Digital Closing Resources
The Digital Closing Resources page for Proof provides an overview of the online closing process involving lenders, title teams, and signers, offers role-specific guidance, details support availability and contact methods, and defines incident priority levels and conditions for help-desk ticket closure based on the severity of service impact.
Welcome to Proof.
Digital closings bring together lenders, title teams, and signers in a single online experience. The resources below cover how that process works, what changes from a traditional closing, and what to expect along the way.
Choose your role to get started.
For additional help, you can visit the Business Support Center, which has a robust collection of articles that explain the platform and its various features.
Agents are available to assist you 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 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:
- 1.An incident resolution has been fully implemented, or
- 2.10 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 (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 (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 |