Uptime and Availability

Health Gorilla provides high-availability, cloud-native infrastructure designed for nationwide interoperability.

• Target uptime of 99.9% or higher across all production systems
• Redundant infrastructure with geographic failover to prevent regional outages
• Proactive monitoring of latency, throughput, and error rates

Monitoring and Support

All production systems are continuously monitored to detect performance issues, anomalies, or potential disruptions.

• 24×7 monitoring and automated alerting by operations teams
• Integration with ticketing and on-call systems for escalation and remediation
• Service performance metrics available through dashboards and enterprise reporting (upon request)

Incident Response

Health Gorilla maintains documented incident response procedures aligned with healthcare security and compliance standards.

• Defined severity levels and response timelines
• Coordinated communication with affected customers during service-impacting incidents
• Root cause analysis performed for all major incidents, with corrective actions tracked to closure

Change Management

System updates follow a formal change control process to maintain reliability and minimize impact.

• Scheduled maintenance windows communicated in advance
• Version control, peer review, and testing required for all production changes
• Rollback procedures maintained for every deployment
• Structured release cadence, with deployments tested in sandbox environments before production

Auditability and Reporting

Operational activities are logged and auditable to support client and regulatory requirements.

• Complete audit trails for API access, configuration changes, and operational actions
• Reporting available for compliance reviews and certification audits
• Audit support provided for HIPAA, TEFCA, HITRUST, and SOC 2 Type 2 assessments