PREMIUM SUPPORT
Get a more proactive, personalized support experience
If you need support beyond our library of community-based best practices, online resources, and web-based Support Portal, we offer three premium support levels:
Business Support
Get unlimited telephone access to Marketo experts during local business hours plus management oversight of your support cases for faster resolution.
Premier Global Support
Receive fast-track service, follow-the-sun global support coverage hours, and access to a named Support Engineer to help you maximize the value of your Marketo solution.
Elite Global Support
Ensure the highest level of technical support and priority response for your cases with follow-the-sun global coverage hours, priority-level SLAs, and an assigned Technical Account Manager to personally manage your support cases to meet your enterprise business needs.
Find out what’s included in each support level and compare them side-by-side with our Support datasheet
Which support level is right for you?
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Business Support
Marketo Business Support provides easy access to Marketo experts during regional 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 our standard support features plus these premium features:
- A designated Marketo Support Manager for case oversight and escalation management
- 12x5 regional coverage hours
- Unlimited phone case submissions
- Live Chat support
- Priority case routing
- Proactive case monitoring
- Personalized support dashboard
- Up to one mentoring session per quarter
- Up to six authorized support contacts
Download the Business Support Datasheet
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 our standard support features plus the following premium features:
- A designated Support Engineer and Premier Support Team familiar with your account provide proactive and reactive support
- 24x5 follow-the-sun coverage hours for case submissions across multiple time zones
- Unlimited phone case submissions
- Live Chat support
- Accelerated initial response SLAs
- Proactive case monitoring
- Priority case routing
- Personalized support dashboard
- Up to four mentoring sessions per quarter to help you optimize your campaigns
- Up to two support reviews per year to review service metrics for continuous improvement
- Up to six authorized support contacts
Download the Premier Global Support Datasheet
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 all of our standard support features plus the following premium features:
- A designated 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
- 24x5 follow-the-sun coverage hours for case submissions across multiple time zones
- Unlimited phone case submissions
- Live Chat support
- Our fastest initial response SLAs
- Proactive case monitoring
- Priority case routing
- Personalized support dashboard
- Developer support for help troubleshooting APIs, webhooks, and more
- Up to four mentoring sessions per quarter to help you optimize your campaigns
- Up to four support reviews per year to review service metrics for continuous improvement
- Up to eight authorized support contacts
Download the Elite Global Support Datasheet
