System Status Metrics
Provides information on availability, performance, and integrity.
The year-to-date percentage of time that the customer’s application is available for use, outside of scheduled maintenance.
The percent of data that is available within the customer’s expectations, as of the previous month-end.
The percentage of valid backups that FairWarning customers have available to protect their database against an unrecoverable error, as of the last month.
*As of September 2020
Monthly Support Metrics
How quickly, on average, (in business hours) FairWarning’s Application Services team responds to and resolves issues.
*As of September 2020 all our numbers are within our SLA’s and therefore highlighted in green.
Critical — Critical production issues affecting all users, complete application failure preventing its use, Cerner connectivity.
Major — Persistent issue affecting many users, major functionality loss which produces inaccurate information.
Minor — Solution performance issues, but does not prevent the use of the system or software.
Low — Inquiries about technical issues, information requests on application, configuration, or installations.
Please visit our FairWarning support page for service level details, which also provides you the ability to create a support ticket if needed.