Proof Business Pro Technical Troubleshooting FAQs
The Proof Business Pro Technical Troubleshooting FAQs provide guidance on contacting support—including required information and availability hours—define priority levels for incidents based on business impact, and outline conditions for closing help-desk tickets depending on the severity of the issue.
Troubleshooting FAQs
Contact Support
If you need help with your account or transaction, you can contact support. For the best experience when contacting the Support Team, be prepared with the following information to help troubleshoot the issue:
- The email address used to log in to Proof
- The task you're trying to complete
- A screenshot of any error message you encountered
- The browser type and version you're using to access Proof
- The device type and operating software version you're using to access Proof
The Proof platform and the Notarize Network are operational 24 hours per day, every day of the year.
Customer Support is available:
- Monday – Friday: 8 am – 10 pm ET
- Saturday & Sunday: 8 am – 7 pm ET
You can start a chat with the team at support.proof.com, or email at 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 is unavailable.
Level 2: Significant Business Impact
- The incident partially affects the functionality of the services (or component thereof), but can be circumvented so that most significant functionality 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 is insignificant and has no significant effect on usability.
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 the subscriber’s designated contact for such incident), and the 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 Percentage and 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 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 |