Support Options
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 upgrades and enhancements 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 forums, newsletters, online tutorials, and website provide you with answers, ideas, and tips to ensure that you’re never on your own. To request additional information about purchasing or upgrading a support contract, complete our online Support Information Request Form.
| Available Features |  Silver |
 Gold |
 Platinum |
| Software upgrades |  |
 |
 |
| Telephone support coverage |  |
 |
 |
| Interactive technical support and training | |
|
|
| Access to the customer-only portion of www.orchardsoft.com | |
|
|
| Access to Orchard Software's online forums | |
|
|
| One seat for an Orchard Harvest LIS Advanced User Training Course at no additional charge. For those customers with Orchard Pathology or Orchard Copia, please contact your Account Manager to learn more about training options for you. | |
|
|
| An Orchard Software Systems Engineer will make one scheduled, week-long visit to your facility for designated tasks. | |
Silver: System 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 sign-up for our online tutorials; use the online Contact Technical Support Form to report problems; download ICD codes, NCDs, 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 forums, which give you the opportunity to ask questions and share information on lab-related issues with other Orchard users, putting additional support at your fingertips.
Gold: System Support and Training
Gold support contains all the benefits of our Silver level support, plus a seat at Orchard’s P.A.C.E.® accredited (30.5 Contact Hours) Orchard Harvest LIS 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 Orchard Harvest LIS version, and review security functions and enhancements that may assist you with HIPAA compliance. Past attendees have found the interaction with other Harvest LIS users and learning about new Orchard projects on the horizon very beneficial.
Platinum: System Support, Training, and On-site Visit
Platinum support is our premier level of service and support. 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 and your staff. For example, you may want our engineer to assist you with system expansion projects such as the installation or configuration of instrument interfaces, evaluation of your system including workflow suggestions, training on the newest features in your Orchard system, or assistance in replacing hardware with newly purchased items. Scheduling is coordinated through Orchard’s Technical Support office. Please allow 6-8 weeks for scheduling.
* For those customers with Orchard Pathology or Orchard Copia, please contact your Account Manager to learn more about training options for you.