Resolution within SLA
Customer satisfaction
Level 1 coverage, on-call after hours
Service desk through application engineering
Level 1 to Level 3, under one SLA.
Elevated service desk
Password resets, initial triage, and resolution of all Level 1 issues. AI-assisted triage, automated agent support, AI-generated documentation, and a continuously growing knowledge base of resolutions.
Module-specific support
Takes escalations from Level 1, staffed to ticket volume by module. Separates incidents from service requests and enhancements. Resolves issues that need no build work or multi-day effort.
Full build support
Service requests, enhancements, and small projects requiring build. Module SMEs who inform upgrades and future projects. Hours-capped, transitioning smoothly to full-time staff as needs grow.
Dedicated account manager
One named owner for the relationship, the roadmap, and the escalations.
Quarterly business reviews
Volume, SLA performance, and the backlog reviewed with your leadership every quarter.
Combined governance
A shared governance model between your team and ours, with decision rights written down.
Running today at academic medical centers and regional systems.
City of Hope
Flexible certified resourcing and SLA-driven managed services replacing an eight-figure quarterly consulting spend.
Read the case study →UC Davis Health
SLA-driven L1 to L3 Epic managed services since 2023 across clinical applications, Willow, Radiant, OpTime, Resolute PB, and patient access, renewed and expanded through 2025.
Kootenai Health
MEDITECH hosting and infrastructure services for north Idaho's regional referral center.
Read the case study →Start with one application or one backfill.
Scoped in a week, live in a month, scaled as your needs change.