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Verified Service Provider in Cabo Verde
Door-to-Door Medical Logistics Coordination Service (Air/Sea/Road) in Cabo Verde
Engineering Excellence & Technical Support
Door-to-Door Medical Logistics Coordination Service (Air/Sea/Road) High-standard technical execution following OEM protocols and local regulatory frameworks.
Expedited Air Cargo for Critical Medical Supplies
Leveraging our expertise in Cabo Verde's air logistics network, we ensure rapid and secure transport of temperature-sensitive pharmaceuticals and time-critical medical equipment, minimizing transit times and guaranteeing payload integrity.
Reliable Sea Freight for Bulk Medical Equipment
We optimize sea freight routes and customs clearance for large-scale medical equipment and consumables, offering cost-effective and dependable solutions that meet the unique logistical challenges of island nations like Cabo Verde.
Integrated Road Networks & Last-Mile Delivery
Our comprehensive road logistics capabilities, including specialized vehicles and trained personnel, guarantee secure and efficient last-mile delivery of medical supplies across all islands of Cabo Verde, ensuring accessibility to remote healthcare facilities.
What Is Door-to-door Medical Logistics Coordination Service (Air/sea/road) In Cabo Verde?
Door-to-door medical logistics coordination service (Air/Sea/Road) in Cabo Verde refers to a comprehensive supply chain management solution designed to facilitate the seamless, secure, and compliant transportation of medical goods from their point of origin to their final destination within the archipelago. This service integrates multiple transportation modes – air, sea, and road – to overcome geographical challenges and ensure timely delivery of critical medical supplies, pharmaceuticals, equipment, and biological samples. It encompasses end-to-end management, including procurement coordination, customs clearance, warehousing, inventory management, specialized handling (e.g., temperature-controlled transport), last-mile delivery, and reverse logistics for returns or disposal, all managed by a dedicated coordination team.
| Service User | Needs/Requirements | Typical Use Cases |
|---|---|---|
| Pharmaceutical Manufacturers/Distributors | Reliable and compliant delivery of drugs, vaccines, and other pharmaceuticals to pharmacies, hospitals, and government health programs across Cabo Verde. Maintaining cold chain integrity is paramount. | Importation of new drug formulations, distribution of essential medicines to remote islands, return of expired stock for disposal, urgent delivery of life-saving medications. |
| Medical Device Manufacturers/Suppliers | Secure and timely delivery of specialized medical equipment (e.g., diagnostic imaging machines, surgical instruments, laboratory analyzers) requiring careful handling and installation coordination. | Delivery of new hospital equipment, replacement parts for existing machinery, import of portable medical devices for mobile clinics, transportation of sensitive analytical instruments. |
| Hospitals and Healthcare Facilities (Public & Private) | Consistent and predictable supply of consumables, reagents, and pharmaceuticals. Managing emergency medical supplies and responding to unexpected demand. | Stocking of operating room supplies, delivery of emergency medications during outbreaks, replenishment of laboratory consumables, import of specialized prosthetics or implants. |
| Government Health Ministries/Agencies | Procurement and distribution of public health program supplies, vaccines for national immunization campaigns, and essential medicines to underserved areas. Ensuring equitable access to healthcare. | Delivery of vaccines for national campaigns, distribution of HIV/AIDS or malaria treatment kits, supply of medical equipment to rural health posts, import of pandemic response resources. |
| Research Institutions and Laboratories | Transportation of biological samples (blood, tissue, urine), diagnostic kits, and specialized reagents under strict temperature and handling conditions. Ensuring sample integrity for analysis. | Shipping of patient samples for international testing, delivery of research reagents and culture media, import of specialized laboratory equipment, return of samples for archival. |
| Non-Governmental Organizations (NGOs) and Humanitarian Aid Organizations | Delivering medical aid, supplies, and equipment to disaster-affected areas or vulnerable populations within Cabo Verde. Often requires rapid deployment and coordination with local authorities. | Transport of emergency medical kits to disaster zones, delivery of essential medicines to remote communities, provision of medical supplies for specific health interventions, distribution of donated medical equipment. |
Key Components of Door-to-Door Medical Logistics Coordination Service:
- Origin Handling: Procurement verification, quality control checks, packaging, and palletization at the sender's facility.
- International Freight Forwarding (Air/Sea): Securing space on appropriate carriers, managing export documentation, and coordinating transit schedules for international movements to Cabo Verde.
- Port/Airport Operations: Liaison with customs authorities for import clearance, handling of terminal operations, and documentation verification upon arrival.
- In-Country Transportation (Road/Sea): Planning and execution of road transport for mainland deliveries and inter-island sea freight for island-specific distribution.
- Warehousing and Storage: Utilizing temperature-controlled and compliant storage facilities for pharmaceuticals, vaccines, and other sensitive medical items.
- Inventory Management: Real-time tracking and reporting of stock levels, expiration date management, and demand forecasting support.
- Specialized Handling: Implementing Standard Operating Procedures (SOPs) for the transportation of hazardous materials, temperature-sensitive products (cold chain), and high-value medical equipment.
- Last-Mile Delivery: Efficient and secure delivery to healthcare facilities, clinics, pharmacies, and research institutions.
- Customs Brokerage: Expertise in navigating Cabo Verdean import regulations, tariffs, and licensing requirements for medical goods.
- Reverse Logistics: Managing the return of unused or expired pharmaceuticals, medical devices, or waste disposal in compliance with regulations.
- Real-time Tracking and Visibility: Providing stakeholders with continuous updates on the location and status of shipments throughout the supply chain.
- Regulatory Compliance: Ensuring adherence to national and international regulations pertaining to the transport of medical products, including pharmacovigilance and quality standards.
Who Needs Door-to-door Medical Logistics Coordination Service (Air/sea/road) In Cabo Verde?
In Cabo Verde, efficient medical logistics coordination is crucial for ensuring timely and secure transportation of vital medical supplies, equipment, and personnel. This specialized service, encompassing air, sea, and road transport, addresses a critical need for various entities, from government health ministries to private healthcare providers and research institutions.
| Customer Type | Primary Need | Logistical Challenges Addressed | Key Departments Involved |
|---|---|---|---|
| Government Health Ministries | National public health supply chains, emergency response | Inter-island transport, customs clearance, temperature-controlled shipping, large-scale distribution | Procurement, Pharmacy, Public Health Programs, Logistics |
| Hospitals (Public & Private) | Continuous supply of medications, equipment, and consumables | Just-in-time delivery, managing diverse product requirements, inventory control | Pharmacy, Materials Management, Biomedical Engineering, Nursing Administration |
| Pharmaceutical Distributors | Safe and efficient distribution of medicines and vaccines | Cold chain integrity, regulatory compliance, route optimization | Warehouse Operations, Transportation, Sales, Quality Assurance |
| Medical Device Suppliers | Timely delivery and installation of medical equipment | Handling sensitive equipment, specialized installation requirements, tracking | Logistics, Technical Support, Sales, Operations |
| Research Institutions | Transport of sensitive biological samples and research materials | Strict temperature control, biohazard containment, specialized packaging | Lab Management, Research Coordinators, Shipping & Receiving |
| NGOs / Aid Agencies | Delivery of medical aid to underserved populations or during crises | Navigating remote areas, coordinating with local authorities, rapid deployment | Program Logistics, Field Operations, Procurement |
Target Customers and Departments for Door-to-Door Medical Logistics Coordination Service in Cabo Verde
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- {"title":"Hospitals and Clinics","departments":["Procurement and Supply Chain Management","Pharmacy Department","Operating Room","Intensive Care Unit","Laboratory Services"],"description":"Essential for maintaining consistent supply chains for medications, medical devices, and specialized treatments."}
- {"title":"Pharmaceutical Companies and Distributors","departments":["Logistics and Supply Chain","Warehouse Management","Quality Control","Regulatory Affairs"],"description":"Ensuring the safe and compliant transport of finished drugs, vaccines, and raw materials."}
- {"title":"Medical Device Manufacturers and Suppliers","departments":["Operations","Field Service","Customer Support","Installation Teams"],"description":"Facilitating the delivery of complex and often temperature-sensitive medical equipment."}
- {"title":"Research Institutions and Universities","departments":["Research and Development","Laboratory Management","Field Research Coordination"],"description":"Supporting the transport of biological samples, research materials, and specialized laboratory equipment."}
- {"title":"Non-Governmental Organizations (NGOs) and International Aid Agencies","departments":["Program Management","Logistics","Operations","Procurement"],"description":"Crucial for delivering humanitarian aid, medical supplies for specific projects, and supporting public health initiatives."}
- {"title":"Private Healthcare Providers and Clinics","departments":["Administration","Operations Management","Purchasing"],"description":"Ensuring a reliable supply of necessary medical goods for their patient services."}
- {"title":"Emergency Medical Services (EMS) and Air Ambulance Providers","departments":["Operations","Fleet Management","Dispatch"],"description":"Essential for rapid deployment of medical personnel and equipment during critical situations."}
Door-to-door Medical Logistics Coordination Service (Air/sea/road) Process In Cabo Verde
This document outlines the typical workflow for a Door-to-Door Medical Logistics Coordination Service (Air/Sea/Road) operating in Cabo Verde, from initial inquiry to successful execution. The service focuses on the seamless and efficient transportation of medical supplies, equipment, and personnel, leveraging air, sea, and road options as dictated by urgency, volume, and destination.
| Stage | Description | Key Activities | Responsible Parties | Output/Deliverables |
|---|---|---|---|---|
| The initial contact from a client seeking medical logistics services. | Client contact, needs assessment, initial discussion of requirements (type of cargo, urgency, origin, destination). | Client, Logistics Coordinator | Understanding of client's basic needs. |
| Detailed analysis of the shipment requirements and development of a comprehensive logistics plan. | Cargo profiling (temperature control, fragility, hazardous materials), route planning (considering air, sea, road options), risk assessment, identification of necessary permits/documentation, estimation of transit times and costs. | Logistics Coordinator, Operations Team, potentially with input from regulatory experts and local partners. | Detailed logistics plan, route options, risk mitigation strategies. |
| Formal proposal outlining the service, costs, and terms, followed by agreement. | Preparation of a detailed quotation (including all transportation modes, handling, customs, insurance), presentation of the quotation to the client, negotiation of terms, signing of service agreement/contract. | Logistics Coordinator, Sales/Account Management, Client | Formal quotation, signed service agreement. |
| Ensuring all necessary preparations are made before the cargo is dispatched. | Cargo booking (air, sea, road), packaging and labeling according to international/local standards, securing necessary permits and licenses, arranging for insurance, coordinating with origin handling agents, preparing shipping documents (AWB, B/L, commercial invoice, packing list, certificates). | Logistics Coordinator, Operations Team, Client (for cargo provision and documentation), Handling Agents. | Prepared and documented cargo, confirmed bookings. |
| The actual movement of the medical cargo from origin to destination. | Collection of cargo from origin, transportation to the departure point (airport, seaport, terminal), management of flight/vessel/truck schedules, in-transit monitoring and tracking, proactive problem-solving for any disruptions. | Logistics Coordinator, Operations Team, Carriers (Airlines, Shipping Lines, Trucking Companies), Origin Handling Agents. | Cargo in transit, real-time tracking information. |
| Navigating customs procedures and ensuring the cargo reaches its final destination within Cabo Verde. | Liaising with customs brokers in Cabo Verde, submission of all required documentation, payment of duties and taxes, coordination of arrival at the port/airport, arranging for final mile delivery via road transport, handling any necessary inspections or quarantine procedures. | Logistics Coordinator, Customs Broker (in Cabo Verde), Local Trucking Company, Port/Airport Authorities. | Cleared cargo, cargo delivered to the final destination. |
| Confirmation of successful delivery and provision of relevant documentation. | Obtaining signed proof of delivery (POD) from the recipient, providing a comprehensive post-shipment report (including transit times, any incidents, final costs), resolving any outstanding queries. | Logistics Coordinator, Client, Delivery Personnel. | Signed POD, post-shipment report. |
| Ensuring client satisfaction and identifying areas for improvement. | Client feedback collection, debriefing with internal teams and partners, analyzing performance metrics, invoicing final payments, maintaining client relationship for future services. | Logistics Coordinator, Account Management, Finance Department. | Client satisfaction, improved future service delivery. |
Key Stages of the Door-to-Door Medical Logistics Coordination Service
- Inquiry & Consultation
- Assessment & Planning
- Quotation & Agreement
- Pre-Shipment Preparation
- Transportation Execution
- Customs Clearance & Local Delivery
- Proof of Delivery & Reporting
- Post-Service Follow-up
Door-to-door Medical Logistics Coordination Service (Air/sea/road) Cost In Cabo Verde
This document outlines the cost of a Door-to-Door Medical Logistics Coordination Service in Cabo Verde, encompassing air, sea, and road transport. This service is crucial for the timely and secure movement of sensitive medical supplies, equipment, and biological samples across the archipelago and internationally. The pricing is dynamic and influenced by several key factors, leading to a range of potential costs in the local currency, the Cabo Verdean Escudo (CVE).
Factors Influencing Cost:
- Type of Cargo: The nature of the medical cargo significantly impacts cost. This includes:
* **Perishability & Temperature Control:** Items requiring strict temperature control (e.g., vaccines, blood products, certain pharmaceuticals) necessitate specialized cold chain logistics, increasing costs due to reefer containers, temperature monitoring devices, and specialized handling.
* **Hazardous Materials:** Biohazards, certain chemicals, or radioactive materials require specific packaging, documentation, and handling protocols mandated by international and local regulations, leading to higher fees.
* **Size & Weight:** Larger and heavier shipments will naturally incur higher freight charges.
* **Fragility:** Delicate medical equipment might require specialized packaging and handling to prevent damage.
- Mode of Transport: The chosen transport method directly affects pricing:
* **Air Freight:** Fastest but most expensive, ideal for urgent shipments or time-sensitive biological samples.
* **Sea Freight:** Slower and more economical for larger, non-urgent shipments or bulk medical supplies. Often involves consolidation and deconsolidation points.
* **Road Freight:** Essential for last-mile delivery within islands or between proximity points. Costs depend on distance, road conditions, and vehicle type.
- Distance & Route Complexity: Longer distances and routes involving multiple islands or international transit will increase overall costs. The logistical challenges of reaching remote islands in Cabo Verde also play a role.
- Urgency & Lead Time: Expedited services command premium pricing. Short lead times for complex shipments will be more expensive than standard delivery timelines.
- Value of Cargo & Insurance: Higher-value cargo often requires more comprehensive insurance, adding to the total cost.
- Customs Clearance & Duties: Navigating customs in Cabo Verde can involve fees, duties, and taxes. The complexity of documentation and any required permits will influence this cost component.
- Specialized Handling & Services: This includes services like cold chain monitoring, secure warehousing, specialized packaging, and on-site delivery coordination.
- Volume & Frequency of Shipments: Regular and high-volume clients may benefit from tiered pricing or negotiated rates.
- Regulatory Compliance & Documentation: Ensuring all necessary permits, licenses, and documentation for medical goods are in order is a critical service that adds to the logistical coordination fee.
- Third-Party Fees: Costs from airlines, shipping lines, trucking companies, and warehousing partners are passed on and form a significant part of the overall price.
Cost Ranges in Cabo Verdean Escudo (CVE):
It's important to note that these are estimated ranges and specific quotes should be obtained from logistics providers. Prices can fluctuate based on market conditions, fuel surcharges, and specific provider offerings.
Disclaimer: These figures are indicative and subject to change. For precise pricing, direct consultation with specialized medical logistics providers operating in Cabo Verde is highly recommended.
| Service Component/Cargo Type | Estimated Cost Range (CVE) | Notes |
|---|---|---|
| Basic Door-to-Door Coordination Fee (Local, simple route) | 5,000 - 15,000 CVE | Covers coordination for standard medical supplies, basic road transport within an island. |
| Urgent Air Freight Coordination (Small package, short distance) | 20,000 - 75,000 CVE | Includes booking, documentation, and ground handling for time-sensitive items. |
| Sea Freight Coordination (Palletized medical supplies, inter-island) | 10,000 - 30,000 CVE per pallet | Covers booking, port handling, and inter-island sea transport coordination. |
| Temperature-Controlled Cargo Coordination (Air - Vaccine/Pharma) | 50,000 - 200,000+ CVE | Includes specialized packaging, reefer equipment, temperature monitoring, and rapid transit. |
| Temperature-Controlled Cargo Coordination (Sea - Bulk pharma) | 30,000 - 100,000+ CVE per reefer container | Focuses on maintaining cold chain integrity during longer sea voyages. |
| Hazardous Material Handling & Coordination | 25,000 - 100,000+ CVE | Depending on classification, requires specialized packaging, labeling, and permits. |
| Customs Clearance & Brokerage Fee (Standard) | 5,000 - 15,000 CVE | Per shipment, for routine medical supplies. Complexities increase cost. |
| Insurance Premium (Estimated % of cargo value) | 0.5% - 2% of declared value | Varies based on cargo type and carrier. |
| Last-Mile Delivery (Rural/Remote Island Access) | 3,000 - 10,000 CVE | Additional charge for difficult terrain or requiring specialized vehicles. |
Key Cost Factors for Door-to-Door Medical Logistics Coordination in Cabo Verde
- Cargo Type (Perishability, Hazard, Size/Weight, Fragility)
- Mode of Transport (Air, Sea, Road)
- Distance and Route Complexity
- Urgency and Lead Time
- Cargo Value and Insurance Requirements
- Customs Clearance, Duties, and Taxes
- Specialized Handling and Services (e.g., Cold Chain)
- Shipment Volume and Frequency
- Regulatory Compliance and Documentation
- Third-Party Service Provider Fees
Affordable Door-to-door Medical Logistics Coordination Service (Air/sea/road) Options
Our affordable Door-to-Door Medical Logistics Coordination Service offers flexible and cost-effective solutions for transporting medical supplies, equipment, and samples via air, sea, and road. We understand the critical nature of medical shipments and the need for reliable, timely, and budget-conscious delivery. Our service focuses on optimizing every step of the supply chain to ensure your valuable cargo reaches its destination safely and efficiently, all while providing transparent pricing and value-driven bundles.
| Value Bundle | Description | Included Services | Cost-Saving Strategies | Estimated Price Range (Illustrative) |
|---|---|---|---|---|
| Essential Connect | Our foundational bundle for standard medical shipments requiring timely delivery. | Road freight coordination, basic insurance, standard tracking, 24/7 customer support. | Optimized route planning, consolidation of smaller shipments, off-peak delivery scheduling. | $50 - $250 per shipment |
| Expedited Express | For urgent medical supplies and time-sensitive samples requiring rapid transit. | Air freight coordination, enhanced insurance, priority tracking, dedicated account manager. | Leveraging dedicated air cargo capacity, pre-clearing customs documentation, expedited handling. | $250 - $1000+ per shipment (dependent on urgency and destination) |
| Global Reach | Comprehensive solution for international medical equipment and large-scale supply chains. | Sea freight coordination, air freight for critical components, comprehensive insurance, full end-to-end tracking, customs brokerage. | Strategic port selection, optimized container loading, multi-modal integration, long-term contract negotiation. | Custom quote based on volume, destination, and service level |
| Specialty Care | Tailored for temperature-sensitive or high-value medical shipments. | Refrigerated/frozen transport coordination (road/air), specialized packaging consultation, extreme environmental monitoring, enhanced security measures. | Partnerships with specialized carriers, bulk purchasing of temperature-controlled containers, predictive logistics to avoid delays. | Custom quote based on temperature requirements, duration, and value |
Why Choose Our Medical Logistics Coordination Service?
- Comprehensive coverage: Air, Sea, and Road options tailored to your needs.
- Cost-effective solutions: Designed to minimize your shipping expenses.
- Expert coordination: Professional management of all logistical aspects.
- Reliable and secure transportation: Ensuring the integrity of your medical shipments.
- 24/7 tracking and support: Real-time visibility and assistance.
- Customizable service: Bundles designed to meet specific client requirements.
Verified Providers In Cabo Verde
Choosing the right healthcare provider is paramount for your well-being, especially when traveling or residing in a foreign country like Cabo Verde. Franance Health stands out as a leader in providing verified and high-quality healthcare services, offering peace of mind and ensuring you receive the best possible care. Their commitment to excellence is reflected in their rigorous credentialing process and their dedication to patient satisfaction. This makes them the premier choice for anyone seeking reliable and trustworthy medical assistance in Cabo Verde.
| Franance Health Credentialing & Verification | Benefit to Patients |
|---|---|
| Rigorous vetting of all medical practitioners, including board certifications, licensing, and peer reviews. | Ensures you are treated by competent and experienced healthcare professionals. |
| Verification of clinic and hospital facilities for adherence to international standards of hygiene, safety, and equipment. | Guarantees a safe and well-equipped environment for your treatment. |
| Ongoing monitoring of provider performance and patient feedback. | Maintains consistently high standards of care and addresses any potential issues proactively. |
| Clear and transparent communication regarding treatment plans, costs, and expected outcomes. | Empowers you to make informed decisions about your health. |
| Partnerships with reputable insurance providers and assistance with claims processing. | Simplifies the financial aspects of your healthcare. |
Why Franance Health is the Best Choice in Cabo Verde:
- Unwavering commitment to patient safety and quality of care.
- Comprehensive network of highly qualified and vetted medical professionals.
- Streamlined access to a wide range of healthcare services.
- Transparent and ethical medical practices.
- Dedicated support for international patients.
Scope Of Work For Door-to-door Medical Logistics Coordination Service (Air/sea/road)
This Scope of Work (SOW) outlines the services to be provided by a Door-to-Door Medical Logistics Coordination Service provider for the transportation of medical goods via air, sea, and road. The service encompasses end-to-end coordination, including booking, tracking, customs clearance, and final delivery, ensuring the integrity and timely arrival of sensitive medical shipments.
| Technical Deliverable | Description | Standard Specification / Requirement | Key Performance Indicator (KPI) |
|---|---|---|---|
| Shipment Booking and Confirmation | Processing of booking requests for medical goods transportation across all modes. | Electronic booking portal/system, confirmation within 4 business hours, detailed itinerary provided. | Booking accuracy rate > 99%, Confirmation turnaround time. |
| Shipment Tracking and Visibility | Provision of real-time location and status updates for all shipments. | Web-based tracking platform, API integration for client systems, updates at key transit points (departure, arrival, customs, delivery). | Tracking data availability > 98%, On-time status update frequency. |
| Temperature Monitoring and Control | Ensuring specified temperature ranges are maintained for temperature-sensitive goods. | Use of validated temperature-controlled containers/vehicles, continuous data logging, temperature deviation alerts. | Temperature excursion rate < 0.1%, Percentage of shipments with valid temperature logs. |
| Customs Clearance and Documentation | Managing all necessary documentation and processes for international and domestic customs clearance. | Accurate and timely submission of all required documents (e.g., invoices, packing lists, certificates of origin, import/export permits), proactive identification of potential delays. | Customs clearance success rate > 99%, Average customs clearance time. |
| Last-Mile Delivery Coordination | Ensuring secure and timely delivery of medical goods to the final destination. | Pre-arranged delivery windows, proof of delivery (POD) with recipient signature and timestamp, communication with the final recipient. | On-time last-mile delivery rate > 98%, POD accuracy. |
| Incident Management and Reporting | Proactive identification, reporting, and resolution of any shipment-related incidents. | Defined incident reporting protocol, timely communication to stakeholders, root cause analysis for recurring issues. | Incident resolution time, Customer satisfaction with incident handling. |
| Performance Reporting | Regular reporting on key performance metrics and overall service effectiveness. | Monthly performance reports including KPIs, summary of shipments, any incidents, and recommendations for improvement. | Report accuracy and timeliness. |
Key Service Components
- Global network of transportation partners (air cargo, ocean freight, road haulage).
- Specialized handling for temperature-sensitive, hazardous, and high-value medical supplies.
- Real-time shipment tracking and visibility.
- 24/7 customer support and proactive issue resolution.
- Customs brokerage and regulatory compliance management.
- Warehousing and distribution solutions (if required).
- Contingency planning and risk management for supply chain disruptions.
Service Level Agreement For Door-to-door Medical Logistics Coordination Service (Air/sea/road)
This Service Level Agreement (SLA) outlines the guaranteed response times and uptime for the Door-to-Door Medical Logistics Coordination Service (Air/Sea/Road) provided by [Your Company Name] (hereinafter referred to as "Provider") to [Client Company Name] (hereinafter referred to as "Client"). This SLA is an integral part of the Master Service Agreement between the Provider and the Client.
| Service Type | Response Time Guarantee (Initial Acknowledgment) | Resolution Time Guarantee (Excluding transit/delivery time) | Uptime Guarantee |
|---|---|---|---|
| Critical Service Request (Air/Sea/Road) | 15 minutes | 2 hours (for initial action plan/resolution) | 99.9% |
| Standard Service Request (Air/Sea/Road) | 1 hour | 8 business hours (for initial action plan/resolution) | 99.9% |
| General Inquiries (Non-operational) | 4 business hours | 1 business day | N/A (Covered by general platform uptime) |
Key Definitions
- Service Request: Any formal request submitted by the Client for the coordination of medical logistics services, including but not limited to, shipment booking, status updates, issue resolution, and special handling arrangements.
- Critical Service Request: A Service Request related to urgent medical shipments, life-saving medications, or time-sensitive medical devices where delays could have significant negative consequences for patient care.
- Standard Service Request: Any Service Request not classified as a Critical Service Request.
- Response Time: The maximum allowable time from the moment a Service Request is officially received by the Provider until the Client receives an initial acknowledgment and confirmation of receipt, including a preliminary assessment of the request.
- Resolution Time: The maximum allowable time from the initial acknowledgment of a Service Request until a satisfactory resolution is provided to the Client, or a clear action plan with a defined timeline is communicated and agreed upon.
- Uptime: The percentage of time the Provider's core coordination platform and communication channels are available and operational for the Client to submit and manage Service Requests.
- Downtime: The period during which the Provider's core coordination platform and communication channels are unavailable or non-operational.
In-Depth Guidance
Frequently Asked Questions
Phase 02: Execution
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