Docusign SLA
99.9% uptime guarantee (Personal, Standard, Business Pro, Enhanced, Enterprise plan only)
Official SLA Commitment
Applies to
Personal, Standard, Business Pro, Enhanced, Enterprise plans only
Scope
Docusign eSignature platform availability (Eligible Service under standard customer agreements)
Measurement
Monthly Uptime Percentage = (total minutes in calendar month − Downtime minutes) / total minutes in calendar month. Downtime excludes Scheduled Downtime and Excluded Downtime. Monthly uptime reported via Trust Center.
Exclusions
Scheduled Downtime (none for eSignature per SLA appendix); force majeure; customer-caused issues; excluded downtime per agreement
Not covered
Add-on services (Protect & Sign, Transaction Rooms, CLM) have separate SLA attachments. Marketing page claims 99.99% uptime on features page — conflicts with 99.9% on availability page and SLA; contractual target is 99.9% (45-min monthly downtime threshold for first credit tier implies ~99.9%).
Promised vs Measured
SLA Promise
99.9%
≤ 43m downtime/month
Measured (30d)
100.00%
≈ < 1m downtime this month
Verdict
Meeting SLA
24h Uptime
100.00%
7d Uptime
100.00%
30d Uptime
100.00%
Pricing & SLA by Tier
| Plan | SLA Guarantee | Price | Meeting 30d? |
|---|---|---|---|
| Personal | 99.9% | $10/mo (annual) / $15/mo (monthly) | |
| Standard | 99.9% | $25/user/mo (annual) / $45/user/mo (monthly) | |
| Business Pro | 99.9% | $40/user/mo (annual) / $65/user/mo (monthly) | |
| Enhanced | 99.9% | Custom (contact sales) |
Source: docusign.com/pricing
SLA Credit Policy
Service Level Credits are the sole and exclusive remedy for failure to meet the Service Availability Target. Credits apply against next invoice; prepaid customers may request cash refund. Claim within 30 days of becoming eligible.
| Monthly Uptime | Credit |
|---|---|
| Downtime ≥ 45 minutes in calendar month | 5% of monthly fee |
| Downtime ≥ 4.5 hours in calendar month | 10% of monthly fee |
| Downtime ≥ 9.0 hours in calendar month | 15% of monthly fee |
Credits capped at 15% of monthly fee. Must be claimed within 30 days.
Industry SLA Tier Compliance
| Tier | Downtime Budget/Month | 24h | 7d | 30d |
|---|---|---|---|---|
| 99.9%(three nines)Docusign's SLA | 43m 12s | |||
| 99.95% | 21m 36s | |||
| 99.99%(four nines) | 4m 19s | |||
| 99.999%(five nines) | 26s |
Equivalent Downtime
Last 24 hours
< 1m
Last 7 days
< 1m
Last 30 days
< 1m
Incident Summary (90 days)
Total Incidents
41
Active Now
0
Resolved
41
Avg. Resolution
4h 16m
Docusign SLA: What You Need to Know
Docusign guarantees 99.9% uptime measured as docusign esignature platform availability (eligible service under standard customer agreements). This commitment applies exclusively to Personal, Standard, Business Pro, Enhanced, Enterprise plan customers.
Based on DevHelm's continuous monitoring, Docusign currently shows a 30-day measured uptime of 100.00%. This meets their published SLA commitment of 99.9%.
What's Covered (and What Isn't)
Docusign's SLA specifically covers docusign esignature platform availability (eligible service under standard customer agreements). It explicitly excludes: Add-on services (Protect & Sign, Transaction Rooms, CLM) have separate SLA attachments. Marketing page claims 99.99% uptime on features page — conflicts with 99.9% on availability page and SLA; contractual target is 99.9% (45-min monthly downtime threshold for first credit tier implies ~99.9%).. This means outages in excluded components don't count toward SLA credits.
Impact on Your Application
At 100.00% uptime, you can expect approximately < 1m of cumulative downtime per year from Docusign alone. If your application depends on additional services, their independent failure probabilities compound — making dependency monitoring essential for maintaining your own SLA commitments.
Monitoring Methodology
DevHelm tracks Docusign's official status page continuously and aggregates component-level status data into uptime percentages. Data is refreshed every 5 minutes. Uptime is calculated as the percentage of time all components report operational status.
