Business Academy | Proof
The Proof Business Academy offers instructional videos, step-by-step knowledge articles, and customer resources to help users effectively utilize the Proof platform, provides support through a dedicated team available daily with specified hours, categorizes support incidents into three priority levels based on business impact, and defines specific conditions for closing help-desk tickets depending on the priority level.
Proof Business Academy
The videos in this section have been developed to help you learn about the Proof platform, providing you with tips and tricks to ensure a successful and enjoyable experience for both you and your signers.
Each section includes a list of knowledge-based articles which you can follow step by step, as well as customer-facing resources that you can share with your signers. Additional resources are available on the Business Support Center, which has a robust collection of articles explaining the platform and its various features.
For immediate assistance, contact the Support Team via the blue chat button at the bottom of support.proof.com. Agents are available during the following hours:
- Monday – Friday: 8 am – 10 pm ET
- Saturday & Sunday: 8 am – 7 pm ET
For non-urgent matters, you can also email support@proof.com.
Priority Levels
Level 1: Critical Business Impact
- The incident seriously affects the functionality of the services (or component thereof) and cannot be circumvented such that most of the significant functionality is unavailable.
Level 2: Significant Business Impact
- The incident partially affects the functionality of the services (or component thereof), but can be circumvented so that most significant functionality is available.
Level 3: Minimal Business Impact
- The incident can be circumvented such that the services (or component thereof) can be used with only slight inconvenience. The problem is insignificant and has no significant effect on usability.
Conditions for Closure of Help-Desk Ticket
- Level 1: The incident is considered resolved and closed when an incident resolution has been fully implemented.
- Level 2: The incident is considered resolved and closed when an incident resolution has been fully implemented.
- Level 3: The incident is considered resolved and closed when either (i) an incident resolution has been fully implemented, or (ii) 10 business days have elapsed since Proof’s communication of the information that Proof reasonably believes will resolve the incident (communicated by email to the subscriber’s designated contact), and the subscriber has not responded. The incident can be reopened later if it has not been resolved.
On-Demand Notary Availability Downtime (per calendar month)
| Cumulative Downtime (minutes) | On-Demand Notary Downtime Credit |
|---|---|
| Up to 240 | No credit |
| 241-360 | 1% |
| 361-480 | 3% |
| 481-600 | 5% |
| 601 or greater | 7% |
Platform Availability Percentage (per calendar month)
| Platform Availability | Platform Downtime Credit |
|---|---|
| 99.9% or higher | No credit |
| 97% - 99.9% | 1% |
| 95% - 97% | 3% |
| 93% - 95% | 5% |
| Below 93% | 7% |
Incident Priority Response Times
| Incident Priority | Acknowledgement Time (Business Hours) | Provision of Incident Resolution or Interim Process | If Interim Process Provided, Max Timeframe for Resolution |
|---|---|---|---|
| Level 1 | 1 hour | 8 hours | 36 hours |
| Level 2 | 4 hours | 24 hours | 5 days |