Digital Closing Resources for Borrowers
The Digital Closing Resources for Borrowers provide comprehensive guidance on using the Proof platform for remote online notarization, explaining how digital closings work, the identity verification process, technology requirements, and what to expect during secure online signing sessions to help borrowers confidently complete their mortgage closings remotely.
Resources for Borrowers
Welcome to Proof!
Borrowers completing digital closings often have questions about how remote online notarization works, how identity verification happens, and what to expect during an online signing session.
The resources below walk through each part of that experience, from foundational concepts to the step-by-step signing process.
Some explain how remote online notarization works and why lenders and title companies are adopting digital closings. Others answer common questions about eligibility, technology requirements, and the notarization session.
Together, they provide the context borrowers need to complete their closing online with confidence.
Intro to Proof
What it is
An introduction to Proof and how the platform enables borrowers to sign and notarize important closing documents online instead of meeting a notary in person. It explains how the platform verifies identity, connects borrowers with a commissioned notary, and creates a secure record of the notarization process.
When to use it
Start here to understand what Proof is, how digital closings work, and what you can expect when completing your signing online.
What Is Remote Online Notarization (RON)?
What it is
A simple overview of remote online notarization and how the online signing experience works. It explains how borrowers connect with a notary through live audio and video, complete identity verification, review documents, and sign during a secure online session.
When to use it
Review this resource to understand the basics of remote online notarization and how the digital signing process works before your closing.
Remote Online Notarization (RON) FAQ for Borrowers
What it is
A detailed FAQ covering common questions borrowers have about signing online, including eligibility, technology requirements, identity verification, the notarization session, and how documents are delivered after signing.
When to use it
Use this resource if you have questions about how your online closing works or what to expect during the notarization session. It addresses the most common questions borrowers ask before signing.
Incident Priority Levels
Priority Level and Conditions
- 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 (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 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 |