LigoLab’s Approach to LIS System Implementation and Support

At LigoLab, we proudly help independent clinical labs and pathology groups grow and thrive. 

We do this by offering the most flexible and comprehensive laboratory information system (LIS abbreviation medical, LIS system, LIS software), one that includes modules for anatomic pathology (LIS pathology), clinical laboratory (LIS medical), molecular diagnostics (LIS molecular), laboratory revenue cycle management (lab RCM), and direct-to-consumer lab testing (TestDirectly and TestDirectly.com), all integrated on a powerful all-in-one informatics platform that supports the entire lifecycle of all cases. 

We also offer unmatched customer service and support in the medical laboratory software domain. 

We know switching from your current laboratory information system and lab billing solutions to the LigoLab LIS & RCM Informatics Platform is a big decision that requires a significant amount of time, research, and due diligence. 

To help with this, we’ve compiled a list of frequently asked questions (FAQs) to highlight our approach to laboratory information system software implementation and support, the two biggest determining factors when prospective customers compare LigoLab's LIS system software to other LIS system vendors. 

Please review our list of implementation and support FAQs. If you have further questions after reviewing the list, please reach us at info@LigoLab.com. 

How is LigoLab’s LIS System Training Implemented?

Training occurs during the LIS system implementation phase to cover all essential operations for going live. Additional training is provided post-go-live if you want to learn more advanced “under the hood” functionality of the pathology lab software and the platform. LigoLab always encourages knowledge transfer, as we feel it empowers the user to grow and thrive independently.  

Is Documentation Included with the LIS System Training? 

Yes, all training sessions are recorded and can be shared upon completion. In addition to the recorded sessions, we have tutorial videos available for general topics. We also provide access to online help documentation that extensively covers all aspects of the LIS system software platform (including thousands of searchable help pages).

Is Documentation Included with LIS System Updates?

Lab information system release notes are documented and available inside the LigoLab application. Video tutorials usually take a little longer to create for new features and enhancements but can be expedited upon request.

Is There a Community Forum for Users to Discuss Issues and Share Ideas?

We are currently implementing our Ligoverse online platform and soon users will be able to freely communicate with each other to share strategies and configurations alike. 

Can I Get a List of Available LIS System Features and Report Templates?

The full list of LIS system features is in the tens of thousands, and we wouldn’t want to overwhelm you with that volume of information. We can, however, provide you with an overview of the general list of LIS system software features, and if you’d like a more detailed list for a particular section we will provide you with that requested list. This also applies to reports. We can send report examples once we receive a list of reports that you’re interested in. 

Are There Any Known LIS System Bugs?

Because our customers constantly use the LIS system software we can address any bug discovery promptly. Also, we assure you that the most common day-to-day operational functionality is bug-free. 

Several measures in our development workflow prevent bugs from ever reaching the customer. One of these measures is our regression testing for every updated version. If the regression testing fails the update is held back until a QA developer reviews the code and implements a fix. This, in addition to other validation measures, ensures that the chance of you experiencing a bug is below five percent. 

The scenarios that fall under that five percent category are strictly limited to new feature requests by the customer, meaning it’s a brand new feature/enhancement that did not previously exist in the LIS system. 

In such cases, we rely on our customers to perform validation and testing in their training environment since the end-user will have a more realistic approach to beta testing than a developer or a QA engineer. 

Once your users validate and find any bugs in the training environment, we apply a hotfix, and then and only then, does the update get pushed to production. This methodology ensures uninterrupted uptime of the platform. In short, no bugs.

Learn More: Stability and Performance: The Two Most Important Aspects of a Modern Laboratory Operation

Are There Additional Charges for Engineer Work After LIS System Implementation?

We do not charge for common support requests such as minor tweaks to configurations. Large-scale requests (such as implementing a whole new department with new testing such as microbiology, clinical, etc.), are treated as new implementations with their appropriate costs. 

If you have specific examples of support requests you’re interested in and would like to find out the potential costs associated with them, feel free to reach out to us with a list and we’ll be happy to respond to your list thoroughly.  

Also if you need us to stop what we are working on and develop a brand new feature then that feature is quoted and prioritized upon your approval.

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Does LigoLab Provide Disaster Recovery Support?

The short answer is yes, but the level of involvement on the LigoLab side depends on the type of infrastructure you’re interested in. 

If you choose to purchase the server hardware and keep it in-house, then we can only provide limited support when it comes to hardware replacement. In this scenario, our responsibilities include recovering the LIS system software and configurations. 

Our cloud-hosted solution removes the need for recovery since there’s no hardware. 

Does LigoLab Back Up Lab Data?

Yes. The standard policy is monthly backups for the last three months and nightly backups for the last seven days. 

This policy can be changed to fit the customer's requests and needs. 

These backups are done directly on the server and a backup disk. It’s optionally recommended that you provide us with off-site backup hardware and Amazon S3 storage, and we take care of the configurations and monitoring of the successful transfer.

Learn More: LigoLab’s Enhanced Cybersecurity Solutions Give Customers Added Protection and Peace-of-Mind

Is There a Help Desk Ticket System?

We use Jira for our ticketing system. All requests for support can be submitted to support@ligolab.com which automatically routes them to Jira.

What is the Response Time for a Support Request?

Confirmation of receipt of a support request is immediate. Turnaround times will depend on the scale of the request. 

Small configuration changes take at the most 48 hours to complete. Larger requests can vary anywhere from one-to-two weeks.

LigoLab - An Enterprise-Grade Laboratory Information System Solution

Back in 2006, LigoLab set out to develop the most flexible and comprehensive LIS laboratory information system, one that was future-ready and had unlimited configurability, one that would take full responsibility for all laboratory and financial operations, and one that would enable all medical laboratories to differentiate themselves in the marketplace, scale their operations, and become more profitable. 

Now nearly two decades later, LigoLab is a leading provider of innovative end-to-end pathology lab software, and the LigoLab LIS & RCM Laboratory Informatics Platform is the foundational LIS system solution for nearly 300 medical facilities nationwide.

For more details concerning implementation and support, CLICK HERE.

To read about LigoLab’s all-in-one LIS system and lab RCM platform tiered pricing options, CLICK HERE. 

To read about LigoLab’s approach to security and LIS system architecture, CLICK HERE. 

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