Technology

What are the licensing restrictions on your software?

Response: Under the perpetual license model, Health Catalyst grants “a non-exclusive, non-transferable license to use Licensed Software, Licensed Resources, Documentation, Deliverables, and Methodology, but only for Client’s internal use for itself (the ‘License’). The License includes a license to make copies as needed for such use and for reasonable archive or backup purposes. Client may not use, and is not licensed to use, any Licensed Software, Licensed Resources, Documentation, Deliverables, or Methodology for any other purpose or in any manner or application that is in violation of any law, regulation, ordinance, or government authority, or in violation or breach of any obligation Client may have to a third party. The License may only be exercised within the United States of America.”

What disaster recovery services are provided?

Response: Health Catalyst Source Marts are mildly transformed copies of data contained in the client’s source systems. The client’s source systems are the systems of record for data in the EDW. Therefore, the Health Catalyst EDW can be fully re-created from data in the source systems. Health Catalyst recommends backing up the metadata system, administration tables, and data created by Health Catalyst’s Instant Data Entry Application (IDEA) application. For faster EDW recovery, clients may optionally back up the Source Marts and Subject Area Marts and then restore them from backup copies in the event of a catastrophic failure. Once restored from backups, the Source Marts can be brought up to date by running the nightly ETL processes. In the vast majority of cases, the Catalyst EDW is not a critical system required for immediate patient care, so system availability and disaster recovery requirements are usually much less demanding than direct patient care (bedside) systems like the EMR.

How are customizations handled with major and minor software releases?

Response: In the event of a minor release, customizations are usually not effected. In the event a customization could be effected, Catalyst will work with the HPH team to minimize the impact. For major releases, Catalyst provides scripts and other tools to assist in the conversion to the new version. In some cases human interaction will be required.

How often are upgrades released?

Response: Core platform updates are delivered every six months and contain significant feature upgrades and improvements along with bug fixes. Service releases are delivered quarterly and address key bug fixes identified by customers. Hot fixes are critical fix events and are issued as soon as that type of issue is identified. Content updates happen whenever Source Mart and Subject Area Mart content updates are needed. With Source Mart content, updates occur when a new version of the source system is released or when a new portion of the source system is added to the supported Source Mart content. For Subject Area Mart content, updates occur when medical definitions or evidence change (CMS definitions, ICD-10 transition, new medical evidence) or when Catalyst clinicians, data architects, or client clinicians define new intellectual property to share with licensed clients. Catalyst will provide a Service Level Agreement for details regarding escalation, RTOs (response time objectives), and SLAs based on client needs. The details of the escalation procedures are finalized and documented in the client’s statement of work.

How do you define releases?

Response: Core platform updates are delivered every six months and contain significant feature upgrades and improvements along with bug fixes. Service releases are delivered quarterly and address key bug fixes identified by customers. Hot fixes are critical fix events and are issued as soon as that type of issue is identified. Content updates happen whenever Source Mart and Subject Area Mart content updates are needed. With Source Mart content, updates occur when a new version of the source system is released or when a new portion of the source system is added to the supported Source Mart content. For Subject Area Mart content, updates occur when medical definitions or evidence change (CMS definitions, ICD-10 transition, new medical evidence) or when Catalyst clinicians, data architects, or client clinicians define new intellectual property to share with licensed clients.