ECU client service offered outside of regular business hours

The following are guidelines for clients using the Electronic Commerce Unit's after-hours/weekend/holiday emergency pager service.

An emergency is a situation which prevents clients from transmitting data to the CBSA or receiving data from the CBSA and which cannot wait for resolution until the next business day. 

Pager service is available from 17:00 to 8:00 (North American Eastern time), Monday through Friday.  Please note that the pager is not monitored during business hours.  Pager service is also available on weekends and holidays. 

A Frequently-Asked Questions (FAQ) section has been posted providing clients with solutions to some of the issues that are easy to identify as well as easy to resolve.

Clients are advised to consult the FAQ section before calling the pager:

1. If the client experiences a system problem or slowdown lasting more than an hour but is uncertain of the source of the problem, the procedure is for the client to call the EDI Hotline, press 1 and listen to the recorded message describing the current status of EDI systems.  Whenever the CBSA is alerted of a problem relating to Electronic Data Interchange (EDI), a message is recorded and regularly updated as new information becomes available.  This recorded message may answer the client's question.
2. If all systems are functioning normally, the next step is for the client to contact their service provider, if applicable, to determine if they are experiencing system problems.
3. Also, clients must allow the following time frame for CBSA to review the transaction and render a decision:
   • Post arrival service option: 1 hour
   • PARS service option: 1 hour prior to ETA – clients should check the ETA on the release data
   • Clients should keep in mind that release decisions may take longer for transactions that relate to ACI marine or air cargo.

NOTE: CADEX and CUSDEC questions are not considered after-hours emergency situations.

If after reviewing the steps outlined in 1, 2 and 3, clients still have a situation requiring assistance, then clients may contact the ECU's pager.

Related topics:

• Information clients are required to have when calling the EDI Hotline