Does Marketo offer a service-level agreement (SLA)?

Yes. Marketo backs its service with an SLA: if it misses its uptime commitment you are entitled to service credits.

What is Marketo's uptime commitment?

Marketo's headline uptime commitment is 99.9%, generally measured per month.

How do I claim Marketo SLA credits?

Credits are not automatic — you must request them within the SLA's stated claim window.

Vendors › Marketo

SLA Profile

Marketo

CRM & Marketing ·marketo.com ↗ ·verified Jun 2026

Official SLA ↗

✓

Credit-backed

Publishes an SLA backed by tiered service credits: 99.9% uptime, credits up to 25%.

Source: official SLA ↗ · checked Jun 2026 · View as JSON

99.9%

Uptime

25%

Max credit

30d

Claim window

Credit

Remedy

Standard

Min plan

Reference calculation

Estimate service credit

See what the published credit tier would imply for one affected service and billing period. This is an estimate, not a claim decision.

Use the uptime percentage calculated under the vendor's SLA, not an independent monitoring result. Affected spend means the monthly fees for the affected service.

The estimate uses the published terms below and does not adjudicate measurement rules, exclusions, plan eligibility, or whether a claim is still timely.

How to claim

Submission Customer's CSM or Adobe Customer Care · status.adobe.com/

Deadline 30 days of incident

Review timeline 30 business days

Credit applied Applied to next invoice

Required evidence: Account ID, Affected services, Incident timestamps, Impact description

Common 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 complementary, not the SLA

Standard SLA-eligible

Included · Business hours

Enterprise SLA-eligible

Custom · 24/7

Per-service SLAs · 4

Most platforms commit to SLAs per service, not one blanket number.

Service

Category

Uptime

SLA

Dynamic Chat

Conversational marketing

Chat

Uptime 99.9%

SLA covered

Marketo Engage

B2B marketing automation

Marketing Automation

Uptime 99.9%

SLA covered

Marketo Measure

Marketing attribution

Attribution

Uptime 99.9%

SLA covered

Sales Connect

Sales engagement platform

Sales Engagement

Uptime 99.9%

SLA covered

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).

Found an error? Suggest a correction ↗