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
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 |
| Critical — Critical production issues affecting all users, complete application failure preventing its use, Cerner connectivity. | Level 1 | See above table | 2 Days |
| Major — Persistent issue affecting many users, major functionality loss which produces inaccurate information. | Level 2 | 3 Days | 5 Days |
| Minor — Solution performance issues, but does not prevent the use of the system or software. | Level 3 | 5 Days | 10 Days |
| Low — Inquiries 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
