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Read the Release NotesStandard Duo Support is available during business hours, 9:00am-6:00pm local time, Mon-Fri. We offer 24x7x365 assistance for Duo MFA, Duo Access, & Duo Beyond customers experiencing Critical Severity issues. Premium (Duo Care) Support is available 24 hours a day, Mon-Fri. We offer 24x7x365 assistance for Critical and High Severity issues.
Our Support Portal is available to all paying customers via the left sidebar of the Admin Panel. Use the portal to securely transmit attachments, view your current and previous cases, and leave feedback on issues we've solved! You can also drop us a line at support@duosecurity.com to start a new case.
If you're looking for more immediate or emergency assistance, you can also call us. Find your country's phone number.
Plus, you can monitor our system status at https://status.duo.com.
In order to provide you with 24x7x365 coverage, Duo Security requests that you identify a dedicated point of contact who will be available until the issue is resolved.
Duo Security requires that only administrators listed in the Duo Admin Panel contact Duo Support. For security purposes, we will be unable to work with non-admins or individuals residing outside of your organization without a Duo Administrator listed on that account present.
If resolution requires any specific personnel from your organization (i.e network engineers), please have them available to troubleshoot critical severity issues when contacting Duo.
Initial Response Time: 1 business hour
Duo is experiencing a complete outage and no part of the service is working as intended. As a result, your business is unable to access certain applications protected by Duo.
The use of a procedural workaround is not available to continue your normal business operations.
Note: New Duo application setups are considered low severity issues and cannot be troubleshot after-hours.
All Paying & Duo Care Customers should call Duo Support directly if you believe you’re experiencing a critical severity issue. Phone support is the only medium where 24x7x365 support is offered and ensures expedited troubleshooting.
Initial Response Time: 2 business hours
Duo is experiencing a partial outage and portions of the service are not working as intended. As a result, users within your organization may be unable to complete authentication or otherwise access Duo-protected applications.
The use of a procedural workaround is not available to continue your normal business operations.
Duo Care customers should call Duo Support directly if you believe you’re experiencing a high severity issue. Phone support is the only medium where 24x7x365 support is offered and ensures expedited troubleshooting.
Initial Response Time: 4 business hours
Medium-to-low business impact has occurred due to a mis-configuration or change in your 2FA environment and/or infrastructure.
Examples may include, but are not limited to: Administrators changing settings or policies in the Duo Admin Panel, firewall rule changes, user changes in primary authentication environment, etc.
Procedural workarounds may enable you to continue using Duo’s Services without significant impact.
Initial Response Time: 1 business day
Minimal-to-no business impact occurring as a result. This may include topics such as: requesting technical documentation, generalized questions, best practices, or inquiries involving new application setups.
Initial Response Time: 1 business hour
Duo is experiencing a complete outage and no part of the service is working as intended. As a result, your business is unable to access certain applications protected by Duo.
The use of a procedural workaround is not available to continue your normal business operations.
Note: New Duo application setups are considered low severity issues and cannot be troubleshot after-hours.
All Paying & Duo Care Customers should call Duo Support directly if you believe you’re experiencing a critical severity issue. Phone support is the only medium where 24x7x365 support is offered and ensures expedited troubleshooting.
Initial Response Time: 2 business hours
Duo is experiencing a partial outage and portions of the service are not working as intended. As a result, users within your organization may be unable to complete authentication or otherwise access Duo-protected applications.
The use of a procedural workaround is not available to continue your normal business operations.
Duo Care customers should call Duo Support directly if you believe you’re experiencing a high severity issue. Phone support is the only medium where 24x7x365 support is offered and ensures expedited troubleshooting.
Initial Response Time: 4 business hours
Medium-to-low business impact has occurred due to a mis-configuration or change in your 2FA environment and/or infrastructure.
Examples may include, but are not limited to: Administrators changing settings or policies in the Duo Admin Panel, firewall rule changes, user changes in primary authentication environment, etc.
Procedural workarounds may enable you to continue using Duo’s Services without significant impact.
Initial Response Time: 1 business day
Minimal-to-no business impact occurring as a result. This may include topics such as: requesting technical documentation, generalized questions, best practices, or inquiries involving new application setups.
| Severity | Initial Response Time | Definition |
|---|---|---|
| Critical | 1 business hour | Duo is experiencing a complete outage and no part of the service is working as intended. As a result, your business is unable to access certain applications protected by Duo. The use of a procedural workaround is not available to continue your normal business operations. Note: New Duo application setups are considered low severity issues and cannot be troubleshot after-hours. All Paying & Duo Care Customers should call Duo Support directly if you believe you’re experiencing a critical severity issue. Phone support is the only medium where 24x7x365 support is offered and ensures expedited troubleshooting. |
| High | 2 business hours | Duo is experiencing a partial outage and portions of the service are not working as intended. As a result, users within your organization may be unable to complete authentication or otherwise access Duo-protected applications. The use of a procedural workaround is not available to continue your normal business operations. Duo Care customers should call Duo Support directly if you believe you’re experiencing a high severity issue. Phone support is the only medium where 24x7x365 support is offered and ensures expedited troubleshooting. |
| Medium | 4 business hours | Medium-to-low business impact has occurred due to a mis-configuration or change in your 2FA environment and/or infrastructure. Examples may include, but are not limited to: Administrators changing settings or policies in the Duo Admin Panel, firewall rule changes, user changes in primary authentication environment, etc. Procedural workarounds may enable you to continue using Duo’s Services without significant impact. |
| Low | 1 business day | Minimal-to-no business impact occurring as a result. This may include topics such as: requesting technical documentation, generalized questions, best practices, or inquiries involving new application setups. |
Our Support Portal is available to all paying customers via the left sidebar of the Admin Panel. Use the portal to securely transmit attachments, view your current and previous cases, and leave feedback on issues we've solved! You can also drop us a line at support@duosecurity.com to start a new case.
If you're looking for more immediate or emergency assistance, you can also call us. Find your country's phone number.
Plus, you can monitor our system status at https://status.duo.com.
In order to provide you with 24x7x365 coverage, Duo Security requests that you identify a dedicated point of contact who will be available until the issue is resolved.
Duo Security requires that only administrators listed in the Duo Admin Panel contact Duo Support. For security purposes, we will be unable to work with non-admins or individuals residing outside of your organization without a Duo Administrator listed on that account present.
If resolution requires any specific personnel from your organization (i.e network engineers), please have them available to troubleshoot critical severity issues when contacting Duo.
Our support team breaks for general inquiries on major U.S. holidays. We do remain available 24x7x365 to our Duo MFA, Duo Access, Duo Beyond or DuoCare customers experiencing Critical Severity issues by telephone.
| US Holidays | UK Holidays | AU Holidays |
|---|---|---|
| New Years Day — January 1, 2020 | New Year's Day — 1 January 2020 | New Year's Day — 1 January 2020 |
| Martin Luther King, Jr. Day — January 20, 2020 | Good Friday — 10 April 2020 | Australia Day — 27 January 2020 |
| Memorial Day — May 25, 2020 | Easter Monday — 13 April 2020 | Good Friday — 10 April 2020 |
| Independence Day (observed) — July 3, 2020 | Early May Bank Holiday — 8 May 2020 | Easter Monday — 13 April 2020 |
| Labor Day — September 7, 2020 | Spring Bank Holiday — 25 May 2020 | Queen's Birthday — 6 June 2020 |
| Veterans Day — November 11, 2020 | Summer Bank Holiday — 31 August 2020 | Labour Day — 5 October 2020 |
| Thanksgiving — November 26, 2020 | Christmas Day — 25 December 2020 | Christmas Day — 25 December 2020 |
| Day after Thanksgiving — November 27, 2020 | Boxing Day (substitute) — 28 December 2020 | Boxing Day (substitute) — 28 December 2020 |
| Christmas Day — December 25, 2020 | New Year's Day — 1 January 2021 | New Year's Day — 1 January 2021 |
| Day after Christmas (substitute) — December 28, 2020 | ||
| New Year's Day — January 1, 2021 |
United States
+1 (866) 760-4247
United Kingdom
+44 8003 585 315
Denmark
+45 8082 0216
Belgium
+32 8 002 67 84
France
+33 805 08 43 26
Germany
+49 8007 234790
Netherlands
+31 8000 223681
Spain
+34 90 083 90 77
Norway
+47 800 24 869
Australia
+61 (1300) 257424
Duo support is available during business hours, 9:00am-6:00pm local time, Mon-Fri. We offer 24x7x365 assistance for Duo MFA, Duo Access, & Duo Beyond customers experiencing Critical Severity issues.
Critical Severity: 1 hour Halts your business operations and no procedural workaround exists. Duo MFA/Duo Access/Duo Beyond customers, please call US (1.866.760.4247) or UK (0800 358 5315 ) to report these issues. Please note that new Duo deployments do not constitute critical severity issues.
High Severity: 2 business hours High impact to portions of your business operations and no procedural workaround exists.
Medium Severity: 4 business hours Medium-to-low impact on your business, but your business continues to function (including the use of a procedural workaround).
Low Severity: 1 business day Low-to-no impact on your business or the performance/functionality of the service.
Our support team breaks for general inquiries on major U.S. holidays. We do remain available 24x7x365 to our Duo MFA, Duo Access, Duo Beyond or DuoCare customers experiencing Critical Severity issues by telephone.
| US Holidays | |
| Christmas Day | December 25, 2018 |
| New Year's Day | January 1, 2019 |
| Martin Luther King Jr. Day | January 21, 2019 |
| Memorial Day | May 27, 2019 |
| Independence Day | July 4, 2019 |
| Labor Day | September 2, 2019 |
| Veterans Day | November 11, 2019 |
| Thanksgiving Day | November 28, 2019 |
| Day after Thanksgiving | November 29, 2019 |
| Christmas Day | December 25, 2019 |
| Day after Christmas | December 26, 2019 |
| New Year's Eve | December 31, 2019 |
| UK Holidays | |
| Christmas Day | 25 December 2018 |
| Boxing Day | 26 December 2018 |
| New Year's Day | 1 January 2019 |
| Good Friday | 19 April 2019 |
| Easter Monday | 22 April 2019 |
| Early May Bank Holiday | 6 May 2019 |
| Spring Bank Holiday | 27 May 2019 |
| Summer Bank Holiday | 26 August 2019 |
| Day Before Christmas | 24 December 2019 |
| Christmas Day | 25 December 2019 |
| Boxing Day | 26 December 2019 |
| New Year's Eve | 31 December 2019 |
Find more helpful videos in our technical set-up archive.