Availity’s Trading Partner Services Packages
From foundational support to strategic alignment, our packages are designed to grow with you!
With a range of service tiers, Availity empowers customers to select the support model that best fits their business. Each tier offers a unique combination of implementation, reporting, support, and account management. The following comparison highlights the features available across the Extended – Premium, Extended – Premium Plus, All Access – Premium, All Access – Premium Plus, and All Access – Wholesale packages.
Implementation, Reporting, and Support
*Availity’s failure to adhere to the support and implementation services and timelines set forth on this page will not be considered a breach of Customer’s Agreement.
Implementation Support That Scales With Your Needs
Every tier of Availity’s Implementation Services–Premium, Premium Plus, and Wholesale–delivers a consistent foundation of value: a dedicated analyst, responsive troubleshooting, and hands-on guidance to ensure a smooth and successful onboarding experience. From credential provisioning to transaction validation and transition to standard support, each package is designed to reduce friction, accelerate go-live timelines, and support your team every step of the way. As you move up the tiers, you gain access to enhanced responsiveness, extended support timelines, and project management resources tailored to complex or high-volume implementations.
| Tier | Assigned Analyst | Troubleshooting Response | Kickoff Call | Provision of SOAP Credentials and API Keys | Weekly Working Sessions | Project Manager | Implementation Support |
|---|---|---|---|---|---|---|---|
| Premium | ✓ | <5 business days | ✓ | ✓ | N/A | N/A | N/A |
| Premium Plus | ✓ | <3 business days | ✓ | ✓ | ✓ | N/A | Up to 12 weeks |
| Wholesale | ✓ | <2 business days | ✓ | ✓ | Additional sessions as needed | ✓ | Up to 16 weeks (per transaction) |
Support
Service level is based on the tier of the organization.
| Tier 3 | Tier 2 | Tier 1 |
|---|---|---|
| – Tickets/Issues handled by Premium Support via e-ticket or phone number – Escalations conducted through e-ticket. | – Tickets/Issues handled by Premium Support via e-ticket or phone number – Access to support email for 2nd level case escalations | – Tickets/Issues handled by Premium Support via e-ticket or phone number. – Access to support email for 2nd level case escalations – Touchpoint/ Working Case calls weekly, bi-weekly or monthly – as needed |
Targeted Response Times
| Task | Timeframe | Timeframe |
|---|---|---|
| Tier 3 | Tier 1/2 | |
| Support ticket acknowledgement | Within 2 business hours* | Within 2 business hours* |
| Initial ticket review | Within 24-48 business hours* | Within 24-48 business hours* |
| Working ticket update frequency | Every 5 business days* | Every 4 business days* |
| Escalated ticket update frequency | Every 4 business days* | Every 3 business days* |
*Subject to Availity observed holidays: New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Juneteenth, Independence Day, Thanksgiving Day, Day after Thanksgiving, Christmas Day
Reporting
Customer will be provided access to an interactive reporting tool, Availity 360+, on Availity Essentials that uses pre-defined filters, allowing users to query their data for a given time period and view the summarized results or line level detailed results. Availity 360+ can be utilized for viewing transaction volume, product utilization, and transaction success rates. Users can apply additional pre-set filters to the retrieved data set for additional analysis. Data can be exported in .csv format for further manipulation.
Invoice Detail Reporting
Customer will have access to a detailed breakdown of its invoice showing billable Transactions via Availity Essentials (under Reporting > Submitter Invoice Report).
Account Management
Strategic and Operational Partnership Management
Availity’s Strategic Account Services (SAS) Manager and Trading Partner Operations Manager (TPOM) work in tandem to ensure a seamless client experience–combining strategic planning and business alignment with day-to-day operational execution, reporting, and support. Together, they provide comprehensive oversight across both long-term goals and tactical needs.
Account Management
Resource assignment is based on the tier of the organization.
| Tier 3 | Tier 2 | Tier 1 |
|---|---|---|
| – No assigned account management resources – Group inbox for non-support related questions ([email protected]) | – Assigned Trading Partner Operations Manager (TPOM) – Monthly Operations Meetings | – Assigned Trading Partner Operations Manager (TPOM) – Assigned Strategic Account Services (SAS) Manager – Assigned Availity Executive Sponsor – Quarterly Business Review (QBR) – Annual Onsite Relationship Meeting – Bi-Weekly Operations Meetings |
Strategic Account Services (SAS) Manager
This role leads key client engagements—including QBRs, annual onsite planning, and roadmap discussions—while owning the strategic account plan and business growth conversations. They serve as the primary point of contact for invoicing, contracts, credit requests, and delinquent accounts, ensuring alignment across strategic goals and operational execution.
Trading Partner Operations Manager (TPOM)
This role drives day-to-day operational success through tactical and recurring meetings, outage coordination, and case escalation management. They oversee client reporting, deliverables, and communications, while serving as the point of contact for security questionnaires, payer updates, and transaction monitoring—ensuring smooth execution and accountability across all touch-points.