SaaS
DocuSign SLA credit guide
What DocuSign's own document actually says about uptime — a 100% availability target it aims at rather than a level it commits to — and the service credit it nonetheless pays when that target is missed: stepped on how long the service was down in the calendar month rather than on a tier table, the filing deadline and how to file. No dollar figure is computed for it.
What SLA credit does DocuSign pay when it misses?
When DocuSign eSignature (negotiated / Order-Form plans) misses the 100% monthly uptime target it states — a level DocuSign aims at rather than one it guarantees — its own document makes you eligible for a service credit stepped on how LONG the service was down in the calendar month, not on a tier table: 5% once downtime reaches 45 minutes, 10% once downtime reaches 4.5 hours, 15% once downtime reaches 9.0 hours, each as a percentage of Monthly Fees, with the calendar month's downtime aggregated across every incident before the steps apply. Claim it within 30 days from the time you become eligible to receive the credit. This page quotes no dollar figure, because the credit is priced off the outage minutes rather than a month's uptime percentage — read the steps below and verify the exact clause before filing.
Uptime target — not a commitment
100%
Filing window
30 days
counted from the time you become eligible for the credit
Services with SLA data
1
How the credit is computed
DocuSign eSignature (negotiated / Order-Form plans) publishes its credit as a step table keyed on the LENGTH of the outage, not on an availability threshold — the percentage owed rises with the minutes the service was down in a calendar month, so there is no uptime tier for a measured percentage to land in.
The vendor’s own published steps credit 5% once downtime reaches 45 minutes, 10% once downtime reaches 4.5 hours, 15% once downtime reaches 9.0 hours, each as a percentage of Monthly Fees. Calendar month downtime is aggregated across every incident before the steps are applied. File within 30 days from the time you become eligible to receive the credit.
That table is published, not private to your order form. Ontracko measures the qualifying minutes from the incident record and matches them to the vendor’s own steps; it quotes no dollar figure, because the credit is priced off the outage length rather than a month’s uptime percentage.
Read off DocuSign eSignature (negotiated / Order-Form plans)’s published SLA: https://www.docusign.com/legal/agreements
Credit tiers by service
DocuSign eSignature (negotiated / Order-Form plans) publishes its credit as a step table keyed on the LENGTH of the outage, not on an availability threshold — the percentage owed rises with the minutes the service was down in a calendar month, so there is no uptime tier for a measured percentage to land in. ENTERPRISE / ORDER-FORM ONLY — a self-serve docusign.com subscription gets NOTHING. DocuSign's self-serve "Service Schedules for Web Plan Customers" (Schedules A–H, eSignature Schedule version Sep 15 2025) carry NO SLA and NO service credit, so this credit is available only to negotiated / Order-Form (enterprise) customers; confirm against the contract before filing. NO COMMITTED UPTIME PERCENTAGE: §1 states the Eligible Services are "available 24 hours a day, 7 days a week, with interruptions only for Scheduled Downtime" and §2 undertakes to "use commercially reasonable efforts to meet" it — a 24/7 TARGET on an efforts standard, not a percentage guarantee, so no % is quoted as a commitment. CREDIT IS A DOWNTIME-DURATION STEP TABLE, not an uptime band (eSignature; Scheduled Downtime: None): Downtime of 45 minutes or more in a calendar month → 5% of Monthly Fees; 4.5 hours or more → 10%; 9.0 hours or more → 15%. Downtime is the minutes in a calendar month the Eligible Services are not available, aggregated across all incidents in the month (a single incident does not reset the clock). FILE within 30 days from the time you become eligible to receive a Service Level Credit (§4). APPLICATION (§5): credit is applied against the next payment; a prepaid customer may on written request instead take a cash refund equal to the credit percentage × (1/12 of the annualized prepaid amount). The service credit is the sole and exclusive remedy (§3). EXCLUDED DOWNTIME: Scheduled Downtime, force majeure / anything beyond DocuSign's reasonable control, customer-caused unavailability, customer or third-party technology, and suspension or termination. PROVENANCE: the governing document is the "Service Level Agreement for DocuSign Services" version June 6, 2022; DocuSign does not host the general SLA at a clean public URL, so this is corroborated against the DocuSign-hosted "Service Attachment of DocuSign SLA for Protect & Sign Service" (updated Sep 29 2017), which carries the identical 45min / 4.5h / 9h → 5% / 10% / 15% structure.
How to file a DocuSign SLA credit claim
- Open a billing/support case with the vendor from an account with billing authority.
- Paste the claim text from section 8 and attach the incident evidence from section 3.
- Ask explicitly for an SLA service credit under the availability commitment of your agreement.
Evidence you’ll need
- •Account / Order Form identification
- •Dates, times and duration of the Downtime in the affected calendar month
- •The Eligible Services affected
Common exclusions
- •Self-serve Web Plan subscriptions (Service Schedules for Web Plan Customers carry NO SLA and NO service credit)
- •Scheduled Downtime
- •Force majeure or anything beyond DocuSign's reasonable control
- •Customer-caused unavailability
- •Customer or third-party technology
- •Suspension or termination of the Services
Frequently asked
What is DocuSign's SLA uptime commitment?
DocuSign does not publish a commitment — it publishes a TARGET. DocuSign eSignature (negotiated / Order-Form plans) states a 100% monthly uptime target: a level DocuSign says it aims at, not one it guarantees. Unlike most targets, though, DocuSign's own document pays a service credit when it is missed, stepped on the length of the calendar month's downtime, so a shortfall is not without a remedy — it is simply not the breach of a guaranteed percentage. The figure is DocuSign's own — it is transcribed from DocuSign's own document and this page does not suppress it — but DocuSign frames it as a level it aims at rather than one it guarantees, so there is no committed percentage to hold DocuSign to. If DocuSign has promised you a binding availability level, it lives in your own Order Form or negotiated agreement rather than on any public page.
Does DocuSign pay an SLA service credit?
Yes. The uptime figure DocuSign states is a target rather than a guarantee, but its own document pays a service credit when that target is missed. DocuSign eSignature (negotiated / Order-Form plans) publishes its credit as a step table keyed on the LENGTH of the outage, not on an availability threshold — the percentage owed rises with the minutes the service was down in a calendar month, so there is no uptime tier for a measured percentage to land in. The vendor’s own published steps credit 5% once downtime reaches 45 minutes, 10% once downtime reaches 4.5 hours, 15% once downtime reaches 9.0 hours, each as a percentage of Monthly Fees. Calendar month downtime is aggregated across every incident before the steps are applied. File within 30 days from the time you become eligible to receive the credit. That table is published, not private to your order form. Ontracko measures the qualifying minutes from the incident record and matches them to the vendor’s own steps; it quotes no dollar figure, because the credit is priced off the outage length rather than a month’s uptime percentage.
What is the deadline to file a DocuSign SLA credit claim?
Claims are generally due within 30 days of the time you become eligible for the credit (verify the exact clause in DocuSign's SLA before filing).
Does Ontracko file DocuSign SLA credit claims for me?
Ontracko monitors DocuSign for free, detects SLA breaches automatically, and assembles the claim package: the incident evidence, the qualifying downtime minutes and the claim text. DocuSign's credit steps on the length of the outage, not on a measured uptime tier. That table is published, not private to your order form. Ontracko measures the qualifying minutes from the incident record and matches them to the vendor’s own steps; it quotes no dollar figure, because the credit is priced off the outage length rather than a month’s uptime percentage. You file it; Ontracko charges 8% only on credits that are actually recovered.
Let Ontracko file it for you
Connect DocuSign and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.