DocuSign Support Plans

Standard Support
Plan

Included with
Subscription

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

Plus Support
Plan

Call for pricing
1-877-720-2040

  • 24x7 System Availability Monitoring
  • Self-Service Resources, including DocuSign Support Center, Community, Knowledge Base
  • Online Case Submission and Management
  • Case Submission Response Time Target: < 8 Hours
  • 24x7 Live Phone Support (English Only)**
  • Escalated Support
Download Plan Details

Premier Support
Plan

Call for pricing
1-877-720-2040

  • 24x7 System Availability Monitoring
  • Self-Service Resources, including DocuSign Support Center, Community, Knowledge Base
  • Online Case Submission and Management
  • Case Submission Response Time Target: < 4 Hours
  • 24x7 Live Phone Support (English Only)**
  • Escalated Support
  • 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 Support Center, Community, Knowledge Base
  • Online Case Submission and Management
  • Case Submission Response Time Target: < 2 Hours
  • 24x7 Live Phone Support (English Only)**
  • Escalated Support
  • 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
  • Web Application Administration Course - 1 User
Download Plan Details
 

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 Support Center, Community, Knowledge Base

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 (English Only)**  

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

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
Web Application Administration Course       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.

 

* Available to qualified customers.
** 12x5 for SpringCM Success Plan customers