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 software), one that includes advanced modules for anatomic pathology, clinical laboratory, molecular diagnostics, laboratory revenue cycle management (lab RCM), and direct-to-consumer lab testing (TestDirectly and TestDirectly.com), all integrated on a powerful all-in-one pathology lab management platform that supports the entire lifecycle of all cases. 

We also offer unmatched customer service and support in the pathology lab software domain. 

We understand that switching from legacy pathology LIS systems and laboratory billing solutions to the all-inclusive LigoLab medical LIS & lab RCM Informatics Platform is a decision that requires a significant amount of time, research, and due diligence. 

Learn More: Best Practices Guide: Managing LIS System Timelines for Vendor Research and Implementation

To help with this, we’ve compiled a list of frequently asked questions (FAQs) to highlight LigoLab’s approach to producing the best laboratory information system software, successful LIS system implementations, and unmatched pathology software support. These remain the biggest determining factors when prospective customers compare LigoLab's LIS system software to other laboratory information system vendors. 

Please review the list of implementation and support FAQs. If you have further questions after reviewing the list, please contact a LigoLab product specialist.

Connect Me with a LigoLab Product Specialist!

How is LigoLab’s Lab Information System Training Implemented?

Training occurs during the lab information system implementation phase to cover all essential operations before moving to a live diagnostic lab software environment. Additional training is provided after the live launch for customers who want to learn more advanced “under the hood” laboratory information system functions. LigoLab always encourages knowledge transfer, as it empowers the LIS software user to grow and thrive independently.  

Learn More: LIS Systems - Learn the Basics and Find Out How the Best Laboratory Information Systems Efficiently Remove Barriers and Maximize Growth

Is Documentation Included with the LIS System Training? 

Yes, all laboratory information system software training sessions are recorded and can be shared upon completion. In addition to the recorded sessions, tutorial videos are also available for general topics. LigoLab also provides access to online help, which extensively covers all aspects of the medical LIS and lab bill platform (thousands of searchable help pages embedded within the pathology software application).

Learn More: Top 10 Medical Laboratory Mistakes and How to Prevent Them from Happening in Your Lab

Is Documentation Included with LIS System Updates?

Laboratory information system release notes are also categorized and available inside the pathology lab reporting software application. Video tutorials for new features and enhancements can also be expedited upon the customer’s request.

Learn More: A Closer Look at LigoLab’s Commitment to Innovation

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

LigoLab believes in partnership and fosters community and knowledge-sharing in several key ways:

1. Customer Support Channels – LigoLab clients have access to direct communication with product experts and support staff via ticketing systems, email, and phone. This is often where best practices and tips are exchanged in real-time.
2. User Group Webinars & Training Sessions – LigoLab regularly hosts webinars, product demos, and training sessions where users can interact with the team, ask questions, and learn about system features and use cases.
3. Onboarding & Account Management – Each client lab typically has a dedicated account representative or support contact who shares guidance, usage tips, and ideas for optimizing the platform.
4. Custom Workflow Consulting – For deeper engagement, LigoLab offers consulting and workflow reviews with product experts to optimize performance and share best practices.

Learn More: Not All LIS Systems Are Created Equally

List of Available LIS System Features and Report Templates?

The LigoLab platform includes tens of thousands of features, far too many to list without becoming overwhelming. Instead, the LIS company offers a general overview of key LIS pathology and lab billing capabilities. The same approach applies to report templates: once a lab client shares which reports it would like to review, LigoLab sends relevant examples.

Learn More: Is Your Pathology Lab Reporting Software System Outdated and Lacking Functionality?

Known LIS System Bugs?

Because LigoLab’s customers constantly use the LIS software, the company addresses all bug discoveries promptly. 

Several measures in Ligolab’s development workflow prevent bugs from ever reaching the customer. One of these measures involves regression testing for every updated version of the LIS software. 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 the chance of experiencing a bug is below five percent.

The rare scenarios that fall into the remaining five percent category are strictly limited to customer-driven feature requests, meaning entirely new functionality that didn’t previously exist in the laboratory information system software.

In these cases, LigoLab instructs customers to validate and test the new feature within their training environment. This approach ensures more accurate beta testing, as end-users are better equipped than developers or QA engineers to simulate real-world workflows.

Once a lab team validates the feature and reports any issues, LigoLab applies a hotfix. Only after successful testing is the lab information system update promoted to the production environment. This careful process ensures platform stability and prevents bugs from impacting live operations.

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?

LigoLab doesn’t charge for routine support requests, such as minor configuration adjustments. However, larger-scale initiatives, such as setting up a new department (microbiology, clinical), are considered new implementations and are priced accordingly.

If the lab customer has specific support requests in mind and would like to understand any potential costs, LigoLab will review them and provide a detailed response.

Additionally, if the support request involves pausing the development roadmap, LigoLab provides a quote and timeline for that work and proceeds only after receiving approval.

Industry Insights: Is Software Testing a Lost Art?

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 under discussion. 

If the lab chooses to purchase the server hardware and keep it in-house, LigoLab can only provide limited support. In this scenario, LigoLab’s responsibilities include recovering the LIS system software and configurations. 

On the other hand, LigoLab’s cloud-hosted solution requires no hardware. 

Industry Insights: Examining the Pros and Cons of Cloud-Based LIS System Solutions

Does LigoLab Back Up Lab Data?

Yes. By default, LigoLab maintains nightly backups for the past seven days and rolling backups for the last three months.

This backup policy is fully customizable to meet a lab’s specific needs. Backups are performed directly on the server and on a dedicated backup disk.

For enhanced data protection, LigoLab recommends off-site backup hardware and Amazon S3 storage. If the lab chooses this option, the LigoLab team will handle all setup and ongoing monitoring to ensure successful and secure data transfers.

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

Is There a Help Desk Ticket System?

LigoLab uses the Jira ticketing system. All requests for support are submitted to support@ligolab.com, which automatically routes them to Jira.

What is the Response Time for a Support Request?

Support requests are acknowledged immediately upon receipt.

Turnaround times vary based on the complexity of the request. Minor configuration changes are typically completed within 48 hours, while larger requests may take anywhere from one to two weeks, depending on scope.

Learn More: Questions All Pathology Labs Should Ask When Evaluating LIS Software and Support

LigoLab - An Enterprise-Grade Laboratory Information System Software 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. The LigoLab medical LIS & lab RCM Laboratory Informatics Platform is the foundational LIS system solution for nearly 300 medical facilities nationwide.

For more details concerning LIS system 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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