π Quick Summary
Heidi offers two release tracks for Enterprise Organisations:
Live Releases: Bi-weekly updates with immediate access to new features.
Managed Releases: Once a monthly bundled feature updates with 2 weeks advance notice.
Best for: Enterprise, large healthcare settings (hospitals), and regulated organisations needing predictable change control.
Contact your Customer Success Manager to discuss which track fits your needs.
Managed Releases are only available for Enterprise and some Practices, it is not available for Free or Pro users.
Overview
Heidi now offers two release tracks to match how your organisation manages software updates. Both deliver the same powerful features, just on different schedules.
1. Live Releases: Continuous bi-weekly updates for customers who want the latest features immediately. This includes the standard communication and release note cadence that Heidi users have today.
β
2. Managed Releases: Predictable monthly cycles with 2 weeks advance notice. Features are bundled and released once a month on the 2nd Tuesday. Most enterprise and regulated organisations are choosing Managed.
Release Track Comparison: Live vs. Managed
| Live Releases | Managed Releases |
Release Frequency | Continuous (bi-weekly release on Tuesday and Thursday) | Bundled monthly cycles |
Advance Notice | Standard in-app and email notifications. | Detailed prospective release notes 2 weeks in advance. |
Feature Access | Immediate when ready | Scheduled monthly (with advance notice) |
Heidi Labs Access | β Yes | β No (experimental features excluded) |
Release Cadence | Consistent. Bi-weekly. | A single monthly bundled release. |
Communication Timing | At time of release via change log. | The preceding month (2 weeks before feature release) |
Best For | Free, Pro, Practice tier. | Enterprise, hospitals, large, complex and regulated organisations |
Who Should Choose Managed Releases?
Choose Managed Releases if you:
β Require formal IT change control or approval processes
β Need time to review, test, and train staff before changes go live
β Operate in regulated markets
β Have multiple departments that need to coordinate on updates
β Require advance documentation for governance/compliance teams
Stay on Live Releases if you:
β Want immediate access to new features as soon as they're ready
β Can adapt quickly to product changes
β Value continuous innovation over predictable schedules
β Want to participate in early testing via Heidi Labs
β Don't have formal change control requirements
What Changes on Managed Releases?
β Managed customers will not have:
Access to Heidi Labs (experimental features)
Immediate access to new features (typically 4-6 weeks after Live Track customers, depending on when the feature was released)
Participation in early experimental rollouts.
β Managed customer will still get:
Hot fixes and critical security patches - these are deployed immediately to all customers for safety. They are excluded from the Managed release track.
Note: In rare cases where a hot fix could impact your workflows, we'll provide immedite notification and support.
How Managed Release Track Works
Getting started with Managed Releases
Decision: You and your Customer Success Manager agree Managed Releases are right for your organisation.
Configuration: Your CSM enables Managed track in our internal release systems - applies to your entire organisation.
Transition: Features will immediately be withheld from your organisation until your first Managed release.
Ongoing: A requested organisation contact will receive prospective release notes each month, 2 weeks before features go live the following month
Monthly Cycles:
Last week of Month: Managed customers receive prospective release notes (2 weeks advance notice)
2nd week of Following Month: Features go live to your organisation
Features are typically 4-6 weeks behind Live track, depending on when they were initially released
Administrator Preview:
Specific individuals in an organisation, like system admin or project lead, may have access to the Live Feature Track. This allows early review and opportunity to prepare internal training materials and change resources before features roll out to the entire organisation.
Change log Access:
Managed customers will receive a 2-week prospective change log in advance to their release date which will include features they will get access to. Managed customers can still view the Live change log on Heidi's website to see what features are currently rolling out to Live customers.
Important Details
Hot Fixes & Security Patches
Excluded from Managed Release: critical bug fixes and security patches are deployed immediately to all customers (including Managed) for safety and security reasons.
What qualifies as immediate deployment:
Security vulnerabilities
Critical bugs causing data loss or system instability
Performance issues affecting service availability
Compliance-related fixes
For any bug fixes or patches that impact clinical workflows or user experience we will provide immediate notification when these emergency updates are deployed.
Major Product Launches
Major net new products and big features receive extended advance notice of 4-12 weeks depending on scope. Your CSM will work directly with your organisation to plan implementation.
Organisation-Wide Setting
The release track applies to your entire organisation for consistency and compliance. Individual users (typically Org Admins or team leads) can be set to Live releases to preview features before the organisation receives them. There are limits to how many different individual users and teams within an organisation can be on set on different release pathways. Discuss with your Customer Success Manager to discuss these options.
Switching Between Tracks
Can I Switch between Live and Managed?
Yes. Contact your Customer Success Manager to switch tracks. We recommend timing the switch to align with your monthly release cycle to avoid receiving a flood of features at once.
From Live to Managed: Switch at any time. You'll be placed on the next monthly cycle.
From Managed to Live: Best to switch on your scheduled release date to avoid feature overload. Your Customer Success Manager will work through this with your organisation.
Who Decides?
Only your Customer Success Manager or Account Executive can change your release track. This ensures you understand the implications and timing. Heidi's Support team cannot change release tracks for you without oversight from your Customer Success Manager or Account Executive.
Important Restriction
Enterprise customers should not frequently switch between tracks. Once you've selected a release track, you should remain on it long-term. Frequent switching:
Defeats the purpose of predictable release schedules
Creates confusion for your team about when features will arrive
Makes it difficult to maintain consistent change control processes
Risks features being missed or prematurely released
Your CSM will help you choose the track that matches your long-term operational needs. If your requirements change significantly, contact your CSM to discuss a permanent track change.
Frequently Asked Questions
Frequently Asked Questions
Q: Will Managed Releases cost more?
No. Managed Releases are available to all Enterprise customers at no additional cost.
Q: What if there's a critical bug affecting our users?
Critical bug fixes and security patches are deployed immediately to all customers, including Managed track, for safety reasons. You'll receive immediate notification.
Q: Can we switch tracks after choosing?
Yes. Contact your CSM to discuss timing and implications.
Q: How does this affect our support?
Support SLAs and response times remain the same regardless of release track.
Q: Will we miss out on features?
No. You receive all the same features, just on a predictable monthly schedule with 2 weeks advance notice.
Q: Can some users stay on Live while others go to Managed?
The release track is set at the organisation level for consistency. However, individual administrators can be toggled to Live to preview features and prepare training materials.
Q: What if we have unique release requirements?
Heidi only offers two release tracks for customers, Live or Managed. If you have concerns or questions about how these release models work with your organisation, contact your CSM to discuss options.
Q: What training resources do we receive?
For each significant feature or new product release, you'll receive:
Links to updated help documentation
Feature-specific guides
Platform-specific notes (Web/Desktop/Mobile changes)
Screenshots or videos for significant UI changes
For major product launches, you'll receive dedicated training and implementation guides.
Next Steps
Ready to Discuss?
Contact your Customer Success Manager or Account Executive to:
Review your change control requirements
Discuss which track fits your operational needs
Answer questions
Enable the right track for your organisation
Need Help?
For guidance and support contact your CSM for more information on release processes, decision support for your organisation and to check your current release track.
If you do not have an assign CSM or AE, contact our Support team to be guided on next steps. Please note the Managed Release process is only available to Practice and Enterprise organisations.
Release schedules are subject to change based on feature readiness and stability. We'll communicate any changes directly to Managed release customers.