System Status Metrics

Provides information on availability, performance, and integrity.

99.815%

Availablility

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

SaaS Only
97.8%

Data Integrity

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

100%

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 November 2019

Monthly Support Metrics

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

 Priority
 Level 1
  Level 2
  Level 3
  Level 4
 Severity
 Critical
 Major
 Minor
 Low
 Initial Response
2.33
15.13
17.77
19.71
 Resolved
3.44
20.21
46.15
21.09
*As of November 2019 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.

Security & Compliance

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