Transcript
Peter Bosworth (00:00) hi, Jen. What’s up? Not much?
Peter Bosworth (00:12) I have this kind of like gnarly eye.
Genevieve Seney (00:15) Oh, no.
Peter Bosworth (00:17) So, I look kind of haggard but you’re.
Genevieve Seney (00:21) good. Do you have stye?
Peter Bosworth (00:23) Yeah, I do. Actually, I’ve never had a stye. And all of a sudden, I’ve had two in the last month.
Genevieve Seney (00:29) Yeah. I feel like they’re one of those things. Once you get them, you just start getting them.
15612137362 (00:33) Yeah.
Peter Bosworth (00:38) So quickly, they’re not in the waiting room yet, but like main thing is like, you know, this has come up, we pushed back and said we’re not going to renegotiate your msa while we’re in the contract term, our contract’s up for renewal in July. Our goal is to begin the pre renewal review process including our current slas and any opportunities for adjustment as part of the standard. So given… the scale of how much our organization depends on medallion, we want to ensure that these four things that I’m about to slack you. But like,
Genevieve Seney (01:09) perfect. Yeah, I think today, we honestly just kind of be like, thanks for jumping on the call. We wanted to realign because we obviously didn’t understand that this was in advance of your renewal.
Genevieve Seney (01:22) So we want to get your feedback today on what you’re looking to change. And then based on our discussion, we will either a, just give this feedback to legal. They won’t have any questions or we will send over sort of like an editable doc that you can make requests on and take it from there. Okay?
Peter Bosworth (01:44) Sounds good.
Genevieve Seney (01:53) Oh, yeah. Perfect. Do you want to just throw these in a doc really quick to like share your screen on these four topics and then be like anything else you want to add to these kind of things and we could just take notes there. Yeah, sure.
Peter Bosworth (02:29) Okay. It’s one person?
Peter Bosworth (02:58) I mean, is this? Okay. Yeah.
Genevieve Seney (03:01) No, completely fine. And then under each point we’ll just ask them to provide any other detail. We could take notes? Perfect.
Peter Bosworth (03:08) Okay. I’m going to let them in.
Genevieve Seney (03:11) Okay. And do you want to just take this tab out? So your other tabs aren’t showing. Yeah… perfect.
15612137362 (03:36) Hello? Is.
Peter Bosworth (03:38) That Dawn?
15612137362 (03:40) Yeah. Hi, Peter. I’m sorry, my computer is totally frozen at the moment. So I just dialed in on my phone. I’m trying to reboot and get my actual… zoom. It’s always that way, I know it will work before.
John Kane (03:57) A key meeting. It happens to me like sometimes at elt, it’s like works all morning. You got to dial in, you’re like come on.
15612137362 (04:05) I know I’m going to give it the quick reboot but at least I’m on the phone here, so you’ll maybe see my face in a moment once my reboot happens. But Peter, thank you for taking the time. I’m not sure who else we have on the call, but it sounds like you have John and Dawn on my end.
Peter Bosworth (04:23) Absolutely. Yeah. It looks like we have John and Dawn, we have Jen sini, from our side who helps lead our account management team. Good?
Genevieve Seney (04:32) To meet you. guys. Hey, Dawn. Hello?
15612137362 (04:35) Hey, nice to meet you.
Genevieve Seney (04:37) Nice to meet you. I actually might have met prior. I think I either had this account or worked on this account last year in support or in tandem. So either way, great to chat with you guys again.
15612137362 (04:50) Yeah, yeah. Okay. Great. Well, I know that we have 30 minutes booked for this call and the intention for this call is really to give John an opportunity to talk to you guys as you may know our contract is up for renewal in July and as we enter into that renewal, we really wanted to have an opportunity to talk about some of the slas that are outlined in our master service agreement. And I will let John do his thing because he speaks tech way better than I do. But that’s pretty much the goal of our meeting is to talk through some of those slas and see where we have some opportunity to get some further clarity or perhaps enhancements to what we already have in place.
Genevieve Seney (05:37) Yeah, yeah, I appreciate that and apologies for the sort of miscommunication when we were sort of going back and forth originally, I know that this is now in preparation for renewal. So I appreciate the time and we’ll definitely take your feedback from here to sort of our legal teams. And then if we need to what we’ll do is send over like not editable but a sort of document that we can go back and forth on if our legal has any feedback. So, John, go ahead. I’ll let you jump in and we can go from there. Sure.
John Kane (06:06) And just to frame this, right? So last year when sort of medallion was sort of put in sort of Dawn and I were not sort of engaged at the time and what is, what sort of happened over the last few months is Dawn has really done a really nice job from like the business side sort of driving sort of medallion, its integration to our sales process. We’re obviously a little different than maybe sort of your hospital use cases or other use cases and medallion was really perceived. And honestly, we’re still digging out, you know, it perceived poorly from our sales and leadership team just because it just really wasn’t dialed into our business and our process and our flows and sort of Dawn’s leading this program to really change that, change how we’re doing for our doctors or who are our customers and has sort of a roadmap going on sort of the product features and integrations and all those things, right? So that’s sort of one angle. And you’ve seen that from Dawn and you’ve seen that sort of with the medallion CEO. And we really do, you know, want to keep sort of pushing sort of on medallion, right? Versus changing or doing something else. And sort of making this like a long term success, long term partnership, right? We all want that, right? And so that’s sort of where Dawn’s jumping in and then on the tech side from the contract renewal, like I want to be very balanced to mdvip and also not ask you guys for anything crazy either, right? I’ve been on both sides of it. I’ve been at software companies. I’ve been at this company now for a year and a half. So I have a few specific points of feedback. First. I’ll ask this as a question. Do you know how many minutes of downtime is allowed per current contract terms per month for… the medallion team?
Genevieve Seney (08:11) I can pull up your msa. Are you asking like?
John Kane (08:14) It’s a trivia question? Oh.
Genevieve Seney (08:16) Trivia. Yeah, no, I’m not going to answer any trivia on the spot questions about the msa, but so you’re.
John Kane (08:22) obviously, you know, you would never actually do this as a company, but your document says you can be down 432 minutes a month… and if that were to happen, it would be a useless platform for us, right? That’s sort of like an insane amount of downtime. So, the ask for us is 99 point nine. So point nine percent, right? We know you’re going to deliver at 99 point nine five as most, you know, internet systems are we’re not going to ask you for the point five? I know that sort of gets, you know, a little bit crazy the further you go out. I had a prior role. We had a contract with ihg and we had to deliver for them 99 point nine nine five, and that is insane. So, I’m not asking you for that either, but a point nine. I think 99 percent monthly SLA is just too, that’s not a real SLA, right? So that’s the 400 minutes. So the ask is for 99 point nine, 99 point nine percent in the next contract, which is an industry norm. Does that make sense?
John Kane (09:35) Yes, no, maybe. So.
Peter Bosworth (09:38) Are you just referring to the table that says, are you referring to the 12 hours, the eight hours, the four hours, the two hours nope?
John Kane (09:47) Nope. I.
Genevieve Seney (09:50) think exhibit a general service level support. Is there a time and reliability?
John Kane (09:55) The 99 percent? Yes. Yep. Yeah.
Genevieve Seney (09:58) Okay. So we can take that down. So you want that to be I’m, sorry, what was it?
John Kane (10:02) 99 point nine. Okay. And again, it’s just math. It’s just sort of like standard sort of practice and math, 99 percent would be like 10 years ago, right? Or 15 years ago of a legacy deployed system that’s constantly down… right? So, the other point of the other point is around the response times, right?
John Kane (10:32) Sort of the response time. So on the P1, the P1, the four hours is and I’m just going back to it’s… going to be a second. So, so the response times, right? So you have the P1 in here. It’s the one hour and they have the P2. But what is not in here is resolution, right? It’s all about response and it’s not about targeted resolution, right? That’s another sort of… call. It sort of non standard, right? Like that, like you say, you know, okay, well, we’ll get back in this time but there’s sort of no sort of, you know, resolution, right? This is like again, this would be, I would imagine that the feedback I am giving you is not different than when a hospital looks at the contracts or others looking at the contracts. So I don’t like go super deep. You could just sort of, you know, we can have another call. So, and, you know, talk through it in more detail. But these are like pretty standard things of the 99 point nine having sort of not just sort of when you acknowledge but what is the target in terms of response? So that’s sort of point two. And then point three is what’s… sort of the emergency process for support. If those, if the email doesn’t work, right? So there’s no sort of phone number. There’s no, you know, okay, if you send, like for example, it’s down for, you know, our physicians and it’s the end of the sales month and they’re trying to get the credentialing done. We email sort of the, you know, the box. And of course, I know we have our, you know, we have sort of named contacts, but what if that’s after hours? What you know? So that’s the third item. So I think those are really the three main things themes, right? That’s three main themes on sort of the technical and the contract. And then Dawn, those are the three for me. And it sounds what I’m taking from the medallion side is you probably want to sort of like digest that feedback and then like come back and have another call, right? Yeah, yeah.
Genevieve Seney (13:00) We probably wouldn’t need enough. I mean, if these are the main three, we probably don’t need another call. What we’ll do, like I said, we’ll hand it over to our legal team. They’ll either say like you mentioned, we have something similar for client xyz.
15612137362 (13:11) Or.
Genevieve Seney (13:12) we’ll just sort of get their feedback and go back and forth asynchronous. If we need another call, we can absolutely do so.
John Kane (13:19) Okay. Let’s… yeah, let’s I guess let’s take it based on sort of what comes back as the counterproposal because I would say the contract right now in its current form is sort of not acceptable sure. Okay. So, John.
15612137362 (13:36) If I can jump in real quick, I think another important thing for the medallion team to understand. And Peter, I know that we spoke about this last week, another thing that has changed within our organization is when we established with you guys, you know, I don’t mean this disrespectfully, but you were kind of just another vendor in our queue, right? We are escalating you guys to a tier one vendor on our side because it is that critical to our business. So, I also want you guys to understand like how the view of this relationship has changed within that last year or two from when we initially signed the contract. So that’s also part of it, right?
John Kane (14:17) And this is not the tech Guy being the tech Guy to try to be a pain in the ass like being transparent. This is coming from our CEO, right? And this is coming from, you know, when we did have the outage and medallion in that response, you know, I’ll give you credit, right? Responded and delivered and fixed within sort of two hours, right? But this comes from that sort of renewing this contract and what our CEO expects, right? That we, as an organization, right? We’re at, you know, we’re scaling, you know, to 1,500 physicians, we’ll be at 2000 physicians that like if it’s down for our customers, that we have really tight understanding of what the medallion is committing to in terms of uptime resolution and that we can always sort of get a hold of medallion if there is an issue because in our business model, doctors are our most important sort of, you know, attribute. They are our customers. They get sort of tier one service, right? So that’s how we would service our customers. Everything that we’re asking of you. We do ourselves right from a technology perspective and we’re trying to align that so we can sort of have the same service end to end and it’s like as Dawn sort of called out, it’s just sort of this mandatory need for the go forward sort of like medallion slash mdvip solution. And then Dawn and sorry, I have a little bit of a cold or allergies or something. So, you hear it in my voice? I’m trying my best over here. So Dawn, I think you had another one around plan, maintenance communication. I don’t know if you had any sort of practical experience because you’re obviously closer if there was any sort of maintenance or changes that caught you or team off guard or if there was anything there that you wanted to call out beyond my top three?
15612137362 (16:09) Yeah. I think that the reference was when we had the short outage, right? And I don’t want to rub salt in the wound. I know that we’ve spoken about it enough times with you guys, but I will say we have been getting regular updates from the medallion team. So you guys, I think have a deployment tomorrow or it happened today. I know Jay reached out to Peter just to confirm like we shouldn’t expect anything here. So just making sure that we continue, right? New product release is coming. We’re going to have downtime for deployment or whatever it is. Keeping our team well informed of when you guys are pushing enhancements, upgrades, new product rollouts so that we have the ability to just proactively message it, right? We expect a deployment with a medallion. There are no plans for any slowdown or outages, but we want to be forthcoming versus like what happened where it just turned out that one of the sales guys was on with a doctor. They literally referred to it as we got the wheel of death and the platform is down. It’s not working. And like John is on, we know it was not an outage. It was a slowdown, right? But all our CEO heard was the platform is down, right? So we were caught off guard. And so we just want to make sure that we stay informed of when you guys are pushing out new things that could potentially impact. And I know that you guys did a look back and put protocols in place which I appreciate you sharing that with us but that was really the instance is just making sure when we are not informed and it’s brought to our attention through a customer that’s the least ideal pathway. I’d rather be over communicated with of what’s happening so that we at least have it in our inbox if something’s going on. Yeah.
John Kane (18:06) So call that point four just sort of like notification of product changes. And again, we want to be reasonable, we’re not asking for approval. We know you guys have roadmaps and your own technical standards, right? It’s just like that awareness, right? And it can be automated. And it just so something does come up and done is with customers that we sort of know?
Peter Bosworth (18:28) Yeah, absolutely. So definitely appreciate all of the context on like medallion becoming a tier one vendor internally at mdvip. We really are appreciative of knowing that we’re that important to the business, but we also have taken down. So I have four items here that I got from John and Don, which is the 99 point nine percent rather than 99 percent, the service level and response times… having more clarity around when the resolution happens rather than just the response happens. And then specific contact for downtime response, the notification of product updates, right?
John Kane (19:15) And the contact would be like a phone escalation in case of emergency, you have emails in the contract, but like, OK, if we don’t get an email response, right? What is that? What is sort of, the secondary sort of, you know, sort of call response? Yes. And then those four are an accurate summary. OK, excellent. Yeah. And like I said, we’re really thinking about balancing this of right? Trying to be fair to medallion while also delivering what our leadership expects and not like trying to ask for anything absolutely nuts in those four points. I think from our perspective, they reflect what you would have from a leading software vendor partner, right? And medallion obviously is a leading platform. So, I really think that we should be able to sort of work within those four parameters.
Peter Bosworth (20:10) Absolutely. Yeah. So I think as Jen said, our task is just to take this back to legal and to get you a document that you can review. Yeah. Does that sound good?
John Kane (20:23) Sounds good? If you need any clarification, happy to jump on a call?
15612137362 (20:29) OK. Yeah. So I think that we’re good here and we’ll keep John in the loop as it pertains to the actual contracting language. And then Peter, in our day to day, you know, weekly meetings, we will work with Joanna who reports to John on, you know, any enhancements, integrations, things like that. So just to differentiate for the team, John doesn’t need to be on everything that we have going back and forth. He’s tagged in for contract terms, but we’ll deal with Joanna on all the other stuff, Peter.
Peter Bosworth (21:03) OK, that sounds great. All.
John Kane (21:06) Right. I appreciate the time. Have a good rest of your day. See you. Thanks you guys too. Take care.
Peter Bosworth (21:11) Bye.
15612137362 (21:11) Thank you.