Reaching out to support

[Nurture_Ninja]

I inherited a new instance and would like to reach out to Support to create a new case. What is the best way to about this?

Within my instance, when I navigate to Help -> Resources -> Support, I'm led to this page: https://experienceleague.adobe.com/docs/support-resources/data-sheets/overview.html

Where do I see if we qualify for Expert Support Plan or Ultimate Support Plan? Also, where is the info about the actual channels (Online, chat, phone, Experience League, forums, self-help videos) to reach out to support?

Thanks!

[Darshil_Shah1 · Accepted solution]

Well, you need to be Authorized support contact for the subscription to be able to raise the support tickets. You can raise support tickets right from the Community > Support (in the top nav bar) > Case Management. Make sure you're logged in to the Community with the credentials associated with the Marketo instance you want to raise the support ticket for.

Here's a detailed Community article that walks through the step-by-step process of raising the support ticket. Call and Chat support could be found on the Case Management screen, Experience League is the site where product documentation and tutorials/self-help videos are hosted. You may have to reach out to your Marketo Customer Success Manager (CSM)/view the contract to find which of the available support plan you have included with your subscription.