Tracking and Audit Trail FAQs
The document explains how users can track transaction progress and view detailed audit trails—including signer information, timestamps, locations, verification results, and notarization records—via the My Closings tab and specific transaction details such as summary, recipients, documents, identity verification, meeting recordings, notes, history, and activity logs, with options to download or share completed documents and audit trails.
How can I view the progress of a transaction?
Users can monitor the progress of a transaction by visiting their My Closings tab and reviewing the “Status” column. You can use the search and filter tools at the top of the page to help locate a specific transaction by name or ID, a specific signer, or to filter by completion status.
Users can further review transaction details by clicking into a specific transaction. There, you’ll be able to review details that include:
- Summary: An overview of a specific transaction, including transaction identifiers.
- Recipients: Details about the signer(s) in a given transaction.
- Document: Displays completed document, audit trail, and authentication instructions.
- Identity: Lists each step of the signer verification process and includes the signer ID.
- Meeting: The audio/video recording of the notary meeting, including chat transcript.
- Notes: Features specific instructions given to the notary during transaction creation.
- History: An overview of the transaction status from activation to completion.
- Activity Log: A record of changes made to the transaction by specific users.
For more information, see the Help Center article on downloading or sharing a completed document.
How can I view the audit trail of a transaction?
From the My Closings tab, select the completed transaction and go to the Document tab. Businesses can view or download the audit trail from the Supplementary Merged Documents section.
For more information, see the Help Center article on downloading transaction-level audit trails for organizations.
What does the audit trail include?
Proof provides a comprehensive audit trail for each transaction, including:
- Signer names and email addresses
- Signature timestamps
- Physical locations during notarization
- ID verification outcomes
- Knowledge-based authentication results
- Application of signatures, initials, seals, and digital certificates
Incident Priority Levels and Resolution
Priority Level Conditions
- 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: (i) an incident resolution has been fully implemented, or (ii) 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 and 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 Percentage and 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 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 |