Documentation

Service Level Targets (SLT)

Last update: Thu Feb 05 2026 00:00:00 GMT+0000 (Coordinated Universal Time)

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Upon signing a contract with Marketo you are provisioned a Marketo instance and a Support Service. There are four different types of Support Services which are available to meet different customer support needs:

  • Online

  • (Legacy) Business or PREMIER SUPPORT BUSINESS

  • (Legacy) Premier or PREMIER SUPPORT ENTERPRISE

  • (Legacy) Elite or PREMIER SUPPORT ELITE

Each Support Service has a different Service Level Target (SLT). An SLT is the amount of time Marketo Support targets to make first contact with you after a support case has been submitted. SLTs differ for each Support Service and priority level. Priority levels range from Priority P1 to Priority P4. Here are the SLTs and priority levels for each Support Service:

Priority
Online
(Legacy)
Business
PREMIER
SUPPORT
BUSINESS
(Legacy)
Premier
PREMIER
SUPPORT
ENTERPRISE
(Legacy)
Elite
PREMIER
SUPPORT
ELITE
P1
1 hour
1 hour
1 hour
30 minutes
30 minutes
30 minutes
15 minutes
P2
4 hours
3 hours
2 hours
2 hours
1 hour
2 hours
30 minutes
P3
6 hours
5 hours
4 hours
4 hours
2 hours
2 hours
1 hour
P4
3 days
1 day
1 day
1 day
1 day
1 day
1 day

Here are the descriptions for each priority level:

Priority
Description
P1
Mission Critical: Core business function down or potential loss of mission critical data
P2
Urgent: Major feature or workflow is not functioning. Mission critical workflow and majority of user community is not blocked
P3
Important: Normal usability or task completion is impacted but functional, or workaround is available
P4
Minor: Minor issue requiring a correction. Normal workflow is not impacted

Find more information About Support here!

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For technical assistance contact Marketo Engage Customer Support.

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