Customer Support

Case Resolution

Support Resolved Faster.

Resolve cases faster with digital document signing. Zignature helps support teams collect service agreements, warranty claims, and RMA forms — closing support tickets that require signatures in minutes, not days.

In-Ticket Signing — send signature requests directly from your support platform

Customer-Friendly Experience — customers sign from the support email — no account needed

Case Auto-Close — automatically close tickets when documents are signed

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No credit card required

Free plan available

Setup in under 5 minutes

Ticket Auto-Fill

Service Agreements

SOC 2

Send

Acme Corp

Customer Support Division · Case #8821

Agreement #: SLA-2026-0493

February 23, 2026

Service Level Agreement

1. Service Description

This Service Level Agreement defines the terms and conditions under which Acme Corp ("Provider") agrees to deliver premium technical support services to Meridian Healthcare Group ("Customer"), including 24/7 priority response, dedicated account management, and guaranteed resolution timelines.

2. Response Commitments

Provider guarantees initial response within 15 minutes for critical (P1) issues, 1 hour for high (P2) issues, and 4 hours for standard (P3) issues. All SLA metrics are tracked via automated monitoring with real-time dashboards.

Service Tiers

Support Tier

Premium 24/7

Annual Value

$36,000

Contract Term

24 Months

Uptime SLA

99.95% Guaranteed

Resolution Targets

P1 Critical

15 min response

P2 High

1 hour response

P3 Standard

4 hour response

Included Services

Service Description Coverage

Dedicated CSM Named account manager Included

Priority Queue Skip-the-line escalation Included

Monthly Review SLA performance report Included

Total Annual $36,000/yr

Authorized Signatures

Service Provider

Awaiting signature...

Sarah Chen, VP Customer Success

Customer Authorized Signer

Awaiting signature...

James Wilson, CTO

Acme Corp · Confidential Service Agreement · Subject to Master Terms Page 1 of 4

Syncing Ticket Data

Reading support ticket...

Auto-Escalation Active

SLA breach prevention triggered

Urgent

SLA Document Sent

Just now

Manager Escalation

If unsigned in 2 hours

VP Direct Call

If no response in 4h

Executive Override

SLA breach protocol

Case Feed

Real-time SLA activity

SLA sent to Meridian HC

Premium 24/7 tier · 12s ago

Sent

James Wilson opened doc

Viewing SLA terms · 45s ago

Reviewing

Dwell time: 3m 22s

Page 2 · Response targets

High Intent

Forwarded to legal team

legal@meridian.com · Just now

Decision Maker

SLA Compliance 99.9%

On track for SLA target

Case Resolved!

Sidebar Shortcut

Help Desk Integration

Case #8821 · Priority: High · Customer: Acme Corp

Agent: Sarah Chen · Support Tier 2 · Active

Ticket Details

Service Agreement Required

Customer requesting updated service terms for renewal.

Document linked to Case #8821 · Auto-attached to ticket history

Zignature

Sidebar Panel

Context Switches

1-Click

Send

Auto

Case Link

Service agreement sent from ticket sidebar · Zero context switching · Case linked

Sign-in-Place

Frictionless Signing

New Document from Acme Support

Service Agreement Ready to Sign

Service Agreement

Sign above

✍️ Sign with Tap

Friction Level High

Case Resolved ✓

App Downloads

< 30s

Sign Time

98%

Completion

Customer signed via email · No login required · Case auto-resolved

Ghost Close

Auto-Close Tickets

Ticket #8821 · Service Agreement

● Open

service-agreement-signed.pdf

✓ Verified · 2.4 MB

10:14 AMAgreement sent

10:16 AMCustomer signed

10:16 AMAuto-closed ✓

No manual action required · Ticket cleaned automatically

Auto

Resolution

Manual Steps

2min

Total Time

Ticket #8821 auto-closed · Document attached · Queue cleaned automatically

SLA Watchdog

SLA-Aware Escalation

Team Dashboard · SLA Monitor

Case #8834 · Refund Agreement

1h 45m

Case #8821 · Service Agreement

0h 30m

Case #8819 · NDA Request

3h 20m

Manager approved · SLA Saved ✓

Manager Alert

SLA at risk — Case #8821

✓ Approve

SLA Breaches

Auto

Escalation

99.7%

SLA Met

SLA breach prevented · Auto-escalated to manager · Approved in time

Case Management

Resolve Cases 80% Faster

Send service agreements, terms of service, and support contracts directly from your help desk. Customers sign from the support email — no new accounts, no friction, no delays.

Zignature integrates directly into your existing support workflows, so agents never have to leave their help desk to send, track, or manage signature requests. Documents are automatically linked to the correct ticket, and real-time status updates flow back into your case timeline — giving your team full visibility without any extra steps.

Help desk integration — connects natively with Zendesk, Intercom, Freshdesk, and Salesforce Service Cloud. Agents trigger signature requests with one click, and signed documents are automatically attached to the case record for a complete audit trail.

In-email signing — customers sign directly from the support notification email without creating an account or downloading an app. The frictionless experience means higher completion rates and faster case resolution.

Auto-close tickets — once all required documents are signed, Zignature automatically updates the ticket status and closes the case. No more manual follow-ups or forgotten open tickets cluttering your queue.

SLA-aware escalation — Zignature monitors pending signatures against your SLA deadlines and automatically escalates documents that are at risk of breaching. Managers receive alerts before deadlines are missed, keeping your team's response metrics on target.

Did you know?

Support teams spend an average of 4.5 hours per week chasing document signatures, and 23% of support tickets remain open solely because a signature is pending. (Source: Zendesk Benchmark)

Snap-to-Start

Self-Service Portal

Returns Portal · Mobile

zignature.io/return

📦 Start Return

MacBook Pro 14" M3

Order #ORD-2026-8834 · Damaged screen

RMA #4492 Created 25%

Calls Needed

30s

To Start

Self

Service

Customer initiated return · No phone queue · RMA auto-created

Gatekeeper

Warranty Verification

Validation Engine · Auto-Verify

MacBook Pro 14" M3

Claim #CLM-4492

Purchase Date: Oct 15, 2025

Serial: MBP-M3-2025-4492

Policy: AppleCare+ Extended

Warranty: 12 Months ✓

Coverage active · 4 months remaining

Auto

Verified

100%

Accuracy

Manual Lookups

Warranty auto-verified · Claim approved · Risk protected

Label Launch

Zero-Touch Shipping

Logistics Engine · Auto-Generate

PREPAID RETURN LABEL

UPS Ground · Tracking: 1Z9E8A40...

📱 Customer Phone

Label ready! Tap to show QR code at UPS.

🏭 Warehouse

Tracking active · ETA: 3 business days

Humans Needed

Instant

Label Gen

Drop-Off

Zero-touch logistics · Label auto-generated · Tracking live

Smart Refund

Authorization Workflow

Finance Dashboard · Refund Queue

$45

USB-C Adapter

RMA #4488

Auto-Approved

$1,500

MacBook Pro 14"

RMA #4492

Manager Gate

Manager Approved · Refund Sent

Just now

✓ Refund Confirmed

Processing Time: 4 Minutes

$45

Auto-Approved

$1.5K

Manager Gate

4 min

Total Time

Speed for small items · Control for big-ticket · 4-minute loop

Returns

Streamline RMA Processing

Return authorizations, warranty claim forms, and shipping labels — all in a single digital workflow. Customers complete RMA forms from their phone and receive return labels instantly.

Zignature streamlines the entire returns lifecycle from initiation to resolution. By connecting RMA forms, warranty verification, shipping logistics, and refund approvals into one seamless digital flow, your team eliminates manual handoffs and reduces processing time from weeks to hours — while giving customers a transparent, self-service experience.

Self-service RMA portal — customers initiate returns through a branded, mobile-friendly portal where they can select products, describe issues, and upload photos. This reduces inbound support calls and gives customers instant confirmation that their return is being processed.

Auto-generated labels — once an RMA is approved, prepaid return shipping labels are automatically generated and delivered to the customer via email or SMS. No agent intervention required, and tracking numbers are linked to the case for real-time visibility.

Warranty verification — Zignature automatically cross-references purchase date and warranty terms before processing a claim, preventing invalid returns and saving your team from manual lookups. Expired warranties are flagged instantly with clear messaging to the customer.

Refund authorization workflow — automate refund approvals with configurable spending limits and multi-tier authorization rules. Refunds under your threshold are processed instantly, while higher amounts are routed to the appropriate manager for sign-off — keeping customers happy without sacrificing financial controls.

Did you know?

The average RMA process takes 7-14 days when handled manually, costing $28 per return in administrative overhead alone. Companies using digital workflows reduce this to under 24 hours. (Source: Aberdeen Group)

Brand Metamorphosis

White-Label Experience

Generic E-Sign

Service Agreement · Standard Template

Full Name

Sign Here

0%3rd Party

100%Your Brand

CustomFonts & Colors

Full white-label · Your brand owns every pixel

Device Shift

Mobile Optimized

Acme Corp

Service Agreement

Full Name

✍ Sign Here

0:00 signing time

Under 2 minutes — while standing in line for coffee

<2mTo Sign

100%Responsive

0Pinch & Zoom

Perfect on any device · Under 2 minutes · Zero friction

Instant Echo

Confirmation & Trust

Document Signed Successfully

Certified PDF

Tamper-proof copy

Instant Email

Sent immediately

Confirmation Sent Instantly — Peace of Mind

InstantDelivery

PDFCertified

0"Did it work?"

Loop closed · Certified PDF delivered · Zero follow-up calls

Success Signal

Lasting Impression

How was your experience?

★ ★ ★ ★ ★

CSAT Score 0.0

Poor Good Excellent

Capturing sentiment at peak satisfaction

9.8CSAT Score

5★Avg Rating

PeakSentiment

Capture sentiment at peak satisfaction · CSAT 9.8/10

Customer Experience

Delight Customers at Every Touchpoint

Every signing interaction is branded with your logo and colors. Customers get a modern, mobile-friendly experience that reflects your brand's quality and attention to detail.

Zignature elevates every customer touchpoint by turning routine document signing into a polished, branded interaction. From the email notification to the signing page to the final confirmation, every step reinforces your company's professionalism — building trust and leaving customers with a lasting positive impression of your support team.

White-label experience — every form, email notification, and signing page is fully branded with your logo, colors, and custom messaging. Customers interact with your brand throughout the entire process, with no third-party branding visible anywhere.

Mobile-optimized — responsive signing pages adapt perfectly to any screen size, letting customers review and sign documents from their phone or tablet in under 2 minutes. No pinching, zooming, or frustration — just a smooth, intuitive experience.

Instant confirmation — the moment a document is signed, customers receive a branded confirmation email with a PDF copy of their signed document. This immediate acknowledgment reduces follow-up inquiries and builds confidence in your support process.

Post-signing surveys — automatically trigger CSAT surveys immediately after document completion, capturing customer feedback while the experience is fresh. Survey results are linked to the support case, giving your team actionable insights to continuously improve service quality.

Did you know?

72% of customers say the ease of document signing directly impacts their perception of a company's professionalism, and brands with seamless digital signing see 34% higher customer retention. (Source: Forrester)

Use Cases

Customer Support Use Cases

Zignature serves the full spectrum of customer support operations with document workflows tailored to every resolution type, escalation path, and service agreement.

Service Level Agreements

SLA creation, modification, and renewal with automated tracking of response times, resolution targets, and escalation thresholds.

Warranty & Returns

Return authorizations, warranty claims, replacement approvals, and credit memo processing with automated customer notifications.

Escalation Management

Tier 2/3 escalation forms, engineering handoff documents, executive escalation reports, and cross-team resolution agreements with SLA tracking.

Customer Onboarding

Welcome packets, implementation agreements, training schedules, account setup confirmations, and success plan documents with milestone tracking.

Knowledge & Training

Knowledge base contribution approvals, training material sign-offs, process documentation updates, and best practice certifications with version control.

Compliance & Legal

Customer data handling agreements, privacy consent forms, regulatory complaint responses, and dispute resolution documents with complete audit trails.

Zignature serves support managers, customer success leads, escalation engineers, onboarding specialists, and service directors — any support professional who needs fast, trackable document workflows to resolve customer issues.

Our platform integrates natively with Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, HubSpot Service Hub, and ServiceNow — ensuring seamless document workflows across your entire support technology stack.