Statement On Marketo.com Access Issues

[Janet_Dulsky]

We apologize sincerely for the access issues you are experiencing today on Marketo.com. Features accessed through Marketo.com such as forms, web personalization, etc. are affected due to a domain access issue through our DNS information service provider. The Marketo.com domains are being propagated and should be completed shortly. Marketing automation capabilities such as campaign management and execution, CRM sync, Munchkin, and API are not affected. As soon as domain access is restored, you will no longer experience these issues.

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[Anonymous]

For clarification, we are planning to use Marketo to send an email to customers, and if our customers' DNS servers have not yet updated, we need to know whether the link tracking in the email could potentially interfere with the links working correctly.

[Josh_Hill13]

I suspect that the MSI visualforce page was affected and could have caused SFDC page loading issues. I did not notice this at all, however. It may depend on configuration of the specific SFDC instance.

[Josh_Hill13]

if you did a branded tracking domain like

t.yourfirm.com

this does not have a connection to *.marketo.com so it was unaffected

Configure Protocols for Marketo - Marketo Docs - Product Docs

however, any items connection to the main domain would be broken on July 25.

Landing pages also were unaffected with some hiccups.

[Anonymous]

Haven't seen any mention of this so far, so I have to ask - are Marketo considering compensation here? My particular issue is that we just moved our website over to using Marketo forms (Contact Us, Request a Demo etc), so we got NO MQLs from the web during the time of the outage...this will almost certainly have a financial impact on the Company - no web leads for a day...

would like to speak to someone directly - I have sent a few emails, but got nothing back...

[Janet_Dulsky]

Autumn Mahoney​, I appreciate you letting me know how challenging this issue was for you. And, I understand that receiving more detailed information earlier would have saved you a lot of time and trouble, and for that I am very sorry. Please know that, as Steve Lucas said in his letter, we are putting in place processes, not only to ensure something like this never happens again, but to improve the communications flow (and timing) to customers in times of crisis.

Thank you, Janet

[Anonymous]

I'm right there with you. This is absolutely unacceptable and perhaps one of the most ridiculous situations I've seen from a company of this magnitude. The failure on Marketo's part due to something so small not only discredits them as a trusted source for marketers, it's just a straight up embarrassment to all of us who use the system and have lost who knows what kind of leads and information.

[Anonymous]

Is Marketo issuing credits to its customers for this down time? Obviously its not our fault that the marketo.com domain was not renewed... ​

The communications were so limited during the issue.. Aside from SEM marketing such as Adwords, Outbrain, and other channels, that downtime results in a lot of wasted marketing dollars.

I know it's different for everyone here but for me, one lead through the contact forms may equate to $120,000 to $250,000 and up... That's just lost opportunity and I don't expect Marketo really care about that. What of our typical, daily ad spend to get traffic to those forms?

[Anonymous]

I literally found out about this from a LinkedIn connection.... It's concerning that we have not been contacted personally by a customer success rep.

A mass email is not sufficient for a product such as Marketo and a higher communication standard is maintained by competing products including Pardot and Hubspot.

I understand being embarrassed by an issue as junior as this one however much worse has happened...

[Anonymous]

COMPLETELY AGREE. The status updates were spotty at best.And I find it weird that the login screen was able to "propogate across the globe" as you put in the status update, yet upon login nothing happened. We waited almost 2 days to have full acess again - at the same time as a very important campaign was about to launch.

Marketo needs to do more than look into processes; you need to make up for considerable frustration caused. How many webinar RSVP's did we lose? We were running a paid campaign for it, what about that? Or all of our Adwords campaigns for demos, info requests? Had to put a note up on our landing page (THANK GOD it wasn't hosted by Marketo) to email me directly due to technical issues. This doesn't look good for a tech company, and in turn, caused issues for our clients.

And, after all of this, we haven't had an account manager reach out to us directly.

[Grégoire_Miche2]

Hi Janet,

One of the things Marketo could do is implement this idea :

If it had been done, people using embedded forms would not have suffered from form malfunction.

-Geg