Get next-level support for Duo
Software Support Services (SWSS) Enhanced for Duo ensures you’re getting more from Duo – for the entire length of your contract.
What is SWSS Enhanced for Duo?
SWSS Enhanced for Duo simplifies your setup by connecting you with a team of experts to get you up and running seamlessly. It’s one of four available support tiers designed to assist with smooth implementation, overcome obstacles, and ensure you feel confident throughout your use of Duo.
Advantages of SWSS Enhanced for Duo include:
Accelerated deployment with expert advice from Cisco Duo's Customer Success team
Access to best practices and digital guidance throughout your relationship with Cisco Duo
24/7 support 365 days a year, excluding posted holidays, with a higher case priority
What’s included in SWSS Enhanced for Duo?
Trusted advisors for effective implementation
Get expert onboarding assistance and guidance to help deploy your Duo product faster and more efficiently
Enhanced technical expertise for success
24/7 phone availability and a higher ticket priority
Driving user engagement
We provide digital adoption guidance to help you focus on active use of the Duo product
The right support for you
Every Enhanced support customer also receives:
A virtual kickoff meeting and 100% virtual engagement
Troubleshooting and root cause analysis on every case
Access to strategy and planning guidance for application rollout, security policy, technical configuration, and long-term success
How can SWSS Enhanced for Duo help me?
Emphasize enrollment and policy
Cisco Duo’s Customer Success team will help you achieve your goals by focusing on user enrollment and security policy guidance throughout your implementation journey.
Overcome hurdles
Our team is focused on ensuring the success of your deployment, guiding you through a seamless rollout and preventing common pitfalls in adoption, implementation, and technical environment risk reduction.
Move forward with confidence
After deployment, continue to access digital adoption guidance, security policy best practices, and Ask-the-Expert webinars. Receive a yearly health check to ensure your business maintains a strong security posture throughout your relationship with Cisco Duo.
Support tiers available for Duo subscriptions
Duo provides four kinds of paid support options, providing you with the opportunity to choose the best fit for your organization. Here’s a breakdown of the tiers you can choose from:
Duo Quick Start
Duo Quick Start is a great fit for customers who are new to Duo and are ready to focus on deployment on a small-to-moderate scale.
Quick Start works best if your organization:
Seeks to protect 1 to 3 applications
Has a user population between 500 and 1,500
Has a start-to-finish deployment timeline of under 60 days
Plans to deploy features such as MFA, Duo Push, device trust, adaptive authentication, and single sign-on (SSO)
Solution Support for Duo
Solution Support for Duo is a great option for customers who are already tech-savvy and only need troubleshooting support.
Solution Support for Duo might be for you if you are looking for:
24/7 access to the Duo technical support hotline
Best-in-class troubleshooting support from Duo experts
Accelerated ticket response times
SWSS Enhanced for Duo
SWSS Enhanced for Duo is for customers who need additional support to onboard and implement their product but feel equipped to be self-sufficient using Cisco best practices.
SWSS Enhanced could be right for you if your organization:
Has 3 or more applications and 1,500 or more users to protect
Needs 24/7 access to the Duo technical support hotline
Is looking for added guidance and support for initial product onboarding and implementation
Is focused on driving full adoption of the product
SWSS Premium for Duo
SWSS Premium for Duo, branded as Duo Care, offers premium support for customers looking for a longer-term trusted advisor or phased deployments over a timeline beyond 60 days.
Duo Care is the right choice if your organization:
Seeks to protect more than 3 applications
Has over 2,000 users
Has complex IT environments and/or large, diverse user populations
Needs extended support hours and/or access to a VIP support line