Yubico Support Services
Expert support and integration services to ensure your success is a top priority
Yubico is leading the charge toward a more secure and frictionless authentication future
Our team of experts brings deep industry knowledge and expertise developed over hundreds of customer implementations to get you up and running quickly and smoothly, and ensure help is available when you do need it.
24x7 global priority support desk for problem resolution
Technical deployment services
Technical integration services with third party systems
Support for YubiCloud hosted service
Yubico Support Services Overview
Yubico offers support services in four tiers, enabling customers to find the right offering for their unique needs. All tiers include 24x7 problem reporting for named Yubico products. Higher tiers offer increasing levels of technical integration services by providing additional allocation of services hours.
Service Features
- Priority Support Desk
- 24x7 global support
- Priority problem resolution
- Technical integration services
- Advisory and consultative assistance
- Integrate with third party platforms and solutions
- Virtual messaging + live remote sessions
- Choice of plans based on required services hours
Add-on Options
- Technical Integration Services Hours Bundles
- Available for purchase with Silver, Gold, and Platinum tiers
- Two bundle types available (virtual and remote live)
- Can be purchased after allotted hours utilized
- YubiCloud Support Services
- YubiCloud is a Yubico hosted validation service for use with YubiKeys and the Yubico OTP protocol.
- Additional SLAs and support services for YubiCloud
- Available as an add-on to any support tier (can not be purchased stand-alone)
Yubico Support Services Details
Support Services Tiers
| Bronze | Silver | Gold | Platinum | |
|---|---|---|---|---|
| 24x7 Support Desk | YubiKey, Security Key, YubiHSM, YubiHSM KSP, YubiKey Smart Card Minidriver, Yubico PIV Tool, YubiKey Manager, Yubico Authenticator | |||
| Integration Type | None | Basic | Intermediate | Advanced |
| Technical Integration Services Hours | None | 35 total: 30 virtual; 5 remote live hours |
55 total: 45 virtual, 10 remote live hours |
70 total: 55 virtual, 15 remote live hours |
| Hours Add-on |  |
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| YubiCloud Add-on | |
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Support Services SLAs
| Severity 4 | Severity 3 | Severity 2 | Severity 1 | |
|---|---|---|---|---|
| Support Available | Business Hours 5am-5pm | Business Hours 5am-5pm | 24/7 365 days/year |
24/7 365 days/year |
| Initial Response Time - Acknowledgement of the issue reported |
2 Business Days | 1 Business Day | 2 hours | 15 minutes |
| Support Request Update Frequency |
N/A | 4 Business Hours (updates during business hours) |
1 hour | |
| Availability of Service Target (YubiCloud Only) |
Proactive notification of scheduled maintenance/upgrades 99.9% - Not Including Maintenance/Upgrades | |||
| Incident Analysis Reporting to Support Customer (YubiCloud Only) |
N/A | Provided within 20 Business Days after issues resolution | ||
Business Days and Business Hours: are based on the Yubico entity that you are acquiring Support Services from. If Yubico, Inc., then Business Days and Business Hours are local to Palo Alto, California, U.S.A., if Yubico AB then local to Stockholm Sweden. Yubico, may, in its sole discretion, provide Support Services from its various worldwide office locations.
