Support Options
Post Go-Live Stabilization
Focused support for the first 30-90 days after go-live, with extended coverage of 7 a.m.-7 p.m. local time.
Ongoing Monthly Support
Business-hours EHR support for practices, clinics and small hospitals, with a set monthly scope.
Overflow & After-Hours
Extra coverage for health systems with an existing service desk. Nights, weekends and peak periods available by arrangement.
Illustrative Response Targets
Monday-Friday, 8 a.m.-5 p.m. Central
Urgent (provider can't log in or chart): response within 1 business hour
High (workflow blocked for a group): response within 4 business hours
Normal: next business day
These are planning targets, not guaranteed service levels. Coverage hours, severity definitions, escalation paths, and response commitments are established in each signed support agreement. Response time is not resolution time.
What We Support
Support Tier I
Frontline EHR Troubleshooting
Direct resolution of common user errors and system issues to keep clinical workflows moving without delay.
Governance
Authorized Access Coordination
Verification and routing of EHR access requests according to client-approved security and SoD policies.
Incident Mgt
Prioritization and Escalation
Logical triage and rapid handover of complex tickets to client application or vendor technical teams.
Insight
Knowledge & Reporting
Creation of knowledge articles and reporting on recurring issues to drive long-term system stability.
This is managed support distinct from staff placements. Coverage hours and response targets are agreed upfront, and all work follows client-approved access procedures to ensure strict security and compliance.
Start With a Scoped Pilot
We begin by scoping a specific clinic or department to pilot agreed coverage hours and review ticket trends together. This approach validates the fit before expanding to a full monthly support agreement. Our reporting provides transparent performance metrics and identifies recurring issues to drive long-term clinical system stability.