Find quick answers to common questions about contacting and receiving assistance from NAFFCO Customer Service.
How do I submit a support request?
Visit the NAFFCO Help Center and select Submit a Request.
Complete the required information, describe your request and attach any relevant supporting documents.
Will I receive a ticket number?
When your request is successfully created in the support system, a ticket reference is assigned.
Keep this number for future communication.
I forgot to attach a document. Do I need another ticket?
No.
Add the document to your existing ticket or reply to the existing ticket communication.
Should I create another ticket if I have not received a response yet?
Generally, no.
Creating duplicate requests for the same issue can make tracking more difficult.
Continue communication through the existing ticket.
What information should I provide for a technical issue?
Where applicable, provide:
- Product/system
- Model
- Serial number
- Project/site
- Location
- Detailed issue description
- Error indication
- Photos/videos
- Previous service reference
Can I request maintenance assistance?
Yes. Submit a request with your site, system and service information.
If your organization has an existing AMC or service arrangement, provide the relevant details when available.
Can I request product information?
Yes.
Describe the product, system or application you are interested in and provide your project requirements where applicable.
Can I attach photos or documents?
Where attachments are supported, providing relevant photos and documents is encouraged, particularly for technical and service requests.
How can I contact Customer Service?
NAFFCO publishes:
800-NAFFCO (800 623326)
customerservice@naffco.com
What should I do in an emergency?
If there is an active fire or immediate threat to life or property, contact the appropriate local emergency authority immediately.
Do not rely solely on an online support request during an active emergency.
How can I help NAFFCO process my request efficiently?
Provide complete information when creating your request and keep subsequent communication relating to the same issue within the original ticket.
NAFFCO Customer Service
Protecting Life, Property & the Environment
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