Infrastructure transformation
for a regulated healthtech platform.
How Covalent Health achieved 99.99% uptime and reduced incident response time by 93% through proactive infrastructure management.
Business challenge.
Covalent Health operates a patient data platform serving over 2,000 healthcare providers. In their industry, system availability is both a regulatory obligation and a contractual requirement. Downtime directly impacts patient care coordination and erodes provider trust.
Their existing managed service provider took a reactive approach—responding to outages after they occurred rather than preventing them. Average incident response times exceeded 45 minutes, with some critical events taking over two hours to acknowledge. The platform was running at 99.4% uptime, translating to over two hours of unplanned downtime each month.
On the compliance front, unaddressed security vulnerabilities and the absence of documented recovery procedures represented growing organizational risk. Leadership recognized that their infrastructure management model was no longer adequate for the company's scale and regulatory requirements.
Solution architecture.
We conducted a full infrastructure assessment, identifying monitoring gaps, security vulnerabilities, and operational risks across Covalent's cloud and on-premise environments.
The transformation focused on three pillars: comprehensive observability across all critical services, automated incident response for the most common failure scenarios, and a structured security hardening program aligned with HIPAA compliance requirements.
We then transitioned Covalent to a fully managed operations model with 24/7 coverage, proactive maintenance schedules, and regular disaster recovery validation. The engagement was designed to give leadership confidence in their infrastructure without requiring internal operational overhead.
Measurable results.
Incident response times dropped from 45 minutes to under 3 minutes. Platform uptime improved from 99.4% to 99.99%—effectively eliminating unplanned downtime from Covalent's operations. In the six months following the transition, there were zero unplanned outages.
The shift from reactive to managed operations also delivered $420K in annual savings through infrastructure optimization, reduced incident-related costs, and the elimination of an internal team previously dedicated to firefighting. Covalent's engineering team now focuses entirely on product development rather than operational concerns.
The difference has been night and day. We went from managing infrastructure crises to not thinking about infrastructure at all. Our engineering team is fully focused on product again, and our providers have noticed the improvement in reliability.
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