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Verified Service Provider in Sudan

Customs Clearing & Forwarding Coordination Service (Medical Devices) in Sudan Engineering Excellence & Technical Support

Customs Clearing & Forwarding Coordination Service (Medical Devices) High-standard technical execution following OEM protocols and local regulatory frameworks.

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Streamlined Medical Device Logistics

Expertly navigate Sudan's customs regulations for medical devices, ensuring swift and compliant clearance to prevent critical supply chain disruptions and maintain patient access to essential healthcare equipment.

Regulatory Compliance & Risk Mitigation

Proactively manage all documentation and adherence to Sudanese Ministry of Health and customs requirements for medical devices, minimizing risks of delays, fines, and potential confiscation, safeguarding your valuable shipments.

Specialized Handling & Temperature Control

Leverage our deep understanding of specialized handling protocols and temperature-sensitive logistics for medical devices, coordinating with local authorities and logistics partners to ensure product integrity from port to destination.

What Is Customs Clearing & Forwarding Coordination Service (Medical Devices) In Sudan?

Customs Clearing and Forwarding Coordination Service (Medical Devices) in Sudan refers to the comprehensive management and facilitation of the import and export processes for medical devices within Sudan. This service encompasses a multi-faceted approach to ensure compliance with national regulations, efficient transit of goods, and accurate documentation for customs authorities. It involves coordinating with various stakeholders, including manufacturers, exporters, importers, shipping lines, airlines, warehousing facilities, and regulatory bodies such as the National Medicines and Poisons Board (NMPB) and the Sudan Standards and Metrology Organization (SSMO). The service aims to streamline the entire logistical chain, from origin to destination, mitigating risks associated with customs inspections, duties, taxes, and import/export prohibitions or restrictions.

Key aspects of this service include:

  • Regulatory Compliance: Ensuring all medical devices meet Sudan's specific import/export requirements, including registration, licensing, pre-approval, and conformity assessment procedures. This involves detailed understanding of NMPB regulations for registration and licensing of medical devices, and SSMO standards for quality and safety.
  • Documentation Management: Preparation, submission, and meticulous tracking of all necessary documentation, such as commercial invoices, packing lists, bills of lading/air waybills, certificates of origin, import/export permits, pre-shipment inspection certificates, and any specific NMPB or SSMO related clearances.
  • Customs Declaration and Clearance: Accurate classification of medical devices according to the Harmonized System (HS) codes, calculation and payment of applicable customs duties and taxes, and efficient processing of customs declarations to expedite the release of goods.
  • Logistics and Transportation Management: Arranging and overseeing the secure and timely transportation of medical devices, considering their specific handling requirements (e.g., temperature control for pharmaceuticals and certain devices), and selecting appropriate freight forwarders and carriers.
  • Warehousing and Distribution: Coordinating secure storage solutions for medical devices upon arrival, ensuring compliance with storage conditions, and managing onward distribution to end-users or facilities within Sudan.
  • Risk Management and Consultation: Identifying potential customs-related risks, providing expert advice on import/export procedures, and offering solutions to overcome logistical and regulatory challenges.
  • Communication and Liaison: Acting as a central point of contact, facilitating communication between all parties involved, and liaising with customs officials and other government agencies to resolve issues promptly.

Who Needs This Service:

  • Medical Device Manufacturers: Companies producing medical equipment, diagnostics, implants, and other healthcare-related devices seeking to export to or import components into Sudan.
  • Medical Device Distributors and Suppliers: Businesses involved in the procurement, sale, and distribution of medical devices within Sudan.
  • Healthcare Institutions: Hospitals, clinics, laboratories, and research facilities that regularly import medical devices for their operations.
  • Non-Governmental Organizations (NGOs) and Humanitarian Organizations: Entities engaged in providing medical aid and essential medical supplies to the Sudanese population, often requiring rapid and compliant import of devices.
  • Importers and Exporters of Medical Devices: Any entity involved in the cross-border trade of medical devices, regardless of size or scale.

Typical Use Cases:

  • Importation of New Medical Equipment: A hospital in Khartoum requires new MRI scanners and diagnostic imaging equipment. The service manages the entire import process, from manufacturer's export documentation to customs clearance and delivery.
  • Export of Locally Manufactured Devices: A Sudanese company producing medical consumables wishes to export its products to neighboring countries. The service handles export permits, customs declarations, and freight arrangements.
  • Procurement of Pharmaceutical Devices: A pharmaceutical distributor needs to import temperature-sensitive medical devices for drug delivery. The service ensures compliance with NMPB regulations for such products and coordinates refrigerated transport and storage.
  • Humanitarian Aid Shipments: An international NGO is donating essential medical supplies, including surgical instruments and laboratory testing kits, to a remote region in Sudan. The service expedites clearance and delivery of these critical items.
  • Importation of Spare Parts for Medical Machinery: A medical facility requires specific spare parts for its existing medical equipment. The service facilitates the import of these components, often subject to specific documentation requirements.
  • Conformity Assessment and Quality Control: Ensuring that imported medical devices meet the quality and safety standards mandated by SSMO through appropriate testing and certification processes, coordinated by the service.
  • Re-exportation or Temporary Import: Managing the customs procedures for medical devices that are temporarily imported for repair or evaluation, or for re-exportation after a specific event.
Stakeholder GroupReason for Requiring the ServiceExamples of Medical Devices Handled
Medical Device ManufacturersFacilitate market access to Sudan, ensure compliance with import regulations for their products.Diagnostic imaging equipment, surgical instruments, implantable devices, laboratory reagents.
Medical Device Distributors and SuppliersStreamline the import process, manage inventory efficiently, and ensure timely availability of devices to end-users.Syringes, catheters, patient monitoring systems, therapeutic devices.
Healthcare Institutions (Hospitals, Clinics)Ensure uninterrupted supply of necessary medical devices, avoid costly delays in patient care.Anesthesia machines, ventilators, endoscopes, dental equipment.
NGOs and Humanitarian OrganizationsExpedite the import of life-saving medical supplies during emergencies or for long-term health programs.Vaccines, antibiotics, basic surgical kits, portable diagnostic tools.
Importers/Exporters (General)Navigate complex customs procedures, minimize financial and operational risks in international trade.Any category of medical devices subject to import/export regulations.

Key Aspects of Customs Clearing & Forwarding Coordination Service (Medical Devices) in Sudan

  • Regulatory Compliance (NMPB & SSMO)
  • Documentation Management (Permits, Certificates, Declarations)
  • Customs Declaration and Duty/Tax Calculation & Payment
  • Logistics and Transportation Management (including Cold Chain)
  • Warehousing and Distribution Coordination
  • Risk Assessment and Mitigation
  • Stakeholder Communication and Liaison

Who Needs Customs Clearing & Forwarding Coordination Service (Medical Devices) In Sudan?

Customs clearing and forwarding coordination services are vital for any entity involved in the import or export of medical devices in Sudan. These services ensure that medical equipment and supplies navigate the complex regulatory landscape, customs procedures, and logistical challenges efficiently and compliantly. This includes managing documentation, liaising with port authorities and customs officials, arranging transportation, and ensuring timely delivery, all while adhering to specific Sudanese regulations for medical goods.

Target Customer SegmentKey Departments/Roles Involved
Medical Device Manufacturers (International)Export Department, Logistics Department, Regulatory Affairs Department
Medical Device Distributors/Importers (Sudan)Procurement Department, Logistics Department, Sales Department, Compliance Department
Hospitals & Healthcare Facilities (Sudan)Procurement Department, Biomedical Engineering Department, Administration
Government Health Ministries/Agencies (Sudan)Procurement Unit, Logistics & Supply Chain Management, Regulatory Affairs, Import/Export Division
NGOs & Humanitarian Aid OrganizationsProcurement & Logistics Team, Program Management, Operations Department
Research Institutions & LaboratoriesProcurement Officer, Lab Manager, Research Coordinator

Who Needs Customs Clearing & Forwarding Coordination Service (Medical Devices) in Sudan?

  • Medical device manufacturers looking to export to or import from Sudan.
  • Distributors and suppliers of medical equipment and consumables in Sudan.
  • Hospitals and healthcare facilities procuring medical devices from international markets.
  • Government health ministries and agencies involved in the procurement or distribution of medical supplies.
  • Non-governmental organizations (NGOs) and humanitarian aid organizations involved in healthcare projects in Sudan.
  • Research institutions and laboratories requiring specialized medical equipment.
  • Companies involved in the refurbishment or repair of medical devices requiring international shipment.
  • Logistics providers and freight forwarders who require specialized expertise for medical device shipments.

Customs Clearing & Forwarding Coordination Service (Medical Devices) Process In Sudan

This document outlines the typical workflow for Customs Clearing & Forwarding Coordination Services for Medical Devices in Sudan, from initial inquiry to final execution. This process is crucial for ensuring timely and compliant import and export of essential medical equipment and supplies.

StageDescriptionKey ActivitiesDocuments InvolvedResponsible PartiesTimeline (Approximate)
  1. Inquiry & Quotation
Initial contact from the client (importer/exporter) seeking clearing and forwarding services.Client details shipment (origin, destination, commodity, value, Incoterms).Proforma Invoice, Packing List, Bill of Lading/Air Waybill (if available).Client, Clearing & Forwarding Agent.1-2 Business Days
  1. Documentation Gathering & Verification
Agent collects and reviews all necessary documents to ensure accuracy and compliance with Sudanese regulations.Verify Bill of Lading/Air Waybill, Commercial Invoice, Packing List, Certificate of Origin, Import/Export Permits, Health/Quality Certificates.Commercial Invoice, Packing List, Bill of Lading/Air Waybill, Certificate of Origin, Import/Export Permits, Registration Certificates (for medical devices), Laboratory Test Reports (if required).Client, Clearing & Forwarding Agent, Relevant Government Authorities (e.g., Ministry of Health, Standards and Metrology Organization).2-5 Business Days (can be longer depending on permit acquisition)
  1. Pre-arrival & Arrival Formalities
Proactive steps taken before and upon the goods' arrival at the Sudanese port of entry.Notify relevant authorities of arrival, arrange for port handling, prepare for initial customs inspection.Pre-arrival Notice, Arrival Manifest.Clearing & Forwarding Agent, Shipping Line/Airline, Port Authorities.Ongoing (before and during arrival)
  1. Customs Declaration & Clearance
Formal submission of the import/export declaration to Sudanese customs.Prepare and submit the customs declaration (e.g., via the GeWee system), declare HS codes, value, and origin.Customs Declaration Form (e-declaration), supporting documents from Stage 2.Clearing & Forwarding Agent, Sudanese Customs Authority.1-3 Business Days
  1. Inspection & Valuation
Customs officials inspect the goods to verify declared information and assess value.Physical inspection of goods, checking against invoices and permits, valuation by customs officers.Physical goods, Commercial Invoice, Packing List, relevant permits and certificates.Sudanese Customs Authority, Clearing & Forwarding Agent (to facilitate).1-4 Business Days (variable)
  1. Duty & Tax Payment
Payment of applicable customs duties, taxes, and fees.Calculate and remit all applicable duties, VAT, and other charges to customs.Customs Assessment Notice, Payment Challans.Clearing & Forwarding Agent, Sudanese Customs Authority, Client (for funds).1-2 Business Days
  1. Release of Goods
Formal release of the shipment by customs upon successful clearance.Customs issues release order/permit, allowing the goods to be moved from the port.Release Order/Permit.Sudanese Customs Authority, Clearing & Forwarding Agent.1 Business Day
  1. Delivery & Post-Clearance
Arrangement for the final delivery of the goods to the client's premises.Coordinate transportation, offloading, and handover. Finalize any outstanding administrative tasks.Delivery Order, Proof of Delivery.Clearing & Forwarding Agent, Transport Company, Client.1-3 Business Days (depending on location)

Key Stages in Customs Clearing & Forwarding for Medical Devices in Sudan

  • Inquiry & Quotation
  • Documentation Gathering & Verification
  • Pre-arrival & Arrival Formalities
  • Customs Declaration & Clearance
  • Inspection & Valuation
  • Duty & Tax Payment
  • Release of Goods
  • Delivery & Post-Clearance

Customs Clearing & Forwarding Coordination Service (Medical Devices) Cost In Sudan

Navigating the customs clearance and forwarding of medical devices in Sudan involves a multifaceted pricing structure. The cost is not a fixed figure but rather a dynamic sum influenced by a variety of factors, making it crucial for importers to understand these elements to accurately budget and anticipate expenses. Key determinants include the nature and volume of the medical devices, the specific import regulations in place at the time of shipment, the chosen mode of transportation, and the efficiency and pricing of the chosen customs clearing and forwarding agent. Additionally, unforeseen circumstances such as demurrage, inspection fees, and potential duties or taxes can significantly impact the final cost. Understanding these variables is paramount for smooth and cost-effective medical device imports into Sudan.

Service ComponentEstimated Cost Range (SDG)Notes
Customs Clearing Agent Fee (Basic)15,000 - 50,000+Varies based on agent's reputation, complexity of shipment, and volume. Larger shipments or specialized equipment will be at the higher end.
Port/Airport Handling & Storage Fees20,000 - 100,000+Highly dependent on the duration goods are stored and the volume/weight. Can escalate rapidly if clearance is delayed.
Inspection Fees (Ministry of Health, etc.)10,000 - 75,000+Specific to the type of medical device. Some devices may require multiple inspections. Can be a significant cost for complex equipment.
Import Duties & Taxes5% - 40%+ of CIF ValueDetermined by HS code. Exemptions or reduced rates may apply to certain essential medical equipment, but this requires specific approvals.
Freight Charges (Air Freight)Highly Variable (per kg/lb)USD 5 - 20+ per kg depending on origin, urgency, and airline. Converted to SDG at prevailing rates.
Freight Charges (Sea Freight)Highly Variable (per TEU/FEU)USD 1,000 - 5,000+ per container depending on origin and shipping line. Converted to SDG at prevailing rates.
Documentation & Permit Acquisition5,000 - 25,000+Cost of obtaining necessary permits, certificates, and other official paperwork.
Demurrage ChargesVariable (Daily Rate)Accrues daily after free storage period expires. Can be very substantial if clearance is prolonged.

Key Pricing Factors for Customs Clearing & Forwarding of Medical Devices in Sudan:

  • Nature and Classification of Medical Devices: Highly specialized or sensitive medical equipment may incur higher handling and clearance fees due to specific requirements and potential regulatory scrutiny. Misclassification can lead to delays and additional costs.
  • Volume and Weight of Shipment: Larger and heavier shipments generally incur higher freight and handling charges. The number of individual items and their packaging also play a role.
  • Mode of Transportation: Air freight is typically the most expensive but fastest, while sea freight is more economical but takes longer. Land transport might be an option depending on origin and border crossing efficiency.
  • Incoterms: The agreed-upon Incoterms (e.g., FOB, CIF, EXW) will determine who is responsible for various costs and risks during transit, directly impacting the final price the importer pays.
  • Customs Duties and Taxes: These are levied by Sudanese authorities based on the Harmonized System (HS) code of the medical device. Rates can vary significantly and are subject to government policy.
  • Agent's Service Fees: This is the core fee charged by the customs clearing and forwarding agent for their expertise, administrative work, documentation handling, and coordination.
  • Port/Airport Charges: Fees associated with loading, unloading, storage, and handling at the point of entry (e.g., Port Sudan, Khartoum International Airport).
  • Inspection Fees: Some medical devices may require specific inspections by relevant Sudanese regulatory bodies (e.g., Ministry of Health) to ensure compliance and safety.
  • Demurrage and Storage Charges: These accrue if goods are not cleared from the port or airport within the allotted free time, leading to significant additional costs.
  • Documentation and Permits: Costs associated with obtaining necessary import permits, health certificates, and other required documentation.
  • Bank Charges and Transaction Fees: Costs related to international money transfers and local currency conversions.
  • Insurance: While not strictly a customs fee, insurance for the goods during transit is often a mandatory or highly recommended cost factored into the overall import expenses.
  • Political and Economic Stability: Unforeseen events, currency fluctuations, and changes in import policies due to the country's economic or political situation can impact pricing.

Affordable Customs Clearing & Forwarding Coordination Service (Medical Devices) Options

Navigating the complex world of customs clearing and forwarding for medical devices can be a significant undertaking for any healthcare organization. This service is crucial for ensuring timely and compliant delivery of essential medical supplies and equipment. We offer a comprehensive and affordable Customs Clearing & Forwarding Coordination Service specifically tailored for the unique requirements of medical devices. Our goal is to streamline the import and export process, minimize delays, and reduce overall costs through smart strategies and transparent value bundles.

Value BundleDescriptionIncluded ServicesTarget CustomerEstimated Cost Range (USD)
Basic Clearance EssentialsCore customs brokerage for standard medical device imports/exports.Customs declaration, duty & tax calculation, basic document review.Small clinics, research labs, infrequent shipments.$150 - $300 per shipment
Standard Forwarding PackageCombines customs clearing with efficient global freight forwarding.Includes Basic Clearance Essentials plus freight booking, carrier selection, and transit management.Medium-sized hospitals, distributors with regular import needs.$300 - $700 per shipment (excluding freight costs)
Comprehensive Compliance & LogisticsEnd-to-end solution ensuring full regulatory compliance and optimized logistics.Includes Standard Forwarding Package plus specialized regulatory consultation, advanced risk assessment, warehousing coordination, and specialized handling requirements for sensitive medical devices.Large healthcare networks, medical device manufacturers, high-volume importers/exporters.$700 - $1500+ per shipment (customizable based on complexity and volume)
Expedited Clearance & Priority ForwardingFor urgent shipments requiring rapid customs processing and transit.Prioritized document submission, direct liaison with customs authorities, and expedited freight options.Emergency medical supplies, time-sensitive research materials.Add-on fee of 20-40% to standard package rates, depending on urgency.

Key Features of Our Service

  • Expert handling of medical device specific regulations and documentation.
  • Proactive communication and status updates throughout the entire process.
  • Dedicated point of contact for personalized service.
  • Global network of trusted partners for efficient forwarding.
  • Real-time tracking and visibility of shipments.
  • Risk mitigation through thorough pre-clearance checks.

Verified Providers In Sudan

In the challenging healthcare landscape of Sudan, identifying and trusting verified healthcare providers is paramount. Franance Health has established itself as a beacon of reliability and excellence, offering a comprehensive network of credentialed professionals and facilities. This commitment to verification ensures that patients receive safe, effective, and high-quality care. Understanding Franance Health's credentials and their rigorous vetting process illuminates why they represent the best choice for healthcare access in Sudan.

Franance Health Credentialing AspectDescriptionBenefit to Patients in Sudan
Medical Licenses and Certifications VerificationEnsures all healthcare professionals hold valid and current licenses and certifications from recognized Sudanese and international bodies.Guarantees that providers possess the necessary qualifications and are legally permitted to practice, minimizing risks of unqualified care.
Background Checks and Disciplinary Record ReviewThoroughly screens providers for any history of malpractice, disciplinary actions, or criminal offenses related to professional practice.Protects patients by excluding individuals with a history of misconduct, ensuring a safer healthcare environment.
Peer Review and Performance MonitoringRegularly evaluates provider performance through peer reviews and patient feedback mechanisms.Promotes continuous improvement in healthcare delivery and identifies areas for professional development, leading to better patient outcomes.
Facility Accreditation and CompliancePartners with and verifies healthcare facilities that meet stringent national and international standards for hygiene, safety, equipment, and operational efficiency.Ensures that patients receive care in safe, well-equipped, and compliant environments, reducing the risk of hospital-acquired infections and errors.
Specialty and Sub-Specialty Competency ConfirmationVerifies that physicians and specialists have the appropriate training and experience for their declared areas of expertise.Connects patients with the right specialists for their specific medical needs, leading to more accurate diagnoses and effective treatments.

Why Franance Health is the Superior Choice for Healthcare in Sudan:

  • Rigorous Provider Vetting and Credentialing
  • Commitment to Quality and Safety Standards
  • Extensive Network of Accredited Facilities
  • Patient-Centric Approach and Accessibility
  • Transparency and Trustworthiness

Scope Of Work For Customs Clearing & Forwarding Coordination Service (Medical Devices)

This Scope of Work (SOW) outlines the services to be provided by a Customs Clearing and Forwarding (CCF) coordination service for medical devices. The service encompasses all activities necessary to ensure the compliant and efficient import and/or export of medical devices, from origin to destination. This includes, but is not limited to, documentation, customs declarations, regulatory compliance checks, transportation coordination, and liaison with relevant authorities.

Technical DeliverableStandard Specification/RequirementDescriptionMeasurement/Verification
Customs Declaration Accuracy99.5% accuracy on submitted declarationsEnsuring all fields in the customs declaration are correctly populated with accurate Harmonized System (HS) codes, values, and quantities.Post-clearance audits, error rate tracking.
Regulatory Compliance Adherence100% adherence to all applicable medical device regulationsVerification and submission of all necessary licenses, permits, certificates of origin, and conformity assessments as required by importing/exporting countries and medical device regulatory bodies.Audit of documentation, record of compliance checks, regulatory body feedback.
Transit Time EfficiencyAchieve agreed-upon transit times for import/export shipmentsMinimizing delays at customs and during transit through proactive planning, efficient documentation processing, and effective communication with all stakeholders.Shipment tracking data, on-time delivery percentage.
Documentation Completeness and TimelinessAll required documents submitted within 24 hours of shipment arrival/readinessEnsuring all necessary import/export documentation (e.g., commercial invoice, packing list, bill of lading/air waybill, certificates) is complete, accurate, and submitted to customs authorities and other parties within the stipulated timeframe.Document submission logs, timestamps, and confirmation receipts.
Communication and ReportingDaily status updates for active shipmentsProviding regular, clear, and concise updates on shipment status, including customs clearance progress, potential delays, and estimated arrival times.Frequency of reports, content clarity, client satisfaction feedback.
Issue Resolution TimeResolve customs-related issues within 48 hoursPromptly identifying and addressing any customs-related issues, queries, or discrepancies to minimize impact on shipment flow.Log of identified issues and resolution times, effectiveness of resolution.
Cost Management and TransparencyProvide itemized cost breakdowns for all services and dutiesTransparent and detailed reporting of all associated costs, including customs duties, taxes, fees, and service charges.Invoices, cost reconciliation reports, absence of hidden fees.
Data Security and ConfidentialityAdherence to data protection regulations (e.g., GDPR, HIPAA)Ensuring the secure handling and confidentiality of all client and shipment-related data.Security audits, data breach incident reports (if any), adherence to privacy policies.

Key Service Components

  • Pre-shipment documentation review and preparation.
  • Classification and valuation of medical devices for customs purposes.
  • Submission of customs declarations and required permits/licenses.
  • Coordination with customs authorities for inspection and clearance.
  • Arrangement and management of inbound/outbound transportation (air, sea, land).
  • Warehousing and distribution services (if required).
  • Compliance with specific medical device regulations (e.g., FDA, CE marking, local health authority requirements).
  • Risk management and proactive issue resolution.
  • Real-time tracking and communication of shipment status.
  • Post-clearance audit support and record-keeping.

Service Level Agreement For Customs Clearing & Forwarding Coordination Service (Medical Devices)

This Service Level Agreement (SLA) outlines the agreed-upon performance standards for Customs Clearing & Forwarding Coordination services specifically for medical devices. It defines the response times for critical communications and the uptime guarantees for supporting systems and personnel availability.

Service ComponentService Level Objective (SLO)Measurement PeriodRemedy/Credit
Acknowledgement of Urgent Inquiries (Email/Phone - Critical Incidents)Within 30 minutes during Business Hours.Per incidentN/A (Focus on immediate response for critical issues)
Acknowledgement of Routine Inquiries (Email/Phone - Non-Critical)Within 4 business hours during Business Hours.Per incidentN/A
Proactive Notification of Potential Delays/Issues (e.g., documentation errors, regulatory changes)Within 2 business hours of becoming aware of the issue.Per incidentN/A
Availability of Dedicated Customs Brokerage Contact Person99.5% during Business Hours.Monthly5% service credit for every 30 minutes of downtime below 99.5% in a calendar month.
Availability of Core Communication Channels (Phone/Email)99.9% during Business Hours.Monthly2% service credit for every hour of unplanned downtime below 99.9% in a calendar month.
Submission of Accurate Customs Declarations100% accuracy on initial submission (errors leading to rejection or fines are considered a failure).MonthlyWaived fees for the affected shipment's customs clearance if the error is attributed to the service provider and results in penalties or significant delays.
Timely Issuance of Customs Clearance Documents (Post-Approval)Within 2 business hours of receiving all necessary approvals from customs authorities.Per shipmentN/A (Focus on swift turnaround after approval)

Key Performance Indicators (KPIs) and Guarantees

  • Service Scope: This SLA covers the coordination of all customs clearing and forwarding activities required for the import and export of medical devices, including documentation, regulatory compliance liaison, and carrier coordination.
  • Definitions:
    • Business Hours: Monday to Friday, 08:00 to 18:00 local time, excluding public holidays.
    • Critical Incident: Any event that significantly disrupts or prevents the timely customs clearance or forwarding of a medical device shipment, potentially leading to regulatory non-compliance, shipment delays, or significant financial loss.
    • Response Time: The maximum time allowed for acknowledgement of a request or issue.
    • Resolution Time: The maximum time allowed to fully resolve a reported issue.
    • Uptime: The percentage of time a service is available and operational.
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