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 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. To request additional information about purchasing or upgrading a support contract, complete our online Support Information Request Form.
| Features Available in Support Contracts |  Silver |
 Gold |
 Platinum |
| Software upgrades |  |
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| Telephone support coverage |  |
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| Interactive technical support and training | |
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| Access to the customer-only portion of orchardsoft.com | |
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| Access to Orchard Software's online user group forums | |
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| One seat for an Orchard Harvest LIS Advanced User Training Course at no additional charge. | |
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| 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 use the online Software Problem Report Form to report problems; download ICD-9 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 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: System Support and Training
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: System Support, Training, and On-site Visit
Platinum support is our premiere 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. 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. Scheduling is coordinated through Orchard’s Technical Support ofice. Allow 6-8 weeks for scheduling.