Marketo’s marketing team has spent the last few hours in ‘crisis comms mode’ after it emerged that it has forgotten to renew its web domain, sparking a social media furor, with the clock still counting on its outage time.
Earlier today (July 25) it emerged that Marketo users were experiencing trouble with logging on to its website, which helps them use the marketing automation software to engage with their own customer bases, with #marketo soon trending online.
The vast majority of the sentiment was of a mocking nature, with many highlighting the irony of Marketo’s self-professed excellence in customer support, as well as the irony of the situation.
This soon prompted an acknowledgement and apology from Marketo’s social media team, which has since issued a statement and claimed that a fix is imminent, with the company’s chief executive Steve Lucas confirming that it was “resolving DNS issues” along with a ‘profuse apology’.
“No excuses, just fixing,” reads his tweet.
— Steve Lucas (@nstevenlucas) July 25, 2017
Meanwhile, a post on the official the official Marketo Twitter account claimed that it hoped to have normal service renewed by noon PDT.
We apologize for the access issues on https://t.co/27Zusr4A6f. It has been fixed and we expect access to be restored no later than noon PDT. — Marketo (@marketo) July 25, 2017
The most recent tweet from the company stated: "We’ve remediated the issue, but are waiting on DNS servers to recognize the changes. We expect most customers to have access soon."