Annual subscription
Support plans
Expert help from the team that builds BridgeLink, with response commitments that match how critical your interfaces are.
Essentials
$5,000 per year
- 2 production issue cases / month
- Email support
- 9 AM–5 PM CST, Mon–Fri
- 1-month case rollover (max 4)
- Business-hours outage response
Advanced
$7,500 per year
- 6 production issue cases / month
- Email & phone support
- 8 AM–6 PM CST, Mon–Fri
- 2-month case rollover (max 6)
- After-hours cases handled next business day
Premium
$10,000 per year
- 12 production issue cases / month
- 2 channel developer cases / month (1 hour each)
- Email & phone support
- 24/7, including weekends & holidays
- 4-month case rollover (max 12)
- Immediate outage response, continuous updates
Every plan includes patches, security updates, and version compatibility fixes, delivered via AWS Marketplace or a secure channel. Questions about a plan? Call 866.857.5373 or reach us through our contact page.
Compare
Compare the plans
Everything each subscription includes, side by side.
| Essentials | Advanced | Premium | |
|---|---|---|---|
| Production issue cases / month | 2 | 6 | 12 |
| Channel developer support | 2 cases / month (1 hr each) | ||
| Case rollover | 1 month (max 4) | 2 months (max 6) | 4 months (max 12) |
| Support channel | Email only | Email & phone | Email & phone |
| Coverage hours | 9 AM–5 PM CST, Mon–Fri | 8 AM–6 PM CST, Mon–Fri | 24/7, incl. weekends & holidays |
| Critical issue handling | Business-hours response | After-hours: next business day | Immediate, continuous updates |
Service levels
Response time commitments
Guaranteed first-response times by issue priority, so you always know what to expect.
| Priority | Essentials | Advanced | Premium |
|---|---|---|---|
| P1 · Critical Complete outage, halted message delivery, or critical patient or business impact | 4 business hours (Mon–Fri, 8 AM–6 PM CST) | 2 business hours (Mon–Fri, 8 AM–6 PM CST) | 1 hour (24/7, hourly updates) |
| P2 · High Major functionality issues, recurring errors, or performance degradation | 1 business day (Mon–Fri, 9 AM–5 PM CST) | 4 business hours (Mon–Fri, 8 AM–6 PM CST) | 2 hours (24/7) |
| P3 · Normal Minor or cosmetic issues with minimal impact | 2 business days | 1–2 business days | 1 business day |
| P4 · Low General questions, enhancement requests, or informational inquiries | 5 business days | 3 business days | 2 business days |
Every plan
Included with every plan
Each subscription comes with these, regardless of tier.
Software updates
Patches, compatibility updates, and critical security fixes, including retrofit builds matched to your deployed version. Delivered through AWS Marketplace or a secure channel.
Case tracking & escalation
Every support case is tracked from open to resolution, with escalation based on severity and your plan level so urgent issues reach the right engineer fast.
Version coverage
Support covers deployments within two major versions of the latest supported BridgeLink release, keeping your environment current, secure, and fully supportable.
Plugin support
These plans cover the BridgeLink engine. Proprietary BridgeLink plugins are offered as an enhanced package under a separate license and support subscription.
Not sure which plan fits?
Tell us about your interfaces and how critical they are, and we'll help you choose the right level of coverage.