Proof Real Estate Academy
The Proof Real Estate Academy provides step-by-step knowledge articles and customer resources for real estate signers, offers additional support through a dedicated Support Center and live chat available daily with specified hours, categorizes incidents into three priority levels based on business impact, and outlines specific conditions for closing help-desk tickets depending on the incident severity.
Real Estate Proof Academy
Each section includes a list of knowledge-based articles which you can follow step by step, as well as customer-facing resources that you can share with your signers. You can find additional resources on the Real Estate Support Center, which has a robust collection of articles that explain the platform and its various features.
For immediate assistance, please contact our Support Team via the blue chat button at the bottom of support.notarize.com. Agents are available to assist you during the following hours:
- Monday – Friday: 8 am – 10 pm ET
- Saturday & Sunday: 8 am – 7 pm ET
For non-urgent matters, you can also email support@notarize.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 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%
- 361-480 minutes: 3%
- 481-600 minutes: 5%
- 601 minutes or greater: 7%
Platform Availability Percentage (per calendar month)
- 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 |