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!

Enjoy the questions and answers – as always, please feel free to head over to the DocuSign forums to ask us your questions about electronic signatures, share your expertise developed from your early adoption of electronic signatures, and give us feedback on what features you’d like to see in future releases!

Q: Is there any way for signers to be able to read rather than jump to next tab, during the online contract execution process?

A: Signers can use the navigation bar to scroll through the document at their leisure. The signer can also print or download the document. Another option for signers is clicking on the “printable version” button near the top of the screen once they are viewing the electronic document. A menu will pop up and the signer can select the ‘envelope PDF’ and either save the PDF to their computer or print out a copy.

Q: I got an email saying that my document had been signed… how do I get the copy?

A: Once the document is uploaded, tagged and sent, it stays on the website. The client(s) get a notification to sign, and then you get a notification that electronic contract execution process was completed. No actual documents are ever transferred back and forth because emailing sensitive documents as email attachments is against many state and federal laws. “Solutions” that actually email documents back to signers after they have been signed create some potentially serious legal issues for the users.

Also, you can check the status or retrieve your documents any time by logging into your DocuSign account, going to your Sent Items folder, and selecting the envelope.

Q: I have opened a document that was signed by DocuSign and it says “problems with one or more signatures”. How can I correct this?

A: There is nothing wrong with the DocuSign signatures on the document. The message you’ve encountered is usually caused by Adobe Acrobat not automatically trusting the VeriSign PKI Certificate (digital signature) on your DocuSign document. This is fairly easy to remedy. Follow the steps below:

*Adobe Acrobat 9

- Log-in to DocuSign
- Open up the DocuSign Envelope and double-click to open.
- Click on PRINTABLE VERSION in the upper right.
- Adobe Acrobat will launch in a new window with your file displayed in PDF format.
- Click on “Signature Panel Button” (upper right) and the signature panel opens to the left
- Right click on “Rev.1: Signed by DocuSign, Inc.”
- Click on “Show Signature Properties”
- Click “Show Certificate button” (under the summary tab) – the Certificate Viewer opens
- Click “Trust” tab.
- Click “Add to Trusted Identities”
- Adobe Security window opens, click “OK”
- Click OK again until you exit from the all the dialogue boxes.

Next time you open up a PDF, the DocuSign Signature should be valid (trusted). Find more information from Adobe about digital signatures, changes and improvements.

Come to the DocuSign Forum and join the discussions about electronic signatures and electronic contract execution.