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 Mindbowser 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. Mindbowser, as a company, never hosts, stores or receives it.
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 Mindbowser 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 |
| Mindbowser access to production | None | When needed, approved by you |
| Business Associate Agreement | Not required | Signed with your organization |
| Patient data held by Mindbowser | 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.
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.
BLOGS 
NEWSROOM 
CASE STUDIES 
WEBINARS 
PODCASTS 
ASSET HUB 
EVENT CALENDAR 
run_8f2c41, and the error details from the ConnectHealth dashboard.Your admin shares their screen with patient details hidden, and we walk them through the fix. Mindbowser does not 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.
If you serve your own customers, Mindbowser 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.
Yes, on Enterprise Premier when you want our engineers to work in production. On Standard, Mindbowser does not create, receive, store or send patient data for you.
Only your team by default. On Enterprise, named Mindbowser 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 within two major releases keeps you supported.
Full terms are set out in the ConnectHealth support agreement and license terms.
Partner with us to design, build, and scale digital solutions that drive better outcomes.
Global Tech Teams LLC, 525 Washington Blvd, Industrious at Newport Tower, Jersey City, NJ 07310, United States.
Let’s discuss your goals, workflows, and next steps in a focused consultation call.
Schedule a Call