How to Contact Support

The following is information related to contacting support.

Note

Support is available in the following languages:

  • English
  • Portuguese
  • Spanish

Support Hours (Web Form/Phone/Live Chat)

Support is available through the web form, phone, and live chat Monday through Friday from 12:00 AM to 6:00 PM PST, with the following exceptions:

  • Phone support and live chat is not available on Wednesdays from 9:00 AM to 10:00 AM PST (GMT-7). For more information, see Team Meetings and Events.
  • Portuguese Support is available from 9:00 AM to 12:00 PM, and 1:00 PM to 6:00 PM BST (GMT-3)
  • Spanish Support is available from 9:00 AM to 12:00 PM, and 1:00 PM to 6:00 PM BST (GMT-3)

Team Meetings and Events

In addition to the weekly support team meeting on Wednesdays from 9:00 AM to 10:00 AM PST, we have monthly all-hands meetings and bi-weekly customer success meetings. Occasionally, there are ad-hoc meetings which include the support team. During these periods, live chat and phone support will not be available.

Scope of Support

Duda’s support team will do everything we can to help our customers within reason. Our support team will provide full support of the Duda platform including:

  • How to use the Duda Responsive Website Editor.
  • Troubleshooting guidance on using any of the Duda-developed features.
  • Escalations of bug reports.
  • Guidance on new product releases and updates.
  • Intake of feature request recommendations.
  • Questions about white label and team collaboration features.
  • Questions related to the Duda API and developer documentation.
  • Account and billing information, as well as site transfer requests.
  • Questions related to data, security, and privacy protection.

While we will do our best to help where we can, the following is outside the scope of Duda Support:

  • Strategic business advice
  • Design advice
  • Legal advice
  • Customer referrals
  • Custom code support
  • Support for custom (non-Duda developed) integrations
  • Support for custom built API workflows

DudaMobile is no longer supported by Duda Support, but customers can ask questions on our DudaMobile customer forum.

How to Contact Support

To contact support:

  1. From within the product, in the top navigation bar, on the right side, click Help, and then click Contact Support.
  2. From the support portal, in the lower right corner, click the Help button.
  3. Type a question or click Get in touch. Click from the relevant options:
    • Live chat
    • Request a callback
    • Leave a message
      contact_support.png

How to Submit a Web Ticket

To submit a web ticket to the support team:

  1. From the support portal, in the lower right corner, click the Help button.
  2. Type a question to find relevant information, and click Get in touch.
  3. Click Leave a message.
  4. Type your Duda account email address associated with the parent account to get the fastest service.
  5. Select a category from the drop-down for what kind of issue you are having. This helps us resolve your issue more quickly by routing you to the appropriate person.
  6. Type a subject and description of the issue.
  7. Select the business impact of your issue from the following options:
    • Urgent. Product is completely unusable.
    • High. Problem cannot be worked around.
    • Normal. Disruptive issue, but I can work around it.
    • Low. I have a question about how something works.
  8. Type your first and last name, and attach any relevant screenshots (up to 5).

View Existing Tickets

To view your existing support tickets:

  1. Go to the Support Portal and log in with your Duda credentials.
  2. In the top right corner, click your name, and then click My Activities.
    Your requests, as well as requests you are cc’d on, display.

Access Live Chat

team_plan_icon.png Available on Team+ plans

To use live chat to contact support:

  1. Go to the Support Portal, and log in with your Duda credentials.
  2. In the bottom right corner, click the Help button, and then click Get in touch.
  3. Click Live Chat.
  4. Select your language, when available. For more information, see Support Hours (Web Form/Phone/Live Chat).

Access Phone Support

team_plan_icon.png Available on Team+ plans

To access phone support and request a callback:

  1. Go to the Support Portal, and log in with your Duda credentials.
  2. In the bottom right corner, click the Help button, and then click Get in touch.
  3. Click Request a callback. You have the following options:
    • Call the provided phone number.
      • IVR will offer you to be routed to support in other languages
    • Type your phone number, name, and description for a callback request, and click Send.

Which Channel Should I Use?

Use the Web Form for:

  • Billing questions which require sensitive information or proof of ownership.
  • Complex troubleshooting questions which require deeper investigation.
  • Bug reports and feature requests.
  • Requests that will require more than 30 minutes to resolve.

Use the Live Chat for:

  • General ‘How-To’ questions.
  • Account related questions.
  • Chats that last more than 30 minutes should be moved to a web ticket requiring follow up.

Use a Phone call or callback request for:

  • Urgent troubleshooting requests or reported outages.
  • Calls that last more than 30 minutes should be moved to a web ticket requiring follow up.

Expected Response Times

While we try hard to help our customers as quickly as possible, there are times where circumstances outside of our control, as well as ticket volume peaks, can slow down responses. Generally speaking, it is our goal to respond to customers within this time frame:

  • Web Form. <1 business day
  • Live Chat. <15min
  • Phone. <5min

Priority Support

Agency and Enterprise plans receive priority support with faster response times. If you are on an Agency or Enterprise plan, login with your highest level Duda credentials and we automatically authenticate you to see what level of support you are entitled to.

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