Hi ​@Hengfeng Ge ,
 

Thanks for raising this. I've consulted with the internal team so we can work more effectively on concerns like this moving forward.

We understand how this issue is affecting your case management, and we’re actively looking into it. I’ve escalated the concern about the missing case owner emails and the replies going only to partners@docusign.com.

We’ll follow up with updates as soon as we have them. Appreciate your continued patience and partnership.

Hello Hengfeng, We apologize for the delay we are working on this and will update you soon

Thank you ​@Reuben.Ng and ​@Mayar.Abounnaiem  for the update — I truly appreciate your responses.

As a partner providing technical support for multiple customer, I must say: raising a case on behalf of a customer is harder than it should be.

We've often been told by Customer Support that "customers should open the case by themselves." Yet, every time, we have to quote the Partner Support Guide to prove that opening a case on behalf of a customer is allowed and even encouraged under the Partner Program. We're here to reduce support friction, not add to it.

I sincerely hope the Partner Team and Customer Support Team can align on this — because pushing this clarification back on partners repeatedly only slows things down and frustrates everyone involved.

A few broader process concerns:

Partner-escalated cases should not be deprioritized.
If the issue is urgent and affecting the customer, why do escalations from partners have a lower weight than direct customer-escalated cases? In practice, we’re often be told that a customer technical case opened by a partner cannot be escalated directly and needs to go through a separate Partner Program Support case — even when urgent. On paper, the Partner Support SLA is 48–72 hours, but when escalation is needed, this delay is already problematic. In some of our cases, responses have taken weeks, not days.

Why not route urgent partner-escalated case through the customer support escalation team directly?
This would align with the principle of putting customer impact first. If the customer has entrusted the partner to handle support, that trust should be respected in the escalation process as well.

Support timezone transparency would help tremendously.
Please consider adding timezones (e.g., 9:00am–5:30pm AEST / GMT+10) to all support engineer responses. Many cases are left hanging because the assigned engineer is out of office, sick, or offline with no indication. If callback isn’t enabled or no SLA applies, we’re left guessing whether the case is still progressing. Even a case status update like “temporarily reassigned” would be helpful.

We truly want to work as an extension of the Docusign team, but that requires better tooling, clear ownership, and fair treatment of partner submited and escalated cases.

At Partner Day, it was shared that a significant portion of Docusign’s revenue comes from partners. We’re proud to contribute to that growth — and hope to see operational support that matches that reality.

Somebody asked if I’ll attend Partner Day in Singapore. I said yes — and they replied, “Good, maybe you can tell the GVP about these issues in person.” But I hope we don’t need to wait for a once-a-year event to be heard.

Thank you again for your time, and for listening.

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