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 |
Related
Digital Closing Resources for Mortgage Lenders
The content provides mortgage lenders with comprehensive digital closing resources through Proof, including explanations of remote online notarization (RON), borrower preparation, operational workflows, strategic rollout guidance, and title process management to help lenders confidently implement and scale digital mortgage closings.
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.
Legal Terms Update (27 September 2024)
The updated legal terms as of September 27, 2024, define incident priority levels based on business impact, specify conditions for help-desk ticket closure varying by priority, and outline a tiered credit system for on-demand notary and platform availability downtime measured monthly.
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.
Proof for Title Pro FAQ
The Proof Title Pro FAQ provides detailed guidance on account setup, feature use, advanced workflows, and online closing, including definitions of incident priority levels—ranging from critical to minimal business impact—and specifies that help-desk tickets are closed upon full resolution implementation or, for minimal impact issues, after 10 business days without subscriber response following Proof’s resolution communication.
Legal Terms Update (29 September 23)
The Legal Terms Update dated September 29, 2023, defines three incident priority levels based on business impact severity, outlines specific conditions for closing help-desk tickets depending on priority level and response timelines, and specifies that no downtime credit is given for up to 240 minutes of On-Demand Notary service unavailability per calendar month.