TigerConnect
By TigerConnect
TigerConnect typical implementation process:
Project kickoff and requirements gathering: Implementation begins with project scoping and a kickoff meeting involving hospital leadership, IT representatives, and clinical champions to clarify objectives, integrations (EHR, nurse call, middleware), and desired workflows.
Platform configuration: TigerConnect’s deployment team sets up user accounts, organizational structure (teams, departments, roles), and integrates with directory services (Active Directory, SSO), EHR, on-call schedules, and critical alert/alarm systems.
Communication protocol and workflow design: Messaging, alert escalation, voice/video, clinical workflows, patient engagement, and on-call/shift scheduling modules are configured to match the provider’s operational model, including creation of role-based notification pathways and escalation rules.
Self-paced onboarding and training resources: Staff access an online portal with step-by-step guides, video tutorials, workflow configuration tips, and a 24/7 knowledge base. Training sessions—both live and recorded—introduce clinicians and admins to secure messaging, call, escalation, and analytic tools.
Pilot launch and testing: A pilot group validates workflows, user provisioning, deliverability of alerts, and escalation protocols with live feedback and scenario-based testing.
Go-live and full user rollout: Upon successful pilot validation, TigerConnect is launched enterprise-wide, with designated clinical and IT “superusers” supporting rapid adoption, troubleshooting, and post-launch optimization.
TigerConnect is highly configurable across messaging, workflows, integrations, identity, patient engagement, and analytics, so health systems can tailor it to their clinical, operational, and security requirements.
Role‑based routing and team structures: Define roles (e.g., charge nurse, hospitalist, stroke team), care teams, units, and departments; route messages and alerts to the on‑duty role instead of a person to reduce delays during shift changes.
Custom alerting and escalation: Configure alert priorities, time‑outs, multi‑step escalations, and fallback recipients for critical events (e.g., STAT labs, rapid response), aligning to service‑line SLAs and safety policies.
Workflow automation (CareConduit): Build rules that unify signals from EHR, nurse call, monitoring, and middleware, then trigger automated notifications, assignments, and checklists; optimize logic per service line (ED, periop, inpatient).
On‑call scheduling and coverage rules: Customize provider groups, call patterns, load balancing, shift templates, duty hours, and swap approvals in TigerSchedule; expose the live source of truth to role routing.
Smart room and patient engagement: With eVideon, tailor in‑room experiences (education, surveys, bedside controls), two‑way engagement, and care team visibility to the patient; align content and flows by service line or location.
Patient messaging (TigerTouch): Configure templates for pre/post‑op instructions, outreach, reminders, and two‑way secure SMS; restrict content and branding to meet compliance and patient‑experience standards.
EHR and middleware integrations: Connect Epic, Oracle Health (Cerner), nurse call, alarm middleware, vitals, and imaging—map event types to TigerConnect channels/roles; customize what data fields and alerts appear in messages.
Identity, SSO, and directory sync: Enforce SSO with Microsoft Entra ID/Azure AD, Okta, Imprivata; synchronize attributes (roles, departments, schedules) to automatically govern access, routing, and compliance.
Compliance and retention policies: Tune message lifespan, recall permissions, archiving behavior, and auditability to meet HIPAA, HITECH, SOC 2, and internal legal/retention requirements.
Mobile, desktop, and kiosk UX: Configure notification types, quiet hours, do‑not‑disturb, and device policies; tailor mobile/desktop app behavior to clinical settings (ED, ICU, periop).
Analytics and KPI dashboards: Customize dashboards for response time, alarm fatigue, throughput, readmissions, and door‑to‑needle; segment by unit, role, shift, and facility to drive targeted improvement.
Templates and broadcast: Create message templates, broadcast lists, and emergency groups; standardize wording for time‑sensitive comms and regulatory notifications.
Multi‑site governance: Apply brand, policy, routing, and escalation standards across hospitals, ambulatory, and post‑acute sites; vary rules by facility while maintaining enterprise oversight.
Extensible via APIs/SDK: Use the platform’s APIs and JS SDK to build custom integrations, embed messaging in portals, or trigger workflow events from external systems.
Pre‑hospital and transfer coordination: Configure tailored pathways for EMS handoff and interfacility transfers to accelerate bed placement and reduce ED boarding times.
TigerConnect provides an onboarding and support ecosystem designed to help healthcare organizations deploy, learn, and optimize the platform quickly and effectively. New users gain access to structured onboarding programs, live training, community resources, and responsive customer assistance—all tailored to healthcare environments where speed, reliability, and compliance are critical.
Onboarding programs: New clients begin with the Standard Self-Onboarding Program, an online, step-by-step portal that walks administrators and care teams through setup, deployment planning, staff training, and engagement. The self-paced process includes configuration checklists, automated progress tracking, and tutorial videos for both administrators and end users. Larger health systems are supported by dedicated implementation consultants or project managers who guide each stage from integration to go-live.
Training resources: TigerConnect offers multiple training formats, including on-demand video modules, interactive eLearning courses, and live webinars such as the “Ask the Experts” and seasonal product launch sessions. These cover clinical collaboration workflows, new feature rollouts, and integration best practices. Custom workshops are also available for enterprise deployments to align configurations with EHR, nurse call, or scheduling integrations.
Knowledge center and community: Users gain free access to TigerConnect Community, a comprehensive knowledge base of articles, product guides, quick-start tutorials, and best practice sheets. The portal includes specialized sections for admins, clinicians, and IT teams, alongside user forums where customers can post questions and engage directly with product experts.
Help desk and client care: Support is available through TigerConnect Client Care, a dedicated team reachable by phone (800‑572‑0470), chat, or email during business hours, with extended or 24/7 coverage for enterprise clients. Common issues such as login, notifications, integrations, or mobile app troubleshooting can be resolved remotely. Users can submit support tickets via the Contact Support link or consult step-by-step device configuration guides for iOS, Android, and desktop platforms.
Implementation assistance and learning materials: Hospitals transitioning from legacy systems are provided with Quick Reference Guides, Learning Guides, and structured login/setup tutorials designed to ease adoption. Complete how‑to guides cover messaging setup, notification management, message recall, group messaging, and security compliance rules.
TigerConnect enforces rigorous security measures—technical, administrative, and physical—to ensure data protection and privacy for healthcare communications. The platform is fully HIPAA, HITECH, and SOC 2 compliant and is designed to handle PHI (Protected Health Information) at scale across healthcare organizations. Security protocols span end-to-end encryption, audit controls, strong access management, and policy-driven compliance.
End-to-end encryption: Every message, call, and clinical file transmitted through TigerConnect is protected in transit using TLS (Transport Layer Security) (128/256-bit) and secured at rest with AES encryption. All mobile device-stored data is AES-encrypted, and web/client sessions employ strong SSL/TLS protocols.
Access controls and authentication: Users access TigerConnect via unique credentials tied to organization email, device ID, or mobile number, with multi-factor authentication (MFA) and PIN locks available. Administrators can provision, restrict, or revoke user access by role, device, or department, and lost or stolen device access is quickly disabled.
Message integrity and policy controls: Messages cannot be copied, pasted, forwarded, or screenshot within TigerConnect, reducing the risk of unauthorized PHI leakage. Organizations can set message lifespan, auto-deletion, and recall rules to enforce compliance with their internal retention or privacy requirements.
Audit trails and real-time monitoring: TigerConnect logs and audits all message, call, and user activity, providing delivery/receipt confirmation, device registration, and traceable records. Direct server-to-customer message feeds are available for integration with third-party archiving or compliance monitoring solutions.
Cloud-hosted infrastructure: Data is stored in highly secure, U.S.-based cloud environments featuring access monitoring, redundancy, and continuous threat detection. TigerConnect supports organizations opting for on-premises or direct-archive setups as needed.
Business Associate Agreements (BAA): TigerConnect will sign a comprehensive BAA with covered entities and business associates, explicitly covering data use, encryption, breach notification, and responsibilities for compliance management in line with HIPAA requirements.
Physical protections and disaster recovery: TigerConnect infrastructure runs in secure data centers with robust physical security, controlled server room access, fire suppression, and business continuity/disaster recovery planning.
Expert privacy and compliance team: The company employs security and compliance officers who oversee risk assessments, staff training, policy updates, and vulnerability management to ensure ongoing conformity with regulatory updates.
TigerConnect delivers updates and new features on a continuous, agile release cycle—often with significant enhancements and product launches every quarter, and incremental improvements, bug fixes, and security patches released monthly or even weekly. The platform’s approach is anchored in cloud-native deployment, enabling all users to benefit from updates seamlessly and without local downtime.
Quarterly and Major Releases: Major product launches, such as the “Summer 2025 Product Release,” occur at least a few times per year. These milestones introduce new modules and core functionality, e.g., CareConduit (AI-powered workflow automation), TigerConnect Transfer (for outbound patient transfers), advanced role-based scheduling, inbox management enhancements, and more. TigerConnect hosts launch webinars, live demos, and publishes release notes to guide users through new features and changes.
Monthly and Ongoing Updates: Maintenance updates, usability improvements, new integrations, and workflow optimizations are released on a rolling basis, with transparent notification through user dashboards, admin emails, and the TigerConnect online knowledge base. Examples include improvements to conversation management, automated user provisioning, and new notification routing rules.
Cloud-Native Delivery: All updates are managed centrally and pushed via TigerConnect’s secure cloud infrastructure, eliminating manual upgrades for IT. Updates are automatically available to all users upon their next login, minimizing any impact on clinical uptime or productivity.
Change Management and Support: New features are complemented by release notes, FAQ documentation, video walkthroughs, and direct user webinars (“Ask the Experts,” product launch demos, and best-practice sessions). Enterprise clients also receive advance notice, the option for preview environments, and dedicated customer success support to ensure smooth adoption.
TigerConnect’s data ownership and portability policy is anchored in provider control, clear data boundaries, and operational portability. Under TigerConnect’s Terms of Service, all content and data generated by the customer—including messages, files, schedules, and clinical communications—remains the property of the provider or health system (referred to as “Customer Data”). TigerConnect’s role is as a secure processor and facilitator, responsible for storing, transmitting, and making the data accessible only for the delivery and improvement of its services (excluding using PHI for product improvement).
Data ownership: Customers own all of their submitted and transmitted data, and TigerConnect will not claim ownership or sell this data to third parties. This covers clinical, operational, and messaging data, including PHI. TigerConnect is permitted to access and process this data strictly to provide, monitor, and improve its services, but is explicitly barred from using PHI to train or enhance product features.
Usage data: While customer data is under client ownership, TigerConnect reserves the right to collect and anonymize “usage data”—such as metadata, analytics, and system logs—for internal research or system performance purposes. However, no PHI or identifiable clinic or patient data is included in usage data aggregation. TigerConnect explicitly owns any de‑identified usage data it generates.
Data export and portability: Providers can export data such as user lists, message logs, on-call schedules, and audit trails through TigerConnect’s admin console, CSV exports, or open API endpoints for downstream analysis or migration to another platform. Most data is available in standard formats (e.g., CSV, XLS), supporting portability for integration or compliance requirements.
PHI archiving: Organizations may pay for premium archiving or opt to store messages and data on their own enterprise servers, ensuring portability and compliance with organizational or regulatory standards. TigerConnect does not maintain backups of customer data beyond active accounts, and data is purged upon account termination or customer request.
Post-termination policy: On account termination, customer data is removed from TigerConnect’s systems unless otherwise agreed under a separate archiving contract. Providers are advised to complete all data export before termination, as post-facto access is not guaranteed.
TigerConnect uses an annual contract model for scaling, where organizations commit up front to a set number of user licenses and anticipated messaging volume for the full term of the agreement. This count, which defines the scope of platform access and pricing, is locked in for the contract duration and only adjusts at renewal. Here are the key terms and practical considerations for scaling with TigerConnect as organizational needs change:
Scaling up (adding users or features):
Organizations can add new users, locations, or feature modules at any point during the contract. Additional licenses are billed on a pro-rated basis for the remaining contract period, and new users gain immediate access to the platform and enterprise features upon activation.
Platform admins can add users directly via the Web Admin Console, through bulk imports (CSV upload), or via directory sync (e.g., Active Directory/SSO), supporting rapid onboarding during periods of growth or during integrations after mergers and acquisitions.
Scaling down (reducing users/features):
The contracted minimum—set at the start—remains the firm billing threshold for the full contract term. If an organization lowers headcount or consolidates units, it cannot reduce the license/user count or infrastructure spend until the next renewal cycle. Unused licenses do not produce credits or refunds during the active contract year.
To downscale at contract renewal, organizations must proactively adjust their seat/license count, features, and modules before the new term is processed to ensure updated pricing and access.
Annual renewal/adjustment window:
All requested changes to the size and scope of licenses (increases, decreases, or configuration changes) become effective at renewal. During the annual renewal negotiation, organizations can right-size their plan for the coming year and align with new staffing or workflow requirements.
Early contract termination is not generally permitted; organizations remain responsible for the full contract value, except in specific cases outlined by their individual order form or special amendment.
Admin self-service and policy controls:
Admins maintain oversight of all active and authorized users, can provision and de-provision access as staffing needs evolve, and must keep user records up to date to ensure compliance and security.
The Web Admin Console and user APIs support bulk management operations, simplifying scaling during periods of systemwide reorganization or growth.
Integration scalability:
TigerConnect’s terms and conditions for contract renewal and cancellation are built on annual, auto-renewing agreements with a firm notice window and limited flexibility for early termination. Here are the key conditions and data points:
Contract renewal: Unless either party provides written notice of non-renewal at least 30 days before the expiration of the initial or any renewal term, the contract will auto-renew for successive periods matching the original term length. This ensures continuity of service, but providers must proactively manage renewal deadlines if changes are needed.
Notice requirement: The minimum required notice to prevent auto-renewal is typically 30 days prior to contract expiration, but organizations should always refer to their specific order form or agreement, as longer notice periods may be stipulated.
Early cancellation and termination: TigerConnect generally does not allow early contract termination by the customer for convenience. If a customer wishes to cancel before the end of the term, they remain responsible for the entire contract value (i.e., payment for the full annual or multi-year term), with no refunds or credits for unused time or licenses.
Termination for cause: Either party may terminate the agreement with written notice in case of material breach (e.g., non-payment, security violation) if the breach is not cured within 30 days, or immediately if the breach is not remediable. TigerConnect can suspend or terminate service for non-payment after 10 days’ prior written notice. Upon termination for customer breach, all remaining fees become immediately due and payable.
Effect of termination: Upon contract termination, licenses and access to TigerConnect’s services cease immediately. The customer must return or destroy confidential information as directed, and exported data should be completed before the final termination date.
No mid-term downgrades: Customers cannot scale down (reduce users/features) or terminate the contract early and receive a refund during the active term. Downscaling or plan changes can only occur at annual renewal.
Refunds: TigerConnect contracts do not include standard pro-rata or mid-term refunds. Refunds or credits are only considered in exceptional situations or material TigerConnect failure to deliver contracted services.
Change management: Contract amendments, including changes to seat/license count or feature mix, are only implemented at the start of the next term following a formal renewal or contract negotiation.
TigerConnect meets an array of healthcare industry compliance standards, ensuring secure and lawful communication, collaboration, and data handling for its users. The platform is especially recognized for its robust data protection, privacy, and operational controls, making it suitable for use across hospitals, health systems, and clinical practices globally.
HIPAA (Health Insurance Portability and Accountability Act): TigerConnect is fully HIPAA compliant and provides customers with a Business Associate Agreement (BAA), enforcing required technical, administrative, and physical safeguards for handling PHI (protected health information).
HITECH Act: The platform meets HITECH requirements for electronic health record (EHR) security, meaningful use, breach notification, and health information exchange, supporting modern digital healthcare environments.
SOC 2 (System and Organization Controls 2): TigerConnect is SOC 2 certified, confirming its implementation of audited internal controls for security, availability, processing integrity, confidentiality, and privacy for cloud-based service organizations.
GDPR (General Data Protection Regulation): For organizations operating in or serving the EU and UK, TigerConnect aligns with GDPR requirements for consent, data subject rights, data minimization, and cross-border transfer safeguards. Its privacy notice details compliance mechanisms for EU users.
Other North American and International Requirements: TigerConnect is designed to support Canadian PHIPA/PIPEDA and other regional data privacy and security laws. Its flexible controls ensure organizations can configure message retention, data storage location, and patient preferences to meet local regulations.
HITRUST Alignment: While not all modules are HITRUST certified, TigerConnect aligns its architecture and process controls with HITRUST CSF best practices for healthcare data security.
U.S. State-Specific Privacy Laws: The platform provides policies and technical options to address state-level rules such as California’s CCPA and other emerging patient privacy protections.
Patient Rights and Portability: Features and policies are designed to help clients meet the right of access, right to portability, and right to be forgotten/erasure under HIPAA, GDPR, and related frameworks.
