24x7 Response

24x7 Response provides expert monitoring and troubleshooting to catch and address data and software failures across the Data Operating System (DOS™) ecosystem during the critical off-hours when you schedule data load and refresh jobs. Our experts watch for halted and slow-running jobs, troubleshoot to identify the cause, and take or recommend the steps to solve it, whether that's simply restarting the job or consulting an engineer to rewrite business logic (during normal work hours). 24x7 Response covers the data pipeline plus DOS applications and analytics products (i.e., CORUS™, Care Management, and Patient Safety Monitor™).

24x7 Response does not apply to contracts executed prior to April 1, 2020, unless negotiated separately.

Features of standard and premium 24x7 Response support levels

The problem

Complex data flows are vulnerable to interruptions from the source where data is collected to the many points of extraction, transformation, and loading along the path to reporting and visualization. Interruptions can happen at any hour of the day or night. When it happens at night, no one may know that the data flow has failed until reports are unavailable the next morning, stealing precious time from the workers who depend on current data to do their jobs. Data failures also add to the burden of overtasked data teams who must then divert time from higher-level analytics projects to troubleshoot and repair the pipeline.

Our approach

Health Catalyst’s 24x7 DOS Response team keeps your data flowing to all who depend on it and relieves the burden of monitoring and troubleshooting. Our strategy is based on years of detecting and resolving pipeline and software issues for dozens of clients. Technical specialists watch your scheduled data jobs around the clock, detecting potential data flow failures, identifying the reason for the failure, and getting the data flowing again. We solve common issues (like simple restarts) fast so that your data is available when you need it. For more complex issues, we work closely with your dedicated team during business hours to do whatever is needed to get your data flowing again.

24x7 Response does not include Professional Services. If a problem is escalated to Professional Services, the client will be billed at the professional services rate.

Benefits and components

• Ensure workflow-critical data is current and available when you need it – The success of your healthcare mission requires you to make good decisions informed by high-quality, current data. 24x7 Response keep your critical data flowing during the off-hours so it will be loaded and ready when you need it.
• Get experts to respond and work on resolving important software issues any time of the day or night – Your critical help tickets will get escalated attention when you submit them rather than languishing in a queue waiting for regular work hours. 
• Protect your team from unpredictable interruptions and downtime – Data failures mean non-productive hours while key players wait for troubleshooters who stop higher-level work to fix the problem. Our response team protects your team by detecting potential interruptions, solving them, and avoiding downtime.
• Focus on higher-level work – You no longer need to check jobs or wonder if they’re successful. We monitor continuously and alert you only when your attention is needed. No news is good news. Unless you get an alert from us, all is well!
• Recover from complex failures more quickly – Simple failures can usually be fixed with a restart but complex failures require more complex solutions—such as code rewrites—that consume your time and effort to discover and implement. By both detecting a complex failure and recommending steps to solve it, we’ll get you on the path to recovery in hours instead of days.
• Get ahead of potential trouble with trend monitoring – We watch data load trends across clients and know the signs that a failure may be coming. When we see those signs, we can intervene and keep your data flowing and failure-free.