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General Info
Training for all Proof platform users
Training for In-House Notaries
Training for all Proof platform users
API Supplement
Data Privacy Supplement
Digital Certificate Supplement
In-House Notary Supplement
Link Supplement
Notary User Supplement
Real Estate Supplement
Subscriber Supplement
U.S. Postal Service Form 1583 Supplement
Partner Terms
Affiliate Partner Terms
Referral Partner Terms
Welcome to

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 our 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 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).
Priority Level
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.
Cumulative On-Demand Notary Availability Downtime
(in a given calendar month as measured by Proof monitoring systems, converted to minutes)
On-Demand Notary Downtime Credit
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
‍(in a given calendar month as measured by Proof monitoring systems)
Platform Downtime Credit
99.9% or higher
No Platform Downtime Credit
97% - 99.9%
1%
95% - 97%
3%
93% - 95%
5%
Below 93%
7%
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