Service Level Targets

Service Level Targets

An SLT is the amount of time our Support targets to make the first contact with a customer after a support case has been submitted. SLTs differ with a priority levels. Priority levels range from Priority P1 to Priority P3. Here are the SLTs and priority levels for each Support Service:

PriorityOnline
P11 hour
P24 hours
P38 hours

Here are the descriptions for each priority level:

PriorityDescription
P1Production Down: Production system, application, or critical feature/function is down.
P2Production Impaired: A major feature/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.
P3Minor Issue: A major issue is impacting the usability of the system, but a workaround is available and major features/functions are working correctly.

For inquiries regarding handling of personal information of our company, please contact below.
Pinmicro K.K
Y’S Coral Build 5F,Kanda Jimbocho 2-20-13
Chiyoda Ku, Tokyo 101-0051
Ph: +81-3-6265-6556
Fax: +81-3-6265-6475
Email: sales@pinmicro.com