Completed Documents and Storage
The document explains that completed transactions initiated from a Title Pro account are returned to the user upon completion and payment, customers receive email links to download signed documents or can access them anytime via their Proof account, documents are stored indefinitely on the Proof platform, and it also outlines incident priority levels for support ranging from critical to minimal business impact with corresponding conditions for help-desk ticket closure.
Completed Document FAQs
How do I access a completed transaction?
Transactions initiated from a Title Pro account are returned to the account once completed. For transactions where the signers are responsible for payment, this happens after the receipt of payment.
Users are notified when a transaction is complete and ready for review. The transaction status on the My Closings tab will also refresh to “Completed.”
How does my customer access their completed transaction?
After completing a signing session, signers receive an email from Proof with a link to download their signed documents. At the end of the session, they also have the option to immediately download their documents or forward them to a third party.
Additionally, signers can log into their Proof account at any time to access previously completed documents or to start a new notarization or signing.
How long are documents stored on the Proof platform?
The Proof platform retains documents indefinitely.
Incident Priority Levels and Support
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 of the services (or component thereof) is available.
- Level 2: Significant Business Impact. The incident partially affects the functionality of the services (or component thereof), but can be circumvented so that most of the significant functionality of the services (or component thereof) 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 can be considered insignificant and has no significant effect on the usability of the services (or component thereof).
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 one of the following occurs: (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 subscriber’s designated contact for such incident), and subscriber has not responded to Proof. The incident can be reopened later if it has not been resolved.
On-Demand Notary Availability Downtime Credits
Cumulative On-Demand Notary Availability Downtime (in a given calendar month as measured by Proof monitoring systems, converted to minutes):
- Up to 240 minutes: No On-Demand Notary Downtime Credit
- 241-360 minutes: 1%
- 361-480 minutes: 3%
- 481-600 minutes: 5%
- 601 minutes or greater: 7%
Platform Availability Downtime Credits
Platform Availability Percentage (in a given calendar month as measured by Proof monitoring systems):
- 99.9% or higher: No Platform Downtime Credit
- 97% - 99.9%: 1%
- 95% - 97%: 3%
- 93% - 95%: 5%
- Below 93%: 7%
Incident Response Times
| Incident Priority | Acknowledgement Time (During Business Hours) | Provision of Incident Resolution or Interim Process | If Interim Process is provided, Maximum Timeframe for Provision of Incident Resolution |
|---|---|---|---|
| Level 1 | 1 hour | 8 hours | 36 hours |
| Level 2 | 4 hours | 24 hours | 5 days |
Related
Proof Security Statement
Proof's Security Statement, last updated January 22, 2024, details that Proof implements and maintains comprehensive technical, physical, and organizational security measures compliant with multiple rigorous frameworks—including AICPA Trust Services Criteria (SOC2), NIST SP 800-53 Rev 5 at moderate level, WebTrust, Massachusetts CMR 17.00, and PCI DSS via third-party processors—and meets additional legal requirements such as HIPAA and FERPA, all validated through annual audits and assessments to protect user data from unauthorized access, disclosure, alteration, loss, or destruction.
Technical Account Manager Service Description
The Technical Account Manager (TAM) Service provides Subscribers with a dedicated, trained Proof specialist who understands their unique account and business processes to proactively monitor and manage technical health, swiftly resolve escalated issues, support lifecycle changes, and serve as a direct liaison to Proof product experts, ensuring minimized risk and maximized uptime under the governance of Proof's General Terms.
Legal Terms Update (16 December 2024)
The Legal Terms Update dated December 16, 2024, defines incident priority levels based on business impact, specifies conditions for help-desk ticket closure, outlines credit percentages for On-Demand Notary and Platform availability downtime per calendar month, and includes incident priority response times.
Legal Terms Update (29 March 2024)
The Legal Terms Update dated March 29, 2024, defines three priority levels for incident impact on service functionality, specifies conditions for help-desk ticket closure based on incident resolution and response timelines, and outlines a tiered credit system for On-Demand Notary service downtime per calendar month.
Legal Terms Update (30 September 2025)
The Legal Terms Update effective 30 September 2025 defines three priority levels for incident impact and resolution criteria, specifies conditions for help-desk ticket closure based on incident severity and response timelines, and outlines a tiered credit system for On-Demand Notary and Platform Availability downtime measured monthly.
Legal Terms Update (March 26, 2025)
The March 26, 2025 legal terms update defines incident priority levels from critical to minimal business impact with corresponding help-desk ticket closure conditions, specifies downtime credit percentages based on on-demand notary and platform availability, and outlines incident response times including acknowledgement and resolution provisions.