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Best Practices: Marketing Cloud - Contact Marketing Cloud Premier Support (Social-Only Customers)

Knowledge Article Number 000239799
* Please note this applies to Social-only customers. If you have a Salesforce or Marketing Cloud log-in, you can contact support through the help and training portal*

As a Social Studio customer, there are two ways to contact Marketing Cloud Premier Support. 

You can submit a case via email or call the Customer Support team. 

Option 1 - Email Support

If you'd like to log a ticket with our customer support team, please email them directly via *

*Premier response times outlined below

Option 2 - Phone Support

Phone support is available around the clock in English.  

If you have a Severity 1 critical production issue that affects all users, please call Support to speak to a representative directly at 866-767-0701.

Global Numbers:

UK: 00800.404.551.52 

AUS: 1.800.203.823

Please note that Premier Support response times are determined based on the Severity of your Case. Please see the table below to understand how we determine response times. 

User-added image

Support cases are assigned a severity level from 1-4 by the support team. A Severity level 1 case should always be submitted by phone - and will always be prioritized and worked first. Every effort is made to resolve high priority issues as quickly as possible.

Further details can be found in your Premier Terms and conditions. 

Case Escalation
If you are looking to escalate your case, please reach out directly to your Account Executive.

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