Taction Software — FHIR Integration with Mirth Connect
Feature comparison · All four plans

Mirth Connect Support Plans Compared

Every feature, SLA, hour allocation and exclusion for all four managed support plans, on one page. Prices are published — Bronze $3,800, Silver $6,800, Gold $12,500, and Enterprise from $28,000 per month.

Looking for the commercial overview across support and fixed-price integration sprints? That lives on the pricing page. This page is the detailed feature comparison behind it.

Which plan fits

Most teams start on $3,800-tier cover for a single production interface and move up when message volume or the number of channels grows. If you're unsure, take the free health check first — the report tells you which tier your setup actually needs, and there's no obligation to buy either.

FeatureBronze$3,800per monthSilver$6,800per monthMost chosenGold$12,500per monthEnterpriseFrom $28,000per month
Commercials
Monthly price$3,800$6,800$12,500From $28,000
Senior engineer time60 hrs / month120 hrs / month240 hrs / month (1.5 FTE)640 hrs / month (4 FTE)
Hour rolloverUp to 25%, one monthUp to 25%, one month25% monthly + quarterly settlementTeam capacity, not a cap
Typical fitUp to 10 channels10–30 channels30+ channels, multi-EHRIDNs, 100+ channels, multi-site
Response and cover
Critical incident response4 hours15 minutes15 minutes~5 min P0 · 15 min P1 (custom SLA)
Non-critical response24 hours4 hours15 minutes (all severities)1 hour P2 (custom SLA)
After-hours phone line—24/7 hotline to a senior engineer24/7 hotline, no escalation tier24/7 + dedicated PM reachable
On-call rotation—24/7 from end of week 124/7 senior rotationNamed team + executive bridge
Proactive work
24/7 monitoring and alerting—Grafana + Prometheus, or your existing stackIncluded, across all sitesIncluded
Written health-check reportOptional 30-min monthly reviewWeekly, 1 page, every FridayWeekly across all sitesWeekly + monthly executive review
Scheduled version upgradesReactive patching onlyOne per yearTwo per yearCustom
Architecture review——Quarterly with integration architectQuarterly + C-level business review
Build work
Custom channel development——Continuous workstream, 80–100 hrs/moFull team capacity
Multi-site / multi-tenant support——IncludedIncluded
Multiple EHR integrationsBreak-fix onlyBreak-fix onlyIncluded as planned workIncluded
Governance
Dedicated named team——Shared senior pool4 named FTE, retention rider
Dedicated delivery PM——Delivery lead reviewDedicated PM + steering committee
On-site engagement———US sites and your sites
IP escrow———NCC Group or equivalent
Compliance postureHIPAA BAAHIPAA BAA + CMMI L3+ ISO 27001-aligned+ SOC 2 alignment, custom riders
Free health check first →See pricing and sprints →

How to pick a tier

How many Mirth channels do you run in production?

≤10 channels: Bronze. 10–30: Silver. 30+: Gold. 100+ across multiple sites: Enterprise.

Do you need a 15-minute critical-incident SLA?

If yes, Silver minimum. Bronze is 4-hour critical response, which suits clinics where overnight degradations are tolerable.

Is Mirth integration a strategic competency for your org?

If integration is on your strategic roadmap (M&A integration work, multi-EHR, payer-provider data exchange), consider Enterprise dedicated team.

Plan detail

Everything that used to live on the four separate tier pages — inclusions, exclusions, onboarding, cadence, hour tracking, escalation and switching.

Bronze

$3,800/month
Engineer time
60 hrs / month
SLA
4-hour critical · 24-hour non-critical

60 hours of senior Mirth/HL7 engineer time per month. Reactive support for channel failures, transformer fixes, and MLLP issues. 24-hour response on non-critical, 4-hour on critical.

Best for: Small clinics, single-site practices, and HealthTech startups under 10 channels in production.

What's included

  • ✓60 hours/month of senior Mirth/HL7 engineer time
  • ✓4-hour response on critical incidents (business hours)
  • ✓24-hour response on non-critical issues
  • ✓Reactive break-fix on channel failures, MLLP drops, transformer errors
  • ✓Support for HL7 v2.x, FHIR R4 R/W issues, basic Java heap troubleshooting
  • ✓Email + ticketing system access (no after-hours phone line)
  • ✓HIPAA Business Associate Agreement signed before any PHI access
  • ✓Monthly hours roll forward up to 25% if unused (one-month carry)

Not included

  • —Proactive 24/7 monitoring + alerting — Silver
  • —Weekly proactive health checks — Silver
  • —15-minute critical SLA — Silver
  • —Scheduled version-upgrade planning — Silver
  • —Custom channel development — Gold

Onboarding

  • Day 1: Kickoff call, BAA signing, ticketing system access
  • Day 2–3: VPN / production access provisioning
  • Day 4–5: Channel inventory walkthrough — we document what's running
  • End of week 1: First reactive ticket worked, runbook seeded

Monthly cadence

  • Issue intake via email or ticketing system
  • Senior engineer responds within SLA, works the issue, documents the fix
  • Monthly invoice with hours-used summary
  • Optional 30-min monthly review call (you can skip it)

How hours are tracked

Hours are logged per ticket in the ticketing system. You see a running total throughout the month. Up to 25% of unused hours roll forward one month — beyond that they expire. In practice every Bronze client uses the full 60 hours, often by week 3.

Escalation

Email to support@ or open a ticket in the portal. Critical incidents (channel down, message loss, PHI risk) get tagged urgent and trigger the 4-hour response clock. There is no after-hours phone line at the Bronze tier — for 24/7 phone coverage upgrade to Silver or above.

Switching and cancellation

Upgrade to Silver, Gold, or Enterprise any time — immediate, prorated for the rest of the month. Downgrade requires 30 days notice. Cancel any time with 30 days notice; we hand back full documentation of channels and any code we wrote in your Git repository.

Silver

$6,800/monthMost chosen
Engineer time
120 hrs / month
SLA
15-minute critical · 4-hour non-critical

120 hours of senior Mirth/HL7 engineer time per month — about 30 hours per week. Reactive AND proactive: 24/7 monitoring, weekly health checks, version-upgrade planning, scheduled performance reviews.

Best for: Regional health systems, mid-market HealthTech, and multi-site practices with 10–30 channels in production.

What's included

  • ✓120 hours/month of senior Mirth/HL7 engineer time (~30 hrs/week)
  • ✓15-minute critical SLA, 24/7 (real engineers, not chatbots)
  • ✓4-hour response on non-critical issues
  • ✓24/7 monitoring stack with Grafana + Prometheus or your existing observability
  • ✓Weekly written health-check report (1 page, every Friday)
  • ✓One scheduled Mirth Connect / NextGen Connect upgrade per year
  • ✓Email, ticketing, and 24/7 phone hotline access
  • ✓HIPAA BAA + CMMI Level 3 process maturity
  • ✓Up to 25% unused hours roll forward one month

Not included

  • —15-minute SLA on ALL severities, not just critical — Gold
  • —Custom channel development as a continuous workstream — Gold
  • —Dedicated named team — Enterprise
  • —On-site engagement — Enterprise

What “proactive” actually buys you

24/7 monitoring stack

We deploy Grafana + Prometheus (or integrate with your existing Datadog / New Relic) on top of the Mirth Server Manager metrics endpoint. Channel error rates, queue depth, JVM heap, and message throughput are all alerted with thresholds tuned to your traffic.

Weekly health-check report

Every Friday you get a 1-page report: channel error rates trend, slowest transformers, JVM heap pressure, recent CVEs in the Mirth/Java stack you should know about. We flag deferred maintenance before it becomes incident.

15-minute critical SLA

Critical = production channel down, message loss, PHI exposure risk, or any incident the on-call engineer judges P0. From the moment your alert reaches PagerDuty, we have 15 minutes to acknowledge and engage. We track and publish quarterly SLA-attainment metrics.

Version-upgrade planning

One scheduled upgrade per year inside Silver — Mirth Connect → NextGen Connect, or NextGen Connect minor versions. Includes channel-export compatibility testing, transformer regression suite, and zero-downtime cutover. Larger upgrades take a separate sprint.

Hour allocation breakdown

Typical Silver month: 40% reactive break-fix, 30% proactive monitoring + weekly checks, 20% planned work (small features, channel changes), 10% reserved buffer for incidents.

Switch up to Gold any time

If you grow into 30+ channels or need 15-min SLA on all severities (not just critical), upgrade to Gold mid-month — prorated, no penalty. Most Silver clients stay at Silver for 12+ months.

Onboarding

  • Day 1: Kickoff call, BAA, PagerDuty integration, ticketing access
  • Day 2–3: Production VPN, monitoring stack deployment
  • Day 4–5: Channel inventory + transformer audit + first weekly health check
  • End of week 1: 24/7 on-call rotation begins, first weekly Friday report sent

Monthly cadence

  • Daily standup notes (Slack channel or email — your preference)
  • Friday written health-check report (1 page)
  • Monthly review call with delivery lead — performance, incidents, planned work
  • Quarterly SLA attainment report (15-min critical SLA tracked and published)

How hours are tracked

Hours are logged per ticket and per workstream (reactive, monitoring, planned). Typical Silver month: 40% reactive / 30% proactive / 20% planned / 10% buffer. We send a mid-month and end-of-month summary so there are no surprises. Up to 25% of unused hours roll forward — beyond that they expire.

Escalation

Critical incidents trigger PagerDuty (or your existing on-call stack) and the 15-minute clock starts. Non-critical issues use email or the ticketing system. The 24/7 hotline reaches a senior engineer directly — not an answering service. Your team can also @-mention us in a shared Slack channel for routine questions.

Switching and cancellation

Upgrade to Gold or Enterprise any time — immediate, prorated. Downgrade to Bronze requires 30 days notice. Most Silver clients stay 12+ months; the most common move is Silver → Gold when channel count crosses 30, or Silver → Enterprise after an M&A.

Gold

$12,500/month
Engineer time
240 hrs / month (1.5 FTE)
SLA
15-minute SLA on ALL severities · 24/7 on-call

240 hours per month — equivalent of 1.5 dedicated FTE engineers. Full-stack Mirth + FHIR + EHR integrations + custom channel development. 15-minute SLA across all severity levels.

Best for: Multi-site health systems, hospital networks, and growing HealthTech with multiple EHR integrations and 30+ channels in production.

What's included

  • ✓240 hours/month of senior engineer time (1.5 FTE equivalent)
  • ✓15-minute SLA across ALL severities (P0, P1, P2 — not just critical)
  • ✓24/7 on-call rotation with senior engineer (no escalation tier)
  • ✓Continuous custom channel development as a workstream
  • ✓Multi-site / multi-tenant deployment support
  • ✓Multiple EHR integrations (Epic, Cerner, eCW, athenahealth, etc.)
  • ✓Quarterly architecture review with delivery lead and integration architect
  • ✓Two scheduled upgrades per year (Mirth and adjacent stack)
  • ✓Up to 25% unused hours roll forward; quarterly settlement
  • ✓HIPAA BAA + CMMI Level 3 + ISO 27001-aligned security

Not included

  • —Dedicated named team — we share a senior pool across Gold clients — Enterprise
  • —Dedicated PM and steering committee — Enterprise
  • —On-site engagement — Enterprise
  • —IP escrow — Enterprise

Onboarding

  • Week 1: Kickoff, BAA, multi-site access provisioning, monitoring deployment
  • Week 1–2: Channel inventory across all sites, transformer audit, EHR API audit
  • Week 2: 24/7 on-call rotation begins, weekly cadence established
  • Week 3–4: First architecture review, planned-work backlog defined

Monthly cadence

  • Daily standup (shared Slack) + reactive ticket flow
  • Weekly written health-check report across all sites
  • Bi-weekly planned-work demo (custom channels, integrations)
  • Monthly delivery lead review + quarterly architecture review

How hours are tracked

Hours are logged per workstream — reactive, monitoring, custom development, EHR integrations. Typical Gold month: 25% reactive / 25% proactive / 40% planned development / 10% buffer. We settle hours quarterly so a heavy month and a light month average out.

Escalation

All severities (P0/P1/P2) get the 15-minute SLA on the 24/7 hotline. P0 paging triggers PagerDuty + senior engineer + delivery lead. Multi-site incidents auto-escalate to two engineers in parallel. The shared Slack channel is the day-to-day collaboration surface; the hotline is for true urgency.

Switching and cancellation

Upgrade to Enterprise any time — typically driven by an M&A event, a payer contract requiring a dedicated team, or a multi-year integration roadmap. Downgrade to Silver requires 30 days notice. Most Gold clients stay at Gold for 18+ months.

Enterprise

From $28,000/month
Engineer time
640 hrs / month (4 FTE)
SLA
Custom SLA — typically 5-min P0 · 15-min P1 · 1-hour P2

4 dedicated FTE engineers (Mirth + Backend + FHIR + QA), 640 hours per month. Named team, dedicated PM, full project ownership. Custom SLA, on-site engagement available, IP escrow.

Best for: Fortune 500 healthcare organizations, integrated delivery networks (IDNs), and large payer-provider integrations where Mirth is a strategic competency.

What's included

  • ✓4 dedicated FTE engineers — named team, retained throughout the engagement
  • ✓640 hours per month total team capacity
  • ✓Senior Mirth/HL7 engineer + backend dev + FHIR specialist + QA engineer
  • ✓Dedicated delivery PM and steering-committee cadence
  • ✓Custom SLA — typically 5-minute P0, 15-minute P1, 1-hour P2
  • ✓On-site engagement available (US sites: Chicago, Austin, Sacramento, Cheyenne)
  • ✓IP escrow setup with third-party agent (NCC Group or equivalent)
  • ✓Quarterly executive business review with C-level alignment
  • ✓Custom training program for your in-house staff (4 weeks of paired work)
  • ✓HIPAA BAA + CMMI Level 3 + ISO 27001 + SOC 2 alignment + custom security riders

Scope

Enterprise is the top plan — scope, SLA and governance are negotiated per engagement rather than gated by a higher tier.

Onboarding

  • Week 1: Kickoff with named team + executive alignment + custom SLA negotiation
  • Week 1–2: Full environment audit, security review, BAA + custom MSA execution
  • Week 2–4: 4 weeks of paired work — your in-house staff alongside our team to transfer context
  • Week 4: Steering committee chartered, governance cadence established, IP escrow agent engaged

Monthly cadence

  • Daily team standup (shared with your engineering org)
  • Weekly delivery PM status report + risk register update
  • Bi-weekly steering committee with your executive sponsor
  • Monthly executive review + roadmap alignment
  • Quarterly business review with C-level alignment + KPI scorecard

How hours are tracked

Time-and-materials transparency: weekly timesheets per FTE, broken down by workstream, visible to your PM. The 640 hours is the team capacity, not a cap — overage is billed monthly at the negotiated rate. Most enterprise engagements run within 5% of monthly capacity.

Escalation

Custom SLA negotiated upfront — typically 5-min P0 (paging your dedicated PM and senior engineer simultaneously), 15-min P1, 1-hour P2. Major incidents trigger an executive bridge with your CIO/CTO. The dedicated PM is the single point of accountability and is reachable 24/7 during the engagement.

Switching and cancellation

Enterprise engagements are typically 12 or 24-month commitments with quarterly off-ramps. Custom MSA governs all switching, retention guarantees, and IP escrow. Downgrade is unusual; the more common path is renewing at the next contract cycle with adjusted scope.

How we compare

mirth.supportOfficial vendor supportUS-based consultancy
Pricing modelProductized monthly tierCustom quoteHourly billing
Bronze tier (60 hrs/mo)$3,800/moCustom quote$9,000–$15,000/mo est.
Silver tier (120 hrs/mo, 15-min SLA)$6,800/moCustom add-onPremium-tier only
Free initial Mirth Health CheckYesNoRarely
HIPAA-compliant offshore delivery, CMMI L3YesYesVariable
FHIR R4 + SMART Backend Auth specialtyYesYesFew
Fixed-price migration sprintsYesNoNo
FAQ

Frequently Asked Questions

Plans, hours, SLAs, onboarding and switching.

Why productize support instead of charging hourly?
Productized monthly tiers let you commit to a fixed budget and get predictable engineer capacity. Hourly billing punishes you for asking questions and rewards scope creep. Tiered packages mean no timesheet review, no surprises, and your team can call us whenever they need help without negotiating a rate every time.
Can I switch tiers month to month?
Yes. Upgrade is immediate and prorated for the rest of the month. Downgrade requires 30 days notice. There is no penalty for either direction. Most clients start at Bronze or Silver and upgrade as their channel count grows.
What happens if we use less than the monthly hour allocation?
Up to 25% of unused hours roll forward one month. Beyond that, hours expire — but in practice every Bronze and Silver client maxes out their allocation. The hour count exists as a transparency signal, not a usage cap; we manage to outcomes, not timesheets.
Do you sign a Business Associate Agreement (BAA)?
Yes. Every engagement above the free Mirth Health Check includes a HIPAA Business Associate Agreement executed before any PHI touches our environment. We also operate under CMMI Level 3 process maturity and ISO 27001-aligned security controls.
How does onboarding work for a new support tier?
Week 1 is environment access, monitoring deployment (for Silver and above), and a channel inventory review. Week 2 onward we're in the steady-state cadence: standup, weekly status report, monthly review. For Enterprise we run 4 weeks of paired work alongside your in-house staff before going to autonomous operation.
Is 60 hours of engineer time enough?
For organizations with under 10 production channels and stable workflows, yes. Bronze is reactive — you call, we fix. If your team makes frequent channel changes or runs more than 10 channels in production, Silver's 120 hours is usually the better fit. Most Bronze clients use the full allocation each month, often working through small backlog items in the second half of the month.
What happens if we exceed 60 hours?
We notify you when you reach 80% of the monthly allocation. Beyond 60 hours, additional hours bill at $145/hour for the rest of the month — no surprise mid-month upgrade pressure. If you regularly exceed, we'll suggest a Silver upgrade instead, which typically costs less than Bronze + overage on a high-utilization month.
What if we use less than 60 hours?
Up to 25% of unused hours (15 hours) roll forward to the next month. Beyond that, hours expire. We recommend using your hours on small backlog items — performance tuning, transformer cleanup, runbook documentation — rather than letting them expire.
Can I cancel?
Yes, with 30 days written notice. We hand back full documentation of your channels and any code we've written, in your own Git repository. There is no early-termination fee and no data hostage. Many Bronze clients pause for a few months and return when a new project comes up.
What does “proactive” actually buy us?
Three things: (1) 24/7 monitoring and alerting on channel error rates, queue depth, JVM heap, and throughput — so we catch problems before your clinical staff does. (2) A weekly written health-check report with deferred-maintenance flagging. (3) One scheduled version upgrade per year, inside the monthly fee. Most Bronze-to-Silver upgrades are driven by a single overnight outage that proactive monitoring would have caught.
Who is on the 24/7 rotation?
Senior Mirth engineers (8+ years HL7/FHIR) in Chicago, Austin, Sacramento, Cheyenne, and Noida — across time zones, so daytime engineers cover off-hours via a follow-the-sun rotation. The on-call hotline is answered by a real engineer, not an answering service. We publish the rotation roster to clients quarterly.
How is the 15-minute SLA measured and verified?
From the moment your critical alert reaches PagerDuty (or whichever stack we've integrated) to the moment a senior engineer acknowledges and joins the incident channel. We publish quarterly SLA-attainment metrics — typically 98%+ — and refund 10% of the month if we miss the SLA on any P0 incident.
Can we keep our existing monitoring stack?
Yes. If you already run Datadog, New Relic, Splunk, or Honeycomb, we integrate Mirth metrics into your existing stack instead of deploying ours. Either approach works — the choice is yours.
What if we have a multi-day incident?
Multi-day incidents (rare — usually involves an upstream EHR outage rather than Mirth itself) are handled inside the 120-hour allocation. If the incident burns more than 30 hours and threatens the rest of the month's work, we'll proactively offer a sprint extension or temporary upgrade to Gold for the month — your call, not an automatic upsell.
How does Gold differ from Silver?
Three things primarily: (1) 240 hours vs 120 — Gold supports continuous custom channel development as a workstream, not just reactive break-fix. (2) 15-minute SLA on ALL severities, not just critical. (3) Quarterly architecture review with the delivery lead and an integration architect, which Silver doesn't include. Gold is the right fit when you have 30+ channels or are running multiple concurrent EHR integration projects.
Can you handle multi-site / multi-tenant deployments?
Yes. Gold supports multi-site Mirth deployments (HQ + branch sites, hub-and-spoke topologies) and multi-tenant SaaS deployments where one Mirth instance serves multiple downstream customers. Onboarding includes a per-site channel inventory and a topology map; weekly health checks cover all sites.
What about custom channel development?
Custom channel development is included as a continuous workstream at Gold — typically 80–100 hours per month within the 240-hour allocation. We build new HL7/FHIR channels, write Groovy and JavaScript transformers, integrate new EHR endpoints, and migrate legacy channels to NextGen Connect format. Bi-weekly demo cadence keeps you in the loop.
Do we get a named team?
Not exclusively at Gold — we share a senior engineer pool across our Gold clients to maintain coverage during sick days and vacations. You'll see the same 3–4 names most weeks, but it's not a sealed-off dedicated team. If you need that, Enterprise is the fit (4 dedicated FTE, named individuals, IP escrow, dedicated PM).
What does “dedicated FTE” actually mean?
Four named engineers working exclusively on your account — senior Mirth/HL7 engineer (lead), backend developer (Java + databases), FHIR specialist (FHIR R4, SMART, US Core profiles), and QA engineer. Their entire weekly capacity goes to your work; we backfill our pool to maintain coverage during their PTO. You sign a retention rider so we can't reassign them mid-engagement without your approval.
Is on-site engagement included?
On-site is available at our US sites (Chicago, Austin, Sacramento, Cheyenne) and at your sites in the US. Travel costs and per diem bill separately at cost. Most Enterprise clients use 1–2 weeks of on-site work per quarter for major releases or executive workshops; the rest of the engagement runs remote.
How does IP escrow work?
All code and documentation we produce on your behalf is held in escrow with a third-party agent (NCC Group, Iron Mountain, or your preferred provider). If we breach the contract or go out of business, you get the escrow release immediately — including build instructions, environment configs, and runbooks. Standard practice for Fortune 500 healthcare contracts.
What does the Enterprise discovery process look like?
Different from the other tiers. Step 1 — 60-minute discovery call with our delivery lead and integration architect (no sales pitch, technical focus). Step 2 — site visit or virtual deep-dive (2 days) to assess current state, channel inventory, and integration roadmap. Step 3 — written proposal with custom SLA, team composition, governance model, and pricing. Total cycle is typically 4–6 weeks before contract execution.

Not sure which plan you need?

The free health check reviews your setup and tells you which tier it actually needs — in writing, within 48 hours, with no obligation to buy anything.

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Part of our Mirth Connect support practice — senior HL7 and FHIR R4 integration engineers.