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. [email protected]: Email for case submission. [email protected]: Contact Support Management regarding Support services. [email protected]: 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 [email protected] 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
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