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

Download Plan Details

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
  • Adoption Network
  • 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

Let's put some explanation of this feature here

DocuSign Trust Site for real-time system status and notifications

Search for answers and submit Support requests

Chat Support for simple questions on signing, sending and account management

Case Submission Response Time Targets vary between tiers

Talk to our DocuSign Support Team for technical DocuSign questions, billing inquiries and account support

Direct access to senior technical resource as part of standard support escalation process.

Test your current code against upcoming releases or add your new code to test prior to releasing into production

Support for connections to complementary solutions such as Salesforce, Microsoft and Google.

Emergency Response Time Target (Severity 1)

Ongoing tracking and review of cases opened to identify trends, possible issues, or opportunities for improved use of DocuSign

Training, tools and community designed specifically to help customers drive adoption and implementation of DocuSign solutions. Deliverables: CSA Certification course for one user through DocuSign University; 2-hours of office hour access to DocuSign CSA team; access to Adoption Network gated community

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.

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.