ESIGN Support Options

We've rolled out many new changes since the start of 2010, including the release of Version 10.1, the exclusive DocuSign REALTOR® Edition, and a new phone system. If you subscribe to DocuSign's electronic signature service, you get access to new features every time we do a new release - this means you can always use the newest features and have access to the latest innovations in electronic signature technology.

Where do we get our feature ideas? We often solicit feedback from you, our users, about new feature ideas. You can follow @DocuSign on Twitter or become a fan on the DocuSign Facebook Page for announcements when we look for user feedback. We've even hosted focus groups such as the Mix and Mingle at the Keller Williams Family Reunion, to determine what features and functionality you, our users, deem most important so we can prioritize them on the product roadmap.

DocuSign is committed to providing industry-leading electronic signature solutions to real estate professionals as the exclusive and official ESIGN provider through the NAR Member Benefits® program. Our commitment is such that we just released the exclusive DocuSign REALTOR® Edition along with a real estate-specific electronic signature service because we understand that you have unique business needs, different from those needs of our other customers, and we want to accommodate your business needs.

ESIGN Support

When you purchase DocuSign, adding phone support is always an option. This is not new. When you sign up for DocuSign, we offer phone support as a premium option. Instead of charging everyone for phone support, we've chosen to charge only those who use phone support. This enables us to keep our prices down and offer the robust features and plans that we do.

If you want to upgrade your account and add phone support, you can contact support (service@docusign.com) with your preferred contact information (phone, email, etc.) and let them know that you want to add phone support, so they can work with you to help you choose the DocuSign plan with phone support that best fits your business needs.

However, our commitment to customer service means that support is NOT a premium option. We have many FREE support options.

Free ESIGN Support Options

Email (service@docusign.com) has a service level agreement of two hours during support hours. Because I work remotely, I often email support with questions and receive a response almost instantaneously, so it's possible to get almost real time response. Emailing support means that you can also send them screen shots of what you're seeing on your screen, so they can see what the issue is and can help you effectively.

Instant Messenger enables you to copy and paste any messages that trigger the question you want to ask support. It also provides you the benefit of real time conversation, similar to what you'd experience on the phone. With the ability of our support personnel to read your messages and gain an understanding of your issue, they can effectively help you.

Forums are great for questions and feedback you have for our engineers, product managers, and professional services folks that aren't time sensitive. You can see if someone has already had a similar issue or question or ask and someone from the technical side of the house will respond.

DocuSign's YouTube Channel provides informational how-to videos that walk you through the various standard and premium features of DocuSign. We're continually adding new videos and if you don't see one that you want, let us know! We'll add it to our editorial calendar.

Weekly Free Webinar eSign Trainings that you can sign up for and attend from the comfort of your home or office enable you to learn how to use DocuSign's eSignature services.

DocuSign's eSignature Blog provides how-to's, tips and tricks, product announcements, in-person events, industry news and more. We continually seek to share information about what we're working on and how you can leverage eSignature to close deals faster, increase your customers' satisfaction, and save time.

Sender FAQ and Signer FAQ provide the answers to the most common questions from senders and signers, since we know they'll have different questions. We also offer sender demos,signer demos, sender user guides & documentation, signer documentation and other resources on the DocuSign web site.

Additionally, we do not charge for signers who call support - we understand that signers are using DocuSign because senders have requested that they sign documents using DocuSign. Please do leave comments with your questions, concerns and thoughts as we'd like to work with you to help you understand how customer support works at DocuSign!