Lab Software Support & Training

The LigoLab support team works within a three-tiered engineering structure with each tier designed to solve a specific range of issues and complexities. This ensures that every type of incoming request has a specialized team member qualified to resolve the issue. It also allows the support team to triage and escalate an issue to more senior engineers when necessary.

Effective support for the LigoLab platform starts first with the successful onboarding of new hires followed by extensive training.

For example, the onboarding program for a new Support L1 Engineer lasts three months. That’s followed by continual training and mentoring from Support L2 Engineers to ensure a comprehensive understanding of the platform and its core applications.

Once Support L1 Engineers gain the necessary knowledge and perfect their skills they are ready to begin onboarding to the L2 Support position.

After graduating to level 2, Support L2 Engineers receive enhanced training from LigoLab’s Support Technical Lead. They also participate in regular review and troubleshooting sessions with the company’s Engineering and Product Teams.

LigoLab proactively runs weekly automated key performance indicator (KPI) tracking to measure the Support team’s capacity threshold and ensure all service level agreements (SLAs) are met.

An upward trend in capacity threshold or upcoming new customer go-lives serve as triggers for the hiring of additional support staff members.

Additionally, LigoLab’s internal teams are cross-trained and management also possesses extensive technical knowledge allowing for load-balancing support while additional members are hired and trained.

LigoLab offers both email and telephone-based support models, plus Remote Desktop capability. The support staff can be reached by calling the company’s Support number (during and outside regular office hours). Support beyond office hours is limited to emergency interventions.

LigoLab’s talented Support team is included in the licensing cost of the LIS system software. Support can range from inquiries and configuration requests to issues with troubleshooting interfaces, configurations, and software bugs.

Also included in the licensing cost are workstation installation, server installation (including Cloud server), service administration (TomCat Server Troubleshooting), and connection to peripherals.

LigoLab’s Support teams are layered and structured to allow for complex issues to be escalated until a resolution is found.

For successful LIS system implementation and ongoing maintenance of its informatics platform, LigoLab has the following recommendations for staffing.

LigoLab provides its customers with regular training sessions (daily/weekly calls) during implementation and customers also have access to LigoLab’s Online Guide, conveniently located within the LIS system software application.

The guide offers both a reference manual that describes the functionality of all screens and a laboratory workflow guide that takes a more workflow-oriented approach to user training. In addition, customers gain access to a vast library of online training/tutorial videos, and users are encouraged to reach out to LigoLab’s Support team (via email or telephone) if they have any questions after reviewing the available documentation.

LigoLab is constantly adding new features and functionality to its pathology lab software platform, and the Support team encourages all customers to regularly see what new functionality has been added by clicking the Version Features button embedded within the application.

LigoLab offers quarterly platform updates, and lab partners can opt in or out of these updates with the understanding that an upgrade is mandatory after two years because versions older than two years will no longer be supported and expire.

Laboratory information system software updates are performed at night to ensure that updates don't impact the customer’s live version.

All updates are covered through LigoLab’s standard monthly software license fee. Additionally, there is no charge for software modifications deemed necessary for compliance with federal and state government regulations.

LigoLab provides its customers with three software environments: Testing, Training, and Production.

New features are continuously developed, validated, and automatically rolled out to all customers via the Testing environment. The Training environment is there for the customers to train, test, and validate specifically controlled version updates before they are pushed to the Production environment.

No day goes by without LigoLab’s talented Development team adding a feature or enhancement to the pathology lab software platform.

LigoLab actively designs features based on customer requests. Suppose the requested new feature can go on LigoLab’s Development roadmap and be completed on LigoLab’s timeline. For a case like this, the feature is developed without a billable development cost and is available to all customers.

If the requested new feature is a show-stopper and needs to be designed immediately, the Development team submits a do-not-exceed quote to the lab requesting expedited development.