Priority access
Severity definitions you agree in week one. Production-blocked work gets a human the same business day. Configuration work gets a scheduled window, not an open-ended ticket.
IT support services
Application support and direct access to analysts
ACM provides ongoing support for healthcare administrative applications, including EZ-CAP environments. Team members are available for production issues, configuration changes, and planned updates. The working model is direct communication with analysts and developers rather than a long ticket queue.
What you are buying
Reserved hours. Measured response. Same people who do the projects
People who can change the system
Analysts who open EZ-CAP and related tools, read the tables, and make the change — not a front-line that only files issues for someone else.
Hours that do not vanish
Unused retainer hours roll into documentation, rule cleanup, release prep, or training. You should be able to see where the month went.
In scope
The work that usually arrives on a Thursday afternoon
- Break/fix on claims, benefits, letters, and security roles
- Table and rule changes tied to an EOC or contract update
- Interface and EDI rejects that need a working theory, not a reboot
- Release and patch readiness on your actual plans
- Short knowledge-transfer sessions for new ops staff
How we measure support
Time to first human · time to restore · reopen rate · hours used vs. rolled.
What this is not
Not licensed vendor product support. Not a 24/7 NOC unless we contract it. Not an unlimited change factory hiding inside “a few questions.”
Fit with BPO and consulting
Support sits between a project and a processing team
If the root cause is a bad workflow, the consultant stays. If the root cause is volume, BPO takes the inventory and support keeps the application stable. Clients should not have to explain the same environment to three vendors.
Project
Implementation, conversion, or a rebuild with an end date.
Retainer
Ongoing application support with a named owner.
BPO
Claims and admin capacity when the work is the work, not the system.
Start
Tell us the last five tickets that hurt
We will map them to project, retainer, or BPO — or say you already have the right team.