The following is information related to contacting support.
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)
We have expanded our support hours and availability for our Team and Agency plans to receive 24/5 support through email and live chat, Monday through Friday.
If you are interested in getting more support availability, you can upgrade to Enterprise and receive 24/7 live-agent chat support.
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:
- If you are in the product, in the top navigation bar, click Help, and then click Contact Support.
- If you are in the support portal, in the lower right corner, click Help.
- Type a question or type
Contact support. Select from the relevant options:- Chat
- Phone
How to Submit a Web Ticket
To submit a web ticket to the Support team:
- From the support portal, in the lower right corner, click Help.
- Type
Contact support. - Select Email.
- Type your name and email address.
- 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.
- Type a description of your issue. Include the site alias or URL, and any steps needed to reproduce the issue.
- Attach any relevant screenshots (up to 10 MB).
Once your ticket is submitted, you will receive a ticket ID and a time frame for when to expect a response from our Support team.
View Existing Tickets
To view your existing support tickets:
- Go to the Support Portal and log in with your Duda credentials.
- 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
Available on Team plan and higher
To use live chat to contact support:
- Go to the Support portal, and log in with your Duda credentials.
- In the bottom right corner, click Help, and then type
Contact support. - Select Chat.
Once an agent is available, your chat will begin.
Access Phone Support
Available on Team plan and higher
To access phone support and request a callback:
- Go to the Support portal, and log in with your Duda credentials.
- In the bottom right corner, click Help, and then type
Contact support. - Select Phone.
- Type your phone number.
After typing your phone number, you are entered into the phone queue. An agent will call you as soon as they are available.
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 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, log in with your highest level Duda credentials and we automatically authenticate you to see what level of support you are entitled to.