Proof for Business Pro
Troubleshooting FAQs
Contact Support
If you need help with your account or transaction, feel free to contact support. For the best experience when contacting the Support Team, be prepared with the information below 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 Customers Support team is available Monday – Friday: 8 am – 10 pm ET; Saturday & Sunday: 8 am – 7 pm ET
You can start a chat with our team at support.proof.com, or email us at support@proof.com.
Our Customers Support team is available Monday – Friday: 8 am – 10 pm ET; Saturday & Sunday: 8 am – 7 pm ET
You can start a chat with our team at support.proof.com, or email us at support@proof.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)
(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)
(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