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One platform · the whole practice
The clinical record your practice owns outright — and the operations engine that keeps it running. One system, one sign-in.
| Priority | Ticket | Tenant | Status | Technician | Account mgr | Age | SLA |
|---|
Every live & onboarding tenant at a glance — who's installing, who has an issue. Continuously monitored 24/7 — zero drop time. Each tenant also has a nightly maintenance window at 02:00 in its own time zone for firmware/patch checks & rolling reboots — done node-by-node behind the load balancer, so nothing goes down, hospitals included. Click any tenant to open its record.
Open a customer to drill into their sites, contacts, recurring agreements, assets, tickets, billing & security — one record per customer.
Accepting a quote auto-builds an onboarding project with milestone phases and tasks. Each project has a stage pipeline, time budget, and progress.
P1 only happens at the top of both scales — it can't be reached by urgency alone. The SLA clock pauses while a ticket is Waiting on client or On hold. Targets are editable under SLA targets.
Priority = impact × urgency. P1 Critical (9 — both High only) · P2 High (3–6) · P3 Normal (1–2).
Every system has a defined flow. The process maps show how work moves through the platform; the clinic flows are the guided, prompt-by-prompt steps our software walks staff through — so front desk and nurses just follow the path. The daily local-systems check syncs back to our monitoring, giving us eyes on the things we can’t see remotely (kiosks, displays, their internet).
| Customer | Recurring / mo | Open invoices | Current | 1–30 | 31–60 | 61+ | Balance due | Oldest due |
|---|
| Clinic | Entries | Hours | Amount | Oldest entry |
|---|
| Clinic | Period | Amount | Due | Status |
|---|
Production: syncs with your accounting system — invoices, payments, and reconciliation flow both ways. Sales quotes and Angela's pipeline live in Sales & Billing.
A Built-In Test for every tenant, FBCB2/BFT-style: the full component panel — application, data, backup/DR, integrations, identity & infrastructure — each with a measured metric vs. its limit, so a degraded part names itself. No guesswork. Most faults auto-remediate; when a clinic calls, open their tenant → Run system check. This is the platform's health, not the clinic's devices.
| Status | Clinic | Subsystem | Component | Metric vs limit | Checked |
|---|
Production: live health from app/DB probes, AWS CloudWatch, backup jobs, interface engines & identity — with automated runbooks that self-heal and log every action.
The proof that nobody loses data: restore from the immutable backup into a clean environment, time it, record the result. Satisfies HIPAA 164.308(a)(7) and NIST 3.8.9.
Runbooks, SOP checklists, network notes and credential references — linked to each customer. Credential docs record where a secret lives and who holds it, never the secret itself.
Internal only — no SKUs. Your per-seat / per-unit cost for the bundled stack (Shalem Shield, M365, backup, Shalem Voice, pro-services time) — so you always know your COGS and protect the margin floor. Clients see inclusions & value, never these numbers. These are cost/margin reference lines, not a catalog you sell from. Live platform & tenant health lives in System Health, not here.
| Item | Category | Billing | Your cost | Your rate | Margin |
|---|
Production: MTTR & SLA trends month-by-month, agent utilisation and profitability from live ticket/billing history, exportable to Excel/CSV.
Frameworks come from each clinic's profile. Evidence is collected from Shalem's background tools every 6 hours; it never opens tickets on its own. Plain-language summaries, not legal advice, and not a certification.
Each person's role decides which workspaces (home screen doors) and which menu items they see. Department and site still decide who appears in the patient messaging directory. Hiding a screen here is not security — what a signed-in person can read is decided by the database access rules.