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FairWarning® Support and Service Level Agreements
This document outlines the FairWarning® Support and Service Level Agreements customers can expect. The Support and Service Level Agreements outlined in this document cover telephone call support hours, as well as technical support and service as it relates to software, hardware, monitoring, data back-up and data back-loading.
At FairWarning® Support, our goals are completely aligned to the FairWarning® Inc. focus on customer success. This document is designed to cover our telephone call support hours, as well as technical support and service as it relates to the software, hardware, monitoring, data back-up and data back-loading.
The fastest, most efficient way to work with FairWarning® on any issues or requests is to email Support@FairWarningAudit.com.
FairWarning® Support Team
The FairWarning® Support Team is located in St. Petersburg, Florida U.S.A in the US Eastern Time Zone (UTC/GMT -5 hours).
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Coverage Hours
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FairWarning® Support Initial Response Time
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Monday through Friday
7 AM to 6 PM
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Response within two (2) hours by a qualified support technician
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Saturday and Sunday
8 AM to 4 PM
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Response within eight (8) hours by a qualified support technician
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Major US Holidays
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Response within sixteen (16) hours by a qualified support technician
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FairWarning® Support Team Response Time Commitments Related to Software
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Error Type
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Work Around
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Resolution
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Failure - The error relates to the complete failure of the System or Software and prevents its use.
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2 Days
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4 Days
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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
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2 Days
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15 Days
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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 accurate information
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5 Days
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Next minor release
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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.
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5 Days
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Next minor release
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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.
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10 Days
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As appropriate
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Questions pertaining to usage or clarification of documentation
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2 Days
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As appropriate
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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 high availability 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.
SUN Microsystems provides support 24/7/365. Customer may contact SUN, or request that FairWarning® initiate support assistance on their behalf; trouble severity level and onsite technical expertise often dictate appropriate course of action.
SUN Support Procedure:
• Contact Sun at 1-800-USA-4SUN 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.
• SUN support and service level agreements begin upon ticket creation. FairWarning® has found customers can expect a Sun Technician to contact them within 24 hours. Technicians ask general questions about the trouble, and, if necessary, SUN dispatches a technician the following business day.
FairWarning® Enterprise Server Support is provided by phone 8AM – 6PM Central time Monday through Friday. Customer may contact MBX, or request that FairWarning® initiate support assistance on their behalf; trouble severity level and onsite technical expertise often dictate appropriate course of action.
FairWarning® Enterprise Server Support Procedure:
• Contact MBX at 1-888-440-1617 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.
• MBX support and service level agreements begin upon ticket creation. FairWarning® has found customers can expect a MBX Technician to contact them within 24 hours. Technicians ask general questions about the trouble, and, if necessary, MBX dispatches a technician the following business day.
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@FairWarningAudit.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@FairWarningAudit.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):
- 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.
- 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).
- The process will run until all the files have been processed (times vary depending on file size).
- On average six (6) months of data will take from 4 hours to 48 hours depending on the volume of data.
- Customers will receive a final email confirmation from Support@FairWarningAudit.com when the back-loading process is complete.
- 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:
- 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.
- Create a new staging directory named BACKUP_YEARMONTHDAY and notify FairWarning®.
- FairWarning® Support will work with the customer team to process the files after business hours or on the weekend.
- 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.
- Customers will receive a final email confirmation from Support@FairWarningAudit.com when the back-loading process is complete.
- 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 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.
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