Marketo Support Packages
Products
Marketo Support Packages
Every Marketo subscription includes support from our friendly and knowledgeable support engineers. Here's what you get:
| Basic | Standard | Gold | Platinum |
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| 24x7 Service Availability Monitoring |  |
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| Web Support | |
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| Email Support | |
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| Phone Support | |
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| 24x7 Support for P1 and P2 Issues | |
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| Priority Queuing | |
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| Dedicated Phone Number | |
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| Proactive Technical Account Management | |
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| Designated Support Engineer | |
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| Authorized Contacts | 2 | 2 | 4 | 6 |
| Included with Lead Management Edition | SMB | Professional | Enterprise | |
| Upgrade From Previous Tier |
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About These Features
Web Support
The Marketo Success site provides round-the-clock access to documentation, training materials, and knowledge documents to help you get the most out of the Marketo solution. It also provides community discussion boards to share questions or suggestions with other Marketo customers, a means to submit feature suggestions to Marketo Product Management, and the ability to log, track, and update Support cases online.
24x7 Service Availability Monitoring
The Marketo Operations team continually monitors system availability and performance 24x7. Should an unanticipated problem arise (rarely if ever), we are aware of it and begin resolving it immediately, minimizing or preventing any issues for you or your customers.
Email and Phone Support
Standard Marketo Support hours are 6AM-6PM Pacific Time, Monday thru Friday (except company holidays). Authorized customers may submit cases online, by email, or by phone.
24x7 Support for P1 and P2 Issues
Marketo Gold and Platinum Support customers are eligible for 24x7 phone support for P2 issues.
Priority Queuing and Dedicated Phone Number
Marketo Gold and Platinum Support customers who submit cases online or via email get assigned to an engineer ahead of cases of equal priority. For those submitting cases by phone, a priority phone number is also provided.
Proactive Technical Account Management
Marketo Platinum Support customers receive a quarterly review of their business and technical issues. This personalized review and meeting helps them understand the benefits they are receiving from Marketo, and identifies areas where they can leverage features to enjoy even more success.
Designated Support Engineer
Marketo Platinum Support customers have their issues targeted toward a specific senior Support resource. This allows for relationship-building, consistency, and the efficiency of knowing the nuances of your specific Marketo environment.
Authorized Contacts
To get the most out of your Marketo application, Marketo provides online and web training for your key Marketo users and administrators. These trained Marketo experts are best able to help your user community and coordinate problem resolution with Marketo Support.
