Silver Managed Support
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. 4-hour response on non-critical, 15-minute on critical.
Start Silver 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: Regional health systems, mid-market HealthTech, and multi-site practices with 10–30 channels in production.
- 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
What's NOT Included
If you need any of the below, the next tier up covers it.
- 15-minute SLA on ALL severities (not just critical)→ see Gold
- Custom channel development as a continuous workstream→ see Gold
- Dedicated named team→ see Enterprise
- On-site engagement→ see Enterprise
What “Proactive” Actually Buys You
Bronze is reactive. Silver is reactive AND proactive. Below is what the proactive half actually means in operational practice.
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 (or whichever stack you use), 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.
How the Engagement Runs
From the first week to ongoing monthly cadence.
- ›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
- ›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)
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.
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.
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.