MARKETO ELITE GLOBAL SUPPORT

MARKETO ELITE GLOBAL SUPPORT
Marketo’s award winning Customer Support organization is committed to delivering the highest
levels of success, satisfaction and business value. We’ve designed our Elite Global Support package
to address the enterprise-level support needs of large global organizations with unique business
processes, complex systems integrations and high-volume, mission-critical campaigns. With followthe-sun global coverage hours, priority SLAs, and a named Technical Account Manager familiar with
your environment and business needs, Marketo Elite Global Support provides personal, proactive
support to quickly resolve technical issues, optimize marketing effectiveness, and help you achieve
peak performance for maximum business value across your enterprise.
SUPPORT FEATURES
Named Technical Account Manager
Elite Global Support
A Marketo Certified Professional with 5+ years of
Support experience is assigned as your single point
of contact to manage your support cases, resolve
complex issues quickly, and deliver a deeper level of
proactive support. Their goals are tied directly to your
business success and your Technical Account Manager
will partner with you to drive maximum performance
and business results.
Named Technical Account
Manager
Proactive Case Monitoring
Personalized Support Dashboard
Your assigned Marketo Technical Account Manager will
actively monitor open cases and take proactive action
to ensure timely resolution.
Support Service Reviews
per Year
24 x 5 Global Support Hours
Event VIP Status
Consistent follow-the-sun coverage hours for case
submissions across multiple time zones from 9:00 AM
Monday Eastern-Australia Time through 6:00 PM Friday
Pacific Standard Time.
Phone Case Submission
Accelerated Response SLAs / Priority Case Routing
24x7 Availability Monitoring
Our fastest initial response to your support requests
and priority routing to expert resources helps speed
action and expedite resolution of your support cases.
24x7 Support Portal Access
Mentoring Sessions
Proactive Case Monitoring
24x5 Global Support Hours
Accelerated SLAs /
Priority Case Routing
Mentoring Sessions per
Quarter
4
4
Developer Support
Web Case Submission
24x7 Global Support for P1
Cases (production down)
24x7 Customer Community
Authorized Support Contacts
8
Up to 4 scheduled 30-minute deep dive sessions to
provide practical guidance on the effective use of
Marketo including how-to advice, design assistance,
tips and techniques and other topics relevant to your
environment.
©2015 Marketo, Inc. Trademarks belong to their respective owners. All rights reserved.
040315
DATASHEET
Personalized Support Dashboard
24x7 Customer Community
A group of reports that provides information about
your instance and your support service metrics to help
you get the most from your Support Services.
Continuous online access to the Marketo Community
where you can review product documentation and
connect with the Marketo Nation of more than
50,000 marketers that share ideas, expertise and best
practices.
Support Service Reviews
Up to 4 Service Review meetings per year to discuss
support services delivery metrics and key instance
performance reports to help you continuously
optimize the value of your Marketo solution.
Developer Support
Assistance to help troubleshoot API calls, Email
Scripting, Webhooks, Munchkin API and JavaScript with
limited custom code review.
Event VIP Status
Receive advance notice of important (and fun!) events.
You’ll receive exclusive access to VIP areas and other
perks.
Phone Case Submissions
Access to Marketo Support to submit new cases via
our telephone support hotline.
Web Case Submissions
Support cases may be created directly through our
world-class Support Portal at any time, and your
request will be routed to your assigned technical
resource.
24x7 Global Support for P1 Cases (production down)
Coverage by phone or online 24 hours/day,
7 days/week for response within 30 minutes
for P1 (production down) cases.
Authorized Support Contacts
Up to 8 designated contacts in your company who
are authorized to submit cases and work directly with
Marketo experts toward resolution. Your Support
Admin can manage your Authorized Support Contacts
on the Marketo Support Portal.
Whether you’re talking to a
customer support agent. Whether
you’re talking with their professional
services team. Whether you’re talking
with their customer success team. You
have very bright, energetic people who
in many cases are practitioners. They’ve
walked in my shoes. They get what it’s
like to live the life of a marketer. And
they’re there to make you successful.
It’s a very rare trait in a company.”
Paul Green
Marketing Automation Manager, Enterasys
24x7 Availability Monitoring
Proactive system monitoring to ensure maximum
availability and performance.
24x7 Support Portal Access
On-demand access to the online Marketo Support
Portal to submit support cases, review case status,
and browse other resources like our Support Solutions
knowledgebase, News & Alerts, Featured Tips, and
more.
©2015 Marketo, Inc. Trademarks belong to their respective owners. All rights reserved.
040315
DATASHEET
INITIAL RESPONSE SLA
P1
Production down: Production system, application, or critical feature/
function is down.
P2
Production impared: Major feature/function is not working correctly, but
existing production campaigns are working correctly and other features
are operational.
2 hours
P3
Minor issue: A minor issue is impacting system usability, but
a workaround is available and major features/functions are working
correctly.
2 hours
30 minutes
SUPPORT CONTACT INFORMATION AND HOURS
Global Contacts
http://support.marketo.com: Online Support Portal for case management and Knowledgebase search.
support@marketo.com: Email for case submission.
supportescalations@marketo.com: Contact Support Management regarding Support services.
supportfeedback@marketo.com: Questions regarding Support or Community access.
Regional Hours of Operation & Contact Information
Americas
Europe, Middle East,
& Africa
Australia
& New Zealand
Japan
M-F, 6am to 6pm PST
Toll Free US:
+1.877.270.6586
Direct: +1.650.376.2302
M-F, 8am to 5pm GMT
Europe:
+353 (0)1 242 3030
UK: 0800 151 3030
M-F, 9am to 6pm Aus EST
ANZ: +61 2 8073 0513
M-F, 9am to 6pm JST
+81 3 4588 9301
Language Support:
English,
Spanish
Language Support:
English, French,
German, Portuguese
Language Support:
English,
Japanese
Language Support:
English,
Japanese
After-hours Support for Production Down Issues
Online: http://support.marketo.com, enter a Support Case with Priority = P1
Phone: Call your regional Marketo Support Line and follow the P1 prompts.
©2015 Marketo, Inc. Trademarks belong to their respective owners. All rights reserved.
040315
DATASHEET
OBSERVED OFFICE HOLIDAYS
Americas
- New Years Day
- Independence Day
- Thanksgiving Day
(& the Day After)
- Christmas Day
Europe, Middle East,
& Africa
- New Year’s Day
- Easter Monday
- Christmas Day
- St. Stephen’s Day
Australia
& New Zealand
- New Year’s Day
- Australia Day
- Labour Day
- Easter Monday
- ANZAC Day
- Queen’s Birthday
- Christmas Day
- Boxing Day
Japan
- New Years Day
- Coming of Age Day
- National Foundation Day
- Vernal Equinox Day
- Showa Day
- Constitution Memorial Day
- Greenery Day
- Children’s Day
- Substitute Holiday
- Marine Day
- Respect for the Aged Day
- National Holiday
- Autumnal Equinox Day
- Health-Sports Day
- Culture Day
- Labor Thanksgiving Day
- Emperor’s Birthday
- Winter Holiday
MORE INFORMATION
For more information or to request a quotation, please contact us at sales@marketo.com
Marketo has achieved Rated Outstanding designation
by the Technology Services Industry Association, the
leading association for technology services.
About Marketo:
Marketo (NASDAQ: MKTO) provides the leading marketing software and solutions designed to help marketers master the art and science of digital
marketing. Through a unique combination of innovation and expertise, Marketo is focused solely on helping marketers keep pace in an ever-changing
digital world. Spanning today’s digital, social, mobile and offline channels, Marketo’s Engagement Marketing Platform powers a set of breakthrough
applications to help marketers tackle all aspects of digital marketing from the planning and orchestration of marketing activities to the delivery of
personalized interactions that can be optimized in real-time. Marketo’s applications are known for their ease-of-use, and are complemented by the
Marketing Nation®, a thriving network of more than 400 third-party solutions through our LaunchPoint® ecosystem and over 50,000 marketers who
share and learn from each other to grow their collective marketing expertise. The result for modern marketers is unprecedented agility and superior
results. Headquartered in San Mateo, CA with offices in Europe, Australia and Japan, Marketo serves as a strategic marketing partner to more than
3,750 large enterprises and fast-growing small companies across a wide variety of industries. For more information, visit www.marketo.com
©2015 Marketo, Inc. Trademarks belong to their respective owners. All rights reserved.
040315
DATASHEET