{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "docusign",
    "name": "DocuSign",
    "vendor": "DocuSign",
    "website": "https://www.docusign.com",
    "category": "productivity",
    "category_name": "Productivity",
    "tags": [],
    "sla_url": "https://www.docusign.com/legal/terms-and-conditions/schedule-docusign-signature/attachment-eu-advanced-signature-sla",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": null,
    "max_credit_percent": 15,
    "max_credit": {
      "kind": "capped",
      "label": "15%",
      "value": 15,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": 15,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": [
        {
          "below": null,
          "credit": 15
        },
        {
          "below": null,
          "credit": 10
        },
        {
          "below": null,
          "credit": 5
        }
      ]
    },
    "claim_process": {
      "deadline_days": null,
      "deadline_basis": "end_of_term",
      "business_days": false,
      "method": "Written notice to DocuSign",
      "url": "https://support.docusign.com/s/?language=en_US",
      "required_evidence": [
        "Written notice of the Unavailable Time / breach"
      ],
      "review_days": null,
      "credit_application": "Applied against the next payment due for the affected Service"
    },
    "exclusions": [
      "Scheduled Maintenance",
      "Acts or omissions of Customer, its Affiliates, or representatives",
      "Events outside DocuSign's reasonable control, including force majeure events",
      "Customer's delay or failure to perform its obligations under the Agreement"
    ],
    "support": {
      "tiers": [
        "Standard",
        "Plus",
        "Premier",
        "Enterprise Premier"
      ],
      "has_24x7": true,
      "fastest_response": "30 min (P1, Premier/Enterprise Premier)",
      "response_is_sla": false,
      "designated_contact": "team",
      "architecture_review": false,
      "professional_services": true,
      "success_program": true,
      "training": false,
      "pricing": "custom",
      "source_url": "https://www.docusign.com/legal/terms-and-conditions/schedule-support",
      "note": "Response times are targets, not SLAs; 24/7 only for Sev1. Support is via the DocuSign Support Portal; out-of-scope work is billed under an SoW."
    },
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": true,
        "response_time": "< 24 hours"
      },
      {
        "name": "Enterprise",
        "slug": "enterprise",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "api",
        "name": "DocuSign API",
        "category": "apis",
        "description": "Developer API",
        "sla_url": "https://www.docusign.com/legal/terms-and-conditions/msa-service-schedules",
        "uptime": 99.99,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "clm",
        "name": "DocuSign CLM",
        "category": "legal",
        "description": "Contract lifecycle management",
        "sla_url": "https://www.docusign.com/legal/terms-and-conditions/msa-service-schedules",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "esignature",
        "name": "DocuSign eSignature",
        "category": "legal",
        "description": "Electronic signatures",
        "sla_url": "https://www.docusign.com/legal/terms-and-conditions/schedule-docusign-signature/attachment-eu-advanced-signature-sla",
        "uptime": 99.99,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "identify",
        "name": "DocuSign Identify",
        "category": "identity-management",
        "description": "Identity verification",
        "sla_url": "https://www.docusign.com/legal/terms-and-conditions/msa-service-schedules",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "DocuSign is a Enterprise Software provider. See the official SLA at [https://www.docusign.com/legal/terms-and-conditions/schedule-docusign-signature/attachment-eu-advanced-signature-sla](https://www.docusign.com/legal/terms-and-conditions/schedule-docusign-signature/attachment-eu-advanced-signature-sla). Current Master Services Agreement schedules and SLA attachments are indexed at [https://www.docusign.com/legal/terms-and-conditions/msa-service-schedules](https://www.docusign.com/legal/terms-and-conditions/msa-service-schedules).\n\n<!-- Add human-readable notes about DocuSign's SLA nuances here. -->"
  }
}