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.
• 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.

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.

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.