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LigoLab’s Approach to Implementation and Support

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July 26, 2021


At LigoLab, we help labs grow and thrive. 

We do this by offering the most flexible and comprehensive Laboratory Operating Platform, one that includes modules for AP, CP, MDx, RCM, and Direct-to-Consumer, all integrated on one powerful platform that supports the entire lifecycle of all cases, and by going a step further by providing customer service and support that’s unmatched in the medical laboratory software domain. 

We know that making the switch from your current LIS and billing systems to the LigoLab LIS & RCM Operating 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 that highlight our approach to implementation and support, to key areas that are often determining factors when prospective clients compare LigoLab to other software vendors. 

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

How is platform training implemented?

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

Are platform documentation and videos included with the training? 

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

Are documentation and videos included with software updates?

Software release notes are documented and available inside LigoLab. Video tutorials usually take a bit 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 full list of features and reports available within the LigoLab platform?

The full list of 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 features, and if you’d like a more detailed list for a particular section then 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 known bugs within the platform?

Because of the extensive and constant use of the software by our clients, we are fortunate enough to address them upon discovery promptly. That being said, we can assure you that the most common day-to-day operational functionality in the software is bug-free. 

There are several measures that we have implemented in our development workflow that prevent bugs from ever reaching the client. One of these measures is our regression testing that occurs with every updated version. If the regression testing fails, then 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 well below the five percent mark. 

The scenarios that fall under that five percent category are strictly limited to new feature requests by the client, meaning it’s a brand new feature/enhancement that did not previously exist in the software. In such cases, we do rely on our clients 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.

Will there be additional charges if an engineer from Ligolab works with us after implementation?

We do not charge for common support requests such as minor tweaks to configurations. If the request is on a larger scale such as implementing a whole new department with brand new testing such as Microbiology, Clinical, etc., then these 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, then 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.


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 lie more on the recovery of software and configurations. We do also provide a cloud-hosted solution that removes the need for recovery since there’s no hardware for either one of us to take care of. 

Does LigoLab back up data?

Yes, our 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 client's requests and needs. These backups are done directly on the server and on 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.

Is there a help desk ticket system?  How do we request additional support?

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

What is the response time for a LigoLab 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 Software Solution for Your Laboratory

Back in 2006, LigoLab set out to develop the most flexible and comprehensive Laboratory Information System (LIS), 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 AP, CP, and MDx laboratories to differentiate themselves in the marketplace, scale their operations, and become more profitable. 

Now over a decade and a half later, LigoLab is a leading provider of innovative end-to-end healthcare software, and the LigoLab LIS & RCM Operating Platform is the foundational LIS solution for over 100 facilities nationwide.

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