Mirth Connect Support and Maintenance
We carry your interfaces when the person who built them isn't available — on holiday, in another role, or gone. Standard requests get a senior engineer inside 4 hours on Silver and above, and production-down incidents get one in 15 minutes on the same plans. Bronze runs a 4-hour critical and 24-hour standard clock.
Most teams who come to us have one person who understands their channels and no written record of what those channels do. We fix that in the first week, then keep the interfaces running — break-fix, monitoring, upgrades, and on-call cover under a defined SLA rather than best effort.
What's covered
Several of these are gated by plan. The tier each one starts at is named, because finding out after you sign is worse than reading it here.
Break-fix on existing channels
All plansA channel stops, a transformer throws, a destination starts rejecting — you raise it and a senior engineer works it to a root-cause fix rather than a restart. Every fix is documented in the runbook as it goes, so the same failure does not need diagnosing twice.
Monitoring and alerting on channel failures
Silver and aboveProactive 24/7 monitoring with alerting on queue depth, channel state, and destination errors, so a failure produces a signal instead of a phone call from someone downstream three days later. Bronze is reactive — you tell us, we fix it; the monitoring stack starts at Silver.
Version upgrades and patching
Bronze reactive · planned from SilverApplying patches and moving between Mirth or NextGen Connect versions, including the breaking changes on the path — JavaScript engine differences, connector behaviour changes, and the database migration steps that do not reverse. Scheduled upgrade planning, where we map the path and pick the window with you, starts at Silver.
New channel builds within the retainer
Gold and aboveNew interfaces built inside your monthly hours rather than quoted as a separate project. Available as a continuous workstream from Gold. Below that, occasional small builds fit in the retainer hours by agreement, and anything substantial is scoped as a fixed-price sprint instead — which is usually cheaper for you than burning retainer hours on it.
On-call cover for production incidents
Gold and above for 24/7Genuine out-of-hours cover with a 15-minute response on all severities and a named on-call rotation. Bronze has no after-hours phone line at all — that is a deliberate part of its price, not an oversight. If your interfaces carry traffic overnight or at weekends, Bronze is the wrong plan and we will say so.
Quarterly health reviews
Monthly from Bronze · weekly from SilverA standing review of channel health, error trends, capacity headroom and version risk, written up rather than delivered verbally. Bronze includes an optional 30-minute monthly review you are free to skip; Silver moves to weekly proactive health checks against the same 12-point structure as the free health check.
What's not covered
A retainer is for running what you have. These sit outside it, and most of them are cheaper for you as fixed-price work than as retainer hours.
Engine migrations from another product
Moving off Iguana, Rhapsody, Corepoint or Cloverleaf is a fixed-price sprint, not retainer work — from $34,500 for up to 20 channels. Retainer hours are for running what you have, and a migration would consume months of them.
What this looks like instead →Greenfield installation and first-time deployment
Standing up Mirth from nothing — server provisioning, hardening, keystore, first channels — is the Installation Sprint, from $4,500 over two weeks. Support starts once there is something to support.
What this looks like instead →Large net-new integration programmes
A FHIR R4 adapter build or a vendor bulk-export pipeline is a sprint from $13,500, and a HIPAA audit with remediation is from $19,500. These have a defined start and end, so a fixed price serves you better than an open retainer.
What this looks like instead →Commercial NextGen Connect license fees
If you run the commercial edition, that license is between you and the vendor. We support both editions identically and we do not resell licenses, so nothing in our fee is a markup on someone else's product.
What this looks like instead →Fixes inside third-party systems
We diagnose to the boundary and hand you evidence — the message we sent, the response we got, the timestamps. If the fault is in the EHR, the network, or a downstream vendor's endpoint, the fix belongs to whoever operates it. We will join the vendor call and argue your case, but we cannot change their configuration.
Dedicated named teams, on-site work, and IP escrow
Bronze through Gold share a senior engineer pool rather than assigning a fixed named team. A dedicated team, on-site engagement, a named project manager and IP escrow are Enterprise-tier arrangements.
What this looks like instead →Response times
First-response targets by severity. Critical incidents start the clock the moment the ticket is tagged, not the next business morning.
| Severity | Definition | First response |
|---|---|---|
| Critical — P1 | Production down. A channel has stopped, messages are being lost, or there is a PHI exposure risk. | 15 minutes on Silver, Gold and Enterprise · 4 hours on Bronze |
| High — P2 | Degraded but running. Queue backing up, intermittent failures, or one destination failing while others hold. | 15 minutes on Gold and Enterprise · 4 hours on Silver · 24 hours on Bronze |
| Standard — P3 | Working but wrong. A mapping change, a configuration question, a new field a downstream system now wants. | 4 hours on Silver and above · 24 hours on Bronze |
| Scheduled — P4 | Planned work. A version upgrade, a new channel, a review — anything with a chosen window rather than an incident clock. | Scheduled with you in the monthly cadence |
Plans and pricing
Published, not quoted. Full inclusions and the hour-tracking policy are on the pricing page.
Bronze
$3,800/month
60 hours of senior engineer time
4-hour critical SLA · business hours
Bronze detail →Silver
$6,800/month
120 hours · 24/7 monitoring and alerting
15-minute critical SLA
Silver detail →Enterprise
From $28,000/month
4 FTE · 640 hours · dedicated named team
15-minute SLA · on-site available
Enterprise detail →Who's on the team
Senior HL7 and FHIR integration engineers, based in the US, delivering healthcare interoperability work since 2012 — 12+ years of HL7 and FHIR delivery across hospitals, diagnostic labs, HIEs and payers. The engineers who work your tickets are the same ones who deliver paid sprint work; support is not staffed by a separate first-line team reading from a script.
This page is the support arm of our Mirth Connect support practice. Below is the coverage those engineers actually hold.
Mirth versions
- Mirth Connect 3.x
- Mirth Connect 4.x
- NextGen Connect 4.x
- Open-source and commercial editions
Standards
- HL7 v2.x (all versions)
- FHIR R4 / STU3
- HL7 v3 / CDA / C-CDA
- DICOM
- X12 EDI
- NCPDP
Connectors
- MLLP / TCP
- HTTP / HTTPS / REST
- SFTP / FTP
- Database (JDBC)
- Web Service (SOAP)
- JMS / Kafka
EHR systems
- Epic (Bridges, FHIR)
- Cerner Millennium
- Meditech
- Allscripts
- athenahealth
- eClinicalWorks
Frequently Asked Questions
Support scope, versions, SLAs and getting started.
Do you support both Mirth Connect and NextGen Connect?
What if we're on an old Mirth version?
Can you take over channels someone else built?
Do you sign a BAA?
What happens outside business hours?
Can we start with a single incident rather than a retainer?
Start with the free report, not a contract
You do not have to commit to a monthly plan to find out whether we are any good. Take the free health check, or send us a single error and see what comes back.