DocuSign Support Plans

Standard Support
Plan

Included with
Subscription

24x7 System Availability Monitoring
Self Service Resources, including DocuSign Community Support Portal, Knowledge Base
24x7 Sender and Signer Live Chat Support
Online Case Submission and Management
Case Submission Response Time Target: < 24 Hours

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Plus Support
Plan

Call for pricing
1-877-720-2040

24x7 System Availability Monitoring
Self Service Resources, including DocuSign Community Support Portal, Knowledge Base
24x7 Sender and Signer Live Chat Support
Online Case Submission and Management
Case Submission Response Time Target: < 8 Hours
24x7 Live Phone Support
Escalated Support - Tier 2

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Premier Support
Plan

Call for pricing
1-877-720-2040

24x7 System Availability Monitoring
Self Service Resources, including DocuSign Community Support Portal, Knowledge Base
24x7 Sender and Signer Live Chat Support
Online Case Submission and Management
Case Submission Response Time Target: < 4 Hours
24x7 Live Phone Support
Escalated Support - Tier 2
DocuSign Demo/Sandbox Environment Access
DocuSign Integration Support (Connectors)
24x7 Global Emergency Support
Emergency Response Time Target (Severity 1): < 1 Hour

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Enterprise Premier
Support Plan

Call for pricing
1-877-720-2040

24x7 System Availability Monitoring
Self Service Resources, including DocuSign Community Support Portal, Knowledge Base
24x7 Sender and Signer Live Chat Support
Online Case Submission and Management
Case Submission Response Time Target: < 2 Hours
24x7 Live Phone Support
Escalated Support - Tier 2
DocuSign Demo/Sandbox Environment Access
DocuSign Integration Support (Connectors)
24x7 Global Emergency Support
Emergency Response Time Target (Severity 1): < 30 Minutes
Proactive Monitoring of Cases
Named Support Expert
Customer Success Architect Certification Course
Administrator Certification Class: 1 user

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All Features

FEATURES	STANDARD SUPPORT PLAN	PLUS SUPPORT PLAN	PREMIER SUPPORT PLAN	ENTERPRISE PREMIER SUPPORT PLAN
24x7 System Availability Monitoring
DocuSign Trust Site for real-time system status and notifications
Self-Service Resources including DocuSign Community, Support Portal, Knowledge Base, On-Demand Training
Search for answers and submit Support requests
Sender and Signer Live Chat Support
Chat Support for simple questions on signing, sending and account management
Online Case Submission and Management	< 24 hours	< 8 hours	< 4 hours	< 2 hours
Case Submission Response Time Targets vary between tiers
24x7 Live Phone Support
Talk to our DocuSign Support Team for technical DocuSign questions, billing inquiries and account support
Escalated Support (Tier 2)
Direct access to senior technical resource as part of standard support escalation process.
DocuSign Demo Sandbox
Test your current code against upcoming releases or add your new code to test prior to releasing into production
DocuSign Integration Support (APIs, Connectors)
Support for connections to complementary solutions such as Salesforce, Microsoft and Google.
24x7 Global Emergency Support			< 1 hour	30 minutes
Emergency Response Time Target (Severity 1)
Proactive Monitoring of Cases
Ongoing tracking and review of cases opened to identify trends, possible issues, or opportunities for improved use of DocuSign
Customer Success Architect Certification Course
Take the same training our own Customer Success Architects go through to become an in-house DocuSign adoption expert. Learn from others who are driving adoption of DocuSign within their organizations.
Administrator Certification Class				1 User
1 free seat in this course, designed for DocuSign Administrators who are responsible for creating advanced digital document workflows, reporting, customizing the sending and signing experience, and overseeing account and user administration.
Technical Customer Success Manager				^*
First point of contact for all technical questions. Trained on customer use cases, workflows and technology. Will provide case reviews on a regular basis as part of relationship.