System Status Metrics
FairWarning is always there for you.
99.95% Availability. The year-to-date percentage of time the customer's application is available for use, outside of scheduled maintenance. (SaaS only)
95.01% Data Integrity. The percentage of data available within the customer’s expectations, as of the previous month-end.
100% Backups. The percentage of valid backups FairWarning customers have available to protect their database against an unrecoverable error, as of the last month. (SaaS only)
*As of January 2021
Monthly Support Metrics
Numbers don’t lie. FairWarning’s Application Services team regularly responds to and resolves issues, on average, within published SLAs.
Level 1 - Critical
Initial Response
Resolved
Level 2 - Major
Initial Response
Resolved
Level 3 - Minor
Initial Response
Resolved
Level 4 - Low
Initial Response
Resolved
As of January 2021. All numbers within FairWarning’s SLAs are highlighted in green. Average based on business hours.
Critical — Critical production issues affecting all users; complete application failure preventing its use; Cerner connectivity.
Major — Persistent issue affecting many users; major functionality loss, which produces inaccurate information.
Minor — Solution performance issues but does not prevent the use of the system or software.
Low — Inquiries about technical issues; information requests on application, configuration, or installations.
Please visit our FairWarning support page for service-level details or to create a support ticket.
Security & Compliance
FairWarning protects your critical data while complying with the following regulatory organizations:
AICPA
SOC 2 Type 2 – Our solutions and business have received SOC 2 Type 2 certification. This includes recurring testing such as Zed Attack Proxy (ZAP) Penetration Testing and Nessus Vulnerability Scans of the operating system and application.
CMS
Promoting Interoperability – Patient Privacy Intelligence is part of the Electronic Health Record and must be certified so care providers can collect Meaningful Use (MU) funds. InfoGard Laboratories performed our certification testing.
DEA
Electronic Prescribing for Controlled Substances (EPCS) – Patient Privacy Intelligence is involved in the prescribing process in certain circumstances and must be certified in a DEA-EPCS Certification Audit.
GDPR
The General Data Protection Regulation (GDPR) significantly expands the privacy rights granted to individuals, and it places many new obligations on organizations that handle personal information. GDPR establishes rules for how companies, governments, and other entities can process the personal data of data subjects in the European Union (EU).
HIPAA
Office for Civil Rights’ (OCR) Health Insurance Portability and Accountability Act (HIPAA) audits – Because of their scale, our care provider customers have been extensively scrutinized by the OCR and have successfully demonstrated satisfaction of key HIPAA requirements using our Patient Privacy Intelligence platform.
OWASP
Open Web Application Security Project (OWASP) – On a recurring basis, we conduct OWASP application security testing to detect common vulnerabilities.
Salesforce
Salesforce Cloud Security Certification – Our application is certified by Salesforce’s extensive testing for cloud security in order to appear in the AppExchange.
Eagle
Court Cases and Lawsuits – Our platform has withstood the extreme scrutiny of countless court cases which required eDiscovery. In each case, data integrity was a crucial consideration. Information security certifications for a business associate, as well as their technology, are crucial for care providers evaluating breach and OCR audit risks.
