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Harvest Center Support
Frequently Asked Questions for Agencies
I need HELP beyond the information given in the user
guide. What do I do?
A. Username/Password/Email Questions
How do I get a username, password, and program code?
What steps need to be taken if a Harvest Center user
leaves our agency?
How do I update my email address for Harvest Center?
I'm not receiving emails when my order is ready to be
picked up at the food bank. What do I do?
B. Food Bank Questions
What day am I supposed to pickup my order from the food
bank now that I order online?
Once I have submitted my order, how will I know when the
food bank has confirmed it?
How do I know if my order has changed from the quantities
I originally ordered?
How do I download Internet Explorer Version 5.5 or 6 if I
don't have it?
How do I download Adobe Acrobat Reader Version 5.0 if I
don't have it?
D. Internet Functionality
Can I click the 'Back' button on my Internet browser if I
want to return to the previous screen?
Is there a way to make my screen larger so I can view
more of the Aidmatrix application?
Frequently Asked Questions for Food Banks
I'm not receiving emails when an order comes through from
an agency. What does this mean and what do I do?
Agencies experiencing issues will first attempt to resolve using Frequently Asked Questions (FAQs), training materials and informal contacts.
If an agency is unable to resolve the issue they will contact their food bank's "Super User" for assistance. The Super User will be a food bank staffer extensively trained in both Aidmatrix and Ceres applications.
In the event that the Super User cannot resolve the issue, they will determine if the issue requires immediate technical assistance. If the issue does not require immediate technical assistance, they will discuss their requests at the Ceres Users Group monthly meeting and, if appropriate, a change request will be opened.
If the issue requires immediate technical assistance the Super user will contact their Navision Solution Center (NSC) for assistance.*
The NSC will determine if the issue is Aidmatrix or Ceres related. If it is an Aidmatrix issue the NSC will contact the Aidmatrix Support Center. The Aidmatrix Support Center will coordinate the resolution of the issue and communicate the resolution to the NSC. The NSC will communicate the resolution to the Super User.
If it is determined to be a Ceres issue the same process will occur, substituting Ceres Support Center in the place of Aidmatrix. If either the Ceres or Aidmatrix technical teams determine that the issue cannot be fixed immediately, the issue will be prioritized and communicated through the change process.
*If it is the first time that the NSC is supporting a food bank for this application, a slightly different process will be followed to assure that the NSC is knowledgeable and that costs are kept to a minimum.
|Harvest Center™ is a strategic initiative of Feeding America and its network of food banks and food rescue organizations to partner with leading information technology companies. The purpose of Harvest Center™ is to dramatically improve our ability to acquire, manage and distribute food to hungry Americans.||