Hi @mordraga,
We appreciate your feedback and your patience as we work diligently to improve your experience with Duo Support. Over the course of the pandemic, demand has outpaced our hiring. We’ve worked to correct that over the last 6 months, and we are trending in a positive direction as we continue to bring on new team members. We’re also working with our partners in Sales, Product, Engineering, and more on a few key projects to help reduce our response times, improve our prioritization, and build new tooling. The additional hiring will help with real-time support on phones (our phone wait time is still longer than we’d like to see).
If you haven’t signed up for Level-Up (levelup.duo.com), it contains essential information for any Admin, Helpdesk, or new customers to be successful.
We have a curated library answering the most common questions Duo administrators have in our KB (help.duo.com), technical setup videos which will walk an administrator through deploying our product, and documentation (duo.com/docs), which contain in-depth knowledge for the most common customer needs.
We hope that this information is helpful.
