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.
- 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 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 the Silver support level
- 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 a System Administration program to offer an advanced level of care.
| Silver | Platinum | |
|---|---|---|
| Global support 24/7/365 | ||
| Access to Orchard Resource Center | ||
| Basic upgrade project package | ||
| Faster initial response time | ||
| Remote client training | ||
| Premium upgrade of project package | ||
| 32 hours of remote professional services |
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 Support Options
System Administration Program for an Advanced Level of Care
We understand that laboratories benefit from having access to experts who are familiar with our products. With that in mind, we offer a System Administration (SA) program as part of our support offerings. With Orchard’s SA program, laboratories are assigned a dedicated SA analyst who helps maximize the functionality, features, and benefits of your Orchard solutions.
System Administration Program Design & Benefits
Orchard’s SA program is carefully designed to enhance case management through systematic approaches and regular oversight. The SA team focuses on delivering comprehensive updates and conducting regular reviews to ensure consistent progress and effective resolution of cases. With ongoing communication and regular evaluation, the SA team optimizes case handling and enables efficient LIS management practices that improve your return on investment.
“Incite would like to express our appreciation for [our dedicated SA analyst] and the patience, perseverance, and professionalism he has shown in handling all the changes and deep dive integrations required for this project. He has plowed his way through a very difficult and tedious test configuration requiring multiple changes and a copious amount of time. We would never have had the resources at Incite Health to provide what our SA contract has provided us.“
-Kathy Schroeder BS, MLS (ASCP), Flow Cytometry and Immunology Laboratory Manager, Safety Officer | Incite Health, Inc.
With Orchard Software’s SA team, your lab gains an expert, senior-level software application resource with laboratory experience who works hand-in-hand with your team to optimize the value of your LIS solution. Your SA analyst is a product specialist who will quickly become a trusted advisor and partner that works with you to optimize your laboratory’s workflow and configuration.
Your SA partner will:
- Ensure regular communication and access to Orchard resources
- Facilitate weekly meetings to review open cases and provide status updates
- Provide oversight of initiatives, system updates, features, and maintenance
- Understand your workflows, environment, personnel, and overall business to optimize solution outcomes
Experience Confidence with Orchard’s Commitment to Rapid Response Times
Orchard’s System Administration program offers 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 |
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!