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Duo Care Premium Support

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You want to focus on your business. Whether you’re part of a small startup or a major enterprise brand, you strive for success. From deployment onward our Duo Care Premium Support package will ensure you're achieving the outcomes that matter most to you. Our Duo Care program will partner you with a team of Duo experts to guide you through the life of your subscription to ensure that you are maximizing the value of your Duo investment as your organization and business needs evolves. Duo Care also provides extended support services to ensure you get the support you need when you need it most.

Expertise Tailored to Your Needs

We understand your business and align Duo’s capabilities to your unique needs and business initiatives. As your trusted advisors, we’ll bring our security expertise to help you plan for success and proactively find ways to add incremental business value. We’ll help you overcome the challenges of advanced deployments, complex IT environments, and limited resources while ensuring speed to security. You’ll get deployment and strategic planning, periodic business reviews, health check-ups, insight into Duo’s product roadmap and more.

Duo’s One-Two Punch

With Duo Care Premium Support, a Customer Success Manager will serve as your strategic point of contact; a trusted advisor in areas like administrator training, security policy development, user enrollment plans, product updates, project requests and future planning.

Your Customer Success Manager works in tandem with a Customer Solutions Engineer, a technical expert who offers consulting, architectural strategies and best practices as you roll out the initial deployment or expand the number of applications protected by Duo. Consider them a one-two punch of Duo expertise and an extension of your team.

Smooth Deployments

Your dedicated Customer Success team equips you with the tools you’ll need to roll out your Duo deployment, providing you with a customized launch kit, security policy recommendations and user enrollment planning, plus training and education.

Support for the Future

Change happens. IT infrastructures evolve. We’ll support you through the long haul. Your Duo Care team addresses your needs as they change, and keeps you up to date on Duo’s latest features, so you can make the most of your investment in Duo.

Investment Protection

Your dedicated Customer Success team is well-versed in your specific environment and addresses your requests with speed and precision. Combined with the extended coverage of Duo Care Premium Support, you’ll maximize your investment in Duo – from speed to security to complete coverage of your applications.

Typical CSM/CSE activities:

User Enrollment Strategy & Planning
Application Rollout Planning
Security Policy Planning
Consult on Solution Architecture
Helpdesk Enablement
Technical Deployment Planning
End User Communication Planning
Technical Integration Consultation
Serve as a Strategic Advisor
Deliver Periodic Business Reviews
Product Roadmap Reviews
Priority Access to Betas
Best Practice Sharing

What is not included:

“Hands-on keyboard” (professional services)

Extended Support Coverage

Get full coverage from Duo through extended support hours to quickly remediate any issues. Reach us in the way that is most convenient for you – phone, chat or email. Duo Care Premium Support reduces maximum allowed downtime by half with a higher and improved uptime SLA of 99.95%. With Duo Care Premium Support, you can report a high or critical severity issue anytime and expect a Technical Support Engineer to respond within the hour.

Compare our standard support to Duo Care Premium Support:

Support Services Standard Support Duo Care
Premium Support
How-To Integration Guides
Online Community Forum
Support Ticket Portal
Real-Time System Status
Uptime SLA 99.90% 99.95%
VIP Support Line
Hours of Operation 9 x 5 18 x 5
Response Time (during business hours)
Phone Real Time
(1 Bus. Hour Max)
Real Time
(1 Bus. Hour Max)
Online Chat Real Time
(1 Bus. Hour Max)
Real Time
(1 Bus. Hour Max)
Email
Severity 1 1 Business Hour 1 Business Hour
Severity 2 2 Business Hour 1 Business Hour
Severity 3 4 Business Hour 4 Business Hour
Severity 4 1 Business Day 1 Business Day
After Hours Phone
Severity 1 1 Hour Max 1 Hour Max
Severity 2 n/a 1 Hour Max
Severity 3 n/a n/a
Severity 4 n/a n/a


Severity 1 (Critical):
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.

Severity 2 (High):
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.

Severity 3 (Medium):
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.

Severity 4 (Low):
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.

How Can I Get Duo Care?

Contact your Duo sales representative for more information on how you can take advantage of Duo Care’s premium support features.