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.

100% FairWarning Ready Certified Professionals.

100% 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 Resolution 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 Work Around Resolution
CriticalCritical production issues affecting all users, complete application failure preventing its use, Cerner connectivity. Level 1 2 Days 5 Days
MajorPersistent issue affecting many users, major functionality loss which produces inaccurate information. Level 2 5 Days 10 Days
MinorSolution performance issues, but does not prevent the use of the system or software. Level 3 10 Days 15 Days
LowInquiries about technical issues, information requests on application, configuration, or installations. Level 4 15 Days 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.

On-Premise Hardware: FairWarning Server

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

Offsite storage of the backed up data is the best practice used in the FairWarning customer community and it’s critical to disaster recovery and restoration in the event of a catastrophe. Arrangements and costs associated with offsite storage are the Customer’s responsibility. FairWarning recommends using 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 (1) copied from the staging directory on the customer’s FairWarning server to a backup directory and (2) GNU zipped into a single file for the week.

The files can be digitally signed. They 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

For on-premise systems, the MySQL database is backed up once a week as a full backup. These files are encrypted and stored in a backup folder and retained for 2 weeks.

For software-as-a-service systems, FairWarning performs a daily system snapshot and this is retained for a 14-day period.

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.

Once you have a Signed Order Form for backloading services, you will follow one of the two below processes to back-load data to the FairWarning server appliance.

Case One: If the FairWarning server application can be taken offline for processing 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.
  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 remain available to end users 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 your 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 and 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.

  • 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.

Customers must upgrade to the most current version of FairWarning to allow timely deployment of vulnerability scans and patch management.

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