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Verified Service Provider in Tanzania
Customs Clearing & Forwarding Coordination Service (Medical Devices) in Tanzania
Engineering Excellence & Technical Support
Customs Clearing & Forwarding Coordination Service (Medical Devices) High-standard technical execution following OEM protocols and local regulatory frameworks.
Streamlined Medical Device Importation
Leverage our expert customs clearing and forwarding coordination to navigate Tanzanian import regulations for medical devices. We ensure swift and compliant clearance, minimizing delays and maximizing product availability for healthcare providers.
Specialized Handling & Compliance
Our deep understanding of medical device specific import requirements, including pre-shipment inspections, licensing, and adherence to Tanzanian health authority regulations, guarantees the integrity and safe passage of your sensitive cargo.
End-to-End Logistics Management
From port of entry to final delivery across Tanzania, our integrated coordination service manages all aspects of your medical device logistics. We optimize transit routes, manage documentation, and provide real-time tracking for unparalleled transparency and efficiency.
What Is Customs Clearing & Forwarding Coordination Service (Medical Devices) In Tanzania?
Customs Clearing and Forwarding Coordination Service (Medical Devices) in Tanzania refers to a specialized logistical and administrative function that facilitates the smooth and compliant importation and exportation of medical devices through Tanzanian customs borders. This service encompasses the comprehensive management of all procedures, documentation, and interactions required by Tanzanian Customs and other relevant regulatory bodies (e.g., Tanzania Food and Drugs Authority - TFDA) for the clearance of medical devices.
| Who Needs This Service? | Typical Use Cases | |||||
|---|---|---|---|---|---|---|
| Medical Device Manufacturers: Seeking to import their products into Tanzania for sale or distribution. | Medical Device Importers & Distributors: Establishing a supply chain for medical devices within Tanzania. | Healthcare Institutions (Hospitals, Clinics): Importing specialized medical equipment directly or through third-party procurement. | Non-Governmental Organizations (NGOs) & Humanitarian Aid Organizations: Importing medical supplies and equipment for health programs. | Research & Development Institutions: Importing novel medical devices for clinical trials or research purposes. | Exporters of Tanzanian-Made Medical Devices: Shipping locally manufactured medical devices to international markets. | Government Agencies: Procuring medical devices for public health initiatives. |
| Routine importation of common medical supplies (e.g., syringes, gloves, bandages). | Importation of complex medical equipment (e.g., MRI scanners, X-ray machines, surgical robots) requiring specialized handling and regulatory approval. | Importation of diagnostic kits and reagents. | Expedited clearance of urgent medical devices during health emergencies. | Re-exportation of temporarily imported medical devices after use or repair. | Consignment of medical devices with specific storage requirements (e.g., temperature-controlled environments). | Importation of clinical trial materials requiring adherence to specific protocols and documentation. |
Key Components of the Service
- Customs Documentation & Declaration: Preparing, submitting, and managing all necessary import/export declarations and supporting documents to Tanzanian Customs, ensuring adherence to Harmonized System (HS) codes specific to medical devices.
- Regulatory Compliance & Approvals: Coordinating with the Tanzania Food and Drugs Authority (TFDA) for product registration, import permits, and pre-arrival notifications for medical devices, ensuring all regulatory prerequisites are met.
- Tariff Classification & Duty/Tax Calculation: Accurately classifying medical devices according to the Tanzanian Customs Tariff and calculating applicable duties, taxes, and levies (e.g., VAT, excise duty, import duty).
- Cargo Inspection & Verification: Arranging and facilitating physical inspections of medical devices by Customs officials and other authorized agencies to verify declared information against the actual consignment.
- Port/Airport Handling & Storage Coordination: Liaising with port authorities, airport operators, and warehousing facilities to ensure efficient handling, temporary storage, and timely release of medical devices.
- Freight Forwarding & Transportation Arrangement: Coordinating the onward transportation of cleared medical devices from the port of entry to their final destination within Tanzania, or arranging for their export to international destinations.
- Customs Clearance Expertise: Providing specialized knowledge of Tanzanian customs laws, regulations, and procedures relevant to medical devices, mitigating risks of delays, penalties, and seizures.
- Liaison with Stakeholders: Acting as the primary point of contact between the importer/exporter, Tanzanian Customs, TFDA, freight carriers, and other relevant government agencies.
- Risk Management & Problem Resolution: Proactively identifying potential customs clearance issues and developing strategies for their resolution, including handling of detentions, queries, and appeals.
Who Needs Customs Clearing & Forwarding Coordination Service (Medical Devices) In Tanzania?
Customs clearing and forwarding coordination services are crucial for any entity involved in the import and export of medical devices in Tanzania. These services ensure smooth, compliant, and efficient movement of goods across borders, navigating complex customs regulations, documentation, and logistical challenges. For medical devices, this coordination is particularly vital due to stringent quality control, licensing, and handling requirements. The process involves ensuring all necessary permits, licenses (e.g., from the Tanzania Food and Drugs Authority - TFDA), and customs declarations are accurate and submitted on time, facilitating timely delivery to end-users and preventing costly delays and potential penalties.
| Target Customer Segment | Key Departments Involved |
|---|---|
| Medical Device Manufacturers (Local & International) | Sales & Marketing, Logistics & Supply Chain, Regulatory Affairs |
| Importers & Distributors of Medical Devices | Procurement, Logistics & Supply Chain, Finance, Regulatory Affairs |
| Hospitals & Healthcare Facilities | Procurement/Purchasing, Biomedical Engineering, Clinical Departments, Administration |
| Government Ministries (e.g., Ministry of Health) | Procurement Departments, Medical Stores Department (MSD), Regulatory Bodies (e.g., TFDA) |
| NGOs & International Aid Organizations | Procurement, Logistics, Project Management, Compliance Officers |
| Research Institutions & Laboratories | Procurement, Research Coordinators, Lab Managers |
Who Needs Customs Clearing & Forwarding Coordination Service (Medical Devices) in Tanzania?
- Manufacturers of medical devices seeking to introduce their products into the Tanzanian market.
- Importers and distributors of medical devices who regularly bring a variety of products into the country.
- Hospitals and healthcare facilities (public and private) that procure medical devices internationally or from local distributors.
- Government ministries and agencies responsible for healthcare procurement and regulation.
- Non-governmental organizations (NGOs) and international aid organizations involved in healthcare projects and the donation of medical equipment.
- Research institutions and laboratories requiring specialized medical devices for their work.
- Companies involved in the re-export or transit of medical devices through Tanzania.
- Logistics providers and freight forwarders who may not have specialized expertise in medical device customs procedures.
Customs Clearing & Forwarding Coordination Service (Medical Devices) Process In Tanzania
This document outlines the workflow for Customs Clearing and Forwarding Coordination Services specifically for medical devices in Tanzania, from the initial inquiry to the final execution. The process is designed to ensure efficient and compliant handling of medical devices through Tanzanian customs, adhering to relevant regulations and ensuring timely delivery. It involves multiple stakeholders including the importer, customs authorities, the clearing and forwarding agent, and potentially other government agencies. The complexity often stems from the specific nature of medical devices which may require specialized permits, inspections, and storage conditions.
| Stage | Description | Key Activities | Responsible Parties | Documentation / Requirements | Potential Challenges / Considerations |
|---|---|---|---|---|---|
| Initial Inquiry & Information Gathering | The process begins with the importer seeking services from a customs clearing and forwarding agent. | Client contacts agent, agent requests detailed information about the shipment, goods, origin, destination, and any specific requirements. | Importer, Clearing & Forwarding Agent | Proforma Invoice, Packing List, Commercial Invoice (if available), Bill of Lading/Air Waybill, HS Codes, nature of goods (specific medical device type). | Misunderstanding of requirements, lack of detailed product information, delays in initial response. |
| Documentation Preparation & Submission | The agent compiles all necessary documents for customs clearance and other regulatory bodies. | Agent reviews submitted documents, prepares customs declaration forms, procures necessary permits/licenses (e.g., TFDA registration/import permit for medical devices). | Clearing & Forwarding Agent, Importer, Relevant Government Agencies (e.g., TFDA - Tanzania Food and Drugs Authority, TBS - Tanzania Bureau of Standards) | Commercial Invoice, Packing List, Bill of Lading/Air Waybill, Certificate of Origin, TFDA Import Permit/Registration Certificate, Quarantine certificates (if applicable), other specific product certifications. | Incomplete or incorrect documentation, delays in obtaining TFDA permits, changes in import regulations. |
| Customs Declaration & Valuation | The agent submits the customs declaration to the Tanzania Revenue Authority (TRA) and undergoes valuation. | Filing of the Single Administrative Document (SAD) form, provision of all supporting documents, TRA assesses the declared value of the goods. | Clearing & Forwarding Agent, Tanzania Revenue Authority (TRA) | SAD form, Commercial Invoice, Packing List, Bill of Lading/Air Waybill, Certificate of Origin, any other required permits/certificates. | Disagreements on valuation, incorrect HS code classification, delays in TRA processing. |
| Examination & Inspection (if required) | TRA may select shipments for physical examination or require specific inspections based on the nature of the goods. | Physical verification of goods against documents, specialized inspections by TFDA or TBS for medical devices to ensure compliance with standards and safety. | TRA, TFDA, TBS, Clearing & Forwarding Agent, Importer | All previously submitted documentation, physical access to the cargo. | Delays due to inspector availability, specific storage requirements for medical devices during inspection, potential for goods to be re-packed or re-labeled. |
| Duty & Tax Assessment & Payment | TRA calculates the applicable duties, taxes, and levies based on the declared value and HS code. | Agent receives assessment notice from TRA, processes payment of all import duties, VAT, excise duty (if applicable), and other levies. | Clearing & Forwarding Agent, Importer, Tanzania Revenue Authority (TRA) | TRA Assessment Notice, payment receipts. | High duty/tax rates, unforeseen charges, delays in payment processing. |
| Release of Goods | Upon satisfactory clearance and payment, TRA authorizes the release of the goods. | Agent obtains customs release order, coordinates with port/airport authorities for physical collection of the cargo. | TRA, Clearing & Forwarding Agent, Port/Airport Authorities | Customs Release Order, payment confirmation. | Delays in port/airport procedures, demurrage charges if not collected promptly. |
| Delivery & Post-Clearance | The agent arranges for the transportation of the cleared goods to the importer's designated location. | Coordinate transportation, delivery to client's warehouse, final handover of goods, settlement of any outstanding agent fees. | Clearing & Forwarding Agent, Importer, Transporter | Delivery Order, signed receipt of goods. | Inadequate transportation infrastructure, damages during transit, final reconciliation of invoices. |
Key Stages in Customs Clearing & Forwarding Coordination (Medical Devices) in Tanzania
- Initial Inquiry & Information Gathering
- Documentation Preparation & Submission
- Customs Declaration & Valuation
- Examination & Inspection (if required)
- Duty & Tax Assessment & Payment
- Release of Goods
- Delivery & Post-Clearance
Customs Clearing & Forwarding Coordination Service (Medical Devices) Cost In Tanzania
Navigating the customs clearance and forwarding of medical devices in Tanzania involves a complex process with varying costs. These expenses are influenced by several critical factors. Understanding these elements is crucial for accurate budgeting and ensuring a smooth logistical operation. The primary goal is to facilitate the efficient and compliant entry of vital medical equipment and supplies into the country, minimizing delays and associated financial burdens.
| Service Component | Estimated Cost Range (TZS) | Notes |
|---|---|---|
| Customs Brokerage Fee (per shipment) | 150,000 - 1,000,000+ | Varies based on shipment value, complexity, and agent's service package. |
| Import Duties (as % of CIF value) | 0% - 25% | Dependent on HS code. Essential medical equipment may have exemptions or lower rates. Consult current Tanzania Revenue Authority (TRA) tariffs. |
| Value Added Tax (VAT) | 18% | Charged on CIF value + import duty. Exemptions may apply for specific medical items. |
| TFDA Permit/License Fees | 50,000 - 500,000+ | Varies based on the type of medical device. Renewal fees may apply. |
| Port Charges/Handling Fees (Sea Freight) | 200,000 - 1,500,000+ | Depends on container size, weight, and specific port tariffs. Includes terminal handling, documentation, etc. |
| Airport Charges/Handling Fees (Air Freight) | 100,000 - 750,000+ | Based on weight, volume, and specific airport tariffs. |
| Local Transportation (Port to Destination) | 100,000 - 800,000+ | Depends on distance, type of vehicle, and accessibility. Specialized transport for sensitive equipment will be higher. |
| Storage Fees (if applicable) | 20,000 - 100,000+ per day | Varies by warehouse provider, duration, and storage conditions. |
| Insurance (typically % of CIF value) | 0.5% - 2% | Covers potential loss or damage during transit. |
| Miscellaneous Fees (e.g., bank charges, courier) | 50,000 - 200,000+ | An allocation for unforeseen minor expenses. |
Key Pricing Factors for Customs Clearing & Forwarding of Medical Devices in Tanzania:
- Nature and Value of Medical Devices: The type, complexity, and declared value of the medical devices significantly impact costs. High-value or specialized equipment may require more thorough inspections, specialized handling, and potentially higher insurance premiums.
- Import Duties and Taxes: Tanzania levies import duties, Value Added Tax (VAT), excise duty (where applicable), and other levies on imported goods. The specific rates depend on the Harmonized System (HS) code assigned to the medical device. Exemptions or reduced rates may apply to certain essential medical equipment, but this requires proper documentation and application.
- Port of Entry and Exit: Costs can vary depending on whether the goods arrive by air (e.g., Julius Nyerere International Airport - JNIA, Kilimanjaro International Airport - KIA) or sea (e.g., Dar es Salaam Port). Air freight is generally more expensive but faster, while sea freight is more economical for larger shipments but takes longer.
- Freight and Transportation Costs: This includes the cost of shipping the medical devices to Tanzania, as well as local transportation from the port of entry to their final destination within the country. Distance, accessibility, and mode of transport (truck, van) play a role.
- Customs Brokerage Fees: These are fees charged by the licensed customs clearing agent for their services, which include preparing and submitting all necessary documentation, liaising with customs authorities, and ensuring compliance with all regulations.
- Documentation and Permits: Obtaining all required import permits, licenses (e.g., from the Tanzania Food and Drugs Authority - TFDA), and health certificates can incur administrative fees and processing times.
- Inspection and Quarantine Fees: Depending on the nature of the medical devices and origin, inspections by relevant authorities (e.g., TFDA) and potential quarantine periods may incur additional charges.
- Warehouse and Storage Fees: If the medical devices need to be stored at the port or a bonded warehouse before or after clearance, storage charges will apply.
- Insurance: Insuring the shipment against loss or damage during transit is a crucial cost factor, especially for valuable medical equipment.
- Complexity of Shipment: Shipments requiring special handling (e.g., temperature-controlled units, oversized equipment), or those with multiple components, will likely incur higher costs.
- Timeliness and Urgency: Expedited clearance services for urgent medical supplies will typically come with a premium.
- Clearing Agent's Experience and Reputation: More experienced and reputable clearing agents may command higher fees, but they often offer more efficient and reliable services, minimizing the risk of costly delays and penalties.
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 coordination. Our service is designed to be affordable, transparent, and tailored to the unique needs of medical device companies. We offer flexible value bundles and strategic cost-saving measures to ensure your medical devices reach their destination smoothly and economically.
| Value Bundle | Description | Included Services | Estimated Price Range (USD) | Cost-Saving Strategies |
|---|---|---|---|---|
| Basic Clearance | Essential customs clearance for standard shipments. | Customs declaration, duty & tax calculation, import/export license verification (basic). | $150 - $300 per shipment | Pre-submission of documentation, bulk shipment consolidation. |
| Standard Coordination | Comprehensive coordination for routine medical device shipments. | All Basic Clearance features + Shipper/consignee communication, basic inland transport arrangement, document archiving. | $300 - $600 per shipment | Long-term contracts, optimized routing, volume discounts. |
| Premium Compliance Bundle | All-inclusive solution for complex and high-value medical device shipments requiring stringent compliance. | All Standard Coordination features + Pre-clearance consultations, specialized regulatory advice, insurance coordination, advanced tracking, temperature-controlled logistics planning. | $600 - $1200+ per shipment (volume/complexity dependent) | Early engagement in supply chain planning, strategic warehousing, proactive risk assessment. |
| Customized Solutions | Tailored packages based on your specific business needs and shipment volumes. | Flexible inclusions based on client requirements. | Quotation provided upon consultation. | Negotiated rates for high-volume clients, integrated technology solutions, process automation. |
Key Features of Our Affordable Customs Clearing & Forwarding Coordination Service:
- Expertise in medical device regulations and compliance
- Streamlined documentation processing
- Proactive communication and status updates
- Dedicated account management
- Global network of trusted partners
- Real-time tracking and visibility
Verified Providers In Tanzania
In Tanzania's growing healthcare landscape, identifying reliable and high-quality medical providers is paramount for individuals seeking the best care. Franance Health stands out as a leader, meticulously vetting and credentialing healthcare facilities and practitioners across the nation. This rigorous process ensures that their network comprises only verified providers who meet stringent standards for clinical excellence, patient safety, and ethical practice. Choosing a Franance Health-credentialed provider means opting for a healthcare experience built on trust, expertise, and a commitment to your well-being.
| Franance Health Credentialing Area | What it Entails | Benefit to Patients |
|---|---|---|
| Clinical Competence | Assessment of medical expertise, diagnostic accuracy, and treatment efficacy. | Patients receive accurate diagnoses and effective treatments from skilled professionals. |
| Facility Standards | Evaluation of equipment, hygiene, infrastructure, and accessibility. | Safe, clean, and well-equipped facilities for a comfortable and secure experience. |
| Staff Qualifications | Verification of medical licenses, certifications, and ongoing professional development. | Care is delivered by qualified and up-to-date healthcare practitioners. |
| Patient Rights & Responsibilities | Adherence to patient privacy, informed consent, and clear communication protocols. | Respect for patient autonomy and transparent communication throughout the care journey. |
| Emergency Preparedness | Assessment of protocols and resources for handling medical emergencies. | Reliable response and care in critical situations. |
Why Franance Health Credentials Matter:
- Uncompromising Quality Standards: Franance Health employs a multi-faceted evaluation process that scrutinizes clinical protocols, infrastructure, and the qualifications of medical professionals.
- Patient Safety First: Verification includes a deep dive into safety measures, infection control practices, and the overall patient experience to minimize risks.
- Ethical Practice Assurance: Franance Health ensures that all credentialed providers adhere to the highest ethical guidelines and professional conduct.
- Access to Trusted Expertise: By partnering with Franance Health, patients gain access to a network of specialists and facilities renowned for their knowledge and experience.
- Peace of Mind: Knowing you are receiving care from a Franance Health-verified provider offers significant reassurance and reduces the stress associated with seeking medical attention.
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 for Medical Devices. The service provider will be responsible for managing and coordinating all aspects of customs clearance and forwarding of medical device shipments to ensure timely, compliant, and efficient delivery to designated destinations. This includes pre-arrival preparation, customs documentation, duty and tax management, liaison with customs authorities and other regulatory bodies, and coordination of onward transportation. Strict adherence to relevant national and international regulations governing the import and export of medical devices is paramount.
| Technical Deliverable | Description | Standard Specifications / Requirements |
|---|---|---|
| Customs Declaration Forms | Accurate and complete submission of all required customs declaration forms (e.g., Import Declaration Form, Export Declaration Form) in the prescribed format and by the specified deadlines. | Compliance with local customs authorities' electronic submission requirements. Accuracy rate of 99% or higher for all data points. Adherence to specific requirements for medical devices, including classification codes (HS codes) and valuation methods. |
| Import/Export Permits & Licenses | Verification, submission, and tracking of all necessary permits, licenses, and certificates required for the import/export of medical devices. | Confirmation of valid permits prior to shipment. Digital copies of all permits readily available. Adherence to timelines for obtaining and renewing licenses. Compliance with specific regulatory body requirements (e.g., FDA, EMA, local health ministries). |
| Invoices and Packing Lists | Ensuring all commercial invoices and packing lists are accurate, complete, and conform to international trade standards and customs requirements. | Invoices must include detailed product descriptions, quantities, unit prices, total values, currency, and origin of goods. Packing lists must accurately reflect the contents of each package, including net and gross weights, dimensions, and package markings. Compliance with Incoterms. |
| Bill of Lading/Air Waybill Management | Coordination and verification of Bills of Lading (for sea freight) or Air Waybills (for air freight) to ensure all details are correct and reflect the actual shipment. | Accurate carrier information, consignee/consignor details, shipment description, port of loading/discharge, and destination. Availability of original or electronic copies as required by customs and banks. Verification against shipping documents. |
| Duty and Tax Calculation & Payment | Accurate calculation of applicable customs duties, taxes, and fees, followed by timely payment to the relevant authorities. | Utilization of current tariff schedules and tax rates. Transparent breakdown of all calculated charges. Reconciliation of payments with customs authorities within specified timelines. Compliance with any applicable duty relief or preferential trade agreements. |
| Regulatory Compliance Reports | Regular reports detailing compliance status for all shipments, highlighting any potential or actual compliance issues and their resolution. | Monthly/quarterly reports on regulatory compliance for all managed shipments. Documentation of any non-compliance issues, corrective actions taken, and their outcomes. Evidence of adherence to specific medical device regulations (e.g., UDI, MDR, IVDR). |
| Shipment Tracking and Status Updates | Provision of real-time tracking information and regular status updates on all shipments throughout the clearing and forwarding process. | A dedicated online portal or regular email/report updates providing shipment location, estimated time of arrival (ETA), customs clearance status, and any delays. Response time for tracking queries within 2 business hours. Accuracy of tracking data. |
| Customs Inspection Coordination | Facilitation and coordination of any required customs inspections or examinations of medical device shipments. | Prompt scheduling of inspections upon notification. Presence of a representative during inspections if required. Proactive communication of inspection outcomes and any necessary follow-up actions. Minimizing disruption to transit times. |
| Post-Clearance Audit Support | Provision of all necessary documentation and support for any post-clearance audits by customs authorities. | On-demand retrieval and provision of all relevant customs clearance documentation within 48 hours. Assistance in responding to audit queries from customs officials. Maintaining a comprehensive and organized archive of all customs documents for a minimum of 5 years. |
| Invoice and Billing Accuracy | Accurate and itemized invoicing for all services rendered, with clear breakdowns of costs. | Invoices should reconcile with the agreed-upon pricing structure. All charges clearly explained. Compliance with payment terms. Dispute resolution process for any billing discrepancies within 5 business days. |
Key Service Components and Deliverables
- Pre-clearance & documentation preparation: Verification of all required import/export permits, licenses, and certificates (e.g., FDA, CE, local health authority approvals, Free Sale Certificates). Preparation and submission of all necessary customs declaration forms, invoices, packing lists, and bills of lading/air waybills.
- Customs clearance execution: Efficient processing of customs declarations, payment of duties and taxes, and facilitation of inspections or examinations by customs authorities. Proactive communication and resolution of any discrepancies or issues that may arise during the clearance process.
- Regulatory compliance management: Ensuring all shipments comply with the specific import/export regulations for medical devices in both origin and destination countries. This includes adherence to labeling, packaging, and serialization requirements.
- Freight forwarding coordination: Arranging and managing the movement of goods from the point of origin to the final destination, including booking of freight, selecting appropriate transportation modes, and ensuring safe and secure transit.
- Liaison with authorities & stakeholders: Acting as the primary point of contact with customs officials, border agencies, health authorities, and other relevant government bodies. Maintaining effective communication with shipping lines, airlines, trucking companies, and the consignee/consignor.
- Status reporting & tracking: Providing regular and accurate updates on the status of shipments, including transit times, customs clearance progress, and any potential delays. Implementing robust tracking systems for real-time visibility.
- Post-clearance activities: Managing any necessary post-clearance adjustments, refunds, or audits. Ensuring proper record-keeping and archival of all customs-related documentation.
- Risk management & mitigation: Identifying potential risks associated with customs clearance and forwarding of medical devices and implementing strategies to mitigate these risks.
- Cost management & optimization: Providing competitive pricing for services and identifying opportunities for cost savings without compromising service quality or compliance.
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 provided to clients dealing with medical devices. This service is critical for ensuring timely and compliant movement of sensitive medical equipment and supplies across borders. The following provisions define the expected performance standards and remedies for non-compliance.
| Service Component | Availability (Uptime) Guarantee | Response Time Guarantee (Critical Incidents) | Response Time Guarantee (Non-Critical Incidents) | Resolution Time Guarantee (Critical Incidents) | Resolution Time Guarantee (Non-Critical Incidents) |
|---|---|---|---|---|---|
| Customs Declaration Submission & Verification | 99.9% | 1 hour | 4 business hours | 4 hours | 1 business day |
| Documentation Management & Compliance Checks | 99.9% | 1 hour | 4 business hours | 4 hours | 1 business day |
| Liaison with Customs Authorities & Regulatory Bodies | 99.9% | 1 hour | 4 business hours | 4 hours | 1 business day |
| Forwarding Coordination (Shipment Tracking & Updates) | 99.9% | 1 hour | 4 business hours | 4 hours | 1 business day |
| Communication & Status Updates | 99.9% | 30 minutes | 2 business hours | 2 hours | 8 business hours |
Service Commitments
- Scope: This SLA applies to all customs clearing and forwarding coordination activities specifically related to the import and export of medical devices, including but not limited to finished medical devices, raw materials for medical device manufacturing, and associated components.
- Service Hours: The Service is available 24 hours a day, 7 days a week, 365 days a year, except during scheduled maintenance periods.
- Definitions:
* **Incident:** Any event that disrupts or degrades the availability or performance of the Service, preventing the client from performing their critical customs clearance or forwarding operations.* **Response Time:** The maximum time elapsed between the submission of a valid support request by the client and the initial acknowledgment and commencement of troubleshooting by the Service Provider.* **Resolution Time:** The maximum time elapsed between the initial acknowledgment of an Incident and the restoration of the Service to its operational state.* **Uptime:** The percentage of time the Service is available and functioning as intended.* **Scheduled Maintenance:** Pre-announced periods during which the Service may be temporarily unavailable for system updates, upgrades, or preventive maintenance.* **Force Majeure:** Events beyond the reasonable control of either party, including but not limited to acts of God, war, terrorism, natural disasters, pandemics, and government actions.
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