When Your Website Matters, Support Can’t be Optional.
Our managed SLAs are built for healthcare organizations that need reliability, fast response, and regulatory peace of mind.
Your website isn’t just a marketing tool — it’s patient-facing infrastructure. Our Managed Support SLAs give healthcare organizations the confidence that their site is secure, compliant, monitored, and backed by a technical team that understands what’s at stake.
Dependable technical support backed by a trusted partner.
Why Healthcare Teams Choose Our SLAs
Priority Response When It Matters
Not all issues are equal. Our severity-based response model ensures:
- Patient-facing outages get immediate attention
- Critical paths, scheduling, and provider tools are prioritized
- Clear communication during incidents — no black boxes
- Fast response & resolution
Built for Regulated Environments
Healthcare websites face unique risks. We help teams navigate:
- HIPAA-aware workflows
- Secure form handling & PHI guidance
- Third-party script risk & assessment
- Consultation on compliance tools, vendors and partners
A Technical Partner — Not Just a Help Desk
Our clients rely on us when:
- Internal teams don’t have CMS or dev resources
- Compliance questions arise
- Website changes need to be made safely & quickly
- Platform stability matters more than experiments
What Our Managed Support Covers
Every SLA plan includes:
- Proactive platform monitoring & uptime management
- Security updates, patching & dependency maintenance
- Incident response & break/fix support
- Backups, restores & disaster recovery assistance
- Minor content and UX changes (within plan hours)
- Technical guidance for compliance, privacy, and regulatory concerns
This is foundational support — the work that has to be done right and fast.
A Safer Way to Run Your Healthcare Website
Your team shouldn’t have to worry about:
- Who to call when the site is down
- Whether an update broke compliance
- How fast issues will be addressed
- Whether support will disappear when priorities shift
Our Managed Support SLAs ensure your website is stable, secure, and supported — today and long-term.
Service Level Agreement (SLA) Support Tiers
E-dreamz offers several levels of support through our SLA tiers. Additional monthly general support hours can be added to any tier. This offers flexibility for organizations that value priority response, a robust allocation of monthly resources, or a combination thereof.
Ad Hoc Support Only
Who it fits:
Clients that prefer to handle their own website support and content publishing.
Ad Hoc Support:
- No proactive activities or site updates
- Requests made via our Help Desk ticketing system
- Estimates for hours and timeline provided per-request
- Requests are worked into our schedule as time permits
- No dedicated monthly support hours
No guaranteed response or turnaround times - dependent on current workload & availability
For Growing Practices
Who it fits:
Growing practices w/ lightweight support needs
Core inclusions:
- Active monitoring for performance & compliance
- Same or next-day response & 5-7 day turnaround times on standard requests
- Standard support hours of Mon–Thu 7:00a–4:00p ET
- Support hours limited to content edits, graphic design work, minor UI/UX updates & standard SEO activities
- Includes 4 General Support Hours
- Help Desk Ticketing
Guaranteed response times & standard-priority scheduling
For Established Practices
Who it fits:
Established practices w/ routine support needs
Core inclusions:
- Active monitoring for performance & compliance
- Same or next-day response & 3-5 day turnaround times on standard requests
- Extended support hours of Mon–Fri 7:00a–4:30p ET
- Support hours limited to content edits, graphic design work, minor UI/UX updates & standard SEO activities
- Includes 8 General Support Hours
- Access to Remedy Analytics
- Help Desk Ticketing
Guaranteed response times & higher-priority scheduling
For Multi-Location Groups
Who it fits:
Large, multi-location practices w/ complex support needs
Core inclusions:
- Active monitoring for performance & compliance
- Same-day response & 2-3 day turnaround times on standard requests*
- Extended support hours of Mon–Fri 7:00a–4:30p ET
- Support hours may include content edits, graphic design work, UI/UX updates, custom engineering, API integrations & enhanced SEO activities
- Includes 15 General Support Hours
- Access to Remedy Analytics
- Dedicated Account Manager and/or Technical Contact
Fastest response times & highest-priority scheduling
General Support Hours
General support hours can be used for any of the following services:
- Content edits, page updates, and component or widget updates
- Minor UI/UX adjustments, graphic design or basic template updates
- Technical SEO upkeep (if requested or deferred to unused hours)
- Custom landing pages, content strategy & development, SEO/AEO optimization (Enterprise Tier Only)
- Custom engineering, integrations, and custom template development (Enterprise Only)
Additional Hours
Additional monthly General Support Hours can be added to any SLA tier in blocks of 10 hours at a fixed rate of $1350 (10% discount on our standard hourly rate of $150). This allows for customizing SLA packages for active clients that require more routine hands-on support than our standard tiers provide.
*Standard Requests vs Custom Requests
Standard Content Requests include updates that can be completed using existing CMS tools, layouts, components, and templates without modification. Examples include text edits, image swaps, link updates, page publishing, or content rearrangement within an existing page structure. Requests that require custom engineering, CMS configuration changes, custom graphic design, new layouts or templates, custom UI/UX development, or functionality outside of existing CMS capabilities are considered Custom Requests. These requests are not subject to guaranteed delivery times and will be evaluated individually with an estimated timeline provided prior to execution.
Remedy CMS: The Platform Behind Every Website
Unlike agencies that rely on generic platforms, E-dreamz powers every medical website with Remedy CMS, our proprietary healthcare-focused platform.
- Pre-built healthcare components (provider profiles, locations, patient resources, & more).
- HIPAA-aware security and compliance features.
- Lightning-fast load speeds and Core Web Vitals optimization.
- Easy content management for your marketing team.
- Backed by our in-house support and development team.
Dedicated Support Services | Frequently Asked Questions
Essentially, the General Support Hours included in your SLA plan can be used for any service that E-dreamz provides. This includes, but is not limited to: content management, page edits, custom page buildouts, graphic design, template adjustments, UI/UX updates, custom engineering, integrations, technical SEO upkeep, or consultation on healthcare technology, compliance and regulations. Not all tiers include time for all services. For more time-intensive requests, additional hours may required outside of your selected SLA plan. Any SLA tier can be customized to fit your practice's routine monthly needs by including additional General Support Hours.
Remedy CMS hosting includes guaranteed response times, 24/7 monitoring, regular backups, disaster recovery procedures, and continuous performance tuning/Core Web Vitals optimization—all managed by our healthcare-specialized team.
Yes. We operate with HIPAA-aware processes, secure hosting, and privacy-minded workflows. For tools that touch PHI (e.g., compliant forms, appointment scheduling, patient portals, billing solutions, and other healthcare software), we guide configuration and best practices to help you maintain compliance.
Essential suits private practices that need dependable updates, SEO/AEO, and hosting. Enterprise is built for large, multi-location groups that require advanced governance, higher SLAs, expanded content ops, and coordinated support across many providers/locations.
Response times follow our SLA tiers (defined in your agreement) and are prioritized by severity. Critical uptime or security issues trigger immediate alerts and rapid remediation via 24/7 monitoring. In most cases, we reply to routine requests same-day with a 3-5 business day turnaround for medium-sized requests.
Both. We handle ad-hoc requests and run a proactive roadmap: monthly audits, AEO/SEO improvements, accessibility checks, speed tuning, and content recommendations aligned to growth goals.
We customize our reporting to the cadence and KPIs that suit your needs and level of engagement. Reporting may cover visibility (SEO/AEO), traffic, engagement, conversion/appointment requests, site health, and/or SLA/uptime metrics. For active growth retainers, we also routinely review a prioritized action plan. We utilize SEMRush along with our own Remedy CMS Analytics for general traffic reporting, ensuring we remain clear of HIPAA concerns with 3rd party analytics trackers.
Yes. We routinely support integrations for appointment scheduling, online reputation platforms, compliant form solutions, patient portals, billing tools, and related healthcare software—focusing on secure, reliable connections and smooth workflows.
Start with a brief discovery to right-size Essential or Enterprise support. Packages are flexible—you can scale up or down as needs evolve, and we’ll update the roadmap accordingly.
Technical SEO refers to the foundational, platform-level activities that ensure your website can be properly crawled, indexed, and understood by search engines. These tasks are typically maintenance-oriented and do not involve content strategy or page creation.
Examples of Technical SEO include:
- 301 redirect creation and management
- XML sitemap generation and submission
- Site health monitoring and issue identification (e.g., via SEMrush or similar tools)
- Resolution of crawl errors or broken links
- Meta title and meta description updates
- Image alt tag updates
Technical SEO tasks may be requested under any SLA tier, subject to available support hours.
SEO/AEO Optimization refers to strategic and growth-focused activities intended to improve search visibility, patient acquisition, and conversion performance. These services involve analysis, planning, and content development rather than routine maintenance.
Examples of SEO/AEO Optimization include:
- Keyword research and content opportunity analysis
- Content creation or substantial content rewrites
- Custom landing page strategy or layout development
- Conversion rate optimization (CRO)
- Performance analysis, reporting, and recommendations
SEO/AEO Optimization services are available exclusively to clients on our Enterprise SLA tier.
One Partner - Every Digital Solution Your Practice Needs.
EHS is more than a vendor — we’re your long-term partner in building a stronger, smarter, and more compliant digital presence.
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