Customer Support
Marketo Support Packages
Select the Plan That's Right for You
Whether you are new to marketing automation or a seasoned pro, when you're using Marketo, you want to get the most value. We offer three Support Packages, each with varying levels of service, to benefit businesses of all sizes.
| Features | Standard | Premier | Premier Plus | |
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| 24x7 Service Availability Monitoring |  |
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| 24 x 7 Knowledgebase Access | |
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| Customer Community | |
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| Web Support | |
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| Email Support | |
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| Live Local Business-hour Support | |
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| Live 24 x 5 Global Support | |
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| Named Support Engineer | |
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| Priority Case Routing | |
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| Accelerated SLAs | |
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| Account Support Review | Biannually1 | Quarterly | ||
| Campaign Services | |
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| Included with Lead Management Edition 2 |
Professional Enterprise | $ | $ | |
| Authorized Support Contacts | 4 | 6 | 8 | |
| Mentoring Services 3 | 4 | 8 | ||
| Product Updates | |
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About These Features
24 x 7 Availability Monitoring
The Marketo Operations team proactively monitors system availability and performance 24x7 to ensure potential issues are detected and corrected before our customers can be affected. Should a situation restricting critical system access arise after-hours phone access is available.
24 x 7 Knowledgebase Access
Through the Customer Community, Marketo offers continuous online access to a growing database of technical solutions, product documentation, FAQs and more.
Customer Community
The Marketo Community provides round-the-clock access to documentation, training materials, and knowledge documents to help you get the most out of the Marketo solution. You can also connect with other Marketo customers to share best practices and lessons learned, as well as submit suggestions to the Marketo Product Management team to help shape the future of our products.
Web Support
Marketo offers the convenience of anytime access to on demand training courses, online case management, and the ability to browse documentation, FAQs and our extensive knowledgebase.
Live Local Business-hour Support
Marketo Standard Support provides customers direct access to live support during local business hours.
Live 24 x 5 Global Support
Premier and Premier Plus customers have the added benefit of round-the-clock assistance from Marketo Support for critical business issues. Follow-the-sun-support provides consistent coverage across multiple time zones ensuring your support needs are met everywhere you do business.
Named Support Engineer
Premier and Premier Plus customers have the valuable service of an assigned support account specialist as their primary point of communication for technical support. The Named Support Engineer will manage the majority of submitted cases and coordinate with other team members, based on expertise and availability, to ensure timely issue resolution.
Priority Case Routing
Marketo Premier and Premier Plus Support offers priority access to our support team when submitting cases online, via email or the dedicated premier support phone number.
Accelerated SLAs
Premier and Premier Plus customers enjoy accelerated SLAs and priority scheduling for delivery of product fixes.
Account Support Review
Premier and Premier Plus customers receive regularly scheduled account reviews conducted by their Named Support Engineer. As part of this service we assess your current application usage and recent case history to provide recommendations for optimizing and expanding your use of Marketo. This personalized approach helps you to continually increase the value of Marketo for your company.1
Included with Lead Management Edition
Standard Support is included with Marketo Lead Management Professional and Enterprise Editions.2 To help decide which Support Package is best for you, please contact your Marketo Account Executive.
Authorized Support Contacts
Designated, trained contacts in your company who are authorized to submit cases to Marketo Support and work directly with our marketing automation experts to drive the most value from your Marketo solution.
Mentoring Sessions
These consultative sessions provide practical guidance around the effective use of Marketo – how-to questions, design assistance, tips and techniques, and more. Sessions are scheduled in 30 minute intervals giving you access to a virtual team of experts and the personalized help you need to turn answers into action.3
Product Updates
New features and functionality are seamlessly rolled into Marketo Lead Management on a regular basis ensuring you are always on the latest version so you can concentrate on what matters most - moving your business forward.
1 Biannual account reviews are delivered twice a year.
2 Premier and Premier Plus Support packages are available for purchase with the Professional or Enterprise Edition.
3 Mentoring Services are 30 minute sessions allocated to Premier and Premier Plus customers on a monthly basis as part of the support agreement. Unused sessions do not carry forward from one month to the next.
