( ✦ ) Support

Real engineers, on the channel.

A managed service for the integration layer — senior engineers watching channel health, responding to incidents and closing out root cause against documented SLAs.

See plans → View SLAs →
  • 30+ yrs( Combined integration ops experience )
  • < 30 min( P1 response target on Enterprise )
  • 5 days( Post-mortem within 5 business days )

Service levels.

Documented response and resolution targets. Codified in your signed Master Services Agreement and Order Form. See Terms § 4 for the full clause.

SeverityDefinitionResponseStatus updatesRestore target
P1 Production channel down, or one of multiple redundant channels failing. 30 minutes Every 2 hours 1 business day
P2 Single non-production issue, minor defect with workaround, configuration question. 1 business day Daily 5 business days
P3 Enhancement request, documentation update, scheduled change. 2 business days Weekly By mutual agreement

Business hours. 08:00–18:00 Eastern, Monday–Friday, excluding U.S. and Canadian statutory holidays. Custom coverage windows available on Enterprise plans.

Two ways to buy support.

Flat-fee pricing. Predictable coverage. No per-ticket meters, no scope haggling on every change.

( Standard ) Support

$15,000/year

  • Second-line support on your current integration estate
  • Assistance building new interfaces
  • Email & phone support · 9×5 Mon–Fri Eastern
  • Channel documentation maintained by us
  • Same-business-day response target
  • Monthly service report
  • RCA within 5 business days
Get started →

( Enterprise ) Support

$35,000/year

  • Everything in Standard, plus
  • Response target within 2 business hours
  • High-availability architecture support
  • Migration guidance — engine to engine
  • Dedicated technical account manager
  • Quarterly business review & audit pack
  • BAA, DPA and SOC 2 collateral included
Talk to sales →

What happens when something breaks.

Same flow every time. The first hour matters more than the next ten — so we wrote it down.

( 01 ) Detect

Alert or ticket

Monitoring fires, or you raise a ticket by email. Severity is set in the first minutes against documented criteria.

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( 02 ) Respond

Engineer on bridge

On-duty engineer acknowledges within the SLA window, opens a bridge for P1, starts investigation against the runbook.

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( 03 ) Restore

Containment first

Reroute, replay, failover or rollback. We write the truth on the status update, even when the truth is awkward.

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( 04 ) Root cause

Post-mortem & fix

Written within 5 business days for P1. Owned remediation. Follow-up in next monthly report. No repeat incidents.

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In scope. Out of scope.

A flat-fee subscription works because the boundary is clear. Anything outside is happily added as a change to the Order Form.

( ✦ ) In scope

  • HL7 v2, FHIR, X12, XML and custom channel support
  • Engine ops on Rhapsody, Mirth, Cloverleaf, Corepoint, Linkiir
  • Channel monitoring, alerting and incident response
  • Trading partner and downstream system coordination
  • Code & config changes to in-scope channels
  • Engine upgrades, patching, version uplifts
  • Performance tuning and capacity planning
  • HIPAA / PIPEDA / PHIPA audit support and evidence packs

( ✦ ) Out of scope (by default)

  • End-user help desk for clinicians or front-office staff
  • EHR application support outside the interface layer
  • Network, firewall and infrastructure ops beyond integration hosts
  • Custom application development unrelated to integration
  • Database administration outside engine-owned databases
  • Hardware procurement and on-site break-fix

( ✦ ) Get support now

Email our support team.

Already a Linkiir customer? Send your request to the address below. Severity is set in the first minutes from the subject line.

support@linkiir.com Not yet a customer? Talk to us →