Resolution within SLA
Customer satisfaction
Standard Level 1 coverage, 24×7 available
Service desk through application engineering
Level 1 to Level 3, under one SLA.
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. Transitions 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.
AI works the first line. Certified analysts stand behind it.
Our Level 1 desk is AI-first. Clinicians get immediate support inside their workflow, and anything AI cannot resolve goes to Epic and MEDITECH specialists.
AI-assisted triage
Each ticket is triaged with AI as it arrives, then resolved at Level 1 or routed to the right Level 2 or Level 3 analyst.
Automated ticket resolution
Routine Level 1 requests are resolved automatically, and every automated action is logged.
Knowledge base and EHR tip sheets
Every resolution adds to the knowledge base, and recurring questions become EHR tip sheets for clinicians.
Works in your ITSM platform
The desk integrates with the ITSM platform you already use, so tickets and reporting stay in one place.
Governance is the same as for all our AI work: aligned to NIST AI RMF, with local validation, human-in-the-loop review, and traceable agent actions.
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 →650+ Bed Academic Medical Center
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
Complete management of MEDITECH at two affiliate hospitals, every application and interface, while the main hospital implemented Epic.
Read the case study →Start with one application or one backfill.
Scoped in a week, live in a month, scaled as your needs change.