How Does FairWarning Support My Application?

FairWarning provides multiple layers of proactive “always on” service monitoring. We replaced the industry’s “break-fix” model in late 2015 and transformed into a service company that fixes very small problems before they become big ones. After years of investing in Health Check Monitoring technology, security, processes, and proactive personnel, we have achieved this level of service.

Proactive Monitoring and Enhanced Support

Data Integrity Monitoring

Data Integrity Monitoring

  • Proactive monitoring for file delivery errors, data downloads, job failures, application uptime, database performance, and hardware & service checks
  • Proactive monitoring for storage growth
  • Proactive monitoring for audit and authoritative data integrity to avoid changes after clinical or cloud application upgrades

Support Personnel

Support Personnel

  • Support available by phone, chat, or email, including 24/7/365 for Critical Issues
  • FairWarning Ready Certified Professionals
  • HIPAA Security-Trained

Online Customer Community

Online Customer Community

  • 24/7 online ticketing system to submit support requests
  • Knowledge Base for self-service and peer-to-peer resolution
  • FairWarning Trust Site updated monthly with support and system status metrics

Escalations for Critical Issues

Escalations for Critical Issues

  • Dedicated Customer Success Manager
  • Daily Escalation with team members from all departments

Email UsCreate a support ticket

Support and Service Level Agreements

FairWarning Support Team

The FairWarning Support Team is headquartered in Clearwater, Florida, USA, in the U.S. Eastern Time Zone (UTC/GMT -5 hours). The FairWarning support team is available via phone, email, or chat within the application. Our coverage hours are 7:00 AM to 6:00 PM EST.  For Level 1 Priority issues only, please refer to the table below for coverage hours.

Coverage Hours FairWarning Support Initial Response Time for Level 1 Priority Issues
Monday through Friday
7 AM to 6 PM EST
Response within two (2) hours by a qualified support technician
Saturday and Sunday
8 AM to 4 PM EST
Response within eight (8) hours by a qualified support technician
Major U.S. Holidays Response within sixteen (16) hours by a qualified support technician

FairWarning Support Team Target Response Times Related to Software Problems

FairWarning will use commercially reasonable efforts to respond to each case within the target times described in the table below, depending on the severity level set on the case.

Severity and Problem Type Priority Response Time Work Around
CriticalCritical production issues affecting all users, complete application failure preventing its use, Cerner connectivity. Level 1 See above table 2 Days
MajorPersistent issue affecting many users, major functionality loss which produces inaccurate information. Level 2 3 Days 5 Days
MinorSolution performance issues, but does not prevent the use of the system or software. Level 3 5 Days 10 Days
LowInquiries about technical issues, information requests on application, configuration, or installations. Level 4 As appropriate  As appropriate

*Please note that time commitments do not apply if the problem is caused by the customer or another software application (e.g., incorrect permission sets, denials of platform API access, etc.)

Please visit our FairWarning Trust site for a real-time view of our current support and service metrics.

Learn more about FairWarning’s Hardware, Backups, and Security