You will receive the same high level of service that we offer to all Portbase customers. (hier iets afgeweken van brontekst)
Portbase is broadly supported by the port business community. A shared ambition is to make and keep the logistics chains of the Dutch ports as attractive as possible via the Port Community System (PCS). Portbase facilitates the secure sharing of data between companies and the exchange of data with government bodies in order to operate faster, more efficiently and more cost-effectively.
You can expect the following from Portbase in that respect:
Availability
The Portbase services are available for use 24/7, with the exception of scheduled periodic maintenance.
PCS availability
The current availability* of the PCS is 99.95%.
*Availability is calculated as a percentage of the time that the service is available. This means that the unavailability of the PCS during announced maintenance times is not included in the calculation of the actual availability.
Planned maintenance
At most 6 times a year, Portbase schedules moments during which major maintenance can be performed on (parts of) the PCS. The starting pointy is to perform maintenance with the least possible degree of inconvenience to customers. During each maintenance moment, the PCS cannot be reached for a maximum of eight hours. We will publish maintenance moments at least two weeks in advance via status.portbase.com.
Disruptions
Portbase ensures the continuity of the service provision to the best of its ability. We will resolve unexpected problems or disruptions as quickly as possible. In the event of a disruption in a Portbase service, we act in accordance with the applicable back-up procedures in order to be able to continue working. View here how we operate and what the options are in the event of disruptions.
Insight into disruptions
Although the availability of the Portbase services is high at 99.95%, every disruption is one too many. Portbase wants to be completely open and transparent in this regard. You can therefore easily check the current availability of the PCS and all Portbase services 24/7 via the website status.portbase.com. If your digital process is disrupted, you can see at a glance whether the cause might possibly lie with Portbase. The website will also inform you about planned maintenance.
Important: You can subscribe to automatic outage notifications through status.portbase.com. You can indicate which services you wish to receive information about and through which channel: e-mail, SMS, RSS feed or webhook. Our ambition with this is to provide you with optimal information and support at all times.
As a user, you are probably already logged in. Are you not a user, have you logged out or are you a new customer? Then you can manually subscribe.
Response times
What response times can you expect from the Portbase web screens:
• Screens that support your normal, operational day-to-day process should have a response time of no more than 3 seconds for 90% of all queries. A prerequisite in that respect is that you use the screens with the recommended default (filter) settings.
• Screens that you use occasionally (for example to request archive data) may have different, (longer) response times.
Instructie/gebruik
Portbase Support is de centrale plek op het web voor alle vragen over het werken met de Portbase-services. U vindt er instructievideo’s, snelle handleidingen, veelgestelde vragen en nog veel meer dat u helpt voor een goed gebruik van de Portbase-services. Komt u er toch niet uit? Op Portbase Support vindt u ook alle opties voor contact met onze Customer Service.
Customer Service
Het Customer Service-team van Portbase staat 24/7 voor u klaar. Tijdens kantooruren zijn wij bereikbaar van 08.00 tot 18.00 uur via telefoonnummer +31 (0)88 625 25 25 of per e-mail via servicedesk@portbase.com.
Urgente meldingen buiten kantooruren meldt u direct bij onze piketmedewerker. Deze medewerker is alleen telefonisch bereikbaar via het piketnummer +31 (0)6 51 88 44 56. E-mailberichten tijdens de piketdienst worden alleen gelezen als u dit telefonisch met de piketmedewerker heeft afgestemd.
De dienstdoende piketmedewerker zal uw melding registreren en afhandelen. Mocht uw oproep niet direct worden beantwoord, dan wordt u binnen 30 minuten teruggebeld.
Afhandeling vragen/meldingen
Om ervoor te zorgen dat uw vragen/meldingen efficiënt worden afgehandeld, werken wij met een prioriteringssysteem. Lees hier het proces dat uw vraag of melding doorloopt. U ontvangt meerdere malen een berichtgeving om u op de hoogte te houden van de ontwikkelingen rondom uw melding. Deze berichtgevingen sturen wij naar het geregistreerde e-mailadres van degene die de melding geplaatst heeft.