Search Our Site

Customer Sign In User Name Password Enroll now Forgot User Name or Password? Trouble Signing In?

Quick Links Request Information Sales Contacts Download Center Request Software Modification (RFM) Tech Tips

News@orchard Current Issue Newsletter Archive

24/7/365 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, you'll receive software updates throughout the year and one-on-one help when you need it from a support team that is always there for you. In addition, our online user groups, newsletters, and website provide you with answers, ideas, and tips to ensure that you're never on your own.

 Silver Support

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 user groups, 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

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

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 expert Systems Engineers. An Orchard Software Systems Engineer will make a scheduled visit to your facility to assist you however you need. 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.

Orchard Harvest LIS Upgrade Process Updates vs. Upgrades Orchard releases updates to their software frequently throughout the life of a software version. An update is a simple process that takes only a few minutes to install, provided the system was already somewhat up-to-date. Major upgrades happen when a new version is released. They include many new features and modifications. Since no two labs are alike, Orchard assigns a technical support representative to discuss these new features with you and suggest how they can be integrated into your lab. How does the process work? When a new version of Harvest LIS is released, a notification is sent to users through a variety of media to inform users of its availability. Clients may then fill out an upgrade request form on Orchard's website. We process these forms on a "fist come-first served" basis. Once a request for upgrade is received by Orchard's technical support staff, a representative makes contact with a representative of your facility to perform a hardware survey. This process is easy and quick and allows us to determine if your hardware is compatible for the most recent upgrade. if there are no system limitations, a technical support representative then contacts a representative of your facility to coordinate shipping the upgrade media and documentation and to schedule the date of the upgrade. Depending upon the required procedure, we typically schedule five to ten upgrades per week. How can I make it easier? The best way to make the upgrade process easier is to keep the hardware in your facility up-to-date. We suggest that you pay particular attention to our recommended memory requirements, and that you plan on gradually replacing workstations and the server over time. This replacement process will allow you to take advantage of the evolution in technology and the increasing capabilities of Harvest LIS.