System Status Metrics

Provides information on availability, performance, and integrity.

99.867%

Availablility

The year-to-date percentage of time that the customer’s application is available for use, outside of scheduled maintenance.

SaaS Only
98.55%

Data Integrity

The percent of data that is available within the customer’s expectations, as of the previous month-end.

96.5%

Backups

The percentage of valid backups that FairWarning customers have available to protect their database against an unrecoverable error, as of the last month.

SaaS Only
*As of April 2019

Monthly Support Metrics

How quickly, on average, (in business hours) FairWarning’s Applicatioin Services team responds to and resolves issues.

 Priority
 Level 1
  Level 2
  Level 3
  Level 4
 Severity
 Critical
 Major
 Minor
 Low
 Initial Response
0.86
6.61
5.08
25.33
 Resolved
0.97
18.39
172.98 
64.61
*As of March 2019 all our numbers are within our SLA’s and therefore highlighted in green.

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.

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.

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.

Please visit our FairWarning support page for service level details, which also provides you the ability to create a support ticket if needed.

Security & Compliance

How FairWarning protects your data and the certifications that we have earned.