Introducing the next era of Duende IdentityServer.
Every Duende license includes support from the engineers who built IdentityServer. Whether you need community guidance, priority access, or a dedicated Technical Account Manager (TAM) — we have you covered.
Every Duende license includes support. The level depends on your plan.
Get help from fellow developers and Duende team members through our public GitHub discussion forum. No SLA, but an active and knowledgeable resource for troubleshooting and knowledge sharing.
Dedicated email channel with 2 business day SLA. Includes escalation calls — focused video pairing sessions where our team works alongside yours to diagnose complex product issues.
1 business day SLA with a named Technical Account Manager who develops deep familiarity with your implementation. Proactive check-ins, priority escalation, and security notification service included.
Every license includes support. Higher plans unlock faster response times, dedicated contacts, and proactive engagement.
Community
Public forum
Priority
2 business day SLA
Priority
2 business day SLA
Premium
1 business day SLA
Support Channel
How you reach the Duende support team for product questions.
Public GitHub forum
Dedicated email
Dedicated email
Dedicated email + TAM
Response SLA
Guaranteed maximum time for initial response, measured in US business days.
No SLA
2 business days
2 business days
1 business day
Escalation Calls
Focused video pairing sessions with our engineering team to diagnose and resolve complex product issues.
2 per year
4 per year
4 per year (priority)
Feature Requests
How you can submit feature requests and influence the product roadmap.
Public forum
Email channel
Email channel
Via TAM
Dedicated Technical Account Manager (TAM)
A named point of contact who develops deep familiarity with your implementation, architecture, and business needs.
Proactive Check-ins
Your TAM periodically reviews upcoming releases, flags breaking changes relevant to your configuration, and ensures you're positioned to take advantage of new capabilities.
Security Notification Service
Early notification of security issues relevant to your configuration, before public disclosure.
Open-source Package Support
Support coverage for Duende open-source packages including IdentityModel and Access Token Management.
Community
Priority
Priority
Premium
Support Channel
How you reach the Duende support team for product questions.
Public GitHub forum
Dedicated email
Dedicated email
Dedicated email + TAM
Response SLA
Guaranteed maximum time for initial response, measured in US business days.
No SLA
2 business days
2 business days
1 business day
Escalation Calls
Focused video pairing sessions with our engineering team to diagnose and resolve complex product issues.
2 per year
4 per year
4 per year (priority)
Feature Requests
How you can submit feature requests and influence the product roadmap.
Public forum
Email channel
Email channel
Via TAM
Dedicated Technical Account Manager (TAM)
A named point of contact who develops deep familiarity with your implementation, architecture, and business needs.
Proactive Check-ins
Your TAM periodically reviews upcoming releases, flags breaking changes relevant to your configuration, and ensures you're positioned to take advantage of new capabilities.
Security Notification Service
Early notification of security issues relevant to your configuration, before public disclosure.
Open-source Package Support
Support coverage for Duende open-source packages including IdentityModel and Access Token Management.
Our support engineers answer your support questions directly. Here are some examples of the type of support topics we handle.
Configuration & Setup
Setup and configuration of Duende IdentityServer, BFF Security Framework, and related packages across all supported .NET platforms.
Troubleshooting
Whether something is a bug, a misconfiguration, or working as designed — we'll help you find the answer.
Feature & API Guidance
How to use IProfileService, configure PAR, set up server-side sessions, enable DPoP, and more.
Upgrades & Migrations
Moving from IdentityServer4 to Duende IdentityServer, upgrading between major versions, or migrating to new .NET platforms.
Docs Clarification
When documentation isn't clear or seems incomplete, we'll clarify and update it.
Protocol Questions
Questions like "Why isn't my refresh token rotation working?" or "How do I enable DPoP?" — we've got you.
Architectural design, custom code implementation, solution review, and debugging custom extensions are consulting work. Questions like "Can you review our authentication architecture?" or "What's the best way to structure our multi-tenant identity system?" require a consulting engagement.
Our partners know Duende products deeply. They can dig into your codebase, review your architecture, and give you specific answers that product support can't. Whether you're building multi-tenant identity, integrating SAML federations, or designing token architectures — they've done it before.
Product support covers configuration and setup of Duende IdentityServer and BFF, troubleshooting product behavior, feature and API guidance, documentation clarification, upgrades and migrations (including from IdentityServer4), and protocol questions related to product features. If your question starts with "How do I configure..." or "Is this behavior expected when I...", you're in product support territory. See our documentation for self-service answers.
Architectural design, custom code implementation, solution reviews, and debugging custom grant validators or extensions are consulting work — not product support. Questions like "Can you review our authentication architecture?" or "What's the best way to structure our multi-tenant identity system?" require a consulting engagement. Our certified partners specialize in exactly this kind of work.
Community support has no SLA. Priority Support (Standard and Advanced licenses) guarantees a 2 business day response via dedicated email. Premium Support (Custom license) guarantees a 1 business day response with a dedicated Technical Account Manager. Response times are measured against standard US business days.
Escalation calls are focused video pairing sessions where our engineering team works alongside yours to diagnose and resolve complex product issues. Standard licenses include 2 per year, Advanced and Premium include 4 per year. These are development-focused sessions, not ongoing operational support or on-call coverage.
Security issues and bugs should be reported privately via our contact form. You should receive a response within two business days. Please do not report security vulnerabilities through public GitHub issues.
Be specific: include the product version, expected behavior, and observed behavior with stack traces and config snippets. Isolate the problem in a minimal reproduction project when possible. Check the docs and community forum first — many common questions are already answered there.
Can't find what you're looking for?
Check your plan and response times, or explore our documentation
