If you're having a technical issue that you need help with, reach out to Pardot Support. This article covers your options for contacting us.
If You Have a Salesforce or Marketing Cloud Username and Password
- Log in to the Help & Training Portal with your Salesforce or Marketing Cloud credentials.
- Click Go under Technical Support.
- From the Technical Support page, click Contact Us.
- From the Help Finder, select Pardot as the topic.
- Select a category.
- If you see your question, click it and check the Recommended Content and Trending Content sections for a solution.
- If you don't see your question, scroll and select an additional support option.
Note: If you don't have your own username and password, ask your Salesforce admin to create a user with a Chatter Only license for you.
If You Don't Have a Salesforce or Marketing Cloud Username and Password
Use this form to submit a case to Pardot Support.
See this article for more ways to contact support.
If chat support is included in your package, you can use in-app chat to contact support.
Return-call Phone Support
Clients with Ultimate edition can get return-call phone support. Open a case, give us the details of your issue, and let us know you need a call. We'll find the right expert to help with your issue.
Hours of OperationOur Support Team is available 24 hours a day, Monday through Friday (ending Friday at 8pm EST).
Which Severity Level Should I Choose?
Level 1 - Critical: Critical production issue affecting all users and instances, including system unavailability and data integrity issues with no workaround available. Note: This level cannot be selected on a case. Follow Level 1 issues at trust.pardot.com. If nothing is posted, contact Salesforce.
Level 2 - Urgent: Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available.
Level 3 - High: System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.
Level 4 - Medium: Inquiry regarding a routine technical issue; training or ‘how-to’ question; inquiry regarding application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available.