Technical Support
Technical assistance is available 24/7/365.
Specialists on our U.S.-based Technical Support team are available 7am-7pm ET, Monday through Friday, excluding Orchard holidays.
For critical issues, general technical support is still available 24/7 after hours, weekends, & holidays.
Our pledge is to exceed industry standards for support and to distinguish our service level with excellent response times.
- Callback Times: Our support system logs issues as they arrive, and our Technical Support Specialists return customers’ calls within the callback times defined in the Service-level Agreement (SLA) associated with their support level (silver, gold, or platinum).
- Response Rate: The team responds to approximately 98% of all opened tickets within 2 hours during standard business hours, and within 4 hours during weekends, evenings, and holidays.
Time is precious. Let our expert support team help with your LIS project “wish list.”
Our expert service team can help you get those projects completed and ensure your system is doing all that it can to make your jobs easier and your contributions more effective.
Each support level includes assistance with projects, such as software upgrades; however, the depth of Orchard involvement depends on the level you choose:
- Basic Project Package:
- Included with Silver and Gold support
- Project management includes:
- Scheduling with Orchard’s support team
- Utilizing a high-level project plan
- Communicating project start and completion via email
- Premium Project Package:
- Included with Platinum support, but can be purchased with other support levels
- A premium project builds on a basic project with:
- A more detailed project plan
- Ongoing communication throughout the project
- An assigned dedicated Technical Support Specialist
Choose the right support level to meet your facility’s business needs and budget.
Orchard believes in superior customer support and understands that each laboratory is unique, so we offer several support levels.
In addition to these standard support levels, Orchard offers premium services with our Technical Administration and System Administration programs.
| Silver | Gold | Platinum | |
|---|---|---|---|
| Global support 24/7 | |||
| Satisfaction survey with ticket close | |||
| Access to Orchard Resource Center | |||
| Basic upgrade project package | |||
| Faster initial response time | |||
| Remote client training | |||
| Premium upgrade of project package | |||
| Monthly reports of tickets created | |||
| 32 hours of remote professional services | |||
| Response from tier II or higher |
Why Orchard Customer Support Stands Out
What's the best option for you?
Contact your Orchard Account Executive to find out how we can help you move your service and support to the level that works best for you and help ensure that your LIS is fully supporting your lab’s contribution to patient care.
We have always experienced great customer service. I just love the fact that I can open a WebEx that allows tech support staff to look right at what I am explaining to them. With my previous LIS/HIS, we would put in a tech support request on-line and wait to hear from them and then struggle through a phone explanation to describe the problem. Orchard’s tech support system is much more efficient.
Vicki DuganPenn State University Health Services
Advanced Technical & System Administration
Technical Administration Option for IT-savvy Labs
The Technical Administration program is for laboratories that have staff who are comfortable with primary system administration but would like consultation and support for more advanced areas of the system.
This program provides help when and where you need it most, and is an economical option for laboratories who do not need full system administration oversight.
Administration Programs Offer a Dedicated Analyst
One of the greatest benefits of an advanced administration option is that you gain a dedicated System Administrator Analyst (SAA). Your personal SAA knows your system and can ensure that everything runs efficiently and smoothly, allowing you to focus on elevating patient care.
Your SAA will:
- Provide a weekly status report
- Attend weekly calls to discuss open items and ensure progress
- Monitor build and hotfix releases
- Track professional service time
- Ensure follow-up on unresolved items handled after hours
- Identify optimization opportunities
- Work with customer system administrator on change control
- Escalate items to other teams as needed
System Administration Support for Full System Oversight
Our System Administration option builds on the Technical Administration program and is for laboratories that can benefit from primary system administration assistance, including execution and support for workflows, testing, troubleshooting, reporting, and configuration.
In addition to providing full system administration oversight, this program includes an optional system maintenance component.
About System Maintenance Checks
When you take advantage of ongoing system maintenance checks, your primary System Administration Analyst (SAA) performs daily, weekly, monthly, quarterly, and semi-annual system checks, communicates the findings, and reviews any necessary resolution options with you.
Experience Confidence with Orchard’s Commitment to Rapid Response Times
Both our Technical Administration and System Administration programs offer a commitment to rapid response times.
Analysts on our System Administration Team are available 8am-6pm ET, Monday through Friday, excluding Orchard holidays.
For critical issues, support is still available from our Technical Support Team after hours, weekends, & holidays.
| Response Time: 30 Minutes Critical |
| Any product or multiple interfaces/workstations are down or operating in a materially degraded state |
| An error resulting in catastrophic failure |
| Potential patient care affected or imminent risk to patient safety/ PHI |
| Issue has material financial impact |
| Response Time: 2 Hours High |
| A product with material issues that cannot be easily circumvented |
| A product is unusable and there are no workarounds |
| Data entry or access is materially impaired |
| An interface or label printing is down |
| Response Time: 4 Hours Medium |
| A product operating with minor issues that can be easily circumvented |
| Request for routine assistance or information |
| A product is unusable and there are available workarounds |
| Disabled non-essential workflows with no workaround available |
| Response Time: 8 Hours Low |
| A non-critical error resulting in inconveniences of any licensed product with no available workarounds |
| Requests for assistance or information |
| Test environment issues |
Select the Depth of Support: Technical Administration vs. System Administration
Both Technical Administration and System Administration agreements include assistance by an assigned personal System Administrator Analyst (SAA), who provides expert guidance to optimize and maintain your system. Your SAA will ensure ongoing, regular communication and connect you to any Orchard resources that your organization needs.
| Technical Administration | System Administration | |
|---|---|---|
| Perform daily maintenance system checks | ||
| Provide level I support for basic customer troubleshooting | ||
| Assist and train staff (e.g., ordering, accessioning, resulting, tracking laboratory data) |
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| Assist with basic database configuration changes (e.g., build new order choices; add providers, label printers, and/or rules) |
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| Consult, build, and map new order choice/lab tests for host and reference lab interfaces |
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| Conduct weekly calls to prioritize & review open items report | ||
| Facilitate client initiatives, updates, features, and maintenance |
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| Provide level II support and engage level III when required | ||
| Provide consultation for ordering, accessioning, resulting, and tracking laboratory data |
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| Provide consultation for basic database configuration changes (e.g., build new order choices; add providers, label printers, and/or rules) |
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| Provide consultation on new order choice/lab tests for host and reference lab interfaces |
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| Assist with testing new instruments and HL7 integrations | ||
| Provide System Administration Analyst |
Ready for more time for patient care?
Let us help take care of the day-to-day system administration tasks, so you can focus on what matters most—outstanding patient care!
Professional Services
Arrange professional service hours to round out your support with expertise and assistance for all of your laboratory’s needs.
Orchard’s subject matter experts and specially trained support specialists can assist with tasks such as:
- Database refinement
- Custom reports (SSRS)
- Mapper Script changes
- Interface reconfiguration
- Installation of NCD/ICD/LCD codes
- Custom queries
- Extensive setup/configuration (e.g., rules, browsers, etc.)
- Adding or replacing a new instrument with a different interface type
- System optimization
Contact your Orchard sales account representative to arrange professional services.
Want to know more?
Contact us to learn how Orchard's support plans and administration programs can improve your lab productivity and your contribution to patient care!