Managed Services · From $3,800/mo · 15-Min SLA · BAA Included

Mirth Connect Managed Services — 15-Minute Critical SLA, 24/7 Monitoring, BAA Included

A Mirth Connect managed services engagement should be evaluated like any other healthcare MSP relationship: contractual SLA terms, defined escalation paths, audit-grade evidence, and predictable monthly cost. We deliver all four.

Bronze $3,800/mo (60 hours), Silver $6,800/mo (15-minute critical SLA + 24/7 monitoring), Gold $12,500/mo (240 hours, 1.5 FTE-equivalent), Enterprise from $28,000/mo (4 FTE, custom SLA, IP escrow).

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·MSA + BAA available
·CMMI L3 process maturity
·12+ years HL7 / FHIR delivery
·5,000+ interfaces shipped
·Senior architects in Chicago, Austin, Sacramento, Cheyenne
·24/7 follow-the-sun rotation

Engagement Scope

What's in scope for a Mirth Connect managed services engagement

Procurement teams need a clear scope before issuing an RFP. Here's what a Silver-tier engagement covers — the most common tier among health systems. Bronze tier omits 24/7 SLA and weekly reporting. Gold tier adds priority routing and a quarterly executive review. Enterprise adds dedicated TAM, IP escrow, and custom SLA terms.

24/7 monitoring and incident response

Proactive monitoring on channel health, queue depths, transformer execution time, JVM heap pressure, database growth, certificate expiry, log forwarding. 15-minute critical SLA from page-out to senior engineer on the bridge.

Change management

All channel changes routed through documented change requests. Peer review on transformer code changes. Pre-production validation against parity-test corpus. Rollback procedures documented per channel and stored in your Git repository.

Operational ownership

Version-currency tracking on Mirth Connect / NextGen Connect itself, on the JDK, on the underlying OS, on the database. Quarterly upgrade windows scheduled and executed.

HIPAA evidence pack

Audit logging configured to your retention requirements. Access control reviews quarterly. PHI flow documentation maintained. Evidence pack delivered annually for SOC 2 / HIPAA / state-level audits.

Knowledge artifacts in your repository

Channel documentation, runbooks, transformer code review notes, monitoring dashboards (Grafana + Prometheus). All in your Git, not ours. The engagement leaves your internal team smarter, not more dependent.

Reporting and governance

Weekly burn-down report on hour pool. Monthly architecture review with technical lead. Quarterly executive review with engagement summary, risk register, and roadmap.

Pricing — Every Number Public

Four tiers, every number public

Pick the tier that matches your scope. Scale up or down any time. No "contact sales" gates on the published tiers.

Tier	Monthly	Engineer hours	Critical SLA	Monitoring	Best for
Bronze	$3,800	60 hrs	4-hour business hours	Business hours	Small clinics, single-site practices, <10 channels
SilverAnchor	$6,800	120 hrs	15-minute	24/7	Regional health systems, 10–30 channels
Gold	$12,500	240 hrs	15-minute, priority routing	24/7 with on-call	Multi-site systems, hospital networks
Enterprise	From $28,000	640 hrs (4 FTE)	Custom	24/7 dedicated	Fortune 500, IDNs, large payer-provider

Sprint engagements (one-time projects) start at $4,500 (Mirth installation) and run to $118,000 (enterprise engine migration). See all 8 sprints →

SLA Terms

SLA terms that actually matter

Most managed-services SLAs are written to be unfalsifiable. Real SLA terms are measurable, evidenced, and have a credit attached when missed. These terms are in the published MSA — not hidden in side letters that procurement never sees.

15-minute time-to-engineer

Measured from PagerDuty page-out to a senior Mirth engineer being on the bridge. Evidenced by PagerDuty timestamps shared with the client. Missing this SLA in a given month credits 10% of that month's invoice.

99.9% channel availability for clinical-critical channels

Channels flagged as clinical-critical in the SOW carry an explicit uptime target. Measured by channel-state telemetry. Missing this on a clinical channel credits 25% of that month's invoice.

4-hour RPO and 1-hour RTO on full Mirth-instance failover

Gold and Enterprise tiers, where DR architecture supports it. Tested quarterly with a documented runbook execution.

8-hour business-hours SLA on non-critical incidents

P2/P3 incidents (degraded but not failed) get response within one business day, resolution path within two.

Paper, Up Front

MSA and BAA — both available before SOW

Procurement teams should ask for MSA and BAA review at the start of vendor evaluation, not after the SOW is drafted. Standard MSA turnaround in our paper: 2 business days. In client paper: 5–10 business days. We'll work with your legal's preferred paper if required.

MSA (Master Services Agreement)

Governs the overall vendor relationship — termination terms, IP ownership, indemnification, insurance, liability caps. Industry-standard structure with health-care-specific provisions for breach notification and audit cooperation.

BAA (Business Associate Agreement)

HIPAA-required. Signed at the entity level (Taction Software LLC) before any paid engagement. Covers PHI handling, security incident response, subcontractor flow-down (we have BAAs with our cloud providers as well), and the 60-day breach notification timeline.

DPA (Data Processing Agreement)

Required for clients with EU data subjects. GDPR-compliant terms. Available on request.

SOC 2 evidence pack

SOC 2 Type II is on our 2026 roadmap. Until completion, we share the underlying control documentation and ISO 27001-aligned policies that map to the SOC 2 trust services criteria.

Onboarding

Onboarding sequence — Day 0 to full SLA in 15 days

For emergencies (existing vendor walked off, key engineer departed), we've compressed this to 48–72 hours when required.

Day 0

Free Mirth Health Check

Identifies the engagement scope.

Day 1–3

SOW drafted from audit findings

MSA and BAA executed in parallel.

Day 4–7

Knowledge transfer week

Technical lead shadows your existing operations. Channel inventory documented. Monitoring stack deployed. Runbook drafted.

Day 8–14

Shadow operations

Vendor team responds to incidents alongside in-house team. Documentation refined.

Day 15+

Full SLA coverage active

Vendor owns primary on-call. In-house team consulted on business-context decisions.

Honest Fit Check

When to choose managed services vs in-house

Managed services is the right answer when

✓

No existing in-house Mirth capacity

HealthTech startups, post-acquisition divisions, clinics where Mirth was implemented by a contractor who's now unreachable. Bringing in-house capacity online takes 6–12 months between hiring, onboarding, and reaching production-grade fluency. Managed services gives you production-grade coverage from day one.

✓

Existing in-house team needs 24/7 coverage but can't justify the headcount

Most mid-market health systems have 1–2 in-house integration engineers. Sustainable 24/7 on-call requires three. Managed services covers the on-call rotation that's structurally hard to staff in-house.

Managed services isn't the right answer when

Large IDN with mature in-house integration team

At 5+ in-house engineers, the in-house team can sustain on-call internally. The vendor role becomes specialist work on hard problems — better served by Gold-tier project-based engagement than by full managed services.

Single-channel deployments with no near-term changes

At that scale, Mirth Connect runs unattended for months. The Bronze tier is over-spec. Better to run the free annual health check and skip monthly contracts.

Operated by the team behind Mirth Connect support — productized monthly packages and fixed-price integration sprints for US healthcare organizations.

FAQ

Frequently asked questions

Procurement, legal, and operations questions teams ask before signing.

Do you provide Mirth Connect hosting as part of managed services?

Hosting is optional. Most clients prefer to host in their own AWS / Azure / GCP environment under their own BAA with the cloud provider — we provide the Mirth-on-cloud architecture and operate the deployment, but the infrastructure is in your account. Hosted-by-us is available on request, priced separately based on infrastructure cost.

Can you take over from our current managed services vendor?

Yes, this is a common onboarding shape. The 48–72 hour emergency onboarding path exists specifically for situations where a current vendor relationship has ended or is ending. We've taken over from 30+ prior vendors. The handover is rarely clean from the prior vendor's side — bring us in early enough that we can reconstruct documentation from your environment if necessary.

What's the difference between managed services and consulting?

Consulting is project-based (sprints, audits, advisory). Managed services is ongoing operations. Most clients use both — sprints for net-new work, managed services for steady-state.

Will you sign our MSA paper?

Yes, with reasonable redlines. Our paper is faster (2 business days) but client paper is workable. The non-negotiables on our side are: liability cap at 2x trailing 12-month fees, BAA at the entity level, no exclusivity clauses, no work-product assignments beyond the engagement scope.

How do you handle PHI?

PHI minimization principles. The free health check involves no PHI exposure (screen-share only). Paid engagements involve PHI access on an as-needed basis, with audit logging on all access events. PHI is never copied to engineer-owned devices; all access happens in your environment under your monitoring.

Can we audit your operations?

Yes. Annual audit-cooperation provision in the MSA. Subcontractor flow-down means your audit rights extend to our cloud providers as well. We've supported audits from Joint Commission, HITRUST, SOC 2 auditors, and state health-department reviews.

What's the typical engagement length?

Median engagement length is 23 months as of 2026. Some clients have been on the managed services tier for 8+ years. Annual auto-renewal with 30-day opt-out window each year.

Is there a setup fee?

No setup fee for monthly tiers. The first sprint engagement (if applicable) is billed at standard sprint pricing. Knowledge-transfer week (5 business days, ~40 hours) is included in the first month's hour pool.

Get started

The free Mirth Health Check is the standard starting point. 30-minute screen-share, written 12-point audit report within 48 hours. The report identifies the engagement scope and the right managed-services tier.

Claim My Free Mirth Health Check →See All Public Pricing →Talk to a Solutions Architect →

Prefer email? Write to info@tactionsoft.com with a description of your current Mirth Connect environment and what you're looking for. We typically reply within 4 business hours.

MSA + BAA available · CMMI L3 process maturity · Senior US-based Mirth Connect engineers · 12+ years HL7 / FHIR delivery