Pardot Knowledge Base

How do I contact Pardot Support?

Last Updated: Oct 16, 2017 | Print this Article
 

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 cannot log in to your Pardot account, click here for more help.

Contacting Support

If You Have a Salesforce or Marketing Cloud Username and Password

  1. Log in to the Help & Training Portal with your Salesforce or Marketing Cloud credentials.
  2. Click Go under Technical Support.
  3. From the Technical Support page, click Contact Us.
  4. From the Help Finder, select Pardot as the topic.
  5. Select a category.
  6. If you see your question, click it and check the Recommended Content and Trending Content sections for a solution.
  7. 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.

Premier Customers

See this article for more ways to contact support.  

Chat

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 Operation

Our 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.


Need more? Start a conversation with other Pardot users in the Trailblazer Community