Growing business in the US triggered Adifo software to improve its customer service. A first step is an Adifo USA-based helpdesk contact, who will take care of all incoming issues outside of Belgian office hours and within the US office hours. From December 1st on, Al Nathoo is the primary helpdesk contact for our US-based customers.
Al Nathoo
Al Nathoo lives in Atlanta, Georgia. He has a degree in Information Technology with experience in Visual Basic, VB.NET and C# programming languages, and web technologies such as HTML, JavaScript and ASP.NET. Al has worked for many years as a software programmer developing, maintaining and testing Brilliant Animal Feed Formulations System with Brilliant Alternatives Inc. He also participated in implementation, training and support.
Al Nathoo: “After becoming part of Adifo’s team and being introduced to their products I became convinced that Adifo software has a great focus on creating industry-specific solutions. I am proud to implement my many years of experience in software for the feed industry and contribute to Adifo’s mission of Adding value to nutrition industries.”
What changes for US customers?
US customers can still use our helpdesk channels (helpdesk site, mail and phone number – see below) but our service will be extended from 9.00 am till 5:00 pm Eastern US Time.
Ways of reaching the Adifo helpdesk
Helpdesk portal
Our preferred method of support is using this portal at: http://helpdesk.adifo.com. Biggest advantage is that this is part of our support procedure. Follow-up is guaranteed. Click here for instructions on how to create a support ticket.
http://helpdesk.adifo.com/solution/articles/1000036426-create-a-ticket .
Fill in the field “priority” to let us know if the problem is urgent or not.
When creating a new ticket, please consider the following:
- Type of ticket: this is typically a BUG, QUESTION or a CHANGE REQUEST. A BUG is the typical support ticket (you need assistance) while a change request is a suggestion on how we could make the software better. For functional questions, use the type QUESTION
- Tenant name (always ADM PRD + FaaS version number if relevant)
- Username
- A brief but clear explanation of the issue, allowing us to investigate. Reproduction steps and explanations allow us to give better assistance, especially outside your office hours.
- Indicate on which company, ration or ingredient of the FaaS database you are working on?
- Recurrence of the issue
- Screenshots: the more the better. You can paste screenshots in the ticket. Please always take complete screenshots. This allows us to see what ration, what company or what ingredient you are in.
Phone
Our general helpdesk number (in Belgium) is: +32 50 303 201.
Within Belgian office hours (i.e. from 8:30 am till 5:00 pm Central European Time = 2:30 am till 11 am Eastern Time and 1:30 am till 10 am Central Time) you will be assisted by our Belgian helpdesk staff.
After that time, you will be assisted by Al Nathoo. He will be available from 9:00 am till 5.:00 pm Eastern Time US.
Our support E-mail address : Bestmix.support@adifo.com
Please do not use FaaS.helpdesk@adifo.com, which is only used for FaaS activations.
