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:
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.
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.