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Credit-backed
Publishes an SLA backed by flat-rate service credits: 99.99% uptime.
Source: official SLA ↗ · checked 2026-06-24 · View as JSON
99.99%
Uptime
15 days
Max credit
30d
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Support ticket · duo.com/support
Deadline
30 days of incident
Credit applied
Applied as days of service extension (annual) or monetary credit (monthly billing)
Required evidence: Written notification of downtime occurrence, Dates and times of unavailability
Common exclusions
Scheduled maintenance
Force majeure events
Customer-caused issues
Errors caused by Customer's network or third-party services
Support tiers complementary, not the SLA
Standard
SLA-eligible
Per-user subscription · Business hours
Premier
SLA-eligible
Custom · 24/7
Per-service SLAs · 1
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Duo MFA and Access Management
Multi-factor authentication and zero-trust access platform
Security & Identity
99.99%
covered
Notes — Duo Security (a Cisco subsidiary) upgraded its uptime commitment to 99.99% in January 2026. Credits are denominated in days of service (up to 15 days/month) rather than a percentage of fees — monthly billing customers receive an equivalent monetary credit. A termination right arises if the maximum credit is earned in three consecutive months. Claims must be filed within 30 days of the incident.
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