ConnectHealth runs in your own cloud account, so patient data never leaves your environment. This page explains who looks after what, how we respond when something goes wrong, and how much access ConnectHealth has.
Because ConnectHealth is deployed in your account, responsibility is shared. Knowing who owns each part keeps issues moving to the right team.
You keep control. We provide setup guides, recommended settings and hands-on help, so your team is never working this out alone.
Integration engineers who build, test and fix.
Where every workflow is built and tested, and where we reproduce and fix issues.
Live connections to EHRs and your systems. Changes are released only after sandbox testing.
ConnectHealth processes patient data inside your cloud account. ConnectHealth never hosts or stores it, and only sees it through Enterprise production access you approve, under a BAA.
The platform runs in private networks inside your cloud account, with no public address.
Stored data is encrypted with keys managed in your cloud account. No one can use them unless your access policies allow it.
No patient data leaves your account for ConnectHealth systems, on either tier.
Access and transactions are recorded in audit logs in your account. Workflows can add their own audit steps, so you decide what is logged and where.
When access is needed, you grant it through your cloud's access policies, limited to the ConnectHealth resources and actions required. You can revoke it at any time.
Our engineers see patient data only through Enterprise production access, under a signed BAA, with access you approve.
For standard integrations and environments that are not mission critical.
For mission-critical deployments, larger health systems and teams that need round-the-clock cover.
| Standard | Enterprise Premier | |
|---|---|---|
| Bug fixes in the core platform | Included | Priority routing |
| Documentation and how-to questions | Included | Included |
| New EHR and health system connections | Included | Priority |
| Named technical account manager | No | Yes |
| Quarterly architecture reviews | No | On request |
| FHIR / HL7 mapping guidance | No | Yes |
| 24x7 critical incident line with on-call paging | No | Yes |
| ConnectHealth access to production | None | When needed, approved by you |
| Business Associate Agreement | Not required | Signed with your organization |
| Patient data held by ConnectHealth | None | None |
You set the severity when you raise a ticket, using the definitions below.
| Severity | Standard | Enterprise Premier |
|---|---|---|
| Severity 1 · HighestProduction is down or unreachable, or critical workflows have stopped with no workaround. | 4 business hours | 1 hour, 24x7 |
| Severity 2 · HighOperations are badly degraded or major features are unavailable. A workaround exists but is hard to sustain. | 8 business hours | 4 hours, 24x7 |
| Severity 3 · MediumNon-critical functions are impaired, issues are intermittent, or you have a deployment question. | 2 business days | 1 business day |
| Severity 4 · LowCosmetic issues, enhancement requests and documentation questions. | Best effort | 2 business days |
Response time is how long it takes a ConnectHealth engineer to acknowledge your ticket and start working on it. Time to resolve can depend on others, such as your cloud provider, an EHR outage or your network settings.
ConnectHealth operates inside your own cloud environment. For Enterprise Premier and Custom Tier customers, the Application Availability SLA is 99.9% per calendar month, provided the underlying infrastructure in your account is healthy and operational.
Application Availability means the core ConnectHealth software processes are running, can accept API requests, and can execute workflow logic, assuming the underlying customer-provided infrastructure is operational.
Eligible Enterprise customers may receive Service Credits according to the monthly application-availability result.
| Monthly availability | Service credit |
|---|---|
| 99.0% to below 99.9% | 5% of monthly fee |
| Below 99.0% | 10% of monthly fee |
Our Jira Service Management portal is the system of record for all support requests on both tiers. Other channels are used only where agreed in writing.
What is excluded? Downtime caused by underlying cloud or infrastructure outages, changes to your access roles, network security rules or encryption keys, inadequate compute or storage resources, external EHR or health-system failures, customer-configured workflow errors, or third-party webhook/downstream app failures does not count toward this SLA and does not qualify for service credits. These scenarios are described further under “Outside our control.”
Production failures usually follow known patterns: a changed field, an expired login, or an EHR rejecting a value. The error and the failed step are enough to find the cause.
Your admin shares their screen with patient details hidden, and we walk them through the fix. We don’t access your data.
Our engineer works in production with time-limited access that your team approves and your cloud account logs.
We share an estimate before work starts and begin only once you approve it.
ConnectHealth runs in your account and connects to systems we do not operate. When one of these is the cause, we help you find it, and the fix sits with the owner.
Failures in regions, compute, containers, networking or other cloud services the platform needs.
Edits to the access roles, network rules or encryption keys ConnectHealth relies on.
Compute or storage limits set too low for your message volume.
EHRs, health systems, payers, clearinghouses or AI models going down or changing without notice.
Stalled or misrouted messages caused by how a workflow is configured.
Limits, throttling or downtime in the apps and webhooks that receive data.
Secure troubleshooting access: When remote troubleshooting requires access to ConnectHealth instances, provide temporary, secure, limited access (for example, scoped access roles or a secure bastion host). Production access remains subject to the approval and BAA conditions explained above.
Customer cloud responsibility: Support covers ConnectHealth software, not general cloud networking, network peering limits, or cloud billing issues. Your team remains responsible for the underlying cloud environment.
If you serve your own customers, ConnectHealth works as an extension of your team. We join your customer calls and EHR go-lives under your name, and take on the integration work. You keep the relationship. Your customers see one team: yours.
ConnectHealth is Mindbowser’s AI-first healthcare integration engine. Connect to Epic, Cerner, Athena, and 20+ EHRs, deployed inside your own cloud so PHI never leaves your environment. Helix AI generates production-ready FHIR and HL7 workflows from plain English. No custom code. Predictable pricing. Sandbox in minutes.
Yes, on Enterprise Premier when you want our engineers to work in production. On Standard, ConnectHealth does not create, receive, store or send patient data for you.
Only your team by default. On Enterprise, named ConnectHealth engineers can be given temporary access through your cloud's fine-grained access policies. You approve it, your account logs it, and you can revoke it at any time.
It depends on how the workflow is built. ConnectHealth workflows can include retries, queues and failure alerts, so a workflow writing data into an EHR can hold messages and retry them once the EHR is back. We help you design this handling when each workflow is built, and help confirm the cause during an outage.
ConnectHealth deploys into your own cloud account. Ask us about the providers available for your setup.
Yes. Most teams start on Standard and move up as their integrations become critical to operations.
Your cloud marketplace typically notifies you when a new version is available, and we keep you informed with regular release updates. You choose when to update, and we can apply it for you when you are ready. Staying on the current release or one of the two major releases before it keeps you supported.
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