+1.214.519.8644 Help Center

 

Licensing & Purchasing FAQ

A Simple and Transparent Purchasing Model

 

ProofHQ is different from most companies when it comes to how we sell software. Our goal is to build high performance, reliable and secure software with transparent and fair pricing. To do this, we rely on a slightly different sales model. Here’s what makes it different:

  • A sales team that is there to support your purchase, not force features on you that you don’t need.
  • Free and fully functional hosted trials that include technical and sales support.
  • A huge library of online resources to help your evaluation, including recorded demos, tours, documentation, and common questions, all available 24/7.
  • Training through our Success Start program.
  • One common Terms of Service that covers all our Editions.
  • Easy purchasing online within your account or through your ProofHQ account executive using our simple Order Form.

We’re here to help at any time, so please contact us.

 

Evaluations

  1. Can I evaluate ProofHQ for free before purchasing it?
  2. How can I get an extension on my evaluation account?
  3. Is ProofHQ available to install on my own server?
  4. After I evaluate ProofHQ, how can I purchase the product?

Pricing and Discounts

  1. How much do ProofHQ products cost?
  2. What training solutions are available?
  3. Does ProofHQ offer any discounts?
  4. Are there any discounts for government organizations?
  5. Are there any discounts for academic institutions?
  6. Does ProofHQ offer reseller discounts?

Terms of Service

  1. Our legal department would like to make some changes to your Terms of Service. Is that ok?
  2. Your Terms of Service refers to the grant of publicity rights to ProofHQ. What does that mean? Can we change that?
  3. Your Terms of Service allows you to change the Terms of Service at any time? Can we lock down the Terms of Service on the date we sign the Order?
  4. Your Terms of Service allows you to change your pricing at any time? Can we lock down pricing on the date we sign the Order?
  5. Your Terms of Service allows you to temporarily suspend our account? Why can’t we have the right to be given advance notice?
  6. Your Terms of Service allows you to collect and aggregate data from all customers. Why is this?
  7. Your Terms of Service has its jurisdiction in the United Kingdom. Can I change this to the United States?

Ordering

  1. What is the process for ordering ProofHQ products?
  2. How can I request a quote?
  3. How can I pay an outstanding invoice?
  4. How can I submit a purchase order (PO number) to ProofHQ?
  5. Can I request a quote or invoice in a currency other than US Dollars?
  6. Are there any applicable taxes?

Payments & Refunds

  1. Which payment methods are accepted, and what are your payment terms?
  2. My Visa debit card is showing two transactions, it looks like I was charged extra?
  3. How can I pay an outstanding quote or invoice?
  4. I am in Europe. Will your bank transfer details work for my USD payment to you?
  5. After an order has been placed, how and when will the account be activated?
  6. Can I get a refund after purchasing a license?
  7. Can I cancel my account?

US Taxes

  1. Will you apply US sales tax to my order?
  2. I’m a Reseller located in a taxable US state, but I’m buying on behalf of a customer who is not located in a taxable US state. Will US sales tax apply?
  3. Why am I seeing a US sales tax on my invoice?

Value Added Tax (VAT)

  1. Why are you applying VAT to my order?
  2. Do you include VAT or Sales Tax in the prices listed on the website?
  3. The VAT on my order form is shown in US Dollars. Where can I find the equivalent tax in GBP?
  4. I’ve never had to pay VAT on my orders before, what has changed?
  5. VAT was applied to my order, however I can now supply my valid VAT ID. How can I obtain a refund for the VAT portion of my payment?
  6. I am a Reseller located in a taxable country, but I am buying on behalf of a customer who is not located in a taxable country. Will VAT apply?
  7. How do I update my My ProofHQ account to include my VAT Number?

Support

  1. What kind of support does ProofHQ offer?
  2. What are the benefits of the Unlimited Edition Service Level Agreement?
  3. When does support start?

Service Level Agreement (SLA)

  1. What kind of SLA does ProofHQ offer?

Product Updates

  1. What kind of SLA does ProofHQ offer? Can I choose note to accept software updates?
  2. Do all updates apply to all Editions?

Licensing

  1. How are users counted in ProofHQ licenses, as named or concurrent?
  2. What are the conditions for a ProofHQ Academic License?
  3. What are the conditions for a ProofHQ Community License? How can I apply?
  4. What are developer licenses, how are they used?

Managing My Account

  1. How do I update the email address on My ProofHQ?
  2. How can I change the billing and administrative contacts for my ProofHQ account?
  3. Can I have invoices emailed to someone who is not a ProofHQ user?
  4. How do I change the credit card for my ProofHQ account?
  5. How can I update contact information on my ProofHQ account?
  6. How can I change or reset my ProofHQ password?
  7. Where can I access my invoices?

Upgrading Server Licenses

  1. What upgrade paths are available?
  2. How can I purchase or request a quote for additional users in my current Edition?
  3. How do I upgrade from one Edition to another?
  4. When does my upgrade begin?

Downgrading Licenses

  1. What downgrade paths are available?
  2. How can I downgrade the number of users in my current Edition?
  3. How do I downgrade from one Edition to another?

Customizations and Professional Services

  1. What customizations can be made to ProofHQ?
  2. Can I request a feature?
  3. Does ProofHQ have a professional services team who can assist with on-site training and implementation?

 

 

Evaluations

 

1. Can I evaluate ProofHQ for free before purchasing it?

Yes, you can evaluate ProofHQ for at least 14 days (up to 30 days) before purchase, allowing you to see and use ProofHQ software before you proceed with a purchase. ProofHQ provides a fully functional Standard Edition account for evaluation. Enterprise and Unlimited edition features are available upon request. Just contact your ProofHQ account executive if you would like to have the features of the Enterprise and Unlimited editions enabled for your trial.

 

To sign up for an evaluation account, simply go to ProofHQ website and click the “Free trial” option. Then follow the steps:

  1. On the Free trial page populate the form with your basic details and click the “Start your free trial” button to proceed.
  2. We will send you an email with a confirmation link.
  3. Click the link to activate your account. This also will automatically log you in and you will be navigated to your Dashboard.

If you can’t find your activation email in your inbox, please check your spam folder first. If you have any troubles with accessing your account please get in touch with our Support team at support@proofhq.com so they could assist.

 

All evaluation accounts include access to our technical support resources.

 

To activate your commercial license at any time during your free trial, you will simply add your payment details to the Billing section of your account.

 

2. How can I get an extension on my evaluation account?

We’re happy to extend your ProofHQ 14 days trial period for up to 30 days free. Here’s how to extend your evaluation account online:

  1. Login to your ProofHQ Account
  2. Go to the Settings menu and then to the Billing page
  3. Click the “Extend my trial” button.

The additional 14 days will be added to your trial period right away. This trial extension option can be used only once and the “Extend my trial” button will disappear once clicked, but if you need more time for evaluation please get in touch with our team at extendmytrial@proofhq.com to discuss the details.

 

3. Is ProofHQ available to install on my own servers?

ProofHQ is a fully hosted Software as a Service (SaaS) application. We do not distribute any software for installation on customer servers.

 

As a SaaS business model, we have built an application that allows our customers to avoid the large initial investment in IT infrastructure and the day-to-day responsibility of maintaining that infrastructure. This allows for faster deployment times, speeding up time-to-value.

 

ProofHQ customers all share the same provider infrastructure, which centralizes and automates administration and updates as they are released. ProofHQ provides enterprise grade security and reliability, with built-in disaster recovery and encryption to ensure your data is protected. In addition, ProofHQ provides customization capabilities to meet specific needs, and instant scalability allows you to increase or decrease the number of users over time, giving you the flexibility you need to scale your business.

 

4. After I evaluate ProofHQ, how can I purchase the product?

You can purchase ProofHQ at any time via the your ProofHQ account executive.

 

If you want to purchase online, you can purchase any of the paid plans within your current edition. By default the Standard edition is available on the evaluation accounts, so you can purchase any paid plan within the Standard edition. If you have requested access to the Enterprise or Unlimited during a trial, you can purchase a paid plan within those editions. To purchase your paid subscription online:

  1. Log into your ProofHQ account.
  2. Go to Settings and then to the Billing page.
  3. Click the “Change plan” button.
  4. In the pop-up select your desired users count in the current edition section and click the “Choose plan” button to proceed.
  5. In the “Payment info” screen enter your Billing address details and select your payment method.
  6. Click “Next” to navigate to the order confirmation screen.
  7. Review all the details and click “Submit order” to apply the changes.

Your request will be processed right away and your first invoice will be issued and emailed to you. If the Credit Card is selected as be payment method we will collect the payment automatically on purchase.

 

You can find the detailed steps on how to activate your subscription on our Help page.

 

Please note: You need to be set as a Billing Administrator on your ProofHQ account to have access to the Billing page.

 

If you would like to purchase a different edition to the one that you are currently on, please use the “Contact us for pricing” button in the “Change plan” pop-up to request additional information for your desired edition. Your ProofHQ account executive will get back to you and will be happy to provide all the information to help you get up and running.

 

 

Pricing and Discounts

 

1. How much do ProofHQ products cost?

Current pricing information is always available from your ProofHQ account executive.

 

2. What training solutions are available?

ProofHQ offers instructor-led training courses called the Success Start program. Each course is delivered in our virtual classroom (via GoToMeeting) privately for each customer. Please visit the Success Start page for further details.

 

3. Does ProofHQ offer any discounts?

We do not offer any discounts. Our goal is make an awesome application available at the best price, and to treat every customer equally. We like to build discounts directly into the prices we share openly with everyone so there’s no guessing or uncertainty around what you’re buying and how much it costs.

 

4. Are there any discounts for government organizations?

Discounts are not offered to government organizations (unless you are a provider of primary, secondary or tertiary education in which case you would qualify for ProofHQ’s academic pricing). Government organizations purchasing ProofHQ software are required to purchase commercial licenses.

 

5. Are there any discounts for academic institutions?

Academic pricing is available to qualified academic institutions.

 

6. Does ProofHQ offer reseller discounts?

ProofHQ does offer reseller discounts. Discounts are only offered to official ProofHQ reseller partners. For information about our partner program, please contact partners@proofhq.com.

 

 

Terms of Service

 

1. Our legal department would like to make some changes to your Terms of Service. Is that ok?

With ProofHQ’s current price structure, we are unable to make any changes to our Terms of Service. If you consider our pricing model and the costs of creating and managing individual agreements with each of our customers, you can begin to understand our position. Maintaining a standard Terms of Service with all of our customers allows us to focus our resources on meeting our obligations under these agreements, and delivering a great service to you. Please also keep in mind that our Terms of Service has been very carefully authored to be fair to both you and us.

 

There may be some issues that are not covered here or on the rest of this page. If so, please feel free to contact your ProofHQ account executive.

 

2. Your Terms of Service refers to the grant of publicity rights to ProofHQ. What does that mean? Can we change that?

ProofHQ lists a small number of our customers on our website as examples of organizations using our software. All other disclosures about our customers (customer testimonials, case studies, etc.) are done so only after collaborating with and obtaining permission from our customers.

 

If you don’t want us to mention your company name at all, just contact your ProofHQ account executive and we’ll add you to our list of companies requesting not to be party to any disclosures or forms of publicity (including our customer lists on our website).

 

3. Your Terms of Service allows you to change the Terms of Service at any time? Can we lock down the Terms of Service on the date we sign the Order?

Our objective is to provide a simple Terms of Service that is fair to both you and us. We are regularly improving our terms of service, primarily for your benefit. As you can imagine, it would be administratively difficult, and expensive, to have several thousand customers operating on multiple versions of our Terms of Service. It would be equally difficult and expensive to get agreement from multiple customers before updating our Terms of Service. We do therefore need the ability to update our Terms of Service at any time. Clearly, it would not be in our interests to introduce onerous new terms, as we would not risk negative feedback from from the very customers whose business we value.

 

4. Your Terms of Service allows you to change your pricing at any time? Can we lock down pricing on the date we sign the Order?

We do need to retain the right to increase prices at our discretion, but we would never force a price increase on a customer. We are continually improving the application, including adding new features, levels of service, security, etc.  However, you are protected because no price increase takes place until the end of the then current Billing Period. All price increases are notified to the Billing Administrators in your account. This means that you have the option to cancel your Contract before the end of the then current Billing Period if you do not accept the price changes. We believe that this is a fair and practical solution.

 

5. Your Terms of Service allows you to temporarily suspend our account? Why can’t we have the right to be given advance notice?

We take system performance and security very seriously. If we suspect that an individual customer may be acting in a way that compromises performance or security for other users we need to be able to act quickly. However, we do commit to only exercising this right to the minimum extent reasonably necessary to prevent a threat to our service.

 

6. Your Terms of Service allows you to collect and aggregate data from all customers. Why is this?

We do this so that we can help you benchmark your performance against their peers. All aggregate data is anonymized.

 

7. Your Terms of Service has its jurisdiction in the United Kingdom. Can I change this to the United States?

Customers may request a change of jurisdiction to Delaware in the United States. To do this, please contact your ProofHQ account executive and we will add a note to the Notes section of your Order Form specifying the change of jurisdiction.

 

 

Ordering

 

1. What is the process for ordering ProofHQ products?

Signed Orders

Signed orders can be placed via your ProofHQ account executive. The order consists of an Order Form containing details of the Edition and Plan that you will be purchasing, plus any services and add-ons. The Order Form contains a link to our Terms of Service online. Once we receive your signed order and your account has been activated, an invoice will be sent via email and will be available online in your account. You can add credit card details to the Billing section of your account or the invoice can be paid by direct bank transfer. Please note that we do not accept, and have no process for banking, mailed checks

 

Account activation will be available within a business day or or two of the signed order being received.

 

Online Orders

Online orders can be placed via the secure online Billing section of your ProofHQ account. Once that is done, an invoice will be sent via email and will be available online in your account. You can add credit card details to the Billing section of your account, or provide credit card details to our support team by phone, or the invoice can be paid by direct bank transfer. Please note that we do not accept, and have no process for banking, mailed checks

 

Account activation will be immediate.

 

2. How can I request a quote?

Requesting an obligation-free quote is easy! Just contact your ProofHQ account executive for pricing.

 

3. How can I pay an outstanding invoice?

You can pay an outstanding invoice by adding credit card details to the Billing section of your account, or providing credit card details to our Finance team by phone. You can also pay by direct bank transfer. You can find bank payment details on the first page of your invoice and on our How to pay page.

 

4. How can I submit a purchase order (PO number) to ProofHQ?

Before signing an order form, please let your Account Executive know if you need a PO number referenced to update your order form and invoice. The PO number will appear on your order form and invoice and will be sent in PDF format via email. The invoice will be available online in your account.

 

ProofHQ is happy to reference a PO number on an order form or invoice for your internal tracking and record keeping. However, we do not accept purchase orders as form of payment nor the terms and conditions commonly associated with purchase orders. Your account is activated while payment is being arranged, but the invoice must be paid within our payment terms. We are able to keep our prices low by offering a standard Terms of Service to all our customers and do not offer commercial credit.

 

Our payment terms are Net 14-days and we accept payment by bank transfer and credit card. Details can be found on the first page of each invoice. If payment is not received within the time for payment, your account will be suspended pending payment.

 

5. Can I request a quote or invoice in a currency other than US Dollars?

In order to keep our processes as simple as possible, and our pricing as low as possible, the only currency that we use is US Dollars (USD). We do not issue quotes or invoices in other currencies.

 

Customers in the United Kingdom will see VAT on their invoices shown in both USD and Pounds Sterling (GBP), as it is a legal requirement in the United Kingdom to show VAT in Pounds Sterling (GBP).

 

United Kingdom VAT is calculated using an exchange rate that includes a currency fluctuation margin.

 

6. Are there any applicable taxes?

ProofHQ is a United Kingdom-based company. As such, ProofHQ must collect VAT from all United Kingdom based customers. ProofHQ will collect VAT from customers within the European Union who have not supplied a valid VAT ID, in accordance with EU tax legislation.

 

Tax Treaties: As a United Kingdom company, ProofHQ is exempt from withholding taxes in some countries like the United States. For compliance reasons, U.S. customers may wish to obtain a copy of the W-8BEN-E form, which is available for you to download.

 

Prices may be affected by organizations based in countries that do not have an income tax treaty with the United Kingdom and are therefore required to impose withholding taxes. If this applies to you, United Kingdom taxation law requires us to provide proof of tax withheld. As such, we will require documentation from you which states the amount of tax withheld (your tax office should be able to supply the relevant documents). Please contact your ProofHQ account executive to discuss the potential implications.

 

 

Payments & Refunds

 

1. Which payment methods are accepted, and what are your payment terms?

ProofHQ accepts the following payment methods:

 

Credit card* (MasterCard, Visa or American Express) via the Billing section of your ProofHQ account, or for one-off payments via telephone through our Finance team.

 

Bank transfer, which can take up to 7 business days to clear through our banking facilities.

 

We do not accept mailed checks. We have no facility to receive or process checks.

 

ProofHQ’s payment terms are strictly Net 7-days. We will activate your account prior to receipts of payment, but if payment is not received within 7 days your account will be suspended .

 

* Credit card is the only acceptable form of payment for monthly ProofHQ subscriptions.

 

2. My card is showing two transactions, it looks like I was charged extra?

ProofHQ charges in USD, in some cases your card company may consider ProofHQ to be an overseas company and charge an overseas transaction fee. We recommend contacting your bank to see ask why this has happened and request a refund of the fee.

 

3. How can I pay an outstanding invoice?

If you have any outstanding invoices in your account please contact our Finance team as soon as possible to avoid any interruptions to your service. You can pay an outstanding invoice by credit card or by bank transfer. You can find complete payment details on the first page of each invoice and on our How To Pay page.

 

If you have the Credit Card selected as your payment method we collect the payments automatically for each transaction. If you have any outstanding invoices it means that your card was declined and you do one of the following:

  • Update your Credit Card details
  • Add a new Credit Card to your ProofHQ account
  • Contact your Credit Card provider and authorize the ProofHQ payments (if the payments are being blocked e.g. due to international nature of the transactions)

Once this is completed please get in touch with our Finance team so they can process the outstanding payments again.

 

If you have Bank transfer selected as your payment method and you know that the payment has already been made at your end, please send your bank’s payment confirmation to our Finance team so they could update our records. Once the payments are received the team will mark the outstanding invoices as paid.

 

You can check the status of each of your invoices at any time in the Billing history section of your ProofHQ account.

 

4. I am in Europe. Will your bank transfer details work for my USD payment to you?

Only European bank accounts issue IBANs. The SWIFT number and the bank account number that we provide in the invoice will be sufficient for our bank to identify your payment.

 

5. After an order has been placed, how and when will the account be activated?

If you use the online order process, your account will be activated immediately.

 

If you use the manual order process through our sales team, our support team will contact you once the account has been activated.

 

6. Can I get a refund after purchasing a license?

Yes, provided that your proofHQ account has not been used you can request a refund up to 30 days after original date of order. After the 30-day period refunds will not be available.

 

To request a refund within 30 days of order, please contact our Finance Team.

 

7. Can I cancel my account?

You can cancel your subscription at any time. However, this can only be actioned if there are no outstanding invoices on your account.

 

To cancel your ProofHQ account, please follow the instructions below:

  1. Log in to your ProofHQ account.
  2. Open the Billing page – you need to be a Billing Administrator on your account to access this area.
  3. If you want to cancel a Satellite account subscription make sure the right account is selected from the drop-down menu.
  4. Click the Close account button to open the request pop-up.
  5. Confirm your decision – you’ll be asked to enter your ProofHQ password before submitting your account closure request.
  6. Click “Close account” button to complete your order.
  7. Your account will close right away and all the users and proofing data will be removed from the system

You’ll find the detailed steps on our Help page.

 

Please note: The ProofHQ subscription will be terminated immediately after submitting the online request and you will not be invoiced again. No credit is offered for canceling an account prior to the end of a billing cycle.

 

To request a refund during the first 30 days of paid service (following an evaluation), please contact our Sales Team.

 

 

US Taxes

 

1. Will you apply US sales tax to my order?

Yes, ProofHQ (A Workfront Company) will collect US state sales tax for customers that do qualify for sales tax when purchasing our product.

 

2. I’m a Reseller located in a taxable US state, but I’m buying on behalf of a customer who is not located in a taxable US state. Will US sales tax apply?

US sales tax is calculated for the end user. If the reseller agreement is to have ProofHQ generate the invoices for the reseller, there will be sales tax. Otherwise, the reseller is responsible for generating the invoice and collecting the sales tax.

 

3. Why am I seeing a US sales tax on my invoice?

While ProofHQ is a UK company, sales tax is still payable based on the location of the customer and prevailing US state tax laws. Sales tax will be applied to all invoices that qualify for sales tax in their respective locations.

 

 

Value Added Tax (VAT)

 

1. Why are you applying VAT to my order?

ProofHQ is a UK company and, as such, ProofHQ must collect VAT from all United Kingdom based customers.

 

In accordance with EU legislation, VAT will not be applied to invoices to EU business customers who provide us with a valid VAT ID prior to the time of payment.

 

Please pass your VAT ID along with the signed Sales Order to your Account Executive, and we will include this information when issuing your invoice.

 

You can add/modify your VAT ID in the Billing section of your account and the changes will be applied to your next invoices. If you want to add or update your VAT ID in your existing invoices, please contact our Finance team at finance@proofhq.com.

 

For more details on VAT and invoicing please see our How to pay help page.

 

2. Do you include VAT or Sales Tax in the prices listed on the website?

No, the prices listed on our website do not include any VAT or sales tax. VAT or sales sax will show up when you proceed through the checkout page.

 

3. The VAT on my order form is shown in US Dollars. Where can I find the equivalent tax in GBP?

The equivalent tax in GBP will be displayed on the final invoice.

 

This is because exchange rates fluctuate constantly and the equivalent tax in the non-USD currency cannot be determined until issue of the invoice.

 

4. I’ve never had to pay VAT on my orders before, what has changed?

From time to time, domestic governments introduce new taxes or apply VAT to new taxable items through new legislation.

 

5. VAT was applied to my order, however I can now supply my valid VAT ID. How can I obtain a refund for the VAT portion of my payment?

Generally VAT will be applied to all VAT-applicable invoices where a valid VAT ID has not been provided to ProofHQ at the time of payment.

 

However if a valid VAT ID covering the period of the purchase can be supplied, please contact our Finance team at finance@proofhq.com to arrange for the refund of your purchase within 30 days of payment.

 

After that time, customers with a valid VAT ID may claim a refund for VAT paid on business expenses directly from your local tax authority via your business VAT return. You do not need to self-assess VAT on this transaction again under the reverse charge system.

 

6. I am a Reseller located in a taxable country, but I am buying on behalf of a customer who is not located in a taxable country. Will VAT apply?

For Resellers, the application of the VAT is based on the location of the Reseller and not the location of the customer. If no valid VAT ID has been supplied at the time of order, then the VAT rate of the Reseller’s country will be automatically applied to the order.

 

7. How do I update my ProofHQ account to include my VAT Number?

Visit your the Billing section of your ProofHQ account. Enter your VAT Number in the Vat ID field of the Billing contact and address section. Clicking anywhere outside the text field will save the changes. All the new invoices will have this VAT Number included.

 

If you want to update any of your existing invoices to include the VAT Number, make sure that this information is entered correctly in the Billing contact and address section and then contact our Finance team at finance@proofhq.com so they can send you the updated documents.

 

 

Support

 

1. What kind of support does ProofHQ offer?

Global Support is available 24/5 via phone, recommended for critical issues, as well as Help Center and Email for less urgent issues. ProofHQ’s Global Support can help with any of your technical support needs such as:

  • defects with/degradation of application services
  • system performance issues
  • account updates
  • information on best practices
  • information on features and functionality

 

Support Plan Feature Standard Enterprise Unlimited
Self-help resources support  list list  list
Online ticket creation list list list
Availability 24 x 5 24 x 5 24 x 5
Initial Response Times (P1/P2) 1hr / 4hr 1hr / 4hr 30min / 1hr
Phone Support 24 x 5 24 x 5
Development Escalation Priority  list
Post-incident report requests  list
Service Level Agreement  list

 

2. What are the benefits of the Unlimited Edition Service Level Agreement?

The ProofHQ Unlimited Edition includes a comprehensive enhanced Service Level Agreement. This goes beyond the support and service levels included in our standard Terms of Service. This enhanced SLA is a contractual commitment by ProofHQ to deliver higher levels of support and service. This includes:

  • 99.9% availability
  • 24/5 telephone and email support desk availability
  • Development escalation priority
  • 1 hour response time on Critical support issues

In the unlikely event that we fail to deliver to these objectives, we provide the Service Credits listed below:

  • Uptime Credits: issued if the monthly uptime percentage falls within a range that is below our stands for high-performance application (see Table 1).
  • Support Response and Resolution Time Credits: issued if ProofHQ does not meet the response time, work around or final fix targets specified (see Table 2).

In both parts of the Enhanced SLA, credits are issued for additional days’ use of ProofHQ.

 

Table 1

Service Level
(Monthly Uptime Percentage)
Uptime Credits
 < 99.9% — ≥ 99% 1
 < 99.0% — ≥ 95% 2
 < 95% 3

 

Table 2

Priority Service Credits
P1 3
P2 2
P3 1

 

3. When does support start?

Support will start when your evaluation account is activated.

 

 

Service Level Agreement (SLA)

1. What kind of SLA does ProofHQ offer?

 

 

Support Plan Feature Standard Edition Enterprise Edition Unlimited Edition
Self-help resources support list list list
Online ticket creation list list list
Support Availability 24 x 5 24 x 5 24 x 5
System Uptime 99.9%
Initial Response/ Final Resolution Times (P1) 1hr / 5d
Initial Response/ Final Resolution Times (P2) 2hr / 15d
Initial Response/ Final Resolution Times (P3) 4hr / 30d
Phone Suppoert 24×7**
Named Contacts 1

 

 

Product Updates

 

1. Can I choose not to accept software updates?

Our product continues to evolve via frequent and significant updates. These are applied automatically to your account. Wherever possible new features will be configurable, so you can turn them on and off in your Administration module.

 

2. Do all updates apply to all Editions?

Some updates will only apply to certain Editions.

 

 

Licensing

 

1. How are users counted in ProofHQ licenses, as named or concurrent?

A user is by definition any account with the permission to log into the application. A named user with this permission is counted towards the user limit, whether logged in to the application or not. Our licensing model is not based on concurrent users.

 

2. What are the conditions for a ProofHQ Academic license?

The following organizations are eligible for a ProofHQ Academic License:

  • Educational institutions: Public or private K-12, vocational schools, correspondence schools, junior colleges, colleges, universities, or scientific or technical schools that are accredited by a national accrediting agency.
  • Administrative offices & boards of education: Provincial, district, regional, national and state administrative offices and authorities of the Educational Institutions defined above.
  • Public libraries
  • Home-school programs
  • Research institutes that are affiliated with an accredited university.
  • Teaching hospitals that are affiliated with an accredited university.
  • Training and teaching organizations that are accredited by a statutory government qualifications body.

An Academic License provides a 50% discount on any ProofHQ plan within any edition.

 

Proof of accreditation or affiliation may be required when ordering an ProofHQ Academic License.

 

3. What are developer licenses, how are they used?

Developer licenses are available to ProofHQ integration partners who wish to deploy non-production installations for use in testing and development of the ProofHQ software (e.g. third party product integrations, third party plug-ins, etc) that should not be done on a purchased account.

 

This license is provided free of charge.

 

The technical contact for the license should follow these steps:

  • Contact the ProofHQ partner team at partners@proofhq.com.
  • Sign a Partnership Agreement with ProofHQ.
  • Set up a ProofHQ trial and notify your ProofHQ Partner manager, following which the trial account will be changed to a Developer account.

If you require multiple Developer licenses, we can provide you with a promo code that automatically converts any trial account that you create into a Developer account.

Developer licenses must not, under any circumstances, be used for production or commercial purposes.

 

 

Managing My Account

 

1. How do I update my email address on ProofHQ?

All ProofHQ accounts use an email address for the user name. To change your Primary email address use these steps:

  1. Log into your ProofHQ account using your existing ProofHQ login (email address).
  2. Go to Settings menu and then to Personal Settings page.
  3. Click “Edit” link next to the current primary email address and enter your new email address.
  4. Once you save the changes we will send you the confirmation email.
  5. Follow the instructions in the email notification to confirm your new Primary email address.

Check your spam settings if you can’t see the confirmation email in your inbox. Also get in touch with our Support team at support@proofhq.com so they could assist.

 

Changing your Primary email address will not affect your current proofing processes and all the proofs shared with your old email address will remain accessible.

 

2. How can I change the billing and administrative contacts for my ProofHQ account?

To modify the users’ permissions and grant them access to the Billing and Account Settings pages, any existing Billing Administrator and Administrator will follow these steps:

  1. Log into your ProofHQ account
  2. Go to Settings menu and then to the Account Settings page.
  3. In the Account Settings page open the “Users” tab and click on the name of a user that you wish to upgrade to Administrator or Billing Administrator.
  4. On the User details page select the right permissions profile from the drop-down menu.
  5. Save the changes by clicking anywhere outside the edited field

Follow the same steps to downgrade the users’ permissions and block their access to the Billing and Account Settings pages. See our Help page for the detailed description of the available profiles.

 

Users can be upgraded to the Billing Administrators by the existing Billing Administrators only.

 

To set the main Billing Administrator for your account, any existing Billing Administrator will follow the steps

  1. Log into your ProofHQ account.
  2. Go to Settings and then to the Billing page. If you want to make changes for a Satellite account make sure that the right account is selected from the drop-down menu on the top of the page.
  3. In the “Billing contact and address“ section click on the “Billing contact“ field to activate the drop-down and select the main Billing contact person.
  4. Save the changes by clicking anywhere outside the edited field.

You can set multiple Billing Administrators on your account, so they could have full access to all areas of the system, including the Billing page, but only one user can be set as the main Billing contact who receives all the billing related notifications.

 

There is no main administrative contact to configure on the ProofHQ account and you can have multiple Administrators. All the important system updates and alerts are sent to all the Administrators and Billing Administrators on the account.

 

3. Can I have invoices emailed to someone who is not a ProofHQ user?

You can set an additional email address for all the billing notifications (invoices, usage warnings, payment notices). To do this go to Settings and then to the Billing page. Enter an email address or your choice in the “Billing CC“ field of the Billing contact and address“ section. Currently only one email address can be set in this field.

 

4. How do I change the credit card for my ProofHQ account?

The Billing Administrator can update that the credit card on their account.

  1. Log into your ProofHQ account.
  2. Go to Settings and then to the Billing page. If you want to make changes for a Satellite account make sure that the right account is selected from the drop-down menu on the top of the page.
  3. Click the “Change payment details“ button
  4. In the Payment details pop-up enter your new Credit Card details and save the changes.

The new card will be charged automatically upon your next transaction.

 

If you have any outstanding invoices because your original Credit Card was declined, update your card details or enter a new one as described above and get in touch with our Finance team at finance@proofhq.com so they could process the outstanding payment for you (these outstanding payments are not re-processed automatically upon the Credit Card details update).

 

5. How can I update contact information on my ProofHQ account?

Your personal contact information is managed on your Personal Settings page. To update your ProofHQ profile:

  1. Log into your ProofHQ account.
  2. Go to the Settings menu and then to the Personal Settings page
  3. Make the desired changes on your profile screen, then click “Save Changes”.

Please note that you will not be able to modify your profile permissions if your current permissions are not sufficient.

 

If you want to change your Primary email address simply edit your current email address on the Personal Settings page and follow the instructions. You’ll find the detailed steps on our Help page.

 

If you’re using multiple email addresses you can add them as aliases to your ProofHQ profile. You can read more about this on our Help page.

 

Your company address information is managed on the Account Settings page. The Administrators can update these details at any time.

  1. Log into your ProofHQ account.
  2. Go to the Settings menu and then to the Account Settings page.
  3. Make the changes in the Account details changes.

Please note that this address is not used for the billings. To modify the Billing address that appears on the invoices:

  1. Go to the Settings menu and then to the Billing page.
  2. Make the desired changes in the “Billing contact and address” section – activate the text fields by clicking on them, clicking anywhere outside the edited field will save the changes.

 

The new billing information will be included on all the new invoices. If you want to update your billing address on the existing invoices, make sure that all the address details on the Billing page are correct and then get in touch with our Finance team at finance@proofhq.com so they could send you the updated documents.

 

6. How can I change or reset my ProofHQ password?

To change your password:

  1. Log into your ProofHQ account.
  2. Click the “Change password“ option available in the top Overview menu bar in your Dashboard
  3. Enter your current and new password in the Change password screen and save the changes.

The link to the Change password page is also available in your Personal Settings.

 

To reset your password:

  1. Go to your ProofHQ login page and click the “Forgot password“ link, or go to the Reset password page directly.
  2. Enter the email address associated with your account, then click “Get link”.
  3. We will send you an email with a link that enables you to reset your password.

Please note: If you have the Single Sing-On enabled on your account the options to change or reset the ProofHQ password will not be available.

 

7. Where can I access my invoices?

Billing Administrators can log in to their ProofHQ account and review their current subscription details, change payment details, request upgrades and downgrades and download the invoices. All the invoices for the subscriptions can be found on the Billing page in the Billing history section.

  1. Log into your ProofHQ account.
  2. Go to Settings and then to the Billing page. If you want download an invoice issued for a Satellite account make sure that the right account is selected from the drop-down menu on the top of the page.
  3. Scroll down to the “Billing history“ section and select the “Download PDF Invoice“ option from the drop-down menu to the right of the selected invoice.

The invoices for the additional services like e.g. Success Start, Custom pages are not displayed on the Billing page. If you want to receive a copy of such invoice, please contact our Finance team at finance@proofhq.com.

 

 

Upgrading Server Licenses

 

1. What upgrade paths are available?

Upgrade pricing can be found on the Billing page in the Change plan pop-up.

  1. Log into your ProofHQ account
  2. Go to Settings and then to the Billing page.
  3. Click the “Change plan” button and in the pop-up you will see all the upgrade options and pricing for your current edition.
  4. Select your desired users count in your current edition section to see the plan price.

If you want to learn more about the prices of the other editions use the “Contact us for pricing button” under your selected edition to request a quote. Your Account Manager will get back to you and will be happy to provide all the information.

 

2. How can I purchase or request a quote for additional users in my current Edition?

Billing Administrators can purchase or request an upgrade to get additional users.

To purchase additional users online:

  1. Log into your ProofHQ account.
  2. Go to the Settings menu and then to the Billing page
  3. Click the “Change plan“ button.
  4. In the “Current plan” section of the pop-up select the new user limit from the drop-down.
  5. Click the “Choose plan” option to proceed.
  6. In the next screen review your billing information and choose your payment method.
  7. Click “Next” to move to the confirmation screen.
  8. Review your order and click the “Submit” button to apply the changes.

Upgrade takes immediate effect so the additional user slots will be added to your account right away and a new invoice will appear in the Billing history section of your Billing page. If you selected Credit Card as your payment method we will process the payment as soon as you confirm your order.

 

To purchase an upgrade manually, or request a quote, please contact your account manager. If you are not sure who your account manager is, please contact our Support team at support@proofhq.com and they will route your query accordingly.

 

3. How do I upgrade from one Edition to another?

Changes between the editions are currently not available online. If you want to upgrade your account to a higher edition request a quote via your Billing page:

  1. Log into your ProofHQ account.
  2. Go to the Settings menu and then to the Billing page.
  3. Click the “Change plan“ button.
  4. In the pop-up select your desired user limit in the higher edition section.
  5. Click the “Contact us for pricing” button to send a quote request.

Your Account Manager will get back to you with a quote and will provide all the required information. Once you agree with the terms and conditions your order will be processed and you will receive a confirmation email. Manual upgrade process may take up to 24 hours.

 

To get an upgrade quote you can also contact your Account Manager directly. If you are not sure who your account manager is, please contact the Support team at support@proofhq.com so they could route your request

 

Please note: Upgrades are set on the accounts right away. This is when a new invoice is issued and all the features from your selected higher edition are switched on .

 

If you selected a lower user limit in your higher edition, the most recently added users will be deactivated. Therefore, if you want to select which users should remain active, deactivate the users of your choice prior to the downgrade date.

 

4. When does my upgrade begin?

If you upgrade within the same edition and you purchase online, your upgrade will begin immediately.

 

If you request a manual upgrade (within the same edition or to a higher edition), your order will be processed within 24 hours and you will be notified by email that your account has been upgraded.

 

 

Downgrading Licenses

 

1. What downgrade paths are available?

You can downgrade the number of users in your current Edition, or downgrade from one Edition to another at any time. Downgrades take place at the start of the next billing period.

 

 

Please note: You will not be able to request a downgrade if there are any outstanding invoices on your ProofHQ account.

 

2. How can I downgrade the number of users in my current Edition?

Billing Administrators can purchase or request a reduction in the number of users.

 

To downgrade users online:

  1. Log into your ProofHQ account.
  2. Go to the Settings menu and then to the Billing page
  3. In the Billing history section make sure that all your existing invoices are paid.
  4. Click the “Change plan“ button.
  5. In the “Current plan” section of the pop-up select the new, lower user limit from the drop-down.
  6. Click the “Choose plan” option to proceed.
  7. In the next screen review your billing information and choose your payment method.
  8. Click “Next” to move to the confirmation screen.
  9. Review your order and click the “Submit” button to apply the changes.

To request a downgrade manually, please contact your account manager. If you are not sure who your account manager is, please contact the Support team at support@proofhq.com so they could route your request.

 

If you want to cancel or modify your downgrade request please contact our Support team at support@proofhq.com before the current subscription end date. You can find the details of your current subscription on the Billing page.

 

Please note: Downgrade takes place at the start of the next billing period. This is when a new invoice is issued and sent to the main Billing Administrator, and if the Credit Card is selected as a payment method the registered card will be charged automatically upon the subscription renewal.

 

If your current users count exceeds the new user limit, the most recently added users will be deactivated automatically upon the plan change. Therefore, if you want to select which users should remain active, deactivate the users of your choice prior to the downgrade date.

 

3. How do I downgrade from one Edition to another?

Changes between the editions are currently not available online. If you want to downgrade your account to a lower edition request a quote via your Billing page:

  1. Log into your ProofHQ account.
  2. Go to the Settings menu and then to the Billing page.
  3. Click the “Change plan“ button.
  4. In the pop-up select your desired user limit in the lower edition section.
  5. Click the “Contact us for pricing” button to send a quote request.

Your Account Manager will get back to you with a quote and will be happy to provide all the required information. Once you agree with the terms and conditions a manual downgrade will be configured on your account and you will receive a confirmation email.

 

You can also contact your Account Manager directly. If you are not sure who your account manager is, please contact the Support team at support@proofhq.com so they could route your request

 

Please note: Downgrade takes place at the start of the new billing period. This is when a new invoice is issued and all the features from the higher edition are switched off.

 

If you selected a lower user limit in your new edition, the most recently added users will be deactivated. Therefore, if you want to select which users should remain active, deactivate the users of your choice prior to the downgrade date.

 

 

Customizations and Professional Services

 

1. What customizations can be made to ProofHQ?

As a SaaS product, ProofHQ is delivered as a standard service and cannot be customized at code level. However, ProofHQ’s software is very flexible and configurable via the administration module.

 

In addition, ProofHQ can be customised via the API. This gives you tremendous flexibility to integrate ProofHQ with other applications that you use.

 

2. Can I request a feature?

Of course! Feature requests play an important role in our strategy of open innovation, and enable us to develop a product that provides as much value to our customers as possible. We carefully review all feature requests proposed to us by looking at how often they’ve been requested and how useful we think they’ll be for all our users. The easiest way to submit a feature request is to submit a feature request using our online form here. Simply provide us with your email address, a brief name for the request along with a description of the requirement, background to the problem and the associated workflow if possible. You’re also able to upload screenshots with the request if you think it’ll make things clearer.

 

3. Does ProofHQ have a professional services team who can assist with on-site training and implementation?

ProofHQ has a dedicated professional services team that can help with training and implementation whether on-site or virtually through web-meetings. If you are interested in an on-site implementation, please contact your ProofHQ account executive who will help tailor a program specific to your needs.