The document discusses Marketo's customer support offerings, including: - Various support packages that differ in features, response times, and support hours - A global support team that provides 24/7 support across multiple regions through different time zones - Tools and resources available to customers like a support portal, community, and professional services - Details on priority levels for case response times and descriptions of priority levels

1. Marketo Customer Support
Welcome Datarati / Marketo Customers
06th December 2013
Presenters:
Patricia Lughezzani, VP Customer Support
Damien Barry, Manager International Customer Support
© 2013 Marketo, Inc. Marketo Proprietary and Confidential

2. Marketo Customer Success
Training and education from
world-class experts
Education
CSMs
Professional
Services
Robust community of
over 40,000 peers for
learning, sharing,
Community
networking
Comprehensive
support services
achieving over
95% response SLA
Customer
Support
Partner
Ecosystem
Packaged and custom
expert services with over
45,000 hours of customer
experience
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© 2013 Marketo, Inc.
Marketo Proprietary and Confidential

3. Customer Support Coverage
Dublin, Ireland
8am – 5pm (GMT)
Portland , OR
6am – 6pm (PST)
San Mateo, CA
6am – 6pm (PST)
Sydney, Australia
9am – 6pm (AUS-EST)
http://support.marketo.com
Follow-the-Sun Coverage
Language Support: English, French, German, Spanish, Portuguese
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© 2013 Marketo, Inc.
Marketo Proprietary and Confidential

4. Marketo Support Packages
Features
Spark
Standard
Premier
Elite
Included With
Spark
Standard, Select,
Dialog, Enterprise
$
$
24 x 7 Available Monitoring
√
√
√
√
24 x 7 Customer Community
√
√
√
√
Product Updates
√
√
√
√
24 x 7 Support Portal Access
√
√
√
√
Local Business-hour
√
√
√
√
Web Case Submission
√
√
√
√
Phone Case Submission
$
√
√
√
√
√
√
24 x 5 Global-hours
√
√
Named Support Engineer
√
√
Priority Case Routing
√
√
Accelerated SLAs
√
√
6
8
4
4
Support Service Reviews
Semi-annually
Semi-annually
Business Reviews /Strategic Planning
Semi-annually
Quarterly
Email Case Submission
Authorized Support Contacts
Mentoring Sessions per Quarter
2
4
Named Customer Success Manager
√
Custom Adoption and Training Plan
√
Best Practice Office Hours
√
Events VIP Status
√
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© 2013 Marketo, Inc.
Marketo Proprietary and Confidential
http://docs.cdn.marketo.com/Marketo_Support_Datasheet.pdf

5. Response Targets
Priority
Spark
Standard
Premier
Elite
P1
P2
P3
1 hours
6 hours
8 hours
1 hour
4 hours
6 hours
30 Minutes
2 hours
4 hours
30 Minutes
2 hours
2 hours
Priority
Description
P1
Production down: Production system, application, or critical
feature/function is down.
P2
Production impaired: A major feature or function is not working
correctly and is blocking full use of the Marketo system, but existing
production campaigns are working correctly and other features are
operational.
P3
Minor issue: A minor issue is impacting usability of the system, but a
workaround is available and major features / functions are working
correctly.
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© 2013 Marketo, Inc.
Marketo Proprietary and Confidential

6. Support Delivery Innovation
Innovation
World-Class
Leveraging
Infrastructure
• Integrated CRM 360º
• SoftSkills Training
• KB Management Strategy
• Support Portal Innovation
• Integrated Call Routing
• Tier Model
• On-boarding Training
• Reward and Recognition
• Batch Case Survey
• Social Media Engagement
Baseline Processes • Deflection Strategy
• Premier Program
• Language Support
• SLA/Dashboard Goals
• EMEA Office
• Global Call Routing
• Escalation Process
Page 6
© 2013 Marketo, Inc.
• Portland Office
• Career Path
• APAC Office
• Tier 3
• Chat
Marketo Proprietary and Confidential

7. Your APAC Team
Aden Forrest
MD Marketo APAC
Patricia Lughezzani
VP Customer Support
Damien Barry
Manager International
Customer Support
Derek Dolan
Tier 2 / Premier
Sr. TSE
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© 2013 Marketo, Inc.
Marketo Proprietary and Confidential
Joseph Raña
Tier 1 TSE

8. Fond Memories of Sydney
Page 8
© 2013 Marketo, Inc.
Marketo Proprietary and Confidential

9. Not So Fond Memories
Page 9
© 2013 Marketo, Inc.
Marketo Proprietary and Confidential

10. Customer Community Support Portal
•
•
•
•
Flexible Case Management
Contact Management
One click case submission
Customer-nominated service
award
Page 10
© 2013 Marketo, Inc.
•
•
•
•
•
Dynamic menu
News and Alerts
CSat scores
Team bios
Support initiatives
Marketo Proprietary and Confidential

11. Support News and Alerts
Email News
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© 2013 Marketo, Inc.
RSS Feed
Marketo Proprietary and Confidential

12. Case Management
Close/Reopen
Cases
One Click Case
Submission
Add Email CC
for Updates
Manage Case
Priority
Add Comments
and
Attachments
Page 12
© 2013 Marketo, Inc.
Marketo Proprietary and Confidential

13. Manage Your Authorised Contacts
•
•
Make sure to Log into the Community
Access from your Production Marketo (Not Sandbox)
Help Article: Set Up Authorized Support Contacts
Page 13
© 2013 Marketo, Inc.
Marketo Proprietary and Confidential

14. Driving Results on Customer Feedback






Event-driven on case closure
Flexible survey frequency
Localized French, German, Spanish
and Portuguese
Survey On Demand
Workflow for dissatisfied responses
Internal Recognition
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© 2013 Marketo, Inc.
Marketo Proprietary and Confidential

15. Customer Support Contacts
Case Submission
•
Support Portal: http://support.marketo.com
•
Phone: +61 2 9045 2701
•
Email: support@marketo.com (Prority 3 only)
Other Support Contacts
•
supportescalations@marketo.com: Escalate on existing case, or requires
management attention
•
supportfeedback@marketo.com: Issues with the community, Logins, access,
documentation
Page 15
© 2013 Marketo, Inc.
Marketo Proprietary and Confidential

16. Thank you!
© 2013 Marketo, Inc. Marketo Proprietary and Confidential