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
Critical Business Impact:
Customer's production business functions are down or have significant data loss or service degradation and immediate attention is required to restore functionality and usability.
P2
Major Business Impact:
Customer's business functions have major service degradation or potential data loss, or a major feature is impacted.
P3
Minimal Business Impact:
Customer's business functions have minor service degradation but there exists a solution/workaround allowing business functions to continue normally.
P4
No business impact:
General question regarding current product functionality or an enhancement request.
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