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No tier-1 gatekeeping. No "have you tried restarting the engine." You reach integration engineers who know your interfaces and are allowed to act on the estate, rather than file a ticket about it.
We sit behind your team, not in front of your users. You keep the relationship with the clinicians and the vendors. We take the part that requires knowing what an MSH-9 is.
A production backstop. We diagnose, contain, fix and replay, then tell you in plain language what happened and what changed so it doesn't recur.
Design, build, test and document new integrations, including the vendor chasing, the spec that doesn't match reality, and the test evidence your change board wants.
A living inventory of every interface: endpoints, owners, message types, volumes, dependencies. The document you keep meaning to write.
Moving off Rhapsody, Mirth, Cloverleaf, Corepoint, BizTalk or Ensemble, with parity proven by shadowing live traffic, interface by interface.
registry-vxu is retrying with ACK^AE, "VXU-3 invalid". Nothing changed on our side.
Looking. Queue is holding, nothing lost. The registry started rejecting CVX 213 this morning, so it looks like their validation rather than your mapping. No patient data needed to see that, the reject codes are enough.
Confirmed with them. Mapping added for the new code. Replay now, or wait for your morning?
Most of what people want from support is not a response-time number in a contract. It is someone who recognises the problem on sight, and is allowed to do something about it.
Plenty of customers come to us with an estate they have no plans to replace. That's fine. We support what you run, and if Grid ever makes sense we'll say so at the point it does, not before.
Two sessions with whoever knows the quirks. We build the interface inventory, capture the tribal knowledge, and agree how things get escalated.
Scoped, audited access to your engine and monitoring. We add the alarms that should already exist: quiet endpoints, backlog thresholds, error-rate spikes.
We shadow your team through a live week, then take first response on incoming tickets. Your engineers stay in the loop; the difference is they can go to sleep.
What broke, what we fixed, what we'd change. Written, with the boring metrics your leadership will ask for.
Included. You get the product and access to real engineers: incidents, break-fix, new interface builds and documentation. There's no support tier to upgrade to and no separate services contract to sign before someone will answer you.
No, and we'd be suspicious of anyone who said yes. We're second line. Your team keeps the clinical relationships, the change governance and the institutional knowledge. We take the deep engine work, the awkward incidents and the builds that are eating your roadmap. Teams that treat us as a replacement get worse outcomes than teams that treat us as depth.
Then we support what you're on. Rhapsody, Mirth, Iguana, Cloverleaf, Corepoint, BizTalk, Ensemble, or something a contractor wrote in 2011. Our engineers came out of this industry and have already run most of these. There's no requirement, and no quiet pressure, to migrate.
As little as will let us actually fix things: read on message metadata and logs, and operate on workflows. We do not need to see PHI and we don't ask for it, because diagnosis runs on structure, headers and error codes. If you're tempted to paste a real message into a ticket, don't. De-identify it first, and we'll say so if you don't.
Jira Service Management, with your own portal and a full audit trail, or email and phone if that suits you better. Urgent issues reach an engineer directly however they arrive.
Thirty minutes. We'll tell you honestly whether this is a support problem, an architecture problem, or a vendor problem, and which of those we can help with.