Documenting Instructions and Guidelines

When reporting problems to ADL, it’s important to provide enough information to enable us to trace the issue
through our software. To expedite reporting, we’ve come up the the following guidelines.

 

Program Problem Details

  1. Summary — Write a brief description about the nature of the problem, including module/function.
  2. Detail the Steps performed to help technical support and programmers trace the issue.
  3. Copy Error messages — Provide descriptions of the message(s) and/or include screen shots of any error messages.
  4. Priority — How critical is the issue on a scale of 1 – 10?  Note: ADL considers issues that jeopardize the health of a resident or stop billing
    to be the highest priority.
  5. Screen Capture — If possible, send an image of a screen capture showing where the problem occurred.

Reporting Instructions

  1. Hotline — Call the hotline at 914-591-1800 to report the problem.  You will be assigned a Case number.  Be sure to write this number down
    because it will be used to track the issue.
  2. Priority — How critical is the issue on a scale of 1 – 10?  Note: ADL considers issues that jeopardize the health of a resident  or stop billing
    to be the highest priority.
  3. Submit Documentation — Phone (914-591-1800), fax (914-591-1818), or email (hotline@adldata.com).

Comprehensive instructions may be found here.