18 NCAC 07J .1209          CONTENT OF ADDITIONAL IPEN SOLUTION DISCLOSURES

An IPEN solution provider's additional disclosures pursuant to Rule .1208 of this Section shall include information regarding:

(1)           records retention:

(a)           whether the IPEN solution retains a copy of the notarized document upon conclusion of the notarial session and, if so, for how long; and

(b)           whether the IPEN solution retains the principal's personal information upon conclusion of the notarial session and, if so, for how long;

(2)           availability:

(a)           projected IPEN solution unavailability due to monthly scheduled maintenance;

(b)           the business hours during which a customer support representative is available for consultation; and

(c)           average wait time during business hours for a response from a customer support representative; and

(3)           the IPEN solution provider's technical issue resolution targets, which shall include:

(a)           categorization of issue severity based on a numeric scale or denoted by single words such as "critical," "high," "medium," and "low;"

(b)           a plain language description of each category; and

(c)           the maximum projected resolution time for issues encountered in each category.

History Note:        Authority G.S. 10B-4; 10B-106; 10B-125(b); 10B-126; 10B-134.15; 10B-134.17; 10B-134.19; 10B-134.21; 10B-134.23;

Eff. July 1, 2025.