Managed IT Services for Healthcare & Medical Practices

Every Framework IT managed services agreement includes a comprehensive cybersecurity stack at no additional charge. There is no upsell, no add-on tier, and no gap in protection.

What is included:

• Endpoint Detection & Response (EDR) powered by SentinelOne with AI-driven threat detection, automated quarantine, and forensic investigation
• 24/7/365 Managed Detection & Response (MDR) through BlackPoint Cyber, a SOC 2 Type 2 certified Security Operations Center that detects and contains threats within minutes
• Advanced Email Security via Mimecast, blocking phishing, spoofing, malware, and Business Email Compromise (BEC) attacks before they reach your inbox
• Multi-Factor Authentication (MFA) enforced across all systems
• Security Awareness Training through KnowBe4 with simulated phishing campaigns, micro-learning episodes, and compliance-specific modules including HIPAA
• Dark Web Monitoring scanning for compromised credentials tied to your organization
• SIEM Logging for security event aggregation, threat intelligence, and compliance auditing
• Managed Application Control restricting unauthorized or risky software from running on managed devices
• Automated Vulnerability Scanning continuously identifying unpatched software, misconfigurations, and known vulnerabilities

These layers work together. If a phishing email bypasses Mimecast, trained staff recognize it. If a user clicks anyway, MFA blocks unauthorized access. If credentials are compromised, the SOC detects suspicious activity and isolates the threat in minutes.

Framework IT conducts annual third-party HIPAA compliance audits covering access controls, encryption, incident response, Business Associate Agreement (BAA) compliance, and employee training. We sign BAAs and treat compliance as an operational requirement, not a checkbox exercise.

What your practice receives:

• Risk assessments and gap analyses aligned to current and incoming HIPAA Security Rule requirements, conducted by your dedicated virtual CIO (vCIO)
• Security policy development and implementation, including Acceptable Use, Password, Incident Response, Data Backup & Recovery, Remote Access, Mobile Device, and Vendor Management policies
• Employee attestation workflows creating documented proof that staff have acknowledged and accepted security policies
• Comprehensive audit trails with every action logged to individual Framework IT employee accounts for full accountability and forensic investigation
• Role-Based Access Control (RBAC) with least privilege enforcement
• Encryption at rest and in transit using BitLocker full-disk encryption on all managed Windows devices and 256-bit AES / 128-bit SSL encryption on all backup data
• Annual policy reviews by your vCIO to maintain alignment with evolving threats and regulatory changes
• Documentation and evidence packages to support OCR investigations, insurance claims, and audit requests

Your vCIO also provides compliance guidance across additional frameworks including SOC 2, FINRA, GDPR, and PCI, depending on your practice's specific regulatory environment.

When an EHR goes down or a provider cannot access patient records, the impact is immediate and measurable. Framework IT's support model is built for speed and consistency.

Support structure:

• 30+ engineers across multiple tiers and specializations, all U.S.-based W2 employees
• Dedicated Help Desk Team/Pod assigned to your practice so the same engineers who know your environment handle your tickets
• Average response time across all priority levels: under 5 minutes (contractual SLA guarantees range from 30 minutes for critical issues to 4 hours for low-priority requests)
• 97% of issues resolved remotely for faster resolution and less disruption to patient care
• Onsite support included when remote resolution is not sufficient, with dispatch typically within 4 hours for urgent needs in the Chicagoland area
• 24/7/365 emergency support for critical issues such as company-wide outages, ransomware attacks, or server failures affecting patient care
• Live answer guarantee: calls to our Service Hotline during business hours are always answered by a trained Service Coordinator. If you ever have to leave a voicemail, you receive a $25 credit.

Quality metrics:

• Net Promoter Score (NPS): 75 (scores above 50 are considered exceptional)
• Customer Satisfaction (CSAT): 96%
• Client Retention Rate: 96%
• Same-day, first-touch resolution: 78% of all tickets

Small and mid-size practices rarely have the budget for a full-time CIO or CISO, but they face the same strategic technology decisions as large health systems. Framework IT assigns every client a dedicated virtual CIO (vCIO) at no additional cost.

What your vCIO provides:

• Technology roadmaps aligned to practice growth, regulatory timelines, and budget constraints
• Strategic Business Reviews at least twice per year (quarterly for most clients), covering technology performance, lifecycle planning, cybersecurity posture, and budget forecasting
• HIPAA compliance guidance, including gap analysis against incoming Security Rule requirements and coordination with your compliance officer
• Cloud migration and infrastructure modernization planning
• EHR and application integration support, including vendor coordination and compatibility assurance
• Hardware lifecycle management using Lifecycle Insights to proactively identify equipment approaching end-of-life before it fails
• Cyber liability insurance support, including pre-renewal questionnaire guidance, evidence of compliance, and carrier communication
• AI strategy and responsible AI guidance, helping your practice identify practical use cases while maintaining security and compliance

Framework IT does not pay sales commissions to vCIOs, eliminating conflicts of interest. Your vCIO's recommendations serve your practice's interests, not a sales quota.

The incoming HIPAA Security Rule will require the ability to restore critical systems within 72 hours. Framework IT's backup and disaster recovery platform, powered by Axcient, is designed to meet and exceed this requirement.

Capabilities:

• Recovery Point Objective (RPO) as low as 15 minutes for servers
• Recovery Time Objective (RTO) under 1 hour in ideal conditions
• Virtual Office instant virtualization: spin up a virtualized server in Axcient's cloud within minutes for temporary production during hardware replacement or repair
• AirGap anti-ransomware protection: immutable backups that cannot be encrypted, deleted, or tampered with, even if your production environment is fully compromised
• AutoVerify automated testing: daily or weekly virtualized boot tests confirm backup integrity without manual intervention, providing documented proof of recoverability for compliance and insurance
• Microsoft 365 and Google Workspace backup: minimum 3 backups per day with 99.99% backup SLA and full-text search across 100 million+ objects in under 5 seconds
• Chain-free technology: no re-seeding required, even after years of retention, eliminating the risk of backup chain corruption
• SOC 2, HIPAA, and GDPR compliant with 256-bit AES encryption at rest and 128-bit SSL in transit
• Flat-fee pooled storage with no per-GB charges or overage fees

Your Proactive Infrastructure Engineer (PIE) monitors backup health daily. Your vCIO plans for long-term retention and compliance needs. When an incident occurs, our help desk restores files, folders, or systems as part of standard support.

Medical practices operate on tight margins with competing investment demands. Framework IT's pricing model is designed for predictability and long-term cost reduction.

• Flat monthly fee covering unlimited support, cybersecurity, strategic planning, and proactive maintenance
• No surprise billing guarantee: you will never pay for hourly or project invoices that were not pre-approved by your authorized decision-maker
• Business Optimization Framework pricing: as your practice aligns with IT best practices, your monthly pricing decreases, reducing total cost of ownership over time
• Hardware as a Service (HaaS) and leasing options to convert capital expenditures to predictable monthly operating expenses
• Cyber insurance premium reduction: Framework IT clients typically experience 20-40% lower cyber liability insurance premiums due to our comprehensive security controls, with savings that often exceed the monthly managed services fee itself

Medical practices depend on a web of third-party vendors for EHR, billing, imaging, telehealth, and cloud services. Framework IT coordinates this ecosystem on your behalf.

• Vendor coordination and escalation: we manage relationships with ISPs, software vendors, hardware manufacturers, and cloud providers so your staff does not have to
• Third-party vendor oversight: your vCIO reviews vendor security posture and compatibility with your environment
• EHR infrastructure support: while application-level EHR administration remains with your vendor or internal staff, Framework IT ensures the servers, network, connectivity, authentication, and security layers that support your EHR are performing and protected
• Multi-location deployment experience: Framework IT has deployed standardized technology across organizations with dozens of locations, including healthcare providers with 12+ clinical sites