DOCUSIGN SERVICE SCHEDULE FOR SUPPORT v2022
Service Schedule Version Date: March 31, 2022
This Service Schedule for Support (the “Support Schedule”) sets forth the terms applicable to Support (as defined below) provided by Docusign to Customer and is made part of the Docusign Master Services Agreement (the “Agreement”). Docusign provides various levels of support plans as more fully described below and as outlined on Customer’s Order Form. Capitalized terms used but not defined in this Support Schedule have the meaning given them in the Agreement.
1. Defined Terms.
“Case” means a Reported Issue that is logged in Docusign’s global case tracking system and assigned a case identification number.
“Designated Contact” means one individual natural person, whether an employee, business partner, contractor, or agent of Customer or its Affiliates who Customer or its Affiliate designates as the one point of contact for Support. Customer may change its Designated Contact at any time, though must promptly communicate that change to Docusign in writing (email being sufficient).
“Enterprise Premier Support Plan” means the Enterprise Premier level of Support as set out in Section 6.
“Global Emergency Support” means Support outside of business hours for Level P1 issues only.
“Plus Support Plan” means the Plus level of Support as set out in Section 4.
“Premier Support Plan” means the Premier level of Support as set out in Section 5.
“Reported Issue” means unexpected behaviors of the Docusign Services that Customer perceives as not conforming to the Documentation.
“Response Time” means the amount of time between when Customer first submits a Case and when Docusign acknowledges receipt of such Case.
“Severity” means the level of impact a Reported Issue is having on Customer's use of the applicable Docusign Service and is used to establish initial target response times. Severity is established on a scale of P1 through P4.
“Standard Support Plan” means the Standard level of Support as set out in Section 3.
“Support” means assistance to Customer with respect to how to use the Docusign Services and resolving issues related to such use.
“Third-Party Software” means applications or software products, modules, or add-ons that are developed by third parties, and that may interoperate with the Docusign Services, the use of which software is governed by the applicable terms and conditions specified by such third party and identified on Customer’s Order Form.
“Third Party Software Support” means the level of Support as set out in Section 8.
2. Submission of Reported Issues. Customer may submit requests for Support to Docusign through the Docusign Support Portal:
Reported Issues must be submitted through the Docusign Support Portal as a Case in order to help expedite problem response and resolution, and to help ensure that Support issues are appropriately triaged, tracked, and updated in a timely manner.
3. Business Hours. Docusign Support will be available and respond to customer requests during the following times:
i. “Business Hours” for Docusign Signature are 24/7.
ii. “Business Hours” for Docusign CLM, Docusign Intelligent Insights, Docusign Insight Accelerators, and Docusign Analyzer are 24/7 for Severity Level P1 issues (as defined in the table below), and for Severity Level P2 issues and below (as defined in the table below) are Monday – Friday, twenty-four (24) hours a day.
4. Standard Support Plan. The Standard Support Plan Response Time for all Reported Issues is seventy-two (72) hours with a follow up time of five (5) business days.
5. Plus Support Plan. The Plus Support offers the following:
i. Self-service resources, including Docusign Support Center, Community, and Knowledge Base.
ii. Response Time target dependent on Severity Level, as defined in the table below.
iii. Docusign API Support (Connectors)
6. Premier Support Plan. Premier Support is offered for an additional fee, as an add-on to Plus Support. In addition to the Support provided in the Plus Support Plan, the Premier Support Plan offers: (i) Developer Support; and (ii) a Response Time target dependent on Severity Level, as defined in the table below.
7. Enterprise Premier Support Plan. Enterprise Premier Support is offered for an additional fee, as an add-on to Premier Support. In addition to the Support provided in the Premier Support Plan, the Enterprise Premier Support Plan offers a Response Time target dependent on Severity Level, as defined in the table below.
8. Severity Classification and Response Time Goals. Issues are classified according to the severity of impact on Customer’s use of the Docusign Services, solely as determined by Docusign and according to the table below:
Severity Level | Severity Definition | Plus Support Plan First Response Time
| Premier Support Plan First Response Time | Enterprise Premier Support Plan First Response Time | Target Level of Effort |
|---|---|---|---|---|---|
Global Emergency Support | Support outside of Business Hours for Level P1 issues only. | N/A | 1 hour | 30 minutes | Continuously - 24 hours per day, 7 days per week |
P1 | Critical — Critical Production Environment issue that severely impacts Customer’s use of the Docusign Services. The situation halts Customer’s business operations and no procedural workaround exists. For example:
● Docusign Services are down or unavailable ● Data integrity issues ● A critical documented feature/function is not available
**Severity 1 issues require Customer to have dedicated resources to work on the issue on an ongoing basis with Docusign or as otherwise agreed upon. | 2 Business Hours | 1 Business Hour | 30 minutes | Continuously - 24 hours per day, 7 days per week |
P2 | High - Major functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact to portions of Customer’s business operations and no reasonable workaround exists. For example: ● Docusign Services are operational, but highly degraded performance to the point of major impact on usage. Important features of the Docusign Services are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion. | 6 Business Hours | 4 Business Hours | 2 Business Hours | As appropriate during Docusign’s normal Business Hours |
P3 | Medium - There is a partial, non-critical loss of use of Docusign Services with a medium-to-low impact on Customer’s business, but business can continue to function. Short-term workaround is available, but not scalable. | 1 Business Day | 8 Business Hours | 4 Business Hours | As appropriate during Docusign’s normal Business Hours |
P4 | Low - Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available. | 2 Business Days | 1 Business Day | 8 Business Hours | As appropriate during Docusign’s normal Business Hours |
Docusign will:
i. Respond to Customer’s applicable Designated Contact within the respective time period specified in the column of the table after the applicable Support Case is received and logged by Docusign;
ii. Make commercially reasonable efforts to restore the functionality of the applicable Docusign Service to a state of reasonable operability (whether by applying a patch, workaround, temporary fix, update, or minor release of the Docusign if available);
iii. Provide subsequent updates to Customer’s applicable Designated Contact regarding the status of problem resolution efforts within the respective time period specified in the column of the above table. Communication of closure for all issues will be mutually agreed upon.
9. Third Party Software Support. Docusign offers Support for Third Party Software. Such Support is limited to:
i. First response to request and/or inquiry.
ii. Gather information related to issue
iii. Initial triage of issue – identification of impacted feature/product/technology
For any Support issues outside of the Third-Party Software Support scope the terms and conditions included on Customer’s Order Form will apply.
10. Exclusions. The Support services provided herein are not available with respect to, and do not include, any of the following:
i. Use of the Docusign Services other than in accordance with the Agreement and relevant Documentation and related release notes;
ii. Any other products or services not considered a Docusign Service;
iii. Developing Customer-specific customizations to any Docusign Service;
iv. Assistance with third-party products, services, or technologies, except as provided in Section 8, including, but not limited to, assistance in implementation, administration, or use of third-party enabling technologies, such as, for example, databases, networks, or telecommunications systems;
v. Assistance with installation or configuration of hardware, including, but not limited to, computers, hard-drives, networks, or printers, at any location of Customer’s;
vi. Troubleshooting issues with Customer’s applications (whether third-party applications or those developed by or for Customer);
vii. Troubleshooting issues regarding integration of any of Customer’s applications or systems with any Docusign Service;
viii. Support for any software code that is not part of the core software code for any Docusign Service to which Customer then has active Order Forms;
ix. Training on new functionality or capabilities of any Docusign Service; and
x. Training or responses to questions on Customer’s business processes or changes to Customer’s business processes, or on customization, setup, or configuration of any Docusign Service, or any changes required to be made to any Docusign Service, to fit or adapt to Customer’s business processes.
If any of the exclusions in i through x above apply, then Docusign reserves the right to provide Professional Services to address the above at an additional charge to Customer, based on a mutually agreed upon Statement of Work.
11. Subcontractors. Docusign may utilize a subcontractor to perform its duties under this Support Schedule, provided: (a) the subcontractor shall be bound by confidentiality provisions at least as stringent as those to which Docusign is subject under this Agreement; (b) Docusign shall not be relieved of any responsibilities or obligations under this Agreement that are performed by the subcontractor; and (c) Docusign shall remain Customer’s sole point of contact and sole contracting party.
12. Updates; Modifications. Notwithstanding anything to the contrary set forth in this Support Schedule or the Agreement, Docusign reserves the right to change its policies, procedures, and practices with respect to Support at any time, upon providing at least thirty (30) days’ prior written notice thereof, which notice may be given by, among other possible methods, posting updated policies, procedures, or practices on Docusign’s web site for any Docusign Service. However, no such change shall materially reduce or diminish the level of Support provided to Customer hereunder.
13. U.S. Government End User. If Customer is a U.S. government entity or if this Support Schedule otherwise becomes subject to the Federal Acquisition Regulations (FAR), Customer acknowledges that elements of the Support services constitute software and documentation and are provided as “Commercial Items” as defined in 48 C.F.R. 2.101 and are being licensed to U.S. government User as commercial computer software subject to restricted rights described in 48 C.F.R. 2.101, 12.211 and 12.212. If acquired by or on behalf of any agency within the Department of Defense ("DOD"), the U.S. Government acquires this commercial computer software and/or commercial computer software documentation subject to the terms of the Agreement as specified in 48 C.F.R. 227.7202-3 of the DOD FAR Supplement ("DFARS") and its successors. This U.S. Government End User section is in lieu of, and supersedes, any other FAR, DFARS, or other clause or provision that addresses government rights in computer software or technical data.