24—7 Helpdesk

We price with a base monthly retainer plus per-provider or per-location add-ons; a custom signed PDF SOW and invoice spell out the exact line items for your clinic before any billing. Our standard engagement has a 12‑month minimum (month‑to‑month is available at a higher rate) and includes unlimited Tier 1/2 remote support, phone pickup before the third ring, and a capped number of Tier 3 vendor escalations; professional services like on‑site remediation or major projects are quoted separately. A detailed price proposal and Statement of Work are provided as a signed PDF prior to kickoff.

Yes — we execute a Business Associate Agreement (BAA) as a signed PDF before any engineer is granted access to PHI or protected systems. Our controls and reporting map to HIPAA Security Rule requirements (Administrative safeguards 45 C.F.R. §164.308, Physical safeguards §164.310, Technical safeguards §164.312 and organizational requirements §164.314), and we deliver monthly audit logs and a compliance summary report for your records. All support engineers are U.S.-based, background‑checked, and access is provisioned per an access matrix documented during onboarding.

Phone calls to our helpdesk are answered live within two rings (typically under 10 seconds) during all hours; if an engineer does not pick up we fail over to a secondary on-call and the call is logged automatically. For ticketing SLAs we provide initial contact within 15 minutes for Critical incidents, within 2 hours for High, and within 24 hours for Routine issues, with monthly SLA performance reports delivered as part of your contract. Emergency on‑site dispatch (where contracted) is targeted within four hours for sites inside our defined service area.

Yes — we open and manage vendor escalations on your behalf with major EMR and telehealth vendors such as Epic, Cerner, Athenahealth, eClinicalWorks, NextGen, Doxy.me and Zoom for Healthcare, using your authorized escalation credentials or contact list documented in the SOW. Each vendor ticket is tracked in our ticketing system and we include vendor ticket numbers, timestamps, and resolution notes in your incident record so you have a complete audit trail. If vendor access requires separate agreements, we coordinate execution of those documents and record them alongside your BAA.

Onboarding is a 30‑day program that begins only after we receive an executed BAA and SOW: deliverables include a signed BAA (PDF), a network and systems inventory, an access matrix, remote‑access tooling configured with MFA, a baseline security review tied to 164.308/164.312 controls, and helpdesk portal credentials. You’ll also receive a runbook and escalation matrix, and we schedule staff orientation/training during week two of onboarding. Standard contract exit requires 30 days’ written notice after the minimum term; on termination we provide 30 days of transitional support and deliver encrypted exports of configuration files, audit logs, and the final SLA/compliance report as signed PDFs to facilitate vendor handoff.