Use Case of DevOps Support in the Healthcare Industry
Discover how our 24/7 DevOps Support team deploys a monitoring system that ensures optimal and stable application performance.
Executive Summary
Continuous Support for Healthcare
Our Customer
therapyBOSS is a one-of-a-kind created in the USA SaaS solution for therapy companies and health agencies, that offer early intervention and home health therapy staffing, and that is owned by Pragma-IT.
Via the therapyBOSS app Pragma-IT provides a number of services such as Early Intervention, Physical Therapy, Speech Therapy, Skilled Nursing and assistance of Medical Social Workers in total compliance for home treatment of patients.
Thousands of visits are processed daily via the web-based and mobile versions of the app and over 3,000 providers signed up and counting. Clinicians have the possibility to document their treatment from any device (i.e. smartphone, tablet, or computer) even when there is no WiFi.
The Obstacles They Faced
To provide only the best user’s experience the web-based and mobile versions of the app should be fully operational and work seamlessly 24/7.
How We Helped
Pragma-IT started using the customer-tailored 24/7 DevOps Support Service offered by the AWS Certified Consulting Partner Romexsoft.
This enabled the client to achieve flawless work of the software and the SLA response time below 5 minutes which is of supreme importance for healthcare apps.
The Challenges
Critical Microservices Uptime
therapyBOSS application consists of different microservices deployed to hybrid cloud deployment (AWS + on-premises). Each of the microservices performs important tasks such as: reporting, asynchronous data processing, and integration with third-party services. 24/7 smooth operation of these services is a top priority for Pragma-IT in order to provide the best value and reliability to its customers. By using Romexsoft’s 24/7 DevOps Support Service Pragma-IT is able to meet their objectives.
The Solution
24/7 Monitoring and Incident Management Integration
With the help of the AWS Services (CloudWatch, Lambda, S3) and their successful integration into the customer-tailored 24/7 DevOps Support Service Romexsoft helped Pragma-IT to strengthen the app’s resilience, improve user responsiveness and ensure security of the app.
Amazon CloudWatch, Amazon S3 and AWS Lambda natively integrate with other AWS Services which enables Romexsoft to provide Pragma-IT with the solutions which are up-to-date and in line with the latest innovations offered by AWS.
Solution Delivered by Romexsoft
Romexsoft ensured that therapyBOSS’ operations, workloads, and infrastructures are fully covered with Monitoring Tools (Zabbix + AWS CloudWatch) and that the Alerting and Incident Management Tools (PagerDuty, Jira Service Desk) are working properly.
With the help of Amazon CloudWatch Romexsoft managed to provide Pragma-IT with the 24/7 monitoring of the app, optimization of resource utilization, unusual behavior detection and issues troubleshooting. AWS CloudWatch Service enables Romexsoft to get an overall view of the app’s performance and operational health, reduce the SLA response and resolution time, and guarantee that the application is running smoothly 24/7.
Romexsoft’s team of system engineers takes responsibility for deployment of the flexible monitoring system and resolving of incidents according to the designed playbooks, as well as constantly monitors the app’s performance.
Infrastructure Monitoring Solution on AWS: Architecture Diagram
Verified by AWS
This case study is validated by AWS. Experts and professional auditors from AWS reviewed this case study and verified that we, Romexsoft, have built a functional infrastructure and efficient cloud solution.
It showcases the value that Romexsoft, being a certified AWS Advanced Tier Services Partner, delivers cloud solutions according to AWS standards and best practices.
The Results
Rapid Response, High Uptime
Romexsoft ensured that therapyBOSS services are fully operational 24/7 and that the SLA response time during business hours is below 5 minutes and during out of business hours – below 30 minutes.
Due to Romexsoft’s 24/7 DevOps Support Service Pragma-IT managed to achieve: 99.9% server uptime, lightning-fast website responses, automatic failover, real back up to office locations, and quick DR.
Why Romexsoft
Reliable DevOps in Healthcare
Romexsoft is an AWS-certified Consulting Partner, trusted Software Development Company and Managed Service Provider, founded in 2004. We help customer-centric companies build, run, and optimize their cloud systems on AWS with creative, elegant, and cost-efficient solutions.
Our key values
- Delivery of quality solutions
- Customer satisfaction
- Long-term partnership
We have successfully delivered 100+ projects and have a proven track record in FinTech, HealthCare, AdTech, and Media industries.
Romexsoft possesses a 5-star rating on Clutch due to its strong expertise, responsiveness, and commitment. 60% of our clients have been working with us for over 4 years.
Frequently Asked Questions
Access to PHI (Protected Health Information) during incident response and troubleshooting follows strict controls that limit exposure while allowing fast resolution. Romexsoft’s DevOps and cloud security engineers grant temporary, role-based access only to authorised specialists and apply the principle of least privilege. They approve access in advance, set clear time limits, restrict it to the required systems, and log every action for audit purposes. Whenever possible, engineers investigate incidents using logs, metrics, and anonymised data. They access PHI only when technically unavoidable and revoke that access immediately after resolving the issue.
Executive-level escalation is triggered by incidents that create significant risk to patient care, regulatory compliance, or business continuity. These include outages or performance degradation affecting clinical workflows, any actual or suspected PHI exposure, repeated SLA breaches, security incidents, failed disaster recovery events, and failures in third-party systems critical to healthcare operations. Escalation also occurs when incidents cannot be resolved within defined response timeframes or are likely to result in regulatory or contractual impact.
For executive-level reporting in healthcare, metrics should focus on risk, reliability, and patient impact rather than raw technical data. These metrics typically cover application availability for critical clinical workflows, incident detection and resolution times (MTTD, MTTR), the number and severity of patient-impacting incidents, and overall SLA compliance. They also include visibility into security and PHI-related events, backup and disaster recovery readiness through RPO/RTO compliance, and trends in recurring incidents that indicate systemic risk.
Monitoring reflects real patient experience only when technical signals are validated against how clinicians and patients actually use the system. To achieve this, DevOps and SRE engineers map infrastructure and application metrics to real clinical workflows such as documentation, scheduling, and data synchronisation. Synthetic transactions and real-user monitoring are then used and correlated with incident data, support tickets, and clinician feedback. Any mismatch between “healthy” system metrics and reported patient or clinician experience is treated as a monitoring gap and addressed.
