{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "marketo",
    "name": "Marketo",
    "vendor": "Marketo",
    "website": "https://www.marketo.com",
    "category": "crm-and-marketing",
    "category_name": "CRM & Marketing",
    "tags": [],
    "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.9,
    "max_credit_percent": 25,
    "max_credit": {
      "kind": "capped",
      "label": "25%",
      "value": 25,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": 25,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": [
        {
          "below": 99.9,
          "credit": 5
        },
        {
          "below": 99.5,
          "credit": 10
        },
        {
          "below": 95,
          "credit": 15
        },
        {
          "below": 90,
          "credit": 25
        }
      ]
    },
    "claim_process": {
      "deadline_days": 30,
      "deadline_basis": "downtime_date",
      "business_days": false,
      "method": "Customer's CSM or Adobe Customer Care",
      "url": "https://status.adobe.com/",
      "required_evidence": [
        "Account ID",
        "Affected services",
        "Incident timestamps",
        "Impact description"
      ],
      "review_days": 30,
      "credit_application": "Applied to next invoice"
    },
    "exclusions": [
      "Scheduled maintenance with at least three business days advance notice",
      "Acts or omissions of Customer, its agents, employees, or contractors",
      "Customer's failure to adhere to Adobe's documented recommendations",
      "Spikes in demand for system resources not agreed in writing",
      "Third-party services or integrations not provided or controlled by Adobe",
      "Force majeure events and government orders"
    ],
    "support": {
      "tiers": [
        "Silver",
        "Gold",
        "Platinum"
      ],
      "has_24x7": true,
      "fastest_response": "15 min (P1, top Adobe tier)",
      "response_is_sla": false,
      "designated_contact": "tam",
      "architecture_review": true,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "custom",
      "source_url": "https://helpx.adobe.com/legal/product-descriptions/adobe-marketo-engage---product-description.html",
      "note": "Uses Adobe Enterprise Support tiers; Platinum adds a named TAM. Response times are targets. Adobe support plans; top tier = 24x7 P1 (15 min) + named TAM/Support Engineer; lower tiers business hours, no TAM. Adobe support plans; top tier = 24x7 P1 (15 min) + named TAM/Support Engineer; lower tiers business hours, no TAM."
    },
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": true,
        "response_time": "< 24 hours"
      },
      {
        "name": "Enterprise",
        "slug": "enterprise",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "dynamic-chat",
        "name": "Dynamic Chat",
        "category": "chat",
        "description": "Conversational marketing",
        "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "engage",
        "name": "Marketo Engage",
        "category": "marketing-automation",
        "description": "B2B marketing automation",
        "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "measure",
        "name": "Marketo Measure",
        "category": "attribution",
        "description": "Marketing attribution",
        "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "sales-connect",
        "name": "Sales Connect",
        "category": "sales-engagement",
        "description": "Sales engagement platform",
        "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Marketo is a Marketing & Analytics provider. Marketo Engage is a Covered Service under the Adobe Unified Service Level Agreement (Adobe On-demand Services and Managed Services). See the official SLA at [Adobe Unified SLA (effective 12 October 2025)](https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf).\n\n<!-- Add human-readable notes about Marketo's SLA nuances here. -->\n<!-- Marketo Engage is listed as a Covered Service (section 1.3.15) in Adobe's Unified SLA. Minimum Uptime Percentage is 99.9%. Service credits are tiered (5/10/15/25%) capped at a cumulative 25% of Monthly Fees, claimed by written notice to the CSM or Adobe Customer Care within 30 days of Downtime. Other listed services (Dynamic Chat, Marketo Measure, Sales Connect) are not separately named as Covered Services in the Unified SLA. -->"
  }
}