Support & Service Level Agreements 2017-06-09T19:24:04+00:00

Support & Service Level Agreements

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FairWarning Support Team

The FairWarning Support Team is located in Clearwater, Florida, USA, in the US Eastern Time Zone (UTC/GMT -5 hours).

Coverage Hours FairWarning Support Initial Response Time
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 Time Commitments Related to Software

Error Type Work Around Resolution
Failure – The error relates to the complete failure of the System or Software and prevents its use. 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 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 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. 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. 10 Days As appropriate
Questions pertaining to usage or clarification of documentation 2 Days As appropriate

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 redundanct 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 catastrophy. Arrangements and costs associated with offsite storage are the responsibility of the customer.

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.

Hardware Support is provided as a service to all FairWarning customers. Depending on server architecture and configuration, support is provided according to the following:

HP provides telephone technical support 24/7/365 and 4/13/5 onsite hardware support. Customer may contact HP directly, or request that FairWarning initiate support assistance on their behalf.  Trouble severity level and onsite technical expertise often dictate appropriate course of action.

HP Support Procedure:

  • Contact HP at 1-800-334-5144 to open a Service Request.
  • Provide the serial number of your appliance to the technician, printed on back of appliance or contact FairWarning for your on file serial number.
  • HP support and service level agreements begin upon ticket creation. FairWarning has found customers can expect a HP Technician to contact them within 24 hours. Technicians ask general questions about the trouble, and, if necessary, HP dispatches a technician the following business day.
  • HP provides three years of Hardware Support that offers a 4 hour response time, 13 hours a day, and five days a week through their Proliant DL36XHW support.

FairWarning has experienced very few hardware issues with the server appliance. The few issues have been isolated a redundant hard drive failure and DIMM memory chips and have not affected performance to-date. These hardware failures are identified by an amber warning light on the server.

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.

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 Support@FairWarning.com 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. On average six (6) months of data will take from 4 hours to 48 hours depending on the volume of data.
  5. Customers will receive a final email confirmation from Support@FairWarning.com when the back-loading process is complete.
  6. 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. Because of the timing of when the files will be able to be processed, loading of this data could take from 1 day to 7 days, if weekend processing is required, and is dependent on the amount of and size of the data files to be back-loaded.
  5. Customers will receive a final email confirmation from Support@FairWarning.com when the back-loading process is complete.
  6. 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 security patch management for CentOS, Red Hat Enterprise, MySQL, Tomcat and Apache.  All security patches are evaluated for applicability and impact within 5 calendar days of their release.  FairWarning tests and implements 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.