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Hospital Managed Service Provider Procedure

Overview

The purpose of this Hospital Managed Service Provider Procedure of Pathway Vet Alliance LLC, DBA Thrive Pet Healthcare, and its subsidiary and parent companies (collectively, the “Company”) is to outline the procedures necessary to address managed service providers in these specific instances.

Terminology

MSP

Managed Service Provider

provides a range of technology services, which may include ad hoc or 24-7 Monitoring

examples: security, equipment repair, internet firewall, technology/networking, computer

Local IT Support

a technology service for repair, monitoring, or security that is not Thrive based

Agreement

a negotiated, verbal arrangement that does not involve a contract and maybe a short or long-term commitment

Contract

a written, signed agreement intended to be enforceable by law.

Applicability

This procedure applies to hospitals in the Thrive Pet Healthcare network, the Practice Manager of that hospital, the Technology Team, and Thrive Legal.

For each of the following circumstances, complete the process to cancel MSP contracts.

Hospital Does Not Use Local IT Support

The Project Manager will update the Service Desk files to reflect that the Hospital is not using local MSP support services.

Hospital Uses Local Technology Vendor

Terminate Services with No Signed Contract

  1. The Project Manager sends a notification to contracts@thrivepet.com containing this information:

    • The unsigned agreement copy

    • All invoices associated with the MSP services

    • The reason for the termination request

    • The name of the request approver/VP of Information Technology.

  2. Legal reviews the information and returns a signed termination letter to the Project Manager for processing.

  3. The Project Manager notifies the Practice Manager and RDO that service with the local MSP is being terminated and provides an estimated termination date.

  4. The Project Manager sends the MSP a termination email with the read receipt turned on. 

    • If there is no receipt showing the email was read, Legal provides a letter to send by certified mail.

  5. The Project Manager notifies the Practice Manager and RDO that the MSP termination is completed once the certified mail receipt of notice is received.

  6. The Project Manager will send the Practice Manager and RDO the following:

    • Notification that the MSP is terminated.

    • Instructions to create and track a ticket with the new Thrive Support contact information.

    • Any materials that the Service Desk manager would like them to have.

      • The definition of an emergency

      • SLA for specific issues

      • any additional instructions regarding necessary informational materials

    • Instructions on handling invoices from the MSP after termination.

  7. The Project Manager enters the outcome and final status in the master tracking documents and notifies contracts@thrivepet.com of the termination.

Terminate Services with a Signed Contract

  1. The Project Manager sends a notification to contracts@thrivepet.com containing this information:

    • The signed agreement copy

    • All invoices associated with the MSP services

    • The reason for the termination request

    • The name of the request approver/VP of Information Technology.

  2. Legal reviews the information and returns a signed termination letter to the Project Manager for processing.

  3. The Project Manager notifies the Practice Manager and RDO that service with the local MSP is ending and provides an estimated service termination date.

  4. The Project Manager sends the MSP a termination email with the read receipt turned on. 

    • If there is no receipt showing the email was read, Legal provides a letter to send by certified mail.

  5. The Project Manager notifies the Practice Manager and RDO that the MSP termination is completed once the certified mail receipt of notice is received.

  6. The Project Manager will send the Practice Manager and RDO the following:

    • Notification that the MSP is terminated.

    • Instructions to create and track a ticket with the new Thrive Support number.

    • Any materials that the Service Desk manager would like them to have. (e.g., the definition of an emergency, SLA for various issues, additional instructions regarding what informational materials should accompany, and issue tickets).

    • Instructions to handle invoices from the MSP after termination.

  7. The Project Manager enters the outcome and final status in the master tracking documents and notifies contracts@thrivepet.com of the termination.

Modify a Signed Contract

  1. To ensure the team is in line with the new contract terms, the Project Manager will meet with the following individuals as necessary.

    • VP of Technology

    • IT Service Desk Manager

    • Sr. Director, IT Security

    • Sr. Manager System and Network Engineering

  2. The Project Manager will then send the following information to Legal at contracts@thrivepet.com for review:

    • A copy of the signed agreement

    • All invoices related to the MSP services

    • The specific contract modifications that we are requesting

    • The name of the request approver/VP of Information Technology.

  3. Legal will review this information and return a revised support agreement to the Project Manager to use for processing.

  4. The Project Manager and IT Service Desk Manager meet with the Practice Manager and RDO to discuss the MSP service contract modifications.

  5. The Project Manager schedules a meeting with the MSP to review the contract modifications.

  6. The MSP will redline the contract, and it will return to Legal for review.

This cycle will continue until all parties agree on a finalized version of the new agreement.

  1. Once the new agreement is ready, the Project Manager schedules a meeting with the Practice Manager and RDO to review and discuss the terms and conditions of the new agreement.

  2. If the Practice Manager and RDO have no issues with the new agreement, it will go to Legal and then to the MSP for signatures.

  3. Once Thrive Legal and the MSP sign the contract, a copy of the signed contract is provided to the Legal Contract department.

  4. The Project Manager notifies the Practice Manager and RDO once the new contract is fully signed and executed and enters the outcome and final status in the master tracking documents.

Cancel MSP Services for Closed Hospital

  1. Operations notify Technology that a hospital is closing and to close the MSP contracts.

    • Sr. Manager System and Network Engineering

    • VP, Information Technology

  2. The Project Manager contacts the RDO for a copy of the MSP support contract.

    • If the RDO doesn’t have a copy, the Project Manager will contact Contracts for a copy of the MSP support contract.

    • If Contracts does not have a copy of the MSP support contract, the Project Manager will contact the MSP directly for a copy.

  3. The contract and termination request is sent Contracts for final authorization.

  4. The Project Manager sends the MSP a termination email with the read receipt turned on. 

    • If there is no receipt showing the email was read, Legal provides a letter to send by certified mail.

  5. The Project Manager notifies the Practice Manager and RDO that the MSP termination is completed once the certified mail receipt of notice is received.

  6. The Project Manager enters the outcome and final status in the master tracking documents and notifies contracts@thrivepet.com of the termination.

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Reference and Further Information

The review, approval, and exercise of authority under this Policy must comply with all applicable Thrive policies and procedures, including, without limitation:

Administration

The Technology/PMO Department is generally responsible for administrating this procedure and may select others to assist with executing duties.  The duties of Technology/PMO include, but are not limited to, the following:

  • Assisting with the implementation and enforcement of this Procedure and

  • Circulating this Procedure to all Company Persons

Contact

Contact ithelp with any questions regarding any of the provisions of this procedure.

Amendment and Revision History

We are committed to continuously reviewing and updating our policies and procedures. The Company, therefore, reserves the right to amend, alter, or terminate this policy/procedure at any time and for any reason, subject to applicable law. When material changes are made, Thrive will post the changes on our internal website and provide Team Members with subsequent notice consistent with local laws or regulations.

Department

Technology

Subject

Vendor Management

Last Update

January 8, 2025

Functional Specialist

Lonnie Withrow, Senior Project Manager, IT | Project Management

Dalten Hansen, IT Service Desk Manager

Daniel Ochoa, Director, Microsoft Cloud Computing

Data Classification

Public

Internal ☑️

Restricted

Personal Information

Updated By

Revisions

Date

Rev

Num

First Issue

1/18/24

1.0

Reviewed and stable no updates

1/8/25

 

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