Proof for Business Pro | Frequently Asked Questions
The Proof Business Pro FAQ provides detailed guidance on account setup, feature use, and advanced workflows, including definitions of incident priority levels—ranging from critical to minimal business impact—and specifies that help-desk tickets are closed upon full resolution for Levels 1 and 2, while Level 3 tickets close either upon resolution or after 10 business days following Proof’s communication of a proposed solution.
Frequently Asked Questions for Proof Business Pro
Welcome to the Proof Business Pro FAQ! This resource is designed to help you get the most out of your Business Pro account by answering common questions about setup, features, account management, and advanced workflows.
From onboarding your team to integrating with your existing tech stack, we’ve compiled the key information you need to streamline document execution, boost operational efficiency, and maintain compliance. If you don’t see what you’re looking for, our support team is always here to help.
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)
- Up to 240 minutes: No On-Demand Notary Downtime Credit
- 241-360 minutes: 1% credit
- 361-480 minutes: 3% credit
- 481-600 minutes: 5% credit
- 601 minutes or greater: 7% credit
Platform Availability Percentage (per calendar month)
- 99.9% or higher: No Platform Downtime Credit
- 97% - 99.9%: 1% credit
- 95% - 97%: 3% credit
- 93% - 95%: 5% credit
- Below 93%: 7% credit
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
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.
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.
Subscriber Supplement
The Subscriber Supplement, effective March 31, 2026, outlines terms for Subscribers accessing Services via Subscription Plans, specifying non-exclusive, non-transferable use during the Subscription Period—defined by Order Form or site/app activation—with responsibilities for compliance, potential suspension for violations, and auto-renewal provisions for plans activated through Order Forms.
Technical Account Manager Service Description
The Technical Account Manager (TAM) Service provides Subscribers with a dedicated, trained Proof specialist who understands their unique account and business processes to proactively monitor and manage technical health, swiftly resolve escalated issues, support lifecycle changes, and serve as a direct liaison to Proof product experts, ensuring minimized risk and maximized uptime under the governance of Proof's General Terms.
Proof Business Pro Document Preparation FAQs
Proof Business Pro allows users to upload PDF documents under 30MB each (totaling up to 500MB per transaction), supports customer uploads via EasyLink workflows, enables document preparation and tagging with fillable fields including white-text tagging upon request, and permits replacing or merging documents during transaction creation while ensuring notarization validity by requiring full documents rather than just signature pages.
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.