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Whether you’re part of a small business or a major brand, Duo prides itself on fostering an amazing support experience centered on resolving issues quickly and effectively, getting you back to the business of your business. However, some customer needs, like specific SLA requirements and advanced deployments, benefit from an extra boost.

That’s where Duo Care comes in. This premium package for customer success empowers you with extended coverage and a team of Duo experts dedicated to consulting you at every step.

To get you started, a Customer Success Manager is your strategic point of contact, advising in areas like administrator training, developing security policy and user enrollment plans and delivering a customer launch kit. They work in tandem with a Customer Solutions Engineer, your technical expert in offering consulting, architectural strategies and best practices as you roll out the initial deployment.

After deployment, the Customer Solutions Engineer is your contact person for all things technical, while the Customer Success Manager runs point on product updates, project requests and future planning.

Let’s Get It Started

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

Roll With It

Change happens. IT infrastructures evolve. We get it, and we’ll support you through the long haul. Your Duo Care team will not only address your needs as they change, but also keep you up to date on Duo’s latest features, so you can make the most of your subscription.

We’ve Got What It Takes

Our Customer Success Managers and Customer Solution Engineers are industry experts who are experienced in working with companies just like yours and personally invested in helping you thrive. They know how to make your deployment successful and will recommend best practices tailored to your needs and goals.

Rest Easy

Your dedicated Customer Success team is well-versed in your environment and will address your requests with speed and precision. Combined with the extended support coverage of Duo Care, you can have confidence in your Duo deployment experience, no matter how large or complex.

Standard Duo Support vs. Duo Care

To identify which package is right for you, see how Duo Care compares with our industry-leading standard support:

Offering Standard Duo Care
Support
Phone* 24 x 7 for Severity 1
9 x 5 for Severity 2-4
24 x 7 for Severity 1-2
12 x 5 for Severity 3-4
Online Chat 9 x 5 12 x 5
Email unlimited unlimited
Online Resources
How-To Integration Guides
Online Community Forum
Support Ticket Portal
Real-Time System Status
Success
Monthly Newsletter
Dedicated Customer Success Manager  
Security Policy Planning  
User Enrollment Planning  
Training and Education  
Customized Launch Kit  
Change Management  
Business Reviews  
Dedicated Customer Solutions Engineer  
Solution Architecture Design  
Best Practices  
Technical Consulting  
Beta Programs  

*see below for response time SLAs

Download our Duo Care datasheet.

Duo Support Team

Get full coverage from Duo via several channels, 24/7 technical support and 12/5 online chat support, to quickly remediate high-severity issues.

With Duo Care, 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 response times:

Standard

Critical Severity: 1 Anytime hour Halts your business operations and no procedural workaround exists.

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.

Duo Care

Critical Severity: 1 Anytime hour Halts your business operations and no procedural workaround exists.

High Severity: 1 Anytime hour High impact to portions of your business operations and no procedural workaround exists.

Medium Severity: 2 Business Hours Medium-to-low impact on your business, but your business continues to function (including the use of a procedural workaround).

Low Severity: 4 Business Hours Low-to-no impact on your business or the performance/functionality of the service.

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.