What does the hours in SLA support mean? | Community
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A
Anonymous
June 24, 2013
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What does the hours in SLA support mean?

  • June 24, 2013
  • 5 replies
  • 2122 views
What does the hours in SLA in support mean? All I seem to get is an automated email saying they received my request and nothing else after that. Does hours in SLA just mean I'll get an automated email within the specified hour saying they received my request?
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Best answer by
Hi Hitoshi,

The hours mean that you will get a response to your ticket (not automated) within the SLA. Hang in there! I've had great experience with support--they're always lending a helping hand.

5 replies

A
Anonymous
Accepted solution
June 24, 2013
Hi Hitoshi,

The hours mean that you will get a response to your ticket (not automated) within the SLA. Hang in there! I've had great experience with support--they're always lending a helping hand.
Josh_Hill13
Josh_Hill13
Level 10
June 24, 2013
The service level agreement is specific to your level of support. Usually someone will call you within that time frame (or email you).

I've found that calling for urgent issues is far better than a case or email.
    A
    Anonymous
    June 24, 2013
    Thanks Caroland Josh. Marketo still doesn't have an office in Japan so I'll have to make an international call. I'll keep that in mind for P1 issues.
    Kenneth_Law
    Kenneth_Law
    Level 6
    June 24, 2013
    Hello Ozawa-san,

    The SLA's reference when you will receive a response from a live representative from Marketo and depending on the priorty of the case, the response time will vary.  We reply to P3 and P2 priority issues during normal busines hours. All reported P1 issues are replied to within our posted SLA regardless of business hours.

    About Support

    Your support cases do take top priority with us and our team will respond with updates on the status of tickets if we are still working on a resolution.
    A
    Anonymous
    June 25, 2013
    Got almost all issues resolved. Thank you all very much. :-)
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