Eloqua Product Support is the cornerstone to your everyday success with Eloqua. Should an issue or question arise, our experts can be accessed via web, phone, or even self-service, web-based tools.
Our support offerings have been designed to provide organizations of all sizes, the level of support they require:
Standard Support
- Included with purchase (primary region only)
- Coverage = 12x5 (8am to 8pm Monday – Friday)
- Access to Best Practice Template Library, Customer Success Team, Customer Support Portal
International Product Support Packages
- Each support package is designed to cover your primary region (Americas, EMEA or APAC). However, for global organizations, each support package can be expanded (for a fee) to cover “rest of world”.
- Adding an International Support Package gives you access to the same included services globally
- Delivery of international services is provided by Eloqua’s regional customer teams
Premier Support - includes everything in Standard Support plus
- Dedicated technical expert as point of contact during customers core business hours (9am - 6pm M – F)
- 24x5 Tier 1 technical support (upgraded from 12x5)
Premier Support + Strategic Account Manager - includes everything in Premier Support plus
- Dedicated Strategic Account Manager who will work with you to:
- Develop an action plan that aligns goals and increases adoption
- Guide multi-user rollout and adoption across region
- Attend customer steering committee’s and checkpoints
- Conduct bi-annual customer accounts reviews and Health Checks
