Aegis / Bridgeport Health - Renewal Finalization

Perfect. So, Evelyn, today's really about finalizing the renewal for Bridgeport and making sure you're set up well going into the next contract year. But honestly, I also just wanted to take a step back and hear how things have been feeling from your side before we get into the paperwork side of things.

Totally understandable. Can you tell us a bit about where you feel like Aegis has been delivering for you and — and equally where you feel like there's been friction?

Sure. So, Protect has been rock solid honestly. Our backup posture is way better than it was eighteen months ago. We had an incident internally — nothing Aegis-related — but we did a test restore and it just worked, which was kind of a relief because in my previous org that was always the nightmare scenario.

+1Describes Protect as rock solid and calls a successful test restore a relief. · service reliability

Exactly. And Aegis Identity — the SSO and MFA rollout — that was painful to implement, I won't sugarcoat it, but your team was really helpful and now that it's running it's genuinely made a difference. We had a phishing attempt last quarter that didn't go anywhere because of MFA. So, you know, wins are wins.

+1Credits Identity MFA with stopping a phishing attempt and calls the rollout a win despite implementation pain. · product capability

Right. Now — and I want to be fair here — Detect was a concern. The outage in March, the what, six hours of no visibility? That was not great. I was getting calls from my board.

-1Flags the March Detect outage and the pressure it created from the board. · service reliability

Absolutely. So the March 10th incident — the root cause was essentially a single point of failure in our event ingestion pipeline. We had a cascading failure that propagated across the processing layer and that's what caused the monitoring gap. It lasted about six hours before we had full visibility restored. And I know that six hours in healthcare feels like an eternity.

It does. It really does.

So what we've done — and this is deployed and live now — we've implemented redundant processing nodes so there's no single failure point in that ingestion path anymore, and we've layered in a circuit breaker pattern so that if one node degrades it isolates before it can cascade. We've also updated our internal alerting thresholds so we're catching these things faster internally.

And we can get you the full post-incident report — I know you may have already seen a version of it but we have the final documented version with the architecture changes if you want that for your own internal audit trail.

Yes, actually, that would be helpful. Our compliance team has been asking about it and honestly that brings me to the other thing I wanted to talk about which is Comply v2.

Oh good, yes — let's talk about that. It launched earlier this month, April 7th, and I'm really excited about it especially for a healthcare org like yours.

Yeah, so we saw the announcement and I've had my compliance manager poking around in the new interface a bit. The on-demand reporting — that's huge for us. We do HIPAA audits and we're working toward our SOC 2 Type II and the idea that we can just pull those reports when we need them rather than doing a big manual data gathering exercise every time is... I mean that's going to save us real hours.

+1Calls on-demand reporting huge and expects it to save real hours on HIPAA and SOC 2 audits. · compliance reporting

That's the part that impressed me when I saw the demo. Because we've had tools before where you get a report and then you look at it and you're like, well this is from three weeks ago so what does it actually tell me. So having it be real-time or near real-time is genuinely useful.

+1Says the real-time reporting impressed her and is genuinely useful. · compliance reporting

Completely agree. And for a HIPAA audit specifically — the way the framework mapping works in v2 is a lot more granular. You can drill down to individual controls and see exactly which assets or configurations are tied to each requirement. It makes the auditor conversation so much smoother.

I want to set up a deeper session on Comply v2 with my compliance manager and maybe one of your solutions folks — Kevin, would that be something you could support?

Absolutely, yeah, a hundred percent. We can get that on the calendar, probably next week or the week after depending on your team's availability.

Ha, yeah, let's get into that. So the proposal I sent over last week — you're renewing all four modules, same seat count, and we've held pricing flat from your current contract. Given the March outage I actually went to bat internally to make sure we weren't asking you to absorb any kind of increase this cycle.

Of course. And then the one thing I wanted to flag — we've added the Comply v2 access at no additional cost for the first year as part of the renewal. The upgraded reporting features are included. After year one we'd have a conversation about the tier you're on based on your usage, but we want you to actually get value from it before we talk about any kind of add-on pricing.

That's — yeah, that's a good structure. I like that. Gives us time to actually stress test it with real audits rather than committing to something sight unseen.

+1Approves the structure of including Comply v2 at no cost for year one. · pricing and billing

One thing I did want to ask about — we're growing. We're acquiring a smaller regional clinic probably mid-year and I want to make sure the contract has some flexibility to add seats or expand scope without having to renegotiate the whole thing from scratch.

Yes, great point. The renewal terms do include an expansion rider — basically you can add up to twenty percent additional seats at the current per-seat rate without a contract amendment. Anything beyond that we'd do a quick order form but the core terms stay in place.

Twenty percent is probably enough for the near term. The clinic we're acquiring is small. That should cover us.

Perfect. And Ravi, from an onboarding standpoint if they do expand mid-year, how does that typically look for a new site getting added into an existing Aegis environment?

Yeah, so for an existing customer it's pretty streamlined — we're essentially extending your current tenant configuration to the new environment. Agent deployment, policy inheritance, getting them into the Identity setup — depending on their current IT state it usually takes a few weeks end to end, not months. And we'd have someone assigned to walk your team through it.

Well, we'll make sure it goes a lot smoother on our end. We can even do a pre-acquisition readiness check if you want — just a quick look at their environment before the deal closes so we know what we're walking into.

Oh that's actually a really smart idea. Yes, let's do that. Can you add that to whatever follow-up notes James is keeping?

+1Calls the pre-acquisition readiness check a smart idea and asks to add it. · product capability

Already in there. Okay so to summarize where we are — renewal of all four modules, flat pricing, Comply v2 included for year one, twenty percent seat expansion rider, post-incident report from Ravi's team, a Comply v2 deep-dive session with your compliance manager and Kevin, and a pre-acquisition readiness check when you get closer to that deal closing. Does that capture everything?

That's a really complete summary actually. Yeah, I think that covers it. I'm — honestly I came into this call a little bit nervous just because of the March thing, but I feel good about where we are. The Aegis relationship has been positive overall and I think you've handled the hard moments well.

+1Says she feels good about where they are and that Aegis handled the hard moments well. · support experience

Agreed. Alright — send me the final docs and I'll get them to our legal and finance team. I don't anticipate any drama there. I think we can wrap this up by end of month.

Perfect. I'll get everything over to you today. And Evelyn — thank you for the time and for the honest conversation. This is exactly the kind of partnership we want to have.