Pardot is fully committed to its clients and offers support through advanced expertise and industry best practices. Our support team is available by email during standard business hours.
Quick Start Onboarding Package
The Quick Start Onboarding Package is designed to foster a relationship between our new customers and a dedicated Pardot implementation manager. As a new customer, you will have up to 60 days to configure the Pardot system to you specifications, launch campaigns and evaluate your campaign results. Upon completion of the program, you’ll have a live production system, a deep understanding of key marketing automation concepts and tools, and weekly instructor led trainings on all Pardot features.
We offer a comprehensive knowledge base to help you get started on your own. This is the easiest place for you to find answers to technical questions about Prospect Insight.
Contact Our Solutions Team
Are you a current Pardot client with a technical or usage question about your account? Visit our Knowledge Base (pardot.com/help) and click the Support tab on the left side of the page or use the Contact Support button on the right.
Summarize your issue and a member of our team will be happy to assist you with your request. The support team is available from 9 a.m. – 6 p.m. EDT, Monday – Friday.
Our Support Process
- In order to ensure that our clients’ cases get immediate attention, all cases begin with a ticket submission via the Pardot Knowledge Base (click the “Support” tab on the left or the “Contact Support” button on the right).
- A case will be created and the case will be distributed to a team of support members at our headquarters. This ensures that the case will be handled by the next available team member, so that there is a fast response.
- The case will be reviewed by a member of the support team within 60 minutes during business hours (our average response time is 15 minutes).
- Upon review, the case will be assigned a priority ranging from user problem to “Blocker” issues (e.g. problems that impact business continuity).
- The Pardot Solutions team will contact the customer via phone or email to review the issue. They may leverage a web meeting to better understand the issue being experienced.
- Should engineering support be required, a software engineer will be engaged immediately.
- All cases not resolved within 24 hours will be escalated to management for review and remedy.
- Upon resolution, our customer will receive an email, confirming that the issue is resolved and requesting to close the case.