FAQ

You give us a lab result — the pathogens detected, any antimicrobial resistance genes, and the patient and specimen details — and we generate a lab test report covering the recommended treatment, the alternatives, what is ruled out by the resistance findings, and the reasoning behind each. Every report lists the sources and guidelines it drew on, so a clinician can follow any recommendation back to where it came from.

Open Orders in the sidebar, select Add/Import, and fill in the Manual entry form on the right: order identifier, patient name, birth date and test panel, then the pathogens and resistance genes detected. Save the order, tick its checkbox, and select Process. When the status reaches Processed, the Report column icon opens your PDF. Our documentation has a complete worked example.

HL7, PDF, Word, Excel, plain text, CSV and images (JPG and PNG), up to 10 files at a time. HL7 messages from supported instruments are parsed automatically, so the patient, panel and results are filled in for you — and if the message carries an embedded PDF, we extract it. Other formats are attached to the order as its source document; you add the results yourself before processing.

Typically a minute or two — around 50 seconds in our demonstration — though it varies with the complexity of the result and is not guaranteed. Negative results are faster, because they are produced from a fixed template rather than a full analysis. Keep the page open while processing runs.

Received means the order exists and is waiting. Processing means a report is being generated right now. Pending means some results on the order are not final yet — uploaded files start here until their results are filled in. Processed means the report is ready to open. Corrected means a corrected result was issued. Cancelled means the order will not produce a report. If report generation does not succeed, the order returns to Received and you can select it and process it again.

File opens the source document the order came from — the HL7 message, PDF or spreadsheet you uploaded. Report opens the analysis we generated for you. The Report icon stays disabled until the order has been processed.

There isn't one on the page. Selecting the Report icon opens the PDF in a viewer, and you download, print, page and zoom using that viewer's own toolbar, which your browser provides. After downloading, open the saved file and check that all three pages are there.

Yes. Select the Results cell on the order row to open Edit Results, then add or remove pathogens and resistance genes and select Save Results. This re-classifies the order, which updates the Monthly results chart on your dashboard. It does not change a report you have already generated, or what that report cost.

The chart splits orders into negative and positive results, and an order is only counted once its results have been classified. Orders with no pathogens or resistance genes recorded yet are unclassified and appear in neither slice. Add their results from the Results column on the Orders page and they will be counted.

Because it is an early preview. The page shows where panel-name reconciliation will live, but panels cannot be added yet and nothing entered there is saved. You do not need to do anything on that page — reports are generated from the panel name and results recorded on the order itself, so nothing there affects them.

Because it is not a profile picture in the usual sense — it is your company logo, and it is printed on every report you generate. That is why the setting is called Your Logo Picture. Upload the image you want clinicians and patients to see on your reports. Changing it affects reports generated from that point on, not ones already created, and if you set no logo at all your reports are still generated, simply without one.

On the Free plan: 1 report a month at no cost (3 in your first month), then $10 for each additional report. On Starter, $19.99 a month: 10 reports included, then $8 each, plus 100 free negative-result reports a month and $1 for each further negative result once both allowances are used up. For higher volumes we agree the allowances and rates with you directly.

A report for a result where nothing was detected. It is produced from a fixed template rather than a full treatment analysis, which is why Starter prices it at $1 instead of $8 and includes 100 a month. On the Free plan there is no separate negative-result allowance, so a negative result is an ordinary report and costs the same $10 as any other.

On Starter, no — not while you have negative-result allowance left. We check the negative allowance before the monthly one, so negative results are genuinely additional. Once that allowance is exhausted, a negative result does start using an ordinary monthly report. On Free, where there is no negative allowance, they always do.

Every additional report you pay for on Starter adds 10 to your free negative-result allowance for that month. The allowance is recalculated as you go rather than counted down, so buying a report raises the total immediately — but it will not refund a negative result you were already charged for, it makes the next ones free. Paid negative-result reports do not earn the bonus; only full reports do.

Included means the report was covered by your monthly report allowance. Free means it was covered by your negative-result allowance. A dollar amount means it went beyond both and will appear on your next invoice. A dash means nothing has been charged yet. Included and Free both cost you nothing, but they draw on different allowances — which is why we show them separately, so you can see which one is running low.

New Free accounts get 3 included reports in their first month instead of 1, so you can try the service properly. It is based on when your account was created, so it applies once — it does not come back if you stop using the account and return later.

If the next report would be chargeable and your account is not on an active plan, we decline it and point you at the Billing page. Nothing is charged and no work is wasted — the check happens before the report is generated. Choose a plan on the Billing page and reports keep flowing, with anything beyond your allowance appearing on your next invoice. Accounts already on a plan, including the Free plan, are never blocked — they simply accrue the overage.

No. Each order is charged once, however many times its report is generated.

It is how the Billing page labels a report whose result could not be read as clearly negative or clearly positive. Reports you generate with Process are only ever charged as negative or positive, so Unclassified is rare in practice. An order with no pathogens recorded counts as a negative result and is charged at your negative-result rate.

You and the people you share your account with. No other customer account can reach your data — that isolation is enforced in the database itself rather than only in the application. Our own support staff can access an account only through an audited administrative process.

The treatment content is decision support, not a diagnosis and not a substitute for clinical judgement. Reports should be reviewed by a suitably qualified clinician or pharmacist before use. Final therapy should rest on the whole clinical picture: culture and susceptibility results, infection site, severity, allergies, renal and hepatic function, drug interactions, your local antibiogram and formulary, and current institutional guidance.