Premier Onboarding Service Description
The Premier Onboarding Service offers Proof Subscribers up to twelve hours of remote, time-and-materials consulting by Proof’s Solution Engineering team during business hours to facilitate rapid and effective use of the Proof Platform through activities such as validating business objectives and planning, with additional hours billable upon consent and governed by Proof’s General Terms or any separately negotiated agreements.
Objectives
The Premier Onboarding Service (the “Onboarding Service”) is designed to provide Proof Subscribers with a straightforward and cost-effective approach to start using the Proof Platform quickly and effectively. This Premier Onboarding Service Description describes the Onboarding Service in more detail. The Onboarding Service includes access to Proof’s Solution Engineering organization to consult and assist with onboarding. The performance of the Onboarding Service is governed by the Proof General Terms. Capitalized terms not otherwise defined have the meanings given in the General Terms, the Proof Glossary, or the Premier Onboarding Service Description. In the event that Subscriber has separately negotiated an agreement in lieu of the General Terms, that separately negotiated agreement shall govern the Onboarding Service.
The Onboarding Service shall be delivered as a time and materials engagement, not to exceed twelve (12) hours, without Subscriber's prior written consent via a mutually agreed change authorization between the parties (“Engagement Term”). Additional hours beyond the Engagement Term shall be invoiced monthly in arrears at the rate reflected on the Order Form. The Onboarding Service shall be delivered remotely in its entirety and during business hours of 8 AM to 5 PM Eastern Time Monday to Friday (“Business Hours”).
Approach and Activities
The following activities are included within the scope of the Onboarding Service, as the project dictates and time allows. Not all activities will necessarily be performed.
Architecture Discovery and Planning Phase
A discovery and planning session is typically delivered first. Proof Solution Engineering will meet with Subscriber executive stakeholders to:
- Validate Subscriber business objectives and their vision in the context of their use case(s)
Proof Solution Engineering will further meet with Subscriber’s application owner, application architect, or any required business stakeholders to:
- Gather information about the Subscriber environment and requirements
- Plan architecture design, deployment, and configuration roll-out
- Determine key architectural design decisions that may affect other implementation details
- Plan training session delivery, as applicable
Architecture Design and Implementation Assistance Phase
Once the Architecture Discovery and Planning Phase is completed, Proof Solution Engineering will deliver remote consulting engagements, typically including the following, as time allows:
- Provide real-world subject matter expertise to assist in design guidance for the solution
- Provide configuration guidance for the Proof Platform
- Provide technical product expertise around endpoint usage, change management workflows, and document tagging best practices
- Assist with the implementation of the API
- Provide all necessary access documentation and testing materials/resources
Launch Support Phase
- Provide a list of recommendations to further enhance the solution as part of future Subscriber deployments (as applicable)
- Provide knowledge transfer on:
- Security principles and practices
- Architecture and design best practices
- Automation and controls
- Product deployment, configuration, and usage
- Organizational alignment best practices
- Record sessions of discussion and/or strategy development for posterity
Outcomes
By the end of the engagement, the following outcomes are expected to be achieved:
- All phases are complete but the hours required to achieve completion will not exceed twelve (12)
- Basic and advanced configurations and rules meeting requirements are defined
- Proof solution is implemented for the primary target use case and is deployed to production. Notwithstanding the foregoing, Proof is not responsible for completing the implementation if the configuration or operation of a Subscriber system or application prevents completion of the implementation
- Go-live deployment review is complete
- At least one Subscriber employee is trained and enabled as a Proof Subject Matter Expert (SME) to own relevant design decisions for the Subscriber moving forward. Proof recommends Subscriber build a written or recorded playbook of the Proof workflow which is made available to Subscriber’s administrators and users (Proof can help with this documentation upon request).
- Landing page within Subscriber’s workflow clearly outlines for Subscriber’s customers how the flow works and what to expect (Proof can help with this documentation upon request)
- Business goals agreed upon with the Subscriber’s executive stakeholders during the Architecture Discovery and Planning Phase are achieved
Prerequisites and Assumptions
In order for the Onboarding Service to be successful, the following prerequisites and assumptions are made:
- Subscriber will have a pre-production environment replicating production, with the ability to generate a load representative of the load in production
- Subscriber agrees to commit application architects and other application subject matter experts responsible for the applications to work with Proof Solution Engineering for the duration of the engagement
- Subscriber agrees to commit the appropriate technical resources for the duration of the delivery engagement, including the technical resources with administrator access to all systems potentially involved in the workflow
- Subscriber agrees to assign a Technical Project Manager to be the point person to work with Proof Solution Engineering and help coordinate the delivery of activities
- Subscriber agrees to attend regular status review meetings with Proof Solution Engineering, as needed
- Hours not used within sixty (60) days following the date of the execution of the Order Form with which this Premier Onboarding Service Description is associated will expire without the right of a refund
Warranty
The Onboarding Service will be performed in a professional and workmanlike manner. The Proof Solution Engineering team operates and provides services during Business Hours using commercially reasonable efforts to resolve any issues related to the objectives outlined in this Premier Onboarding Service Description. For the avoidance of doubt, Proof and the Solution Engineering team do not make any guarantees or warranty as to the results that may be obtained upon the completion of this Onboarding Service engagement or from Subscriber’s use of the Onboarding Service.
Ownership
Except for the rights expressly granted under this Premier Onboarding Service Description, Proof retains all right, title, and interest in and to the Onboarding Service, including all related intellectual property rights. Proof will own all rights, title, and interest in any work product produced as part of the Onboarding Service (“Work Product”), including all intellectual property rights. Proof grants to Subscriber a worldwide, non-exclusive, non-transferable, non-sublicensable right to use the Work Product solely for Subscriber’s internal business purpose and solely with the Onboarding Service separately licensed.
Priority Level and Incident Management
Priority Level
- 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 and Platform Availability
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 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 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 |
Personal Information Categories, Sources, Purposes, and Retention
| Personal Information Category | Source(s) of Collection | Business or Commercial Purpose(s) for Collection/Use | Third Parties, Service Providers, and Contractors Receiving Personal Information Category | Retention Period |
|---|---|---|---|---|
| Personal Identifiers (e.g., name, address, SSN, etc.) | Directly from you; indirectly from you as you navigate or use our Services; notaries; data analytics providers; social networks; advertising networks; internet or mobile service providers; counterparties in a transaction; credential analysis companies; identity verification services. For job applicants: directly from you; background check providers; recruiters; recruiting software providers. | Provide you with our Services; communicate with you; protect and secure our environment; verify, maintain, improve, upgrade, or enhance a product or service; identify and repair errors; advertise or market to you. For job applicants: assess your application; satisfy legal obligations. | Affiliates; advertising networks; social networks; technology service providers; customer relationship management providers; payment processors; mobile application platforms; tag management platforms; video sharing platforms; notaries; customer support platforms; data analytics providers; marketing platforms; mobile linking platforms; counterparties in a transaction; single sign-on providers; collaboration software providers; customer engagement and communication platforms; identity verification and anti-fraud solution providers; background screening companies; mortgage process digitization providers; electronic signature and digital transaction management providers; financial services companies; web mapping platforms. | The length of your business relationship with us plus any legally required additional retention period for this category of Personal Information following conclusion of your business relationship with us or as long as business needs require, whichever is longer. |
California Customer Records Personal Information | Directly from you; counterparties in a transaction; credential analysis companies; identity verification services. For job applicants: directly from you; background check providers; recruiters; recruiting software providers. | Provide you with our Services; communicate with you; protect and secure our environment; verify, maintain, improve, upgrade, or enhance a product or service; identify and repair errors; advertise or market to you. For job applicants: process your application; satisfy legal obligations. | Affiliates; advertising networks; social networks; technology service providers; customer relationship management providers; payment processors; mobile application platforms; tag management platforms; customer support platforms; data analytics providers; marketing platforms; mobile linking platforms; counterparties in a transaction; collaboration software providers; customer engagement and communication platforms; identity verification and anti-fraud solution providers; background screening companies; mortgage process digitization providers; electronic signature and digital transaction management providers; financial services companies; web mapping platforms. | The length of your business relationship with us plus any legally required additional retention period for this category of Personal Information following conclusion of your business relationship with us or as long as business needs require, whichever is longer.
Characteristics of protected classifications under California or federal law | Directly from you; indirectly from you as you navigate or use our Services; notaries; data analytics providers; social networks; advertising networks; internet or mobile service providers; counterparties in a transaction; credential analysis companies; identity verification services. For job applicants: directly from you; background check providers; recruiters; recruiting software providers. | Provide you with our Services; communicate with you; protect and secure our environment; verify, maintain, improve, upgrade, or enhance a product or service; identify and repair errors; advertise or market to you; meet our legal obligations. | Affiliates; advertising networks; social networks; technology service providers; customer relationship management providers; payment processors; mobile application platforms; tag management platforms; video sharing platforms; notaries; customer support platforms; data analytics providers; marketing platforms; mobile linking platforms; counterparties in a transaction; collaboration software providers; customer engagement and communication platforms; identity verification and anti-fraud solution providers; background screening companies; mortgage process digitization providers; electronic signature and digital transaction management providers. | The length of your business relationship with us plus any legally required additional retention period for this category of Personal Information following conclusion of your business relationship with us or as long as business needs require, whichever is longer.
Commercial information | Directly from you; indirectly from you as you navigate or use our Services; notaries; data analytics providers; social networks; advertising networks; internet or mobile service providers; counterparties in a transaction. | Provide you with our Services; communicate with you; protect and secure our environment; verify, maintain, improve, upgrade, or enhance a product or service; identify and repair errors; advertise or market to you; meet our legal obligations; maintain transaction records. | Affiliates; advertising networks; social networks; technology service providers; customer relationship management providers; payment processors; mobile application platforms; tag management platforms; video sharing platforms; notaries; customer support platforms; data analytics providers; marketing platforms; mobile linking platforms; counterparties in a transaction; collaboration software providers; customer engagement and communication platforms; identity verification and anti-fraud solution providers; mortgage process digitization providers; electronic signature and digital transaction management providers; financial services companies; web mapping platforms. | The length of your business relationship with us plus any legally required additional retention period for this category of Personal Information following conclusion of your business relationship with us or as long as business needs require, whichever is longer.
Biometric information | Directly from you; indirectly from you as you navigate or use our Services; internet or mobile service providers; credential analysis companies; identity verification services. | Provide you with our Services; communicate with you; protect and secure our environment; verify, maintain, improve, upgrade, or enhance a product or service; identify and repair errors; meet our legal obligations; maintain transaction records. | Affiliates; technology service providers. | The length of your business relationship with us plus any legally required additional retention period for this category of Personal Information following conclusion of your business relationship with us or as long as business needs require, whichever is longer.
Internet and other electronic network activity information | Indirectly from you as you navigate or use our Services; data analytics providers; social networks; advertising networks; internet or mobile service providers. | Provide you with our Services; detect security incidents; protect against malicious, deceptive, fraudulent, or illegal activity; verify, maintain, improve, upgrade, or enhance a service or device that is owned or controlled by us; identify and repair errors; advertise or marketing to you; perform analytics. | Affiliates; advertising networks; social networks; technology service providers; customer relationship management providers; payment processors; mobile application platforms; tag management platforms; video sharing platforms; customer support platforms; data analytics providers; marketing platforms; mobile linking platforms; single sign-on providers; collaboration software providers; customer engagement and communication platforms; identity verification and anti-fraud solution providers; mortgage process digitization providers; electronic signature and digital transaction management providers; financial services companies; web mapping platforms. | The length of your business relationship with us plus any legally required additional retention period for this category of Personal Information following conclusion of your business relationship with us or as long as business needs require, whichever is longer.
Geolocation data | Indirectly from you; devices you use to access our Services; data analytics providers; social networks; advertising networks; internet or mobile service providers. | Provide you with our Services; protect and secure our environment; verify, maintain, improve, upgrade, or enhance a product or service; identify and repair errors; advertise or market to you. | Advertising networks; social networks; technology service providers; customer relationship management providers; mobile application platforms; tag management platforms; video sharing platforms; customer support platforms; data analytics providers; marketing platforms; mobile linking platforms; collaboration software providers; customer engagement and communication platforms; identity verification and anti-fraud solution providers; web mapping platforms. | The length of your business relationship with us plus any legally required additional retention period for this category of Personal Information following conclusion of your business relationship with us or as long as business needs require, whichever is longer.
Sensory data (audio, electronic, visual, thermal, olfactory, or similar information) | Directly from you; indirectly from you as you navigate or use our Services; internet or mobile service providers; credential analysis companies; identity verification services. | Provide you with our Services; communicate with you; protect and secure our environment; verify, maintain, improve, upgrade, or enhance a product or service; identify and repair errors; meet our legal obligations; maintain transaction records. | Affiliates; technology service providers; counterparties in a transaction. | The length of your business relationship with us plus any legally required additional retention period for this category of Personal Information following conclusion of your business relationship with us or as long as business needs require, whichever is longer.
Professional or employment-related information | Directly from you; notaries; data analytics providers; social networks; advertising networks; counterparties in a transaction; credential analysis companies; identity verification services. For job applicants: directly from you; background check providers; recruiters; recruiting software providers. | Provide you with our Services; communicate with you; protect and secure our environment; verify, maintain, improve, upgrade, or enhance a product or service; identify and repair errors; advertise or market to you. For job applicants: process your application. | Affiliates; advertising networks; social networks; technology service providers; customer relationship management providers; payment processors; mobile application platforms; tag management platforms; video sharing platforms; notaries; customer support platforms; data analytics providers; marketing platforms; mobile linking platforms; counterparties in a transaction; collaboration software providers; customer engagement and communication platforms; identity verification and anti-fraud solution providers; background screening companies; mortgage process digitization providers; electronic signature and digital transaction management providers; financial services companies. For job applicants: barring any legally required additional retention period, up to 7 years for non-hired applicants. | The length of your business relationship with us plus any legally required additional retention period for this category of Personal Information following conclusion of your business relationship with us or as long as business needs require, whichever is longer.
Non-public education information (as defined in the Family Educational Rights and Privacy Act) | For job applicants: directly from you; recruiting software providers; background check providers; recruiters. | For job applicants: process your application. | Affiliates; background screening companies; technology service providers. For job applicants: barring any legally required additional retention period, up to 7 years for non-hired applicants. |
Inferences drawn from any of the information identified above to create a profile about you | Indirectly from you; devices you use to access our Services; data analytics providers; social networks; advertising networks; internet or mobile service providers. | Provide you with our Services; advertise or market to you; perform analytics; maintain, improve, upgrade, or enhance a product or service. | Affiliates; advertising networks; social networks; technology service providers; customer relationship management providers; mobile application platforms; tag management platforms; video sharing platforms; customer support platforms; data analytics providers; marketing platforms; mobile linking platforms; collaboration software providers; customer engagement and communication platforms; web mapping platforms. | The length of your business relationship with us plus any legally required additional retention period for this category of Personal Information following conclusion of your business relationship with us or as long as business needs require, whichever is longer.