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Credit-backed
Publishes an SLA backed by tiered service credits: credits up to 15%.
Source: official SLA ↗ · checked Jun 2026 · View as JSON
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Uptime
15%
Max credit
30d
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Written notice to DocuSign · support.docusign.com/s/?language=en_US
Deadline
30 days of incident
Review timeline
Not specified
Credit applied
Applied against the next payment due for the affected Service
Required evidence: Written notice of the Unavailable Time / breach
Common 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 complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 4
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
DocuSign API
Developer API
APIs
Uptime 99.99%
SLA covered
DocuSign eSignature
Electronic signatures
Legal
Uptime 99.99%
SLA covered
DocuSign CLM
Contract lifecycle management
Legal
Uptime 99.9%
SLA covered
DocuSign Identify
Identity verification
Identity Management
Uptime 99.9%
SLA covered
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. Current Master Services Agreement schedules and SLA attachments are indexed at https://www.docusign.com/legal/terms-and-conditions/msa-service-schedules.
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