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Customer Support

Get the Help You Need

Marketo’s award-winning Customer Support Organization provides world-class technical assistance and personalized guidance to help you quickly resolve issues, optimize marketing effectiveness, and maximize business impact. With a global staff of highly skilled support engineers, Marketo is dedicated to your satisfaction and helping you achieve the highest levels of success.

Have a question or technical issues to report?  Submit a case anytime at support.marketo.com.
Or find your regional Support contact information.

MARKETO CUSTOMER SUPPORT PACKAGES

All Marketo subscriptions include access to our extensive library of community-based best practices, online resources, and the Marketo Support Portal for web-based case submissions. For those with more demanding support requirements, we offer three premium support packages:

Business Support

Provides unlimited telephone access to Marketo experts during local business hours and management oversight of your support cases to help assure your requests get the proactive attention needed for fast resolution. Learn More

Premier Global Support

Provides accelerated service levels, follow-the-sun global coverage hours, and access to a named Support Engineer to handle your support cases and provide the assistance needed to help you achieve optimal value from your Marketo solution. Learn More

Elite Global Support

Provides the highest level of technical support and priority response through follow-the-sun global coverage hours, priority-level SLAs, and dedicated support from a named Technical Account Manager to personally manage your support cases and ensure your Marketo solution is meeting your enterprise business needs. Learn More

CONTACT US to discuss the best Marketo Support package for your business.

TSIA RO 2014 MARKETO Assisted SupportMarketo has achieved "Rated Outstanding, Assisted & Self-Service, North America" certification from the Technology Services Industry Association (TSIA), the
leading association for technology services.  


Compare All Packages
| Marketo Support Overview Datasheet | Request Information

 


 

MARKETO BUSINESS SUPPORT:

Marketo Business Support provides easy access to Marketo experts during local business hours, proactive case management, and personal oversight from a named Marketo Support Manager. Recommended for fast-paced marketing teams with time-sensitive campaigns, Marketo Business Support includes:

  • 24x7 access to the Marketo Community
  • 24x7 access to the Marketo Support Portal
  • 24x7 SLA response to P1 (production down) cases
  • Local business hours support
  • Unlimited web-case submissions via the Support Portal
  • Unlimited phone case submissions
  • Proactive case monitoring
  • Management oversight by a named Marketo Support Manager
  • Up to 6 Authorized Support Contacts

 Download the Business Support Datasheet

 

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MARKETO PREMIER GLOBAL SUPPORT:

Marketo Premier Global Support provides 24/5 follow-the-sun coverage hours, accelerated service level response times, and personalized support from a named Support Engineer familiar with your account. Recommended for mid-sized global businesses with complex, high-volume campaigns, Premier Global Support includes:

  • An assigned Support Engineer for help and assistance from an expert you know who is familiar with your account
  • 24x7 access to the Marketo Community
  • 24x7 access to the Marketo Support Portal
  • 24x7 SLA response to P1 (production down) cases
  • 24x5 follow-the-sun coverage hours for case submissions across multiple time zones
  • Unlimited web-case submissions via the Support Portal
  • Unlimited phone case submissions
  • Proactive case monitoring
  • Accelerated initial response SLAs and priority case routing
  • Up to 4 mentoring sessions per quarter to help you optimize your campaigns
  • Up to 2 support reviews per year to review service metrics for continuous improvement
  • Up to 6 Authorized Support Contacts

Download the Premier Global Support Datasheet

 

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MARKETO ELITE GLOBAL SUPPORT

Marketo Elite Global Support provides 24/5 follow-the-sun support coverage, priority service level response, and personal, expert support from a named Technical Account Manager. Recommended for large, enterprise-level global businesses with unique business processes, complex systems integrations and high-volume, mission-critical campaigns, Elite Global Support includes:

  • An assigned Technical Account Manager familiar with your environment and processes who works like an extension of your team to provide personal, proactive support aligned to your business goals
  • 24x7 access to the Marketo Community
  • 24x7 access to the Marketo Support Portal
  • 24x7 SLA response to P1 (production down) cases
  • 24x5 follow-the-sun coverage hours for case submissions across multiple time zones
  • Unlimited web-case submissions via the Support Portal
  • Unlimited phone case submissions
  • Our fastest initial response SLAs and priority case routing
  • Developer support for help troubleshooting APIs, webhooks, and more
  • Up to 4 mentoring sessions per quarter to help you optimize your campaigns
  • Up to 4 support reviews per year to review service metrics for continuous improvement
  • Up to 8 Authorized Support Contacts

Download the Elite Global Support Datasheet

 

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COMPARE MARKETO SUPPORT PACKAGES

Marketo's award winning Customer Support organization is committed to your success. All Marketo subscriptions include a level of standard support that provides easy access to our highly skilled technical resources for fast answers and technical assistance. For those with more demanding support requirements, Marketo's premium support services, include access to named support professionals, accelerated service-level response, and sessions for proactive mentoring and business reviews. To help you choose the best coverage for your business, the table below provides a comparison of Marketo support plans and features.

 Spark Standard
Support
Standard
Support
Business
Support
Premier Global
Support
Elite Global
Support
Included withSpark SubscriptionSubscription$$$
24 x 7 Available Monitoring
X
X
X
X
X
24 x 7 Customer Community
X
X
X
X
X
24 x 7 Support Portal Access
X
X
X
X
X
Designated Team / Named Support Manager
X
Named Support Engineer / Premier Manager
X
Technical Account Manager/ Premier Manager
X
Web Case Submission
X
X
X
X
X
Local Business-hour Support
X
X
X
X
X
Phone Case Submission $ 5/mo.
X
X
X
Proactive Case Monitoring
X
X
X
24 x 5 Global-hours Support
X
X
Personalized Support Dashboard
X
X
Priority Case Routing
X
X
Accelerated SLAs
X
X
Developer Support
X
Event VIP Status
X
Authorized Support Contacts 2 4 6 6 8
Mentoring Sessions per Quarter 4 4
Support Service Reviews per Year 2 4

Please see the Marketo Support Overview Datasheet for additional information on plans and service levels.

TSIA RO 2014 MARKETO Assisted SupportMarketo has achieved "Rated Outstanding, Assisted & Self-Service, North America" certification from the Technology Services Industry Association (TSIA), the
leading association for technology services.  


Top of Page
| Marketo Support Overview Datasheet | Request Information