   Service Level Response Targets   Global Contact   https://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 2303   Languages Supported: English, Spanish Observed Holidays: New Year's Day Independence Day Thanksgiving Day and the Day After Christmas Day New Year's Eve Europe, Middle East, & Africa: Hours: M-F, 8am to 5pm GMT Europe: +353 (0)1 511 9556 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 AET ANZ: +61 2 8031 8188   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 6pm JST JP: +81.03.4233.9014   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 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
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Issue For an API call, you are using more than value for an input parameter Solution If your input contains more than one datapoint, the responses will be returned in the same order.   Root Cause Both the input & response are formatted as arrays Environment API
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  Welcome to Marketo Support This guide provides individual links that covers the following topics: Marketo Support Policies Service Level Agreement How to Contact Marketo Support How to Submit a Case Tips on Effective Case Submission Managing Authorized Support Contacts (Support Admins) Managing Your Cases How to Escalate    
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Once you have submitted a case to Marketo support, we provide a simple way of staying connected to your case and the cases submitted from your company through the Marketo Support Portal. You can access the support portal through your Marketo instance by selecting Community in the top right corner: You can also access the support portal directly at https://support.marketo.com and login with your Marketo credentials (login and password). This will not work for users with SSO.   Once you are in the support portal you can Create a Case for Marketo Support or you can also review any cases that are open and being worked on by support or review your case history. Navigate to My Case management: From the My Cases navigation y ou can access the following case views: My Recent Cases* - Cases that you have opened in the past 30 days All Company Recent Cases* - Cases that any authorized support contact has opened in the past 30 days My Open Cases – Cases created by you that are being triaged by Support and pending Support’s response and are more than 30 days old My Closed Cases – Cases that were created by you and are now closed My Awaiting Fix Cases – Cases that were created by you where Marketo is developing a fix which will be implemented at a later date All Company Closed Cases – Cases that were created by you or your colleagues that are now closed All Company Open Cases - All open cases submitted for the account Company Awaiting Fix Cases – Cases that were created by you or your colleagues where Marketo is developing a fix which will be implemented at a later date Management Escalations - Escalations opened by you or your colleagues  Survey Cases - Surveys that are available for you to fill out after a case is closed *Cases that have been opened for more than 30 days will move from Recent cases to Open cases   To view specific case details, click a case number. From the Case Details, you can perform the following: Close your Case - Select the "My Case is Resolved" button to close your case Add Comments - Provide additional comments to support or respond to a Support question Add Attachment - Provide any screenshots or documents that will help illustrate the issue you are reporting   If your case has been closed there are two options available to you.   Reopen - You can reopen your case if you are not satisfied with the case resolution by adding a comment in the case. Case Survey - Once your case has closed, please consider offering feedback on the level of Support you received.
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Summary Estimating the external storage requirements for your Marketo Engage Database Issue I want to extract all of my data from Marketo Engage and store it. How much storage space will I need? Solution Summary There is no repeatable method to accurately estimate the amount of storage you will need to extract and store your Marketo Engage database. Standing in the way of good estimation is data availability, field selection, and storage method. Any accurate estimate will take into account the potential sizes of each type of data and their quantities (known to data scientists as "facts and dimensions"). Determining ranges for these values takes a lot of preparation and may require a high level of skill. IMPORTANT NOTE: Estimating Database size is hard so any estimate used to make business decisions should be made in cooperation with a database or application architect or other qualified professional. Scope Some information won't be extracted. Information about anonymous leads, for example, cannot be extracted. Some of the data that can be extracted may not be needed at all. Selecting the right data for your needs is the best practice as it reduces the required storage and leads to a more efficient extraction process. Field Definitions How the fields are defined in the target system will affect how big the stored data is. Depending on your storage format, padding may play a role in the size of your extracted database. As an example, the "Country" field in Marketo is a string of up to 255 characters. You could chose to store 255 characters for every country value. Or you may choose a format that uses a variable amount of space. You might also know that the longest country name is "the United Kingdom of Great Britain and Northern Ireland" meaning that 199 of those characters will always be extra so you truncate the value from Marketo storing the first 56 characters only. Each choice will have an impact on the size of your extracted database. Estimating 199 unnecessary characters per lead and making similar decisions for other fields will add up to increased storage requirements and slower extraction time. Format Once the desired data is identified, the next step is to extract, transform and load (ETL) the data from Marketo Engage into your storage system. The data returned by Marketo's API is plain old text which is usually formatted as JSON or CSV. For the information to be useful, you will transform it from JSON into the format necessary for your storage system. That format could be an Excel spreadsheet, Microsoft SQL database or a schema-agnostic database like Azure Cosmos DB. How the data is formatted and encoded will make a big difference in the amount of storage needed. Take this simple example: a Microsoft Excel spreadsheet with "Marketo Engage" in cell A1. I saved that same file in four different formats which resulted in files ranging from 1 KB to 25 KB. The format you store you information in may have a bigger impact on your final storage requirement than the data itself.   To help illustrate the impact of the storage system, take a look at this guide for Microsoft SQL Database size estimation: https://docs.microsoft.com/en-us/sql/relational-databases/databases/estimate-the-size-of-a-database  Functionalization Once you've extracted your data, what are you going to do with it? Archiving your data (simply storing it) is easiest and comes with the fewest contraints. A compressed archive (Zip file) will save dramatically on storage space at the cost of functionality and ease of use. Functionalizing your data (using it in an application) requires more: at least better speed and searchability: typically a relational database. An application will often require additional data and that will need to be accounted for too. Facts and Dimensions: Do the Math It's a lot of work to get to this stage. Once you've determined how your extracted data will be stored, you can set upper and lower bounds on the sizes for each object type extracted (lead, email, activity, etc). These are your facts. Then multiply those values by the number of each type of record. These are your dimensions. Add to that the overhead of your target storage system and its functional requirements to generate your final estimates.     Environment Marketo Engage and External Systems
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  Overview Add Leads to Static Lists Use Custom Fields Overview Lead records have two primary components – lead attributes and activity logs. Lead attributes are the fields and field values within the lead record. For example, Job Title is a lead attribute. Lead Name is a lead attribute. Activity logs record the actions Marketo or the lead themselves have taken. For example, sending an email to a lead is an activity that would show in the activity log. If the lead opens the email or visits a tracked page, those activities would show in the activity log as well.   Activities in the activity log are only retained for 25 months, or 37 if you have purchased the premium data retention option. The main way to store activity data beyond the Data Retention Policy timeframe is to use the Bulk Extract API. There are two other ways you can keep a reference of these activities after the end of the Data Retention period, and they can be referenced within the Marketo UI. This article will show you how that can be done.     Add Leads to Static Lists Static lists will retain lead membership even if the activity of adding the lead to the list has been removed. This will let you have lists dedicated to specific criteria that would otherwise be removed after the data retention time period has been passed.   For example, Smart Campaign membership history is not retained after 25 months. If you are searching for members of a Smart Campaign, but a lead first became a member of the Smart Campaign more than 25 months ago, the search results would not include that lead.   An easy way to work around that is to add your leads to a static list as part of the flow of the campaign. When creating your Smart Campaign, create a new static list with the same corresponding name (makes it easier to identify later). When building the flow of your campaign, add the "Add to List" flow step so that all leads going through the campaign will be logged on the list.         Use Custom Fields Lead attributes and their field values are not affected by the Data Retention Policy. Use Smart Campaigns to populate custom fields with values based on activities your leads take. This will allow you to filter leads by these lead attributes that are not affected by the Data Retention Policy. A side benefit to this is that it is faster to search by lead attributes than by searching through lead activity logs.   Example: This approach can work for many different activities, but let’s use form fill outs as an example.   Let’s say you want to be able to identify leads who have been very active and have filled out more than 5 forms over their lifecycle. You could use the filter “Filled Out Form” with the “Min. Number of Times” constraint set to 5. However, if one of those forms filled out occurred more than 25 months ago, the filter would only be able to access 4 form fill activities in the activity log. Therefore, the lead would not pass the filter.   Instead of using the “Filled Out Form” filter, set up a Smart Campaign to write to custom fields that show you how many forms they’ve filled out, and when the first one was. Here’s how to do it:   1. Create two new custom fields in Marketo, one Score Field, and the second a Date Field.   2. Create a new Smart Campaign   3. Add the trigger “Fills Out Form” set to “is any” to the Campaign Smart List     4. Add these two Flow Steps to the Campaign Flow: Flow Step 1 : “Change Score” Score Field Name: your score field name Change: +1   Flow Step 2 : “Change Data Value” Add Choice to Flow Step Choice 1: If “your score field name”  “is empty” Attribute “your score field name” New Value: {{system.date}} Default Choice: Do Nothing       This campaign will listen for any time a lead fills out a form, add +1 to your score field, and if it’s the very first form they’ve ever filled out, it will log the date of when it was done. If the lead has ever filled out a form in the past, there will already be a date value in the date field, so the flow choice would just skip over it and do nothing.       Results You’ll See: With the original goal of identifying leads who have filled out more than 5 forms you’ll be able to filter for leads that have filled out at least 5 forms. In addition, this campaign will let you search for leads based on when they had filled out their very first form, regardless of how long ago it was. Since it’s stored in a lead field, it’s a lead attribute that is not affected by the Data Retention Policy at all.      
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Summary Creating many-to-many relationships with Marketo custom objects requires an intermediary object with one link to a Lead or Company and another link to a secondary custom object. Here's how to solve the problem of the secondary custom object not showing up to be selected as the linked object. Issue Creating a many-to-many or N:N custom object structure such that a lead or company can be associated with multiple custom objects and a custom object can be associated with multiple leads or companies at the same time. When adding a link to the secondary custom object, that secondary object is not list as an available linked object.     Solution If you find that the custom object you'd like to link to is not list in the "Link Object" list, there are two things two check: The secondary CO must be approved. The secondary CO must not have any link type fields. Since it's not possible to change a link field once a custom object is approved, if you already have link fields, the only solution is discard the secondary custom object and create a new one. Recreate the custom object without link fields. Then, in the intermediary object, the target object will show up as an available link object.  More detail can be found at:  Understanding Marketo Custom Objects Add Marketo Custom Object Link Fields - Create a Link Field for a Many-to-Many Structure Root Cause The secondary custom object type is not approved. - or - The secondary custom object type is approved type and has link fields. Environment Marketo Custom Objects Many to Many Relationship - N:N Link Fields
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Summary When submitting a file for bulk import via the REST API, the uploads appears to stall with no response. Issue Occasionally Bulk Import API calls will "hang" or "stall" never returning a response. This may appear to be a blank or missing response when the API is actually still waiting for the end of the file to be transferred. Solution You can add the following header: 'Transfer-Encoding: chunked' to your API calls and it will fix this issue. Please note that adding this header on the client side will cause cURL to send data in chunks. For more information on chunked file transfer, see Wikipedia: Chunked Transfer Encoding Environment REST API Bulk Import
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  If you have submitted a support case and you feel that the case was improperly handled or that the solution being offered does not meet the communicated Marketo support expectations, then we would welcome the opportunity to look deeper at your specific support engagement and work with you on delivering a better resolution. Caution: If the item you're looking to escalate is related to a Production Down incident, please call the support line for your region to receive immediate assistance. Support Manager escalations are only handled during normal business hours. The phone numbers for each region are listed below, follow the prompts for P1: Americas: +1.877.270.6586, Direct: +1.650.376.2303 Europe, Middle East, & Africa: +353 (0)1 242 3030,  UK: 0800 151 3030 Asia Pacific: +61 2 8310 7646  Japan: +81.03.4233.9014 How to Escalate: Option 1: Step 1. Navigate to the "Case Management" area of the support portal either by mousing over the Support tab and selecting "Case Management" or clicking the Support tab and click on the “My Case Management” button. NOTE: You will need an open or recently closed case in order to escalate to support leadership. Step 2. From here you will need to click on either an open or a recently closed* case: *Support Cases that have been closed for longer than 10 days are no longer eligible to be re-opened and we ask that you open a new support ticket for your current issue prior to escalating to a Support Manager. We ask that you have an open support ticket for a Support Manager to be able to address specific issues. Step 3. After selecting a case, click on the Escalate to Manager button: Step 4. A pop up will display and you will need to the purpose for the escalation and click on the “Escalate” button. Once your support escalation case has been submitted a Marketo Support Manager will contact you within 1 business day of your support region's support hours to address the issue. Option 2: You can email supportescalations@marketo.com to escalate your issues to our support management team.  NOTE: Be sure to include your currently open Support Case number and the details of your escalation. This will help to ensure that a Support Manager can quickly identify the case tied to your escalation and follow up with you. Before you send an email to supportescalations@marketo.com you must have a current active support case closed support case that has been closed or is pending.  Support Escalations are focused on the handling of current or recent cases.  Brand new technical support issues that are sent to Support Escalations will be re-routed to our general case flow.    
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Issue: I am looking for the ID to one of my campaigns for a SOAP API project I am working on. Solution: The ID can be found in the URL of the campaign. 1.1 Log into Marketo, under Marketing Activities , find and select the campaign in question.     1.2 The URL to the campaign will look something like:   The Campaign ID is between "SC" and "A", in the above example it's "1054".    
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  Marketo Champions are customers who have demonstrated outstanding leadership in the Marketo Community, are experts in Marketo products, are avid contributors in the social world, and are loyal advocates of the Marketo brand. Benefits and perks our Champions receive include:   Access: Meetings with our product and marketing teams to give exclusive feedback Previews: Given early previews to products, features, and releases when available Publicity: Exclusive speaking opportunities at our annual Marketo Summit and other events Networking: Special networking events with Marketo executives and fellow Champions and semi-annual conference calls Ownership: Ownership of content and exclusive activities at our annual Marketo Summit that showcase your expertise and thought leadership Credibility: Special Champion badge on Marketo Community profiles, and profiled on Marketo's corporate website Sweet Swag: Champion-exclusive swag To find out more information and apply, click here. To view a complete list of current Champions, click here. Join the Marketo Elite Today!  
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  What is the Email API? What is the Email API used for? What is Email 2.0? Does the Email API Work on Email 2.0 Assets? Will the Email API Break when Enabling Email Experience 2.0? How Are 1.0 Assets Upgraded to 2.0 Assets? What to Do When an Email Was Accidentally Converted to Email 2.0 format?     What is the Email API? API stands for Application Programming Interface and the Email API allows an automated process to create and edit emails in Marketo. There are also other API calls that involve emails, such as Approve Snippet (assuming the Snippet is used in an Email) and Clone Program (assuming the Program contains Emails). There are also API calls to create and update Email Templates. Essentially, the API can do many things that you can also do through the Marketo user interface, but then in an automated fashion.     What is the Email API used for? There are many scenarios: an external system could create Emails in Marketo using data that lives outside of Marketo. A translation service provider could clone a master Email, translate it to many languages, then save them back into Marketo as localized Emails. A reporting system could extract Emails from Marketo to use in reports that are generated outside of Marketo. An external system could Clone a Program that contains Emails, then populate the Program Tokens and schedule the Email to be sent out at a specific time. There could be an external email template creation system that creates new Email templates in Marketo through the API.     What is Email 2.0? “Email Experience 2.0” is the new Marketo product feature with the enhanced email editor, documented here: https://docs.marketo.com/display/public/DOCS/Email+Editor+v2.0+Overview. It can be switched on in Admin > Email > Edit Email Editor Settings. All Emails and Email Templates also have a version number, either 1.0 (the old version) or 2.0 (the new version). If we refer to “Email 2.0 asset” we mean an email or email template in the new upgraded 2.0 format.     Does the Email API Work on Email 2.0 Assets? Yes.     Will the Email API Break when Enabling Email Experience 2.0? No. Enabling Email 2.0 will not automatically upgrade Emails or Email Templates to the new 2.0 format. The Email API can still create new Emails and Email Templates in the 1.0 format.  However – after enabling Email 2.0 – any Email or Email Template that is created or edited and approved through the Marketo User Interface will automatically be upgraded to the 2.0 format.     How Are 1.0 Assets Upgraded to 2.0 Assets? If you edit an “Approved" or “Approved with Draft” 1.0 Email with Email 2.0 enabled, the draft is converted to the 2.0 format. You can still discard the draft to go back to the approved 1.0 format. Once you approve the email and it becomes 2.0, the Email cannot be converted back to 1.0. If you edit a “Draft” 1.0 Email (never been approved), this will automatically be converted to 2.0 with no option to revert back to the 1.0 format. The same applies to Email Templates.     What to Do When an Email Was Accidentally Converted to Email 2.0 format? If an Email or Email Template was accidentally converted to the 2.0 format, you’d have to copy the asset contents to a text editor, disable Email 2.0, then create a new 1.0 asset using the content that you copied.
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Issue You changed the Label name of the field and want the API name to match.     Solution I Outside applications rely on API names and changes to these names can make your Marketo instance unstable. For this reason, it is not possible to change API names of fields. Instead, we suggest creating new field with the correct API name. 
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Issue Clearing cache and cookies in your browser will fix a number of different problems related to page display, browser errors, and login issues.     Solution Here are links to the support articles on how to clear cache and cookies for the most commonly used browsers. Chrome Clear cache and cookies - Computer - Google Account Help   FireFox How to clear the Firefox cache | Firefox Help   Safari Safari for Mac: Manage cookies and website data using Safari   Internet Explorer https://support.microsoft.com/en-us/help/278835/how-to-delete-cookie-files-in-internet-explorer   Microsoft Edge Microsoft Edge, browsing data, and privacy – Microsoft privacy    
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Issue Users for your Marketo instance are unable to log into the instance. Solution Check your landing page URLs and email links. If these are also unavailable, your Marketo instance may have been shut off. Marketo Support can confirm whether your instance has been deactivated, but are not able to reactivate it.  In this situation , please contact your Marketo Account Representative to discuss the status of the instance and regaining access.        
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Issue You are experiencing slow processing of campaigns, smart lists, and reports.     Solution There are three key components that can slow down an instance: Number of trigger campaigns : Trigger campaigns are always on, always listening.  If there are 50 campaigns triggering at the same time, all the 50 triggers will be in queue, slowing down your processing and routing inside Marketo. Solution: Reduce the number of Triggers. Convert some of the triggers to batches: Batches also run all the flow steps for every lead at once, instead of serially, which reduces total processing time.   Complexity of smart lists : The more complex a smart list, the harder it is for the system to figure it out, which increases backend processing and even creates campaign failures from timeouts. Solution: Reduce the number of nested smart lists called in a smart list. Whenever you ask Marketo to call another Smart List, it has to wait until all of the other smart lists finish, before putting together the final counts. Instead of Marketo looking for the list and running it, just put the filters in the trigger itself.   Volume of Leads: With regular cleaning and good systems design, it is fairly easy to keep your system running fast. Reduce the number of leads that can flow through with filters. Clean up the inactive leads at regular intervals.    
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!!EASTER EGG!! The ball with the Marketo logo in the upper-left corner of the screen is your Superball.  Here's a quick trick to make it bounce like it did when you first got into your Marketo instance: Hold down Ctrl (Command for Macs) + Shift, then hit the 's' key. Happy bouncing!    
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Summary Handling 606 rate limiting, 607 daily quota, and 615 concurrency errors. Issue An API user is receiving rate (606), quota (607), or concurrency (615) errors when connecting to the Marketo Engage REST API. The errors will be evident in the responses to the requests creating them and in admin notifications as a web services error notification.    Solution The Marketo Engage REST API is protected by 3 limitations on the number of requests made: daily quota, request rate, and the number of simultaneous/concurrent requests. The errors generated when on of these limits is exceeded are recoverable by waiting the appropriate amount of time before retrying the request. Daily Quota: Error Code 607 This error indicates that the number of requests made since 12:00AM CST has exceeded the daily quota. The daily quota varies and can be found in your Admin->Web Services menu.  Contact your account manager if you require increased daily quota. Rate Limit: Error Code 606 and Concurrency Limit: Error Code 615 Handling concurrency and rate limiting errors is similar. In each case, the request should be tried again after a waiting period. At most 10 requests can be processed by any Marketo Engage instance at a time. Error code 615 will be returned if there are already 10 open HTTP connections to the instance's REST API and an attempt is made to create an 11th connection. At most, 100 requests can be processed by any Marketo Engage instance in any rolling 20 second window of time. Error code 606 will be returned if there have already been 100 requests in the last 20 seconds. In both cases, an exponential backoff retry strategy will allow your application to eventually make a successful request. All popular web development languages have libraries available which implement exponential backoff: using an existing library is highly recommended. Unlike daily quota which an be increased through your account manager, rate and  concurrency limits cannot be changed. Further Reading For information on implementing your own exponential backoff algorithm, see Devopedia's article on Binary Exponential Backoff. For more best practices to apply when using the Marketo Engage REST API, see this page.
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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 Service Level Targets.
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