This notice is to remind clients about TCCU after-hour service guidelines (outside regular business hours / weekends / holidays).

• After-hours support is available for urgent situations weekdays from 17:00 to 08:00 Eastern Time and 24 hours on weekends and statutory holidays. An emergency is defined as a situation that prevents clients from transmitting data to the CBSA or receiving data from the CBSA and/or which cannot wait for resolution until the next regular business day.
• When calling the TCCU hotline, choose the following two options: if you require assistance with an EDI transmission, press 1 or if you are login into the CBSA eManifest or Trusted Trader Portal, press 2.
• To resolve emergency situations as efficiently and effectively as possible, clients contacting the TCCU are expected to have troubleshooting experience and be acquainted with their systems and software.
• Clients are responsible to communicate information provided by the TCCU to their colleagues (for example during a shift change).  Repeat calls to the TCCU regarding the same issue/transaction are not considered an emergency.

Prior to contacting the TCCU after-hour service, clients should review the guidelines for using the TCCU after-hour service emergency service at http://www.cbsa-asfc.gc.ca/eservices/outside-exterieur-eng.html. The TCCU webpage http://www.cbsa-asfc.gc.ca/eservices/faq-eng.html also provides the most frequently asked questions (FAQ) regarding troubleshooting methods.