Operations and SLAs
Operations and SLAs describe how Health Gorilla runs, monitors, and maintains the platform to support reliable clinical data exchange over time. This includes the operational controls, processes, and expectations that underpin availability, incident response, change management, and auditability across the platform.
Uptime and Availability
Health Gorilla operates a cloud-native platform designed to support continuous interoperability workflows and reduce the impact of service disruptions.
Operational availability is supported through:
- Infrastructure designed for high availability and fault tolerance
- Redundant components and geographic distribution to mitigate localized failures
- Continuous observation of system health indicators, including latency, throughput, and error conditions
Availability targets and operational expectations are managed through established platform operations and governance processes.
Monitoring and Support
Platform services are continuously monitored to identify performance degradation, anomalies, or potential service-impacting conditions.
Monitoring and support practices include:
- 24×7 system monitoring with automated alerting
- On-call escalation paths for investigation and remediation
- Ongoing analysis of operational metrics to detect trends and emerging risks
These practices support timely response and sustained platform stability.
Incident Response
Health Gorilla maintains documented incident response procedures aligned with healthcare reliability, security, and compliance standards.
Incident response practices include:
- Defined incident severity classifications and response workflows
- Coordinated investigation and remediation of service-impacting events
- Communication with affected clients when incidents materially affect platform behavior or availability
- Root cause analysis for significant incidents, with corrective actions tracked to resolution
Change Management
Platform changes follow formal change management processes intended to preserve stability while enabling continuous improvement.
Change management practices include:
- Controlled deployment processes with versioning, peer review, and testing
- Validation of changes in sandbox environments prior to production release
- Advance communication of scheduled maintenance when applicable
- Rollback procedures to support recovery if issues arise during deployment
These controls help ensure predictable platform behavior across updates.
Auditability and Reporting
Operational activity across the platform is logged and auditable to support regulatory oversight and client requirements.
Auditability and reporting capabilities include:
- Comprehensive logging of API access, configuration changes, and operational actions
- Retention of audit records to support compliance reviews and investigations
- Support for audits and assessments related to HIPAA, TEFCA participation, HITRUST certification, and SOC 2 Type II reporting
These practices promote transparency, traceability, and accountability across enterprise operations.
Updated about 7 hours ago