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

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

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

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
 

All Features

FEATURES STANDARD SUPPORT PLAN Premier 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.

 

* Requires minimum of $20k monthly recurring revenue.