Orchard's Support &
Administration Options

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.

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.

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.