Proof Title Pro Technical Troubleshooting FAQs
The Proof Title Pro Technical Troubleshooting FAQs provide detailed guidance on contacting support—including required information, support hours, and contact methods—define priority levels for incidents based on business impact, and outline conditions for help-desk ticket closure to assist users in resolving account or transaction issues efficiently.
Troubleshooting FAQs
Contact Support
If you need help with your account or transaction, 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.
Our teams are available as follows:
- Customer support: Monday – Friday: 8 am – 10 pm ET; Saturday & Sunday: 8 am – 7 pm ET
- Closing operations: Monday – Friday: 7 am – 10 pm ET; Saturday & Sunday: Closed
- Notary onboarding: Monday – Friday: 7 am – 7 pm ET; Saturday & Sunday: Closed
You can start a chat with our team at support.proof.com, or email us at support@proof.com.
Priority Levels
Priority Level Definitions
- 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 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 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 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 |