Someone accountable for production, day and night.
We run what we built or inherited: monitoring, on-call, incident response, and integration upkeep, with response times by severity written into the agreement and coverage across US day and night.
What is included
- Monitoring and alerting for your applications, infrastructure, and integrations.
- On-call and incident response, with a named rotation and response times by severity in the agreement.
- Patching, dependency updates, and backup restore tests on a schedule.
- Integration upkeep when the EHR, an API, or a partner system changes.
- A monthly report: incidents, changes, risks, and what we recommend next.
Coverage
US-based staff cover the US day, and our engineers in Armenia cover the US night, so someone who knows your system is working while your team sleeps. For clients whose contracts or state laws require it, only US-based employees who are US citizens access PHI and production systems.
How it is scoped
Each agreement lists the systems we are responsible for and the response time for each severity. We work in your cloud and code accounts, so you can see and revoke our access at any time. See Trust.
Production Operations FAQ
What response times do you commit to?
Response times by severity are written into each agreement, including around-the-clock response for production-down incidents when the agreement includes it.
Who works on our production systems?
Named engineers on a written on-call rotation. US-based staff cover the US day and our engineers in Armenia cover the US night. For clients that require it, only US-based employees who are US citizens access PHI and production.
Is this priced per engineer?
No. The agreement covers a defined set of systems and response times, not a number of people.