Honest answers. No buzzwords.
Including the AI scheduling answer, the cost answer, and the things most MSPs won't tell you.
What's the free Bill Audit you keep mentioning?
Exactly what it sounds like. When you book a discovery call, we prepare a side-by-side comparison of your current phone, internet, and security spend against alternatives from our partner network.
Most practices save 15-30% on telecom and security spend just by re-quoting. We show you the math, line by line, with real numbers from real providers. If your current setup is already optimal, we tell you that and walk away.
The audit takes about 5 days to prepare per practice — that's why we cap at 5 audits per month. Yours to keep whether or not we work together.
What does this actually cost?
Our pricing is fully transparent — no quote-request gates. Four tiers from $325/mo (Foundation, 1 user) to $245/user/mo (Complete, everything bundled).
Setup costs are scaled to tier complexity: Foundation onboarding is $1,295 (lite scope); Essentials is $2,495 (standard); Professional and Complete include onboarding in the tier.
Predictable monthly billing. Month-to-month from day one on Foundation and Essentials. 90-day initial commitment on Professional and Complete (covers the upfront work bundled in those tiers).
Can the AI actually book patients into our scheduling system?
Honest answer: it depends on which system you use.
For systems with open APIs (Open Dental, Cloud9, modern cloud-based PMS), our deployment handles direct booking natively. For closed systems (Tops, Dolphin, older Dentrix versions), we partner with specialty providers who've built deep integrations.
The result is the same: direct AI booking when possible, qualified callback handoff when it's not, and no lead ever sits in voicemail.
Doesn't AI only answer after-hours calls? Our front desk handles business hours.
It does both, and you choose the coverage: after-hours only, business-hours overflow, or both. As overflow, the AI picks up — when your front desk is on another call, helping a patient at the counter, or buried for ten minutes.
Instead of the call going to voicemail (or the caller hanging up), the AI picks up, captures the reason for the call, and either books the consult, transfers to your team, or texts you a summary so nobody falls through the cracks.
The point is to capture the lead — not to replace your front desk. We don't compete with your team; we close the gap where humans can't be.
How quickly can we get started?
Discovery call this week. Assessment the following week. Proposal within 48 hours of the assessment. Full onboarding completed inside 10 business days of signature.
Roughly three weeks from first contact to go-live for a typical 6-12 user practice.
What happens if we want to leave?
You leave. Month-to-month means month-to-month after the initial commitment period (immediate on Foundation/Essentials, after 90 days on Professional/Complete).
30 days' written notice — you can't cancel overnight, and we can't drop you overnight either. We hand off documentation, access credentials, and any client-owned data within 30 days of cancellation. We've designed the business so we have to earn the relationship every month — including the last one.
Do you replace my current IT person, or work alongside them?
Either. If you have a solo IT person at a growing practice, we often become their escalation layer and strategic backup. If you're on a generic IT vendor, we usually replace them entirely. The discovery call is where we figure out which path fits.
Are you tied to specific vendors?
No. We work through master-distributor partnerships that give us access to 500+ vetted technology vendors across voice, internet, security, contact center, cloud, and business continuity.
If the right answer for your practice is a vendor we don't typically use, we'll tell you — and help you get there. We don't sell logos. We solve problems.
If our phone and internet bills stay with the carriers, what does Trigon Heights handle?
You sign with the vendor directly. They bill you. We're not the carrier and we don't pretend to be.
What we do: help you compare options across our partner network, project-manage the install, sit on every kickoff and configuration call with the vendor's team, and stay your single point of contact afterward. One number to call when something goes wrong, even when the issue belongs to someone else's network.
What about practices that aren't orthodontic?
Orthodontic is our specialty because that's where our founder built the deepest expertise — supporting ~100 ortho practices through his prior role.
We also serve dental practices (Dentrix Ascend, Eaglesoft, Open Dental, Curve), specialty medical practices, and other healthcare-adjacent businesses with regulated data. The three pillars (Integrity, Strategy, Partnership) work identically across verticals.
I'm a DSO-affiliated practice. Can you help?
Honest answer: probably not. We serve independent practices. DSO-affiliated practices typically have IT decisions made at the corporate parent level, not the practice level.
If you're considering separating from a DSO or your DSO has explicitly delegated IT to local discretion, we should talk. Otherwise, we're not set up to navigate corporate-level IT decisions.
Most "HIPAA-compliant" MSPs have never run a Risk Assessment they wrote themselves.
If you've had a Risk Assessment in the last 24 months, do this one test: look at the section about your imaging server's backup verification process. If it's the same paragraph that's in the assessment your office friend across town got, neither of you actually had a Risk Assessment. A real one requires the assessor to understand your specific workflow.
MSPs that ONLY bill hourly are admitting they don't know what value they create.
Hourly billing aligns the IT firm's incentives against efficiency — they make more money the longer something takes. Predictable monthly pricing aligns incentives with the practice. Both parties want issues resolved fast. (Foundation tier is a hybrid — retainer plus included hours — because real small practices genuinely don't need much support most months.)
Your front-desk workstation is probably the highest HIPAA risk in your practice — and almost no one is auditing it.
Most "endpoint security" focuses on the doctor's laptop. But the front desk is the workstation that touches every patient record, gets the most phishing emails, and is least likely to be patched on schedule. It's also where your highest exposure lives.
"24/7 monitoring" is meaningless without a person who answers the phone at 2 AM.
Most MSPs sell 24/7 monitoring as a tool that emails an inbox someone will check Monday morning. That's not 24/7. That's monitored-Monday. Ask your current IT firm: "If our imaging server fails at 2 AM Saturday, what happens?" If the answer involves the word "Monday," you don't have 24/7 anything.
Most "IT support" at small practices is one person answering tickets when they have time.
Real support is proactive. It's the issues that don't happen because someone caught them in monitoring. It's the conversation with you every quarter about what's coming. If your IT relationship feels like first aid, you're not getting support — you're getting bandaids.