Technical Support
Orchard Software offers three levels of annual support, so you can select the option that best suits your needs and budget. Whatever level you choose, software upgrades are included and available as they are released throughout the year. You will also receive one-on-one technical help when you need it from a support team that is always there for you. In addition, our semi-annual users’ symposiums, online forums, newsletters, and website provide you with answers, ideas, and tips to ensure that you’re never on your own.
Silver Support Provides Full System Protection
Silver support is our standard support package that provides you with software upgrades and 24/7/365 telephone technical support. You also have access to the customer-only portion of our website, where you can use the online Software Problem Report Form to report problems; download NCDs, ICD-9 codes, the latest help manuals, release notes, and customer guides; or propose new or revised features by completing the online Request for Modification Form. You are also able to participate in Orchard’s online forums, which give you the opportunity to ask questions and share information on lab-related issues with other Harvest LIS users, putting additional support at your fingertips.
Gold Support Adds Training to Help You Get More from Your System
Gold support contains all the benefits of our Silver support, plus a seat at Orchard’s P.A.C.E.® accredited (for 30.5 contact hours) Advanced User Training class for you or a member of your staff. Hotel accommodations, meals, and airfare for the training class are included with your Gold support package. During the week-long class, you will receive hands-on experience using many of the database management and maintenance tools, learn the newest features of the most current Harvest LIS version, review security functions and enhancements that may assist you with HIPAA compliance, and try out Harvest LIS modules, such as Harvest Webstation, Microbiology, and Anatomic Pathology. Past attendees have found the interaction with other Harvest LIS users and learning about new projects on the horizon from Orchard associates very beneficial.
Platinum Support Brings Additional, Custom Support to Fit Your Needs
Platinum support is our premiere level. It contains all the value of our Silver and Gold levels, plus a week-long, on-site visit by one of our Systems Engineers. An Orchard Software Systems Engineer will make a scheduled visit to your facility to assist you. For example, you may want our engineer to assist you with system expansion, to install or configure host interfaces with host or other systems, to install or configure instrument interfaces, to evaluate your system and provide workflow suggestions, to provide training on new features in Harvest LIS, or to assist in replacing hardware with new items you have purchased.
Multiple Support Sources Are Available
Other sources of support, such as Orchard’s online forums, newsletters, and website, provide you with answers, ideas, and tips to ensure that you’re never on your own. Via email, Orchard’s online forums are an instant source of help and advice from other users and Orchard employees regarding every topic you could imagine. Our news@orchard newsletter is published quarterly and filled with tech tips and instructions on the use of various product features and an extensive online help section of our website ensures access to the information you need to maximize your Orchard systems.
"I rarely ever post to this user group but I do look at everything that the rest of you write in about. A special thanks to all of you because of your inquiries and replies. We had our COLA inspection a couple of days ago and got a perfect score. Much of the credit goes to the members of this group. The questions some of you asked about meeting some of the new COLA criteria and then the replies that were given helped us more than you will ever know. Special thanks also to Thom for his help. That was a great experience and enabled us to use the qualitative and semi-quantitative features much more and really helped our QC. The pop-up for critical values reporting is fantastic and our inspector just loved it." |
Orchard’s Semi-annual Symposiums Provide Networking Opportunities
Each year, Orchard holds two symposiums. The locations are rotated throughout the United States each year to provide easy access to the event by Harvest LIS users in the area. The semi-annual, day-long event is designed for current users and prospective users alike. Keynote speakers and numerous breakouts sessions provide attendees with ample opportunities to learn more in-depth information about Orchard Software and our products. The symposium also offers everyone an opportunity to meet key Orchard employees and network and share ideas with other Harvest LIS users.
“Being really busy at work right now, when it was suggested I attend the symposium, I questioned the value of going. Now I must say, I am glad that I came. I will recommend we send some other users and will certainly take back the anatomic pathology information for further consideration.” |