Frequently Asked Questions

Company

Support

Where is support located?

In the US. Based in Portland, Or and Los Angeles, CA

When is it available and how is the response?

24/7. Our support line is forwarded to our cell phones; we strive to pick up each call, but when that cannot happen, we are committed to return all calls within 15 minutes. The only time we will not be able to meet our 15 minute goal, is if there is an exceptional crisis situation. In that case, we notify our customers through our message system.

Product

Is it Windows-based?

We have two options. Our legacy offering is a Windows-based (Terminal Server) and was originally developed in 1989. It has all of the features of functions to meet any Customs Brokers requirements, with a few exceptions…we call it old faithful.

We have been in development of our web-based solution for three years and it is now released with core functionality.

What is the database?

Our database is Microsoft SQL Server – Enterprise Edition. We recognize that our clients cannot afford down time. With MS SQL, we offer a very stable and scalable architecture which minimizes database issues…a major benefit for our customers and for our customer support team.

Can a client implement the legacy solution and then move to the web-based solution?

Yes. Several of our new clients have selected our web-based solution for the long-run but elected to implement our Windows (legacy) solution first to become familiar with our software while we are completing some of the planned software modules.

Is there a charge to move from your legacy software to the web-based solution?

No. Any of our clients has the option to move to our web-based solution with no charge. The solutions share the same database so there is no data migration necessary. The only change is a new user interface which streamlines the applications for ease of use and efficiency.

What browsers are supported for the web-based software?

We support Chrome and Internet Explorer. The system has also been tested on Firefox and Safari.

Reporting Options

Do you provide custom reports?

We are committed to providing a plethora of reports to meet every customer’s needs. We are happy to write reports suggested by our customers, that can be shared with all our customers at no charge.