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 |