Gold Managed Support
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, 24/7 on-call rotation.
Start Gold Support
Tell us about your Mirth deployment. A solutions architect will reach out within 24 hours to confirm scope and start the BAA.
What's Included
Best for: Multi-site health systems, hospital networks, and growing HealthTech with multiple EHR integrations and 30+ channels in production.
- 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
What's NOT Included
If you need any of the below, the next tier up covers it.
- Dedicated named team (we share senior pool across Gold clients)→ see Enterprise
- Dedicated PM and steering committee→ see Enterprise
- On-site engagement→ see Enterprise
- IP escrow→ see Enterprise
How the Engagement Runs
From the first week to ongoing monthly cadence.
- ›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
- ›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
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. Up to 25% rolls forward at the monthly level; the quarterly settlement squares the rest.
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.
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.