ASP-RCM SLA & Uptime. We commit to the number in writing. Then we hit it.
Most RCM vendors give you a dashboard and a hopeful tone. We give you a written SLA. platform uptime, incident response, clean-claim rate, denial recovery, AR > 90, time-to-respond. with a quarterly scorecard you can hold us to. Miss a number and there’s a service credit. In writing.
The numbers, in writing.
Every commitment below is in your MSA. Quarterly scorecard reports against each one.
Platform uptime: 99.95%
Measured per minute, excluding scheduled maintenance windows announced 7 days prior. Service credit if missed.
Incident response: 4 hours
Severity 1 acknowledged within 15 minutes. Updates every hour until resolved. Postmortem within 5 business days.
Clean-claim rate: 95%+
Per-client target tied to specialty mix. Measured monthly. Trends shared in quarterly scorecard.
Denial recovery: 65%+
Of overturnable denials, in-policy. Measured against each client’s payer mix. Reported with detail by payer.
AR > 90 days: < 18%
Standard target. Some specialties (ABA, behavioral) have specialty-specific targets in writing.
Response time: < 1 business day
Senior partner responds to client requests within 1 business day. Measured. Reported. Scored.
Numbers your CFO can audit, not vibes.
What happens when we miss a number.
Documented in your contract. Not improvised after the fact.
Detection
Internal monitoring catches the miss. Datadog alert, ops review, or scorecard.
Disclosure
Senior partner discloses to client within 1 business day. Not buried in a footnote.
Root-cause
Written RCA delivered within 5 business days. Cause, scope, remediation.
Service credit
Calculated per MSA. Applied automatically. No client form to fill out.
Remediation
Fix shipped, tested, and confirmed in writing. Tracked in quarterly scorecard going forward.
Pairs well with.
Each piece of the platform reinforces the next. Worth reading together.
Ready to put SLA & Uptime in front of your CIO?
We’ll walk your team through the platform live, answer the hard questions, and leave you with documentation your security and engineering teams can actually evaluate.