Proactive Monitoring and Enhanced Support

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 available by phone, chat, or email, including 24/7/365 for Critical Issues.

FairWarning Ready Certified Professionals.

HIPAA Security-Trained.

 

Online Customer Community

24/7 online ticketing systems to submit support requests.

Knowledge Base for self service and peer-to-peer resolution.

FairWarning Trust Site updated monthly for support and system status metrics.

Escalations for Critical Issues

Dedicated Customer Success Manager.

Daily Escalation with team members from all departments.

Support and Service Level Agreements

Service Level Agreements

FairWarning Support Team

The FairWarning Support Team is headquartered in Clearwater, Florida, USA, in the US 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 US 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

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