CBP Announces Creation of New ACE Portal Support Center
U.S. Customs and Border Protection (CBP) has issued an ABI administrative message announcing the creation of a new Portal Support Center effective June 27, 2005. CBP states that the recommendation for a business help desk to support the growing number of users came from the Trade Support Network (TSN) and the Automated Commercial Environment (ACE) accounts. The Portal Support Center will also support truck carriers who want to use the ACE Secure Data Portal to file their electronic truck manifests.
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Portal Support Center should be fully staffed by end of July. Initially, the Portal Support Center will be staffed by CBP from 8:00 a.m.-4:30 p.m. EDT, Monday through Friday, except government holidays. CBP states that the Portal Support Center should be fully staffed by the end of July 2005. Once fully staffed the hours will expand to 8:00 a.m. - 8:00 p.m. EDT, Monday through Friday. Voice mail will be available after hours and in the event that the staff is assisting others.
Portal Support Center will not replace ACE Help Desk. CBP notes that the Portal Support Center is available to answer questions regarding ACE functionality for all ACE accounts and users. According to CBP, the Portal Support Center will not replace the existing ACE Help Desk for technical questions.
CBP has provided the following examples to help guide the trade community on contacting either the Portal Support Center or ACE Help Desk.
Examples of the types of questions that should be asked the Portal Support Center:
What report can be run to find the total amount of duties, taxes, and fees paid last year?
Can an entry type 08 be paid on a period monthly statement?
How do I add an additional business view to my account?
Should I use "other" as the equipment type if I do not see mine in the equipment list?
Examples of the types of questions that should be asked the ACE Help Desk:
Why have my quick views disappeared?
What is a shared secret?
When I run the report, I do not see all of my shipments for the year. The value is too low.
To contact the Portal Support Center call (703) 921-6000 or 1-800-927-8729, Option 4, Option 6, Option 2.
To contact the ACE Help Desk, call (703) 921-6000 or 1-800-927-8729 Option 4, Option 6, Option 1
CBP ABI message (Adm: 05-0718, dated 06/28/05) available at http://www.brokerpower.com/cgi-bin/adminsearch/admmsg.view.pl?article=2005/2005-0718.ADM.