The ComplianceExpertiseCenter (CEC)

The CEC is comprised of a team of specialists who support a variety of applications including:

•Descartes IMPORT 2000 AMS

•Descartes IMPORT 2000 ACE 4 Truck

•Descartes IMPORT 2000 ACI

•Descartes IMPORT 2000 Suite

•Descartes IMPORT 2000 ISF

•Descartes EXPORT 2000

At the CEC, we measure our success by how satisfied our customers are. We strive to deliver high quality and continuously seek to improve support for our products. We focus on prompt and accurate responses, delivered in a friendly and courteous manner.

Contacting the Regulatory Expertise Center

Support is available 7 days a week, 24 hours a day, 365 days a year.

You can access the CEC through telephone or email.

For urgent matters, we recommend directly calling the CEC at the following numbers:

Telephone Support:

North America(+1) 877 786 9339 (choose option 4)

Outside North America(+1) 800 7866 3390 (choose option 4)

For less urgent matters, please contact us via email:

Email Support:

Before You Contact Us

For theCEC to make asuccessful diagnosis, take a moment to gather the following information about your issue.

  • What is your contact information?
  • What Descartes product are you using, including its version?
  • What URL, user name and password are you using if logging onto a Descarteshosted site?
  • What is the exact nature of the problem? Is it repeatable or random?
  • What is the relevant reference data (House Bill, Master Bill, Vessel, and Voyage Number) associated with the problem?
  • What is the exact wording of the error message?
  • What steps are taken to encounter the problem?
  • What steps have been taken already to resolve the problem?
  • What other information may be helpful? Have any changes been made to yourenvironment (system maintenance, new software, software or OS upgrades)?
  • Wherever possible save error messages and screenshots to a file or document and email them to us.

Work Order Numbers

Each support request is immediately entered into the Descartes call tracking system and is assigned a work order number. Your support representative will give you this number. We request that you use it to reference your specific request in future discussions with us.

Remember to reference this work order number in all contact withthe CEC regarding this request. Place it in thesubject line of your emails.

Do not use the same work order number to report a new issue. Each issue must have a unique number. Reporting new issues under an existing work order number may delay the resolution of your issue.