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Adobe Acrobat Sign for Government Support

Last updated on May 10, 2022

Welcome to Adobe Acrobat Sign for Government
Configure Acrobat Sign
1. Configuration Overview
2. System requirements
3. Branding
4. User access to features
5. User experience within the application
6. Recipient experience when interacting with agreements
7. Transaction security
8. Compliance information
  1. GDPR
  2. HIPAA
  3. eVaulting Chattle paper
  4. IVES
Administrator processes
1. Admin guide overview
2. Users
  1. Manage users in the Gov CloudCreating users
  2. Add users to a group
  3. Remove a user from group membership
  4. Update users in bulk
  5. Users in Multiple Groups (UMG)
    1. Overview
    2. Differences in UMG enabled accounts
3. Groups
4. Templates
  1. Edit shared templates
  2. Transfer template ownership
5. Custom workflow designer
  1. Create a custom workflow
6. GDPR deletion processes
  1. Delete a user
  2. Delete agreements
7. Sandbox
User environment and processes
1. Support resources
2. Transaction limits
3. Page layouts
4. Configure your profile
5. Send agreements
  1. Compose an agreement to send for signature
  2. Recipient signing order
  3. Written signatures
  4. Send an agreement to yourself only
  5. Send in Bulk
  6. Sending from a template on the Manage page
  7. Sign agreements
  8. Fill and Sign a document
  9. Self Signing
  10. Signing a document from an email link
  11. Sign a document from the Manage page
6. Custom workflow designer
7. Manage agreements
8. Reporting
  1. Create a report with classic reporting
  2. Report charts and data exports
    1. Overview
    2. User permissions for report charts and exports
  3. Data Exports
  4. Report Charts
9. API
  1. API Swagger documentation
  2. Webhooks

Support resources in the Adobe Acrobat Sign for Government environment can be accessed by clicking on the question mark icon in the upper right corner of the Acrobat Sign interface.

Select Contact Support from the drop-down menu.

The support portal provides four options:

Create a case - Used if you have an urgent issue or if your question isn't answered in one of the other channels.
Community/Forums - Forums are a great format for creative issues like how to build forms or create regular expressions.
Learn & Support - This option routes you to the online support documentation. If you have questions about the interface, functionality, processes, etc. are available in text format.
Tutorials - Support for features and processes in a video format.

Under the channel options for getting support is a listing of any cases you have opened, listed by the most recently created at the top.

All column headers can be clicked to sort by that column's value in ascending/descending value.

There is a filter that allows you to reduce the list of cases to show only cases that are open, closed, or all cases.

There is also a search field if you want to search for a particular string in the case.

The search process supports using an asterisk as a wildcard character.
When searching for a word within a string, apply a wildcard character to each side of the word.

Opening a new case

When opening a new case, there are four sections of content for the user to supply:

The impact quantification
The description of the issue
The contact details for the people involved
Any attachments that could be useful

The impact section helps Adobe support identify and address the most critical issues with appropriate urgency.

Two factors influence how the case ranks in the support queue of issues:

The consequence of the problem on a 1 - 4 scale, with one being the most consequential.
- P1 - Security breach events. Complete outage or inability to function. e.g., The service fails all transactions.
- P2 - Major interruption to functionality. e.g., Agreements appear to be sent, but no email is delivered to any party.
- P3 - Problems that need to be addressed but aren't preventing work. e.g., When I send an agreement, my recipient gets four emails.
- P4 - Cosmetic or low-impact issues. e.g., The footer image in my email template pushes the text body out of the center of the page alignment.
The scope of the impact in terms of your user base.
- Large - All or most of your users are impacted
- Medium - One or two groups are impacted
- Small - One or two people are impacted

There are two fields involved in detailing the issue:

The summary/title of the case
- The summary/title is displayed in your case history on the support portal. Keeping the title concise helps when reviewing your case history.
A detailed description of the problem
- When detailing the problem, be sure to include when the issue started, any events that seem to have precipitated the problem, the involved elements (templates, text tags, attachments), users impacted, and any particular events/settings that appear to be involved.

You will be required to provide your phone number, time zone, and available hours so support can contact you directly for more information or updates.

You can also attach up to ten email addresses to be included in all updates to the case.

The email of the submitter is automatically added to the case and may not be edited.

Any files that might help troubleshoot the issue can be added. Particularly if you are having problems sending one file or if your form isn't behaving as you expect after upload.

P1 cases ask that you call support after submitting the case

P1 events are mission-critical failures or security breach issues. After submitting a P1 case, a message is delivered to the submitter with a phone number, instructing them to contact Adobe directly.

The phone number may change. Submit the case first to get the current phone number.

Reviewing existing cases

Click the CaseID to open the case properties for review.

The case title summarizes the problem you provided when first opening the case.

Click the Details link under the case title to review the detailed description.

Within the body of the case page layout is the history of comments added by the user and the responding Adobe employee. Be sure to communicate to Adobe through this case interface to capture the complete history of the work being done. Sending email outside the case structure can lead to confused/missed communications resulting in delays.

At any time, the user can add a comment or attachment to provide additional context while Adobe troubleshoots.

The bottom right of the case page layout has the name of the Adobe agent responsible for the case, and the list of additional parties notified when the case is updated. These values are not editable within the customer interface.

Whenever the user feels the case is resolved or can produce no further benefit, they can close the case.

Community Forums

The community forum is a channel to elicit observations and solutions from fellow users, leveraging the massive knowledge set of users that may have blazed the trail you are considering.

It's important to know that the Acrobat Sign forums are not limited to the Acrobat Sign for Government userbase. All Acrobat Sign users access the same forums, allowing for the broadest possible exposure to helpful information.

Acrobat Sign for Government users should keep in mind that the Government environment has more substantial restrictions, and not all solutions provided will be applicable.

That said, there is a significant amount of helpful information available. The bulk of the Acrobat Sign process functionality is the same.

Learn and Support and Tutorials

The Learn and Support / Tutorial channels lead to text/image-based documentation or short, highly focused videos, largely about the settings, features, and processes common to all users.

Users in the FedRAMP environment should remain aware that their environment is a more secure version of Acrobat Sign, so not all features are available.

When reviewing the online documentation, be alert for any notification at the top of the page indicating there are unique instructions for alternative environments (like Adobe Acrobat Sign for Government).

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