On demand
Case by case. For teams that manage the system themselves and want backup.
Support
Support that knows the configuration
A disruption in a customs process is not a ticket but stalled work. When Flow29 already knows the configuration, support can begin from the technical and process context. For a new environment, Flow29 starts by documenting that context.
| User support | Questions about daily use, screens and working methods. |
| Incident analysis | Establishing where the issue originates and who owns the resolution. |
| Recurring problems | Pattern recognition across multiple reports. |
| Interfaces and mapping | Analysis of where data changes or disappears in transit. |
| Escalation | An agreed route to the supplier or IT, with substantiation. |
| Improvement | Translating reports into changes in configuration or tooling. |
Forms of support
Ongoing
Availability and response arrangements agreed per engagement and recorded in writing.
Management and improvement
Management of configuration and tooling, with ongoing improvement. Scope and boundaries are agreed per engagement. Declaration work stays with your own staff.
Availability, responsibilities and response arrangements are agreed per engagement. The support model depends on the environment, system access, documentation, responsibilities, supplier involvement, urgency and the availability required.
Discuss your situation
Tell us what is going on. Flow29 will assess whether implementation, support, process improvement or Customs Tooling can help.