Proof for Title Pro FAQ
The Proof Title Pro FAQ provides detailed guidance on account setup, feature use, advanced workflows, and online closing, including definitions of incident priority levels—ranging from critical to minimal business impact—and specifies that help-desk tickets are closed upon full resolution implementation or, for minimal impact issues, after 10 business days without subscriber response following Proof’s resolution communication.
Frequently Asked Questions
Welcome to the Proof Title Pro FAQ! This resource is designed to help you get the most out of your Title Pro account by answering common questions about setup, features, account management, advanced workflows, and closing online.
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 and Incident Conditions
Priority 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.
Priority 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.
Priority 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 (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 Provided, Max Timeframe for Resolution |
|---|---|---|---|
| Level 1 | 1 hour | 8 hours | 36 hours |
| Level 2 | 4 hours | 24 hours | 5 days |