.fusion-header-wrapper { padding-top: 0px;background: #000dbb !important;} #page-header { display:none;} .fusion-header-wrapper.fusion-is-sticky { visibility: visible;}.post-content {padding-top: 30px;}
/* CSS to help with ACF styling */ .fusion-logo img { opacity: 0; } .fusion-main-menu > ul > li > a { border-color: #444; } .fusion-logo-link { background: url(https://www.fairwarning.com/wp-content/themes/Avada-Child-Theme/images/dark-logos2.png); } .fusion-main-menu .fusion-main-menu-icon:after, .fusion-main-menu .fusion-widget-cart-counter > a:before { color: #696969; } .fusion-header { background-color: #fff !important; } .fusion-header-wrapper { padding-top: 0px; background: #ffffff !important; } .fusion-is-sticky .fusion-main-menu > ul > li > a { font-size: 14px; } .fusion-main-menu > ul > li > a, .fusion-main-menu > ul > li > a .fusion-menu-description { color: #444 !important; } .fusion-main-menu > ul > li > a:hover { color: #444 !important; font-weight: bold; } .fusion-body .fusion-main-menu .current-menu-parent > a { color: #444 !important; font-weight: bold !important; } .fusion-header-wrapper { background: transparent !important; }
/* CSS to help with ACF styling */ #page-header .h1 {color: #444;} #page-header h2.text-color-xsdn-color {color: #444;}
/* CSS to help with ACF styling */ #page-header .h1 {color: #fff;} #page-header h2.text-color-xsdn-color {color: #fff;}
/* CSS to help with ACF styling */ #page-header .h1 {color: ;} #page-header h2.text-color-xsdn-color {color: ;}
/* CSS to help with ACF styling */ #page-header {background-color: #031ac3;}
/* CSS to help with ACF styling */ #page-header {background: #fff url() center center; padding-top: 0px; padding-bottom: 0px; } @media all and (max-width: 4699px) and (min-width: 1925px) { .title-and-subtitle-background-image { padding-top: 3% !important; padding-bottom: 3% !important; } }
/* CSS to help with ACF styling */ #page-header {background: ;}
Support & Service Level Agreements2019-01-16T16:13:54+00:00

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FairWarning Support Team

The FairWarning Support Team is primarily located in Clearwater, Florida, USA, in the US Eastern Time Zone (UTC/GMT -5 hours), with coverage hours below. The FairWarning support team is available via phone, e-mail, or chat within the application.

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

FairWarning Support Team Response & Resolution Time Commitments Related to Software

Error Type Priority Work Around Resolution
Failure – The error relates to the complete failure of the System or Software and prevents its use. Level 1 2 Days 4 Days
Critical Function – The error (i) adversely affects the operation or the System or Software or (ii) significant loss of functionality in the daily single module of the Software and in which (i) or (ii) produces inaccurate information. Level 2 2 Days 15 Days
Major Function – The error (i) adversely affects the operation or the System or Software or (ii) significant loss of functionality in the daily single module of the Software and in which (i) or (ii) does not produce inaccurate information. Level 2 5 Days 15 Days
Performance – The error significantly impairs the performance of either the System or the Software, but does not prevent the use of the System or the Software. Level 3 5 Days 30 Days
Minor – The error creates a loss of functionality or impairs performance in the daily operation of a single module of the System or Software but does not produce inaccurate information. Level 3 10 Days As appropriate
Questions pertaining to usage or clarification of documentation Level 4 2 Days As appropriate

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

On-Premise Hardware: FairWarning Server

FairWarning will provide under separate cover the current server specifications sheet.

An additional FairWarning server can be purchased to act as a backup server and provide a redundant environment or it could be used as a warm standby, depending on the needs and requirements of the installation.

Storage Area Network (SAN) cards can be purchased to offload data to a customer’s server for additional backup capabilities. If the customer does not wish to purchase a SAN card to move the data to their server, other methods to copy the data can be agreed upon. This would typically be a backup utility installed by the customer to copy the data.

Offsite storage of the backed up data is a best practice FairWarning sees across the customer community and is critical to disaster recovery and restoration in the event of a catastrophe. Arrangements and costs associated with offsite storage are the responsibility of the customer. FairWarning recommends the use of a backup agent to pull the weekly backup to a customer storage device that is not local to the FairWarning appliance.

If recovery of the database is needed FairWarning will restore the database from the database backups and the saved audit files. (See “Monitoring” section of this document.) This is done through remote login support at an additional cost.

In the event there is a catastrophic failure at a customer data center, FairWarning allows the customer to relocate the server to an alternative customer site. The customer must notify FairWarning of the relocation within 30 days by emailing Support@FairWarning.com.

Data Backup and Recovery

Audit Sources and Data Files

Each week the data source files are copied from the staging directory on the customer’s FairWarning server to a backup directory and GNU zipped into a single file for the week.

The option to digitally sign these files is available. These files are kept on the server for as long as storage and regulations dictate, typically 1 to 3 years, depending on the size of the data files and a customer’s data retention policy.

MySQL Database

The MySQL database is backed up once a week as a full backup. These files are encrypted and stored in a backup folder and kept for 2 weeks.

Data Back-Loading

Service fees for back-loading data are provided on a per file and per year of history basis. Contact your Customer Success Manager to receive a quote for performing this service.

The following process should be followed to initiate a request to FairWarning Support to back-load data to the FairWarning server appliance for investigative or auditing purposes once arrangements for these services are complete.

Case One: If the FairWarning server application can be taken down for processing (i.e., not used by end users):

  1. The data files for the backload need to be in the same format and use the same naming convention as the current data which is being processed.
  2. The processing will begin at the next scheduled run of the parsing engine for that data source (usually after midnight local time during non-business hours).
  3. The process will run until all the files have been processed (times vary depending on file size).
  4. Customers will receive a final email confirmation from Support@FairWarning.com when the back-loading process is complete.
  5. The main customer contact is responsible to check the data and any relevant reporting capabilities, and report any issues to FairWarning within one (1) business day.

Case Two: If the FairWarning server application must continue to run during regular business hours:

  1. The data files for the backload need to be in the same format and use the same naming convention as the current data which is being processed, but must be placed in a different staging directory.
  2. Create a new staging directory named BACKUP_YEARMONTHDAY and notify FairWarning.
  3. FairWarning Support will work with the customer team to process the files after business hours or on the weekend.
  4. Customers will receive a final email confirmation from Support@FairWarning.com when the back-loading process is complete.
  5. The main customer contact is responsible to check the data and any relevant reporting capabilities, and report any issues to FairWarning within one (1) business day.

FairWarning Server: Security Updates & Patch Procedures

FairWarning provides ongoing vulnerability assessments (through monthly vulnerability scans) and security patch management for CentOS, Red Hat Enterprise, MySQL, Tomcat, and Apache. All security patches are evaluated for criticality, applicability, and impact. Critical and High vulnerabilities are addressed within 5 calendar days of their release. FairWarning evaluates critical, high, and/or important patches within 5 calendar days of release, medium/moderate patches within 14 calendar days of release, and low priority patches within 60 calendar days of release.