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11.0 Problem reporting and resolution
In the event the exporter or CSP discovers a system and/or procedural problem, the exporter or CSP should contact the TCCU. Contact information can be accessed through the (This will be available in the subsequent version of the ECCRD) of the CBSA website, as well as page one of this document. The TCCU will perform a preliminary assessment and if necessary will log the information in a problem file.
After an initial analysis, the CBSA may forward a clarification request to the exporter or CSP should additional information be required.
If the problem is determined to be within the CBSA system, all relevant data will be compiled and analyzed after which a solution will be determined, tested and implemented.
If the problem is determined to be within the exporter’s or CSP’s environment, it will be the responsibility of the exporter or CSP to identify the problem area and implement a solution.
11.1 Back-up provisions
The CBSA will keep a backup of all submissions received through the CERS Portal. Similarly, exporters must keep a copy of all documents submitted to the CBSA.
Note: As stipulated in the Customs Act, exporters are legally responsible for maintaining their books and records, including electronic Export Document submissions, for a period of six years following the exportation of the commercial goods. The CERS Portal is not a record-keeping system.
11.2 Contingency plan in the event of system failure
In the event of an outage in either the CBSA’s or the exporter’s systems, or the public Internet, each party must make all efforts to continue normal communications and to restore their systems to normal operating condition as soon as is reasonably possible.
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