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Customs Clearing & Forwarding Coordination Service (Medical Devices) in Comoros
Engineering Excellence & Technical Support
Customs Clearing & Forwarding Coordination Service (Medical Devices) High-standard technical execution following OEM protocols and local regulatory frameworks.
Expedited Medical Device Clearance
Leveraging our in-depth knowledge of Comorian customs regulations and proactive engagement with port authorities, we guarantee the swift and compliant clearance of all medical devices, minimizing transit times and ensuring timely availability for critical healthcare needs.
Specialized Regulatory Compliance for Medical Devices
Our team is meticulously trained in the specific import and export requirements for medical devices in Comoros, including obtaining necessary permits, certifications, and adhering to strict labeling and packaging guidelines, ensuring zero non-compliance risks.
Global Network & Local Expertise in Comoros
With a robust network of international partners and a deep understanding of the local Comorian logistics landscape, we provide seamless end-to-end coordination, from origin to final delivery of your medical devices, overcoming geographical challenges with efficient solutions.
What Is Customs Clearing & Forwarding Coordination Service (Medical Devices) In Comoros?
Customs Clearing & Forwarding Coordination Service (Medical Devices) in Comoros refers to the comprehensive logistical and administrative support required to facilitate the compliant import, export, and transit of medical devices through Comorian customs. This specialized service ensures adherence to national regulations, international standards, and efficient movement of sensitive medical goods. It involves meticulous planning, documentation, and communication among various stakeholders, including the importer/exporter, customs authorities, shipping lines, airlines, freight forwarders, and potentially regulatory bodies responsible for medical device oversight in Comoros.
| Who Needs This Service? | Typical Use Cases |
|---|---|
| Medical Device Manufacturers and Distributors: Companies seeking to import their products into Comoros for sale or distribution within the country. | Importation of diagnostic equipment, surgical instruments, pharmaceuticals, and other medical supplies for hospitals, clinics, and healthcare facilities in Comoros. |
| Healthcare Institutions: Hospitals, clinics, and diagnostic centers that directly procure medical devices from international suppliers. | Importation of specialized medical equipment for specific patient care needs, such as advanced imaging machines or life-support systems. |
| Research and Development Organizations: Institutions involved in medical research that require the import of specific medical devices for testing or experimental purposes. | Importation of research-grade medical devices and consumables for clinical trials or academic research projects. |
| Non-Governmental Organizations (NGOs) and Aid Agencies: Organizations involved in humanitarian efforts and providing medical assistance in Comoros. | Importation of donated medical supplies and equipment for public health programs and disaster relief efforts. |
| Exporters of Medical Devices from Comoros: Comorian entities that manufacture or export medical devices to other countries. | Exporting locally manufactured medical devices or re-exporting imported medical devices to regional markets. |
| Logistics and Freight Forwarding Companies: Companies that require specialized expertise to handle the unique requirements of medical device clearance in Comoros. | Facilitating the transit of medical devices through Comoros as part of a larger international supply chain. |
Key Components of the Service:
- Pre-clearance & Documentation Management: Gathering, preparing, and submitting all necessary import/export documentation, including commercial invoices, packing lists, bills of lading/air waybills, certificates of origin, import permits, and any specific medical device registration or authorization documents mandated by Comorian health authorities. This often involves translation and adherence to specific formatting requirements.
- Customs Declaration & Compliance: Accurately classifying medical devices according to the Harmonized System (HS) nomenclature and Comorian tariff codes. Preparing and submitting electronic or manual customs declarations, ensuring correct valuation, duty, and tax calculations, and facilitating the payment of applicable duties and taxes.
- Regulatory Liaison: Interfacing with relevant Comorian government agencies, such as the Ministry of Health, to obtain necessary import licenses, product registrations, or pre-market approvals for medical devices. This includes understanding and navigating the specific regulatory framework governing medical device importation.
- Cargo Inspection & Examination: Coordinating and facilitating physical inspections of medical devices by customs officials or designated regulatory personnel to verify compliance with declared information, safety standards, and quality requirements.
- Logistics & Transit Management: Arranging and overseeing the transportation of medical devices from the point of entry to their final destination within Comoros, or from Comoros to an export destination. This may involve coordinating with local carriers, warehousing, and ensuring proper handling and storage conditions, especially for temperature-sensitive or fragile devices.
- Issue Resolution & Exception Handling: Proactively identifying and addressing potential customs-related issues, such as discrepancies in documentation, inspection holds, or regulatory challenges, to minimize delays and associated costs.
- Post-clearance Audits & Record Keeping: Maintaining comprehensive records of all customs clearance activities for future reference and potential audits, ensuring transparency and accountability.
Who Needs Customs Clearing & Forwarding Coordination Service (Medical Devices) In Comoros?
The Comoros, an archipelago nation, relies heavily on imported goods, including essential medical devices. Ensuring these devices clear customs efficiently and are transported to their final destination is crucial for public health and the smooth operation of healthcare facilities. Customs clearing and forwarding coordination services play a vital role in navigating the complexities of international trade, customs regulations, and logistical challenges specific to the Comoros. This service is indispensable for organizations and individuals involved in the import, distribution, and utilization of medical devices within the country.
| Customer Type | Key Needs | Potential Challenges Addressed |
|---|---|---|
| Hospitals and Healthcare Facilities | Timely delivery of medical supplies and equipment; compliance with import regulations; minimizing operational disruptions. | Delays due to customs inspections; incorrect documentation; unexpected import duties and taxes; spoilage of temperature-sensitive items. |
| Medical Device Distributors and Suppliers | Efficient inventory management; cost-effective import processes; reliable supply chain; market access. | Fluctuating customs tariffs; warehousing challenges; port congestion; competition. |
| Government Ministries and Public Health Agencies | Strategic procurement; equitable distribution of medical resources; emergency preparedness; cost control. | Bureaucratic procedures; large-scale logistics; potential for corruption; ensuring public access to essential medicines. |
| NGOs and International Aid Agencies | Rapid deployment of aid; project support; cost-effective resource utilization; ethical sourcing. | Navigating local regulations for humanitarian goods; security concerns; coordination with local authorities. |
| Research and Educational Institutions | Access to specialized equipment; timely delivery for research projects and academic programs; compliance with scientific import standards. | Import restrictions on certain scientific materials; specialized handling requirements; intellectual property concerns. |
Target Customers and Departments for Customs Clearing & Forwarding Coordination Service (Medical Devices) in Comoros
- {"title":"Hospitals and Healthcare Facilities","departments":["Procurement/Purchasing Department","Logistics/Warehouse Department","Biomedical Engineering Department","Administration"],"description":"Public and private hospitals, clinics, diagnostic centers, and specialized medical units that regularly import a wide range of medical equipment, consumables, and pharmaceuticals. They need to ensure timely delivery of these critical items to maintain patient care."}
- {"title":"Medical Device Distributors and Suppliers","departments":["Import/Export Department","Logistics and Supply Chain Management","Sales and Operations"],"description":"Companies that import, stock, and distribute medical devices to various healthcare providers across the Comoros. They require efficient customs clearance to manage their inventory and meet demand."}
- {"title":"Government Ministries and Public Health Agencies","departments":["Ministry of Health","Ministry of Finance (Customs and Taxation)","National Pharmaceutical and Medical Supply Agency"],"description":"Government bodies responsible for public health, national healthcare procurement, and managing the country's medical supply chain. They often handle large-scale imports of medical devices for public health initiatives and emergency preparedness."}
- {"title":"Non-Governmental Organizations (NGOs) and International Aid Agencies","departments":["Procurement and Logistics Department","Program Management"],"description":"Organizations involved in providing healthcare services, medical aid, or implementing health projects in the Comoros. They frequently import medical devices and equipment for their programs and require seamless logistical support."}
- {"title":"Research and Educational Institutions","departments":["Procurement Department","Laboratory Management","Academic Administration"],"description":"Universities, medical training centers, and research facilities that import specialized medical equipment for education and scientific research."}
- {"title":"Manufacturers (Indirectly)","departments":["Export Sales Department","International Logistics Department"],"description":"While manufacturers may not directly engage with Comorian customs, their appointed distributors or agents in the Comoros will require these services to ensure their products reach the market."}
Customs Clearing & Forwarding Coordination Service (Medical Devices) Process In Comoros
This document outlines the comprehensive workflow for Customs Clearing and Forwarding Coordination Services specifically for medical devices in the Comoros. It details the process from the initial inquiry by the client to the successful delivery and final execution of the service. The focus is on ensuring compliance with all relevant regulations, efficient handling of documentation, and timely movement of medical device shipments.
| Stage | Description | Key Activities | Responsible Party | Documents/Information Required |
|---|---|---|---|---|
| The client expresses interest in clearing and forwarding their medical device shipment to or from Comoros. | Understanding client's needs, shipment details (origin, destination, volume, type of medical device), and urgency. Providing initial quote and service overview. Clarifying specific regulations for medical devices in Comoros. | Client & Forwarding Agent | Nature of goods (medical device category), quantity, value, origin/destination, expected arrival date, any special handling requirements. |
| Collection and verification of all necessary documents for customs clearance. | Obtaining Commercial Invoice, Packing List, Bill of Lading/Air Waybill, Certificate of Origin, Import/Export Licenses (if applicable), and any specific permits or pre-approvals required for medical devices by Comorian health authorities (e.g., Ministry of Health). Verifying accuracy and completeness of all documents. | Client & Forwarding Agent | Commercial Invoice, Packing List, Bill of Lading/Air Waybill, Certificate of Origin, Import/Export Licenses, Health Ministry approvals/permits, insurance certificate. |
| Submitting the formal customs declaration and calculating applicable duties and taxes. | Preparing and submitting the Single Administrative Document (SAD) to Comorian Customs. Accurate classification of the medical device according to the Harmonized System (HS) code. Calculating import duties, taxes (e.g., VAT), and other levies based on the declared value and HS code. Arranging payment of duties and taxes. | Forwarding Agent & Customs Broker | All documents from Stage 2, HS Code of the medical device, declared value, tariff schedule. |
| The shipment arrives at the port of entry, and may undergo a physical inspection. | Tracking shipment arrival. Coordinating with port authorities for unloading and initial handling. Customs may request a physical inspection of the medical devices to verify the declaration, especially for high-risk or regulated items. | Forwarding Agent & Port Authorities | Arrival notice, manifests, customs declaration, supporting documents. Inspector's request. |
| Upon satisfactory customs inspection and payment of duties, the goods are officially released. | Obtaining customs clearance approval from Comorian Customs. Facilitating the release order from shipping lines or airlines. Arranging for the collection of goods from the port/airport. | Forwarding Agent & Customs Authorities | Customs clearance stamp/approval, release order, payment confirmation. |
| If the client requires storage, the goods are moved to a designated warehouse. | Coordinating transport to a bonded or general warehouse. Ensuring appropriate storage conditions for medical devices (e.g., temperature control, humidity). Inventory management. | Forwarding Agent & Warehouse Operator | Goods release order, warehouse booking, storage instructions. |
| The medical devices are delivered to the client's final destination. | Arranging final transportation (trucking, etc.) from the port, airport, or warehouse to the client's facility. Supervising the unloading and handover of goods. Obtaining proof of delivery. | Forwarding Agent & Transport Provider | Delivery instructions, proof of delivery (POD) form. |
| Ensuring client satisfaction and closing out the service. | Confirming successful delivery and client satisfaction. Providing final invoices and necessary documentation. Addressing any post-delivery queries or issues. Maintaining client records for future services. | Forwarding Agent | Client feedback, final invoice, service completion report. |
Key Stages of Customs Clearing & Forwarding Coordination for Medical Devices in Comoros
- Inquiry & Initial Consultation
- Documentation Gathering & Pre-Clearance
- Customs Declaration & Duty/Tax Assessment
- Arrival & Physical Inspection (if required)
- Clearing & Release of Goods
- Warehousing & Storage (if applicable)
- Delivery & Final Execution
- Post-Service Follow-up
Customs Clearing & Forwarding Coordination Service (Medical Devices) Cost In Comoros
Navigating the customs clearance and forwarding of medical devices in Comoros requires specialized knowledge and adherence to local regulations. The cost of these services can vary significantly based on several key factors. This document outlines the typical pricing factors and provides estimated cost ranges in Comorian Franc (KMF).
| Service Component | Estimated Cost Range (KMF) | Notes |
|---|---|---|
| Customs Brokerage Fee (per shipment) | 50,000 - 250,000 KMF | Varies based on complexity, value, and volume of goods. |
| Port/Airport Handling Fees | 30,000 - 150,000 KMF | Covers terminal handling, documentation processing, and basic storage. |
| Inland Transportation (per shipment) | 40,000 - 200,000 KMF | Depends on distance from port/airport to final destination and type of vehicle. |
| Documentation Review & Preparation | 20,000 - 100,000 KMF | For preparing and submitting all necessary import documents. |
| Inspection/Quarantine Fees (if applicable) | 50,000 - 300,000 KMF | Per device or per shipment, depending on regulatory requirements. |
| Permit/License Acquisition (if applicable) | 30,000 - 150,000 KMF | Cost to obtain specific import permits for medical devices. |
| Storage Fees (per day, if applicable) | 5,000 - 20,000 KMF | For goods held at the port/airport beyond free storage period. |
| Consularization/Attestation Fees | 20,000 - 70,000 KMF | For certain documents requiring official stamping or legalization. |
Key Pricing Factors for Customs Clearing & Forwarding of Medical Devices in Comoros:
- Nature and Value of Medical Devices: The complexity, sensitivity, and declared value of the medical devices are primary cost drivers. High-value, specialized, or regulated equipment often incurs higher fees and requires more intricate documentation.
- Origin and Destination: The geographical origin of the shipment and the final destination within Comoros can influence transportation and handling costs. Remote or less accessible locations might command higher delivery charges.
- Shipping Method: Whether the devices are transported by air, sea, or land freight will impact overall costs. Air freight is generally faster but more expensive than sea freight.
- Volume and Weight: The physical dimensions and total weight of the shipment are crucial for calculating freight charges and warehousing fees.
- Documentation and Compliance: The completeness and accuracy of required documentation (e.g., import permits, health certificates, manufacturer's declarations, commercial invoices) directly affect processing times and potential penalties. Incomplete or incorrect documentation can lead to delays and increased service fees.
- Customs Duties and Taxes: While not directly a service fee, the final cost will include applicable import duties, value-added tax (VAT), and other government levies. These are calculated based on the declared value and the specific tariff codes of the medical devices.
- Inspection and Quarantine Requirements: Certain medical devices may be subject to pre-shipment inspections or quarantine upon arrival, incurring additional fees for these processes.
- Insurance: The cost of insuring the shipment during transit and handling is a variable that depends on the value of the goods and the chosen coverage.
- Forwarder's Service Level: Different service providers may offer varying levels of service, from basic clearance to comprehensive door-to-door logistics, with corresponding price differences.
- Urgency: Expedited customs clearance or delivery services will typically come with a premium charge.
Affordable Customs Clearing & Forwarding Coordination Service (Medical Devices) Options
Navigating the customs clearance and forwarding of medical devices can be a complex and costly undertaking. Our service is designed to simplify this process, ensuring compliance, speed, and affordability. We understand the critical nature of medical supplies and strive to provide seamless logistics. This document outlines our value bundles and cost-saving strategies to help you manage your budget effectively.
| Cost-Saving Strategy | Description | Impact on Medical Device Shipments |
|---|---|---|
| Consolidated Shipments: | Combining multiple smaller shipments from different suppliers or to different destinations into a single, larger shipment. This reduces individual shipping and handling fees. | Lower per-unit shipping costs for medical supplies, especially for smaller, less urgent orders. Reduces handling and potential for damage during transit. |
| Optimized Route Planning: | Leveraging our network and expertise to identify the most efficient and cost-effective transportation routes, considering transit times, carrier costs, and potential delays. | Minimizes transit time for critical medical equipment, potentially reducing the need for expensive expedited services. Lower overall transportation expenses. |
| Accurate Documentation & Compliance: | Ensuring all necessary customs declarations, permits, and certificates are accurate and submitted correctly the first time, avoiding delays, penalties, and re-filing fees. | Prevents costly delays at customs, which can be critical for time-sensitive medical supplies. Avoids fines and demurrage charges associated with incorrect paperwork. |
| Pre-Clearance Strategies: | Where applicable, preparing and submitting customs documentation in advance of the shipment's arrival to expedite the clearance process. | Significantly reduces dwell time at the port of entry, allowing medical devices to reach their destination faster. Minimizes storage fees at ports. |
| Volume-Based Discounts: | Offering reduced rates for businesses with consistent high-volume shipping needs. | Provides significant savings for larger medical device manufacturers, distributors, or healthcare organizations with substantial import/export requirements. |
| Leveraging Duty & Tax Exemptions: | Assisting clients in identifying and utilizing any available duty or tax exemptions for medical devices, as per local and international regulations. | Directly reduces the landed cost of medical devices, making them more affordable for healthcare providers and ultimately patients. |
Our Value Bundles
- Basic Clearance Package: Essential customs brokerage, document preparation, and submission for straightforward shipments. Ideal for routine, low-volume imports/exports.
- Standard Coordination Bundle: Includes Basic Clearance features plus proactive communication, shipment tracking, and basic regulatory guidance. Suitable for businesses with moderate shipping needs.
- Premium Logistics Solution: Comprehensive service encompassing all Standard Bundle features, plus expedited processing options, advanced risk assessment, warehousing coordination, and dedicated account management. Designed for high-volume or complex medical device logistics.
- Customized Solutions: Tailored packages built around your specific business requirements, shipment types, and volume. Contact us for a personalized quote.
Verified Providers In Comoros
In the Comoros, ensuring access to reliable and trustworthy healthcare is paramount. This is where verified providers, such as Franance Health, play a crucial role. Franance Health stands out due to its rigorous credentialing process, commitment to patient well-being, and a comprehensive network of medical professionals. Their dedication to upholding the highest standards in healthcare delivery makes them a superior choice for individuals seeking quality medical services in the Comoros. This verification process not only guarantees the competency of their practitioners but also instills confidence in patients, knowing they are in capable and ethical hands. Choosing a verified provider like Franance Health means prioritizing safety, expertise, and a positive healthcare experience.
| Franance Health Advantage | Description | Benefit to Patients |
|---|---|---|
| Verified Credentials | All healthcare providers undergo a thorough background check and verification of their qualifications and licenses. | Ensures competence and reduces risk of unqualified practitioners. |
| Commitment to Quality | Franance Health actively monitors the performance and patient feedback of its affiliated providers. | Promotes a consistently high standard of medical care and patient satisfaction. |
| Comprehensive Network | Offers access to a wide range of specialists, from general practitioners to surgeons and sub-specialists. | Provides convenient and centralized access to diverse medical needs without extensive searching. |
| Patient-Centric Approach | Prioritizes patient comfort, communication, and personalized treatment plans. | Fosters trust and improves the overall healthcare experience. |
| International Standards | Aligns its practices with recognized global healthcare benchmarks for safety and efficacy. | Guarantees that patients receive care comparable to international best practices. |
Why Franance Health is the Best Choice in Comoros:
- Rigorous credentialing and verification of all medical professionals.
- Commitment to ethical practices and patient-centered care.
- Extensive network of specialists across various medical fields.
- Focus on continuous professional development and training for practitioners.
- Adherence to international healthcare standards and best practices.
- Streamlined access to quality medical services for residents and visitors.
Scope Of Work For Customs Clearing & Forwarding Coordination Service (Medical Devices)
This Scope of Work (SOW) outlines the services to be provided by the Customs Clearing & Forwarding (CCF) Coordinator for the import and export of medical devices. The objective is to ensure efficient, compliant, and timely movement of medical devices across international borders. The CCF Coordinator will manage all aspects of customs clearance, freight forwarding, and related documentation for incoming and outgoing shipments of medical devices, adhering to all relevant national and international regulations, including those specific to medical devices.
| Technical Deliverable | Description | Standard Specifications / Requirements | Key Performance Indicators (KPIs) |
|---|---|---|---|
| Customs Declaration Submission | Accurate and timely submission of all required customs declarations for import and export of medical devices. | Declarations must comply with Harmonized System (HS) codes specific to medical devices, including any specific subheadings for different device classifications (e.g., Class I, II, III). All required supporting documents (e.g., invoice, packing list, certificate of origin, import/export licenses, manufacturer's declarations, product registration) must be attached. Compliance with relevant country-specific import/export regulations for medical devices (e.g., FDA, CE marking requirements). | 100% accuracy in declared HS codes and values. 98% of declarations submitted within 24 hours of cargo arrival/readiness. |
| Freight & Logistics Coordination | Management and selection of appropriate freight forwarders and carriers for the transportation of medical devices. | Selection of carriers with proven experience in handling sensitive medical equipment, temperature-controlled transport (if required), and compliance with transportation regulations for hazardous materials (if applicable). Negotiated freight rates and service level agreements (SLAs) for timely and secure delivery. Optimization of shipping routes and modes of transport. | On-time delivery rate of 95%. Reduction in freight costs by 5% year-over-year (YoY) through strategic carrier selection and negotiation. |
| Regulatory Compliance Documentation | Ensuring all necessary licenses, permits, and certificates for the import/export of medical devices are obtained and maintained. | Verification and submission of all medical device-specific regulatory documents, such as import/export permits from health authorities, product registration certificates, GMP certificates, and compliance statements for specific medical device regulations (e.g., MDR, IVDR). | 100% availability of required regulatory documents for all shipments. Zero customs penalties due to documentation deficiencies. |
| Shipment Tracking & Reporting | Provision of real-time tracking information and comprehensive reports on shipment status. | Utilizing advanced tracking systems that provide granular visibility of cargo movement from origin to destination. Daily/weekly status reports including shipment details, estimated time of arrival (ETA), customs clearance status, and any potential delays or issues. Automated alerts for significant milestones or exceptions. | 99% accuracy in tracking data. 100% provision of daily/weekly reports as per agreed schedule. |
| Duty & Tax Management | Accurate calculation, payment, and reconciliation of all applicable duties, taxes, and fees. | Verification of correct duty and tax rates based on HS codes and country of origin. Timely payment to avoid demurrage and detention charges. Reconciliation of payments with invoices and customs assessments. | 0% overpayment of duties and taxes. 100% on-time payment of duties and taxes. |
| Issue Resolution & Risk Management | Proactive identification, communication, and resolution of any customs or logistics-related issues. | Immediate notification to stakeholders of any inspections, detentions, or discrepancies. Development and execution of contingency plans to mitigate delays and minimize disruption. Expert advice on resolving complex customs queries or valuation disputes. | Average resolution time for customs issues: <48 hours. Reduction in shipment delays due to customs issues by 10% YoY. |
Key Responsibilities of the Customs Clearing & Forwarding Coordinator
- Pre-clearance documentation review and preparation.
- Liaising with customs authorities, port/airport authorities, and other government agencies.
- Managing freight forwarders and carriers for optimal routing and transit times.
- Ensuring compliance with all import/export regulations, licenses, and permits for medical devices.
- Coordinating warehousing and distribution logistics as required.
- Handling payment of duties, taxes, and other fees.
- Providing real-time shipment tracking and status updates.
- Resolving any customs-related issues, inspections, or detentions.
- Maintaining accurate records and documentation for audit purposes.
- Advising on best practices for international trade and customs procedures for medical devices.
- Managing customs bonds and security requirements.
- Facilitating communication between the shipper, consignee, customs, and freight forwarders.
Service Level Agreement For Customs Clearing & Forwarding Coordination Service (Medical Devices)
This Service Level Agreement (SLA) outlines the response times and uptime guarantees for the Customs Clearing & Forwarding Coordination Service specifically for Medical Devices. This SLA is an addendum to the Master Services Agreement (MSA) between [Your Company Name] (hereinafter referred to as "Provider") and [Client Company Name] (hereinafter referred to as "Client").
| Service Component | Definition | Response Time Target | Uptime Guarantee | Notes |
|---|---|---|---|---|
| Initial Query Acknowledgement | Acknowledgement of receipt of an inquiry or request for customs clearing & forwarding coordination. | Within 1 hour during business hours (08:00 - 18:00 Local Time, Mon-Fri), Within 4 hours outside business hours. | N/A (This is a response time metric) | Applies to all official communication channels (email, dedicated portal). |
| Document Requirement Notification | Notification of all required documentation for a specific shipment's customs clearance. | Within 4 business hours of receiving initial inquiry or submission of partial documents. | N/A (This is a response time metric) | Assumes standard document complexity for Medical Devices. |
| Status Update on Clearance Process | Proactive or reactive provision of updates on the progress of a customs clearance or forwarding process. | Within 8 business hours for routine updates. Within 2 business hours for critical issues or delays. | N/A (This is a response time metric) | Client may request specific update frequencies, subject to agreement. |
| Issue Resolution (Customs-Related) | Initiation of action to resolve any identified issues or queries from customs authorities. | Within 2 business hours of being notified of the issue. | N/A (This is a response time metric) | Resolution time will depend on the complexity of the issue and customs authority responsiveness. |
| Proactive Risk Identification & Mitigation | Identification and communication of potential customs risks or compliance challenges for upcoming shipments. | Within 24 business hours of identifying the risk (based on shipment details provided by Client). | N/A (This is a response time metric) | Requires timely and accurate information from the Client. |
| Core Service Availability | The availability of the Provider's team and systems to actively coordinate and manage customs clearing & forwarding processes. | N/A (This is an uptime metric) | 99.5% Monthly | Excludes scheduled maintenance and events outside Provider's reasonable control. |
| Communication Channels Availability | The availability of agreed-upon communication channels (e.g., email, dedicated portal, phone) for client interaction. | N/A (This is an uptime metric) | 99.9% Monthly | Applies to the primary communication channels designated in the MSA. |
Scope of Service
- The Service involves the coordination of all necessary documentation, communication, and actions with customs authorities and logistics partners to facilitate the efficient and compliant import/export of Medical Devices on behalf of the Client.
- This includes, but is not limited to, pre-clearance checks, tariff classification assistance, regulatory compliance verification (for customs purposes), submission of declarations, and coordination of physical inspections if required.
- The Service operates on a 24/7 basis, with response times and uptime guarantees detailed below.
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