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:
Here are the descriptions for each priority level:
|P1||Production Down: Production system, application, or critical feature/function is down.|
|P2||Production 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.|
|P3||Minor Issue: A major issue is impacting the usability of the system, but a workaround is available and major features/functions are working correctly.|
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Chiyoda Ku, Tokyo 101-0051