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    Yubico Support Services

    Expert support to help ensure your success

    Your success is our priority

    Our team of experts offers Priority Support, with knowledge and experience gained from hundreds of implementations, to ensure help is available when you need it.

    24x7x365 Global Support
    Priority Problem Handling
    Yubico Product Support
    Dedicated Support Channel
    Ticket Visibility

    Yubico Support Services Overview

    Yubico offers a Priority Support option for clients as well as valuable add-ons. Priority Support includes 24×7 problem reporting and priority problem resolution for named Yubico products.

    Priority Support

    Priority Support Desk

    • 24×7 global support
    • Priority problem resolution
    • Defined severity levels and response times
    • Support ticket visibility
    • Assistance with a comprehensive range of YubiKeys

    Features

    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 Priority Support (can not be purchased stand-alone)
    Download datasheet

    Yubico Support Services details

    Support Services SLAs

    SEVERITY 4SEVERITY 3SEVERITY 2SEVERITY 1
    Support Available
    		Business Hours 5am-5pmBusiness Hours 5am-5pm24/7
    365 days/year    		24/7
    365 days/year
    Initial Response Time – Acknowledgement of
    the issue reported    		2 Business Days1 Business Day2 hours15 minutes
    Support Request
    Update Frequency    		N/A4 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/AProvided 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.

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