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Verified Service Provider in South Sudan
Customs Clearing & Forwarding Coordination Service (Medical Devices) in South Sudan
Engineering Excellence & Technical Support
Customs Clearing & Forwarding Coordination Service (Medical Devices) High-standard technical execution following OEM protocols and local regulatory frameworks.
Expedited Customs Clearance for Medical Devices
Leverage our specialized expertise in South Sudan's customs regulations to navigate complex documentation and secure rapid clearance for critical medical devices, minimizing downtime and ensuring availability for healthcare providers.
Regulatory Compliance & Liaison Expertise
We provide expert guidance on all medical device import/export regulations specific to South Sudan, acting as your trusted liaison with relevant government bodies to ensure seamless compliance and prevent costly delays or penalties.
Secure & Compliant Cold Chain Logistics Coordination
Our tailored coordination services ensure the integrity of temperature-sensitive medical devices throughout the clearing and forwarding process, from port to final destination, guaranteeing product efficacy and patient safety.
What Is Customs Clearing & Forwarding Coordination Service (Medical Devices) In South Sudan?
Customs Clearing and Forwarding Coordination Service (Medical Devices) in South Sudan refers to the comprehensive logistical and administrative process of facilitating the lawful importation, movement, and clearance of medical devices through South Sudan's national borders and into their final destination. This service encompasses managing all documentation, regulatory compliance, and operational coordination required by South Sudanese customs authorities and other relevant ministries (e.g., Ministry of Health). The objective is to ensure that medical devices, ranging from pharmaceuticals and diagnostic equipment to surgical instruments and personal protective equipment, are imported efficiently, safely, and in accordance with national laws and international standards. It involves proactive liaison with government agencies, port/airport authorities, transportation providers, and end-users to mitigate delays and ensure supply chain integrity.
| Aspect | Description | Relevance to Medical Devices |
|---|---|---|
| Regulatory Compliance Management | Ensuring adherence to all applicable laws, regulations, and import/export policies. | Crucial for medical devices, which are subject to stringent regulations by the Ministry of Health regarding safety, efficacy, and quality. Includes obtaining necessary permits, licenses, and certifications. |
| Documentation and Declarations | Preparation and submission of all required import/export documentation to customs authorities. | Includes commercial invoices, packing lists, bills of lading/air waybills, certificates of origin, import permits, and specific declarations for medical goods. |
| Customs Duty and Tax Calculation/Payment | Accurate calculation and timely payment of all applicable duties, taxes, and fees. | Ensures smooth clearance and avoids penalties. Potential for duty exemptions or preferential rates for essential medical supplies, requiring expert knowledge. |
| Inspection and Verification Coordination | Facilitating physical inspections and verification of goods by customs and other regulatory bodies. | Medical devices may require specific inspections by health authorities to confirm quality, safety, and adherence to registration standards. |
| Logistics and Transportation Management | Coordinating the efficient movement of goods from the point of origin to the final destination. | Requires specialized handling and temperature-controlled transport for many medical devices and pharmaceuticals to maintain product integrity during transit and within South Sudan. |
| Warehousing and Storage Solutions | Arranging secure and appropriate storage facilities. | Essential for maintaining the cold chain, preventing damage, and ensuring the security of sensitive medical equipment and pharmaceuticals. |
| Risk Assessment and Mitigation | Identifying potential risks in the supply chain and implementing strategies to mitigate them. | Addresses risks such as spoilage, damage, theft, counterfeit products, and regulatory non-compliance, which can have severe public health consequences. |
| Communication and Stakeholder Liaison | Maintaining effective communication with all parties involved in the import process. | Includes liaising with the exporter, importer, shipping lines, airlines, freight forwarders, customs officials, Ministry of Health representatives, and local distribution networks. |
Key Components of Customs Clearing & Forwarding Coordination Service (Medical Devices) in South Sudan:
- Regulatory Compliance Management
- Documentation and Declarations
- Customs Duty and Tax Calculation/Payment
- Inspection and Verification Coordination
- Logistics and Transportation Management
- Warehousing and Storage Solutions
- Risk Assessment and Mitigation
- Communication and Stakeholder Liaison
Who Needs Customs Clearing & Forwarding Coordination Service (Medical Devices) In South Sudan?
Customs clearing and forwarding coordination services are crucial for entities involved in the importation and distribution of medical devices in South Sudan. These services ensure timely, compliant, and efficient movement of essential medical goods through customs, navigating the country's unique logistical and regulatory landscape. This is particularly vital given the critical nature of medical devices in healthcare delivery, where delays can have severe consequences on patient care.
| Target Customer | Key Departments Involved | Specific Needs/Reasons |
|---|---|---|
| Hospitals and Healthcare Facilities (Public & Private) | Procurement Department, Logistics/Supply Chain Management, Biomedical Engineering Department | Ensuring a consistent supply of critical medical equipment, diagnostic tools, and consumables. Minimizing downtime of medical equipment due to import delays. Compliance with import regulations for medical devices. |
| Non-Governmental Organizations (NGOs) & Humanitarian Aid Agencies | Logistics Department, Procurement Department, Program Management | Facilitating the rapid import of essential medical supplies, emergency equipment, and humanitarian aid during crises. Ensuring compliance with customs procedures for donated or relief goods. Managing complex import requirements for specialized medical equipment for field operations. |
| Medical Device Manufacturers & Distributors | Sales & Marketing Department, Logistics & Supply Chain, Regulatory Affairs Department | Efficiently bringing their products to the South Sudanese market. Maintaining product integrity during transit. Managing inventory and ensuring timely delivery to healthcare providers. Navigating import tariffs and duties specific to medical devices. |
| Government Ministries & Agencies (e.g., Ministry of Health) | Procurement Unit, Public Health Programs Division, Pharmaceutical & Medical Supplies Department | Procuring and distributing medical equipment for public health initiatives and national health programs. Ensuring the availability of essential medical devices for the general population. Managing the import of medical devices for government-funded projects. |
| Research Institutions & Laboratories | Laboratory Management, Procurement Department, Research Project Coordinators | Importing specialized diagnostic equipment, laboratory consumables, and research-grade medical devices. Ensuring compliance with import regulations for sensitive scientific equipment. Facilitating the smooth flow of research materials. |
Who Needs Customs Clearing & Forwarding Coordination Service (Medical Devices) in South Sudan?
- Hospitals and Healthcare Facilities (Public & Private)
- Non-Governmental Organizations (NGOs) & Humanitarian Aid Agencies
- Medical Device Manufacturers & Distributors
- Government Ministries & Agencies (e.g., Ministry of Health)
- Research Institutions & Laboratories
Customs Clearing & Forwarding Coordination Service (Medical Devices) Process In South Sudan
This document outlines the comprehensive workflow for Customs Clearing and Forwarding Coordination Services specifically for Medical Devices in South Sudan, from initial inquiry to final execution.
| Stage | Description | Key Actions & Documents | Responsible Parties | South Sudan Specific Considerations |
|---|---|---|---|---|
| The client (importer/manufacturer) contacts the clearing and forwarding (C&F) agent to initiate the process for importing medical devices. | Client provides: Cargo details (HS codes, quantity, value, origin, manufacturer, intended use), Proforma Invoice, Shipping documents (Bill of Lading/Air Waybill), Packing List, Manufacturer's Declaration, relevant permits/licenses (if already obtained). | Client, C&F Agent | Understanding of specific import requirements for medical devices in South Sudan, including potential restrictions or special handling needs. Availability of local agents with expertise in medical device regulations. |
| The C&F agent reviews all provided documents for accuracy, completeness, and compliance with South Sudanese customs regulations and specific requirements for medical devices. | Verification of: HS Codes, Invoice accuracy, Packing List matching cargo, Origin documents, Permits/Licenses (e.g., from Ministry of Health or relevant regulatory bodies), Health Certificates (if applicable). Obtaining necessary clearances from relevant ministries. | C&F Agent, Client, Relevant Government Ministries (e.g., Ministry of Health, Standards Bureau) | Ensuring all required health, safety, and quality certifications are valid and recognized by South Sudanese authorities. Potential requirement for pre-shipment inspection for certain medical devices. Understanding of potential delays due to multi-ministry approvals. |
| The C&F agent prepares and submits the formal customs declaration (e.g., Single Administrative Document - SAD) to the South Sudan National Revenue Authority (SSNRA) electronically or manually. | Submission of: Completed Customs Declaration Form, all verified supporting documents (Invoice, Packing List, Bill of Lading/AWB, Certificates of Origin, Permits, licenses, etc.). | C&F Agent, SSNRA | Adherence to specific SSNRA declaration formats and submission procedures. Proper classification of medical devices using correct HS codes is crucial to avoid incorrect duty/tax assessments. |
| Customs authorities may conduct a physical inspection of the cargo and/or a documentary review to verify the declared information against the actual goods. | Physical examination of cargo, verification of quantity, quality, and specifications. Review of supporting documents for discrepancies. Potential sampling for laboratory testing (if required for specific medical devices). | SSNRA, C&F Agent, Client (may be present or represented) | South Sudan's customs infrastructure might influence the efficiency of physical inspections. Special protocols for handling and inspecting sensitive medical equipment to maintain sterility and integrity. Potential for delays if customs requires specialized expertise for medical device inspection. |
| Based on the customs declaration and inspection, SSNRA assesses applicable import duties, taxes (e.g., VAT, excise duty), and other charges. | Calculation of duties and taxes based on HS codes and declared value. Issuance of a customs assessment notice. Payment of assessed duties and taxes through designated channels. | SSNRA, C&F Agent (facilitates payment on behalf of client) | Understanding of specific duty/tax exemptions or preferential rates that might apply to essential medical devices. Need to confirm acceptable payment methods for SSNRA. Fluctuations in exchange rates can impact local currency payments. |
| Once all duties and taxes are paid and customs procedures are completed, the cargo is released by customs. | Issuance of a Release Order by SSNRA. C&F agent arranges for the collection of the cargo from the port/airport/border crossing. | SSNRA, C&F Agent | Coordination with port/airport authorities for cargo handling and release. Ensuring appropriate transportation is arranged for the safe and timely collection of medical devices. |
| The C&F agent facilitates the transportation of the cleared cargo to the client's designated warehouse or facility. | Arrangement of onward transportation, delivery confirmation, final documentation archiving, and client handover. Follow-up on any post-clearance audits or inquiries. | C&F Agent, Client | Ensuring adherence to cold chain logistics or specific storage requirements for medical devices during transportation within South Sudan. Maintaining accurate records for potential future audits or regulatory compliance. |
Key Stages in the Customs Clearing & Forwarding Coordination Process (Medical Devices - South Sudan)
- Initial Inquiry & Information Gathering
- Pre-clearance Documentation & Verification
- Customs Declaration & Submission
- Examination & Inspection (Physical/Documentary)
- Duty & Tax Assessment & Payment
- Release & Collection
- Delivery & Post-clearance
Customs Clearing & Forwarding Coordination Service (Medical Devices) Cost In South Sudan
Navigating the complexities of customs clearing and forwarding for medical devices in South Sudan requires specialized expertise and careful consideration of various cost factors. The process involves multiple stages, from documentation and inspection to transportation and final delivery, each contributing to the overall expense. Understanding these elements is crucial for accurate budgeting and efficient supply chain management. The pricing for these services is primarily influenced by the nature and volume of the goods, regulatory requirements, the chosen logistics providers, and the prevailing economic conditions within South Sudan.
| Service Component | Typical Range (SSP) Per Shipment (Estimate) | Notes |
|---|---|---|
| Customs Clearing Agent Fees | 200,000 - 800,000+ | Varies based on complexity, volume, and agent's reputation. Can be a fixed fee or a percentage of the CIF value. |
| Port/Airport Handling & Terminal Fees | 150,000 - 500,000+ | Depends heavily on the volume, weight, and type of cargo. Applies per container or per ton/cubic meter. |
| Inland Transportation (within South Sudan) | 300,000 - 1,500,000+ | Highly variable due to road conditions, distance, vehicle type, and security. Can be per truckload or per kilometer. |
| Import Duties & Taxes (Estimates) | 5% - 30%+ of CIF value | Specific rates vary by HS code. Essential medical supplies may have reduced rates or exemptions if properly documented. |
| Insurance | 0.5% - 2% of CIF value | Based on the value of goods and risk assessment. |
| Documentation & Compliance Fees | 50,000 - 200,000+ | Includes fees for permits, certificates, and administrative tasks. |
| Demurrage & Detention (if applicable) | Variable & Potentially High | Accrues daily after free time expires. Can be a significant cost if delays occur. |
Key Pricing Factors for Customs Clearing & Forwarding (Medical Devices) in South Sudan
- Nature and Value of Medical Devices: High-value or specialized equipment will incur higher insurance and potential duty/tax assessments. The classification of the device is paramount.
- Volume and Weight of Shipment: Larger and heavier shipments generally translate to higher freight and handling charges. This impacts both air and sea freight costs.
- Origin and Destination: The distance and complexity of the routes from the point of origin to South Sudan, and then to the final destination within the country, significantly affect transportation costs. Inland transportation in South Sudan can be particularly challenging and costly.
- Mode of Transport: Air freight is the fastest but most expensive. Sea freight is more economical for larger volumes but takes longer. Road transport within South Sudan is essential but can be impacted by infrastructure and security.
- Customs Duties and Taxes: South Sudan levies import duties and other taxes on medical devices. The specific rates depend on the Harmonized System (HS) code of the product and government policies. Exemptions or reduced rates for essential medical supplies may apply but require proper documentation.
- Port/Airport Charges and Handling Fees: These include terminal handling charges, storage fees, and any applicable inspection fees levied by customs or port authorities.
- Documentation and Compliance Fees: Preparing and submitting the necessary import permits, certificates of origin, invoices, packing lists, and other regulatory documents can incur administrative fees from clearing agents and government bodies.
- Insurance Costs: Protecting the valuable medical devices against loss or damage during transit is essential. Premiums are based on the value of the goods and the perceived risks.
- Clearing Agent Fees: Customs clearing and forwarding agents charge professional fees for their services, which include navigating customs procedures, liaising with authorities, and managing the logistics.
- Security and Risk Factors: Given the operating environment in South Sudan, security measures and potential contingency planning can add to the overall cost.
- Demurrage and Detention Charges: Delays in customs clearance or cargo pickup can result in significant charges from shipping lines or airlines.
- Exchange Rate Fluctuations: As services and duties are often quoted in USD, fluctuations in the South Sudanese Pound (SSP) to USD exchange rate can impact the final cost in local currency.
- Value Added Tax (VAT): While there might be exemptions for certain medical supplies, VAT can be applicable on imported goods and services.
Affordable Customs Clearing & Forwarding Coordination Service (Medical Devices) Options
Navigating the complex landscape of customs clearing and forwarding for medical devices requires specialized knowledge and efficient processes. Our service offers affordable solutions designed to streamline your operations, minimize delays, and reduce overall costs. We understand the unique regulatory requirements and logistical challenges associated with medical equipment, ensuring compliant and timely delivery. This document outlines our value bundles and cost-saving strategies, empowering you to make informed decisions for your supply chain.
| Value Bundle | Description | Included Services | Target Client | Estimated Cost Range (per shipment) | Cost-Saving Focus |
|---|---|---|---|---|---|
| Basic Clearance | Essential customs declaration and basic import/export processing. | Customs declaration, duty & tax calculation, basic documentation review. | Small volume shipments, established import/export routes. | $150 - $350 | Streamlined process to minimize processing fees. |
| Standard Forwarding | Comprehensive forwarding and customs clearing for regular shipments. | Basic Clearance services + Bill of Lading/Air Waybill management, basic freight booking, coordination with carriers. | Medium volume shipments, businesses with moderate international trade. | $300 - $700 | Consolidated shipments, optimized routing to reduce freight costs. |
| Premium Logistics | End-to-end supply chain management for critical medical device shipments. | Standard Forwarding services + specialized handling (temperature control, fragile items), warehousing, insurance coordination, advanced tracking, regulatory consultation. | High-value, sensitive, or time-critical medical devices, complex international supply chains. | $600 - $1500+ | Reduced demurrage and detention charges, optimized inventory management, proactive risk mitigation. |
| Customized Solutions | Tailored packages designed to meet specific client needs and unique shipment requirements. | As per client's defined scope of work, can include any combination of services. | Businesses with highly specific or unique logistical challenges. | Quoted per project | Flexible negotiation, focus on unique efficiencies for specific challenges. |
Key Benefits of Our Medical Device Customs Clearing & Forwarding Service
- Expertise in Medical Device Regulations: Ensuring compliance with all relevant international and national customs laws for medical devices.
- Reduced Risk of Delays & Penalties: Proactive management of documentation and procedures to avoid costly hold-ups and fines.
- Optimized Logistics: Efficient coordination of transportation and warehousing to minimize transit times and storage costs.
- Enhanced Visibility & Communication: Real-time tracking and clear communication throughout the entire clearing and forwarding process.
- Cost-Effective Solutions: Competitive pricing and strategic cost-saving measures to fit your budget.
Verified Providers In South Sudan
Navigating the healthcare landscape in South Sudan can be challenging, with a critical need for reliable and trustworthy providers. Franance Health stands out as a leading organization committed to delivering high-quality medical services and has earned a reputation for its stringent credentialing processes. This commitment to verification ensures that patients receive care from qualified and experienced professionals, making Franance Health the premier choice for healthcare in South Sudan.
| Credential Aspect | Franance Health Verification Process | Benefit to Patients |
|---|---|---|
| Academic and Professional Qualifications | Verification of degrees, diplomas, and licenses from recognized institutions. | Ensures providers have the foundational knowledge and legal authorization to practice. |
| Clinical Experience | Thorough review of previous work history, references, and peer assessments. | Confirms practical skills and proven ability to manage patient conditions effectively. |
| Licensing and Registration | Confirmation of current and valid licenses with relevant South Sudanese medical boards. | Guarantees adherence to national healthcare regulations and standards. |
| Continuing Medical Education (CME) | Requirement for providers to demonstrate ongoing engagement in professional development and training. | Ensures providers are up-to-date with the latest medical advancements and best practices. |
| Background Checks | Comprehensive checks for any disciplinary actions or legal concerns. | Upholds ethical standards and protects patients from unqualified or compromised practitioners. |
Why Franance Health Credentials Matter
- Rigorous Verification: Franance Health employs a multi-layered credentialing process for all its healthcare professionals. This includes thorough background checks, verification of academic and professional qualifications, and assessment of clinical experience.
- Commitment to Excellence: Beyond basic qualifications, Franance Health looks for providers who demonstrate a commitment to ongoing professional development, ethical practice, and patient-centered care.
- Patient Safety First: The credentialing process is fundamentally designed to prioritize patient safety. By ensuring providers meet the highest standards, Franance Health minimizes risks and promotes positive health outcomes.
- Trust and Reliability: The verified credentials of Franance Health providers offer patients peace of mind. Knowing that their healthcare providers have been rigorously vetted builds trust and confidence in the quality of care received.
- Access to Specialized Care: Franance Health's network includes a diverse range of specialists. Their credentialing process ensures that each specialist possesses the specific expertise required for their field, providing access to a wide spectrum of medical needs.
Scope Of Work For Customs Clearing & Forwarding Coordination Service (Medical Devices)
This Scope of Work (SOW) outlines the requirements for Customs Clearing and Forwarding Coordination Services specifically for medical devices. The service provider will be responsible for managing and executing all aspects of the customs clearance and international freight forwarding process for inbound and outbound shipments of medical devices, ensuring compliance with all relevant regulations, timely delivery, and secure handling of sensitive products.
| Service Component | Description | Technical Deliverables | Standard Specifications/Requirements |
|---|---|---|---|
| Pre-Shipment Documentation Review & Preparation | Reviewing all required documentation for customs clearance and import/export. Preparing and submitting necessary declarations and forms. | Pre-clearance assessment report, accurate and complete customs declarations (e.g., import/export declarations, commercial invoices, packing lists, bills of lading/air waybills). | Compliance with current customs regulations of origin, destination, and transit countries. Adherence to IATA/IMDG/ADR regulations for dangerous goods if applicable. Accuracy and completeness of all submitted documents. Electronic submission capabilities where required. |
| Customs Clearance Execution | Managing the end-to-end customs clearance process, including duty and tax payment, inspections, and release of goods. | Successful customs release of shipments within agreed timelines. Payment confirmations for duties, taxes, and fees. Communication of any customs holds or queries. | Utilizing authorized customs brokers. Real-time communication with customs authorities. Expertise in medical device specific regulations (e.g., FDA, CE marking, local health authority requirements). Minimizing customs delays. Secure and transparent handling of financial transactions. |
| Freight Forwarding Coordination | Arranging and managing international transportation for medical device shipments, including selection of carriers, booking, and transit monitoring. | Confirmation of bookings with chosen carriers. Bill of Lading (B/L) or Air Waybill (AWB) issuance. Real-time shipment tracking and status updates. | Selection of reputable and experienced carriers with proven track records in handling medical devices. Negotiation of competitive freight rates. Optimizing routing for efficiency and cost-effectiveness. Compliance with temperature-controlled or specialized handling requirements. |
| Shipment Tracking & Reporting | Providing regular updates on shipment status, location, and estimated time of arrival (ETA). | Daily/Weekly status reports, exception reports (e.g., delays, damages), final delivery confirmation with proof of delivery (POD). | Utilizing advanced tracking systems with GPS capabilities. Proactive notification of any deviations from the planned schedule. Customizable reporting formats and frequency as per client's needs. Secure and accessible reporting platform. |
| Regulatory Compliance & Consultation | Ensuring adherence to all national and international regulations pertaining to medical device import/export. Providing expert advice on compliance matters. | Compliance audit reports, updated regulatory guidance documents, risk assessment reports for specific medical devices. | In-depth knowledge of medical device regulations (e.g., FDA, MDR, IVDR, country-specific import licenses). Understanding of GHTF/IMDRF guidelines. Proactive advice on changes in regulations. Ability to obtain necessary import/export permits and licenses. |
| Warehousing & Distribution Coordination (if applicable) | Arranging for temporary warehousing or distribution services as required for cleared shipments. | Warehousing service agreements, inventory reports, distribution schedules. | Selection of compliant warehouses with appropriate temperature and humidity controls. Secure storage for sensitive medical devices. Efficient inventory management and timely distribution. |
| Emergency Response & Issue Resolution | Addressing and resolving any unforeseen issues, delays, or damages during transit or clearance. | Incident reports, corrective action plans, resolution documentation. | 24/7 availability for critical issues. Established protocols for handling emergencies. Prompt and effective communication and resolution strategies. Insurance claims assistance. |
| Data Management & Record Keeping | Maintaining accurate and organized records of all customs and forwarding activities. | Digitized shipment files, audit trails, historical data archives. | Secure digital storage with robust backup procedures. Adherence to data privacy regulations. Easy retrieval of historical shipment data for audits and analysis. Secure client portal for document access. |
Key Objectives:
- To ensure efficient and compliant customs clearance of all medical device shipments.
- To coordinate and manage international freight forwarding logistics.
- To maintain accurate documentation and provide real-time tracking information.
- To minimize transit times and associated costs.
- To ensure the integrity and security of medical device shipments throughout the supply chain.
Service Level Agreement For Customs Clearing & Forwarding Coordination Service (Medical Devices)
This Service Level Agreement (SLA) outlines the agreed-upon response times and uptime guarantees for the Customs Clearing & Forwarding Coordination Service specifically for Medical Devices. This SLA is integral to the Master Service Agreement (MSA) between [Your Company Name] (hereinafter referred to as "Provider") and [Client Company Name] (hereinafter referred to as "Client") for the provision of customs clearing and forwarding coordination services.
1. Purpose:
This SLA defines the expected performance standards for the Provider in delivering customs clearing and forwarding coordination services for the Client's medical device shipments. It establishes metrics for response times to critical inquiries and a commitment to service availability (uptime).
| Service Component | Uptime Guarantee | Response Time (Business Hours) | Response Time (Outside Business Hours) | Definition / Scope |
|---|---|---|---|---|
| Customs Clearance Documentation Submission & Review | 99.5% | 2 Business Hours (for initial review/acknowledgement) | 4 Business Hours (for initial review/acknowledgement) | Availability of the platform for document upload and review. Response time applies to acknowledgement of receipt and confirmation of completeness or identified issues. |
| Shipment Tracking & Status Updates (Proactive) | N/A (focus on proactive updates) | N/A | N/A | Provider will proactively update the Client on critical shipment milestones (e.g., arrival at port, customs clearance status, departure from port) via agreed-upon communication channels. This is not measured by response time but by the frequency and completeness of updates. |
| Urgent Inquiry - Customs Related (e.g., hold, delay) | 99.5% | 1 Business Hour (for acknowledgement and initiation of action) | 2 Business Hours (for acknowledgement and initiation of action) | Critical inquiries requiring immediate attention from customs authorities or brokers. Response time is for acknowledgement and commencement of problem resolution. |
| Urgent Inquiry - Forwarding Related (e.g., reroute, delay) | 99.5% | 2 Business Hours (for acknowledgement and initiation of action) | 4 Business Hours (for acknowledgement and initiation of action) | Critical inquiries related to transportation logistics or deviations. Response time is for acknowledgement and commencement of problem resolution. |
| General Inquiry - Status or Documentation Request | 99.5% | 4 Business Hours (for acknowledgement and provision of information) | 8 Business Hours (for acknowledgement and provision of information) | Requests for routine status updates, copies of documents, or general information not classified as urgent. |
| Communication Channels (Email, Phone, Portal) | 99.5% | N/A (availability is measured) | N/A (availability is measured) | Continuous availability of primary communication methods used for service delivery. Downtime is measured as the total time the channels are unavailable for use. |
Key Service Level Objectives
- Response Times: Guarantees timely acknowledgement and initial action on critical service requests related to customs clearance and forwarding for medical devices.
- Uptime Guarantees: Ensures the availability of the coordination platform and essential communication channels required for managing shipments.
In-Depth Guidance
Frequently Asked Questions
Phase 02: Execution
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