Democratic Republic of Congo

K-POLYGONE Helpdesk is a new customer service for the stakeholders in the Public and Private sector involved in the electronic processing of trade transactions with customs. It is based on a system of Customer care tickets for fault reporting and problem resolution.

I CAN’T SELECT THE CARRIER
If you can’t find the carrier in the dropdown menu, please contact your agent.
WHAT IS THE COST OF THE ECTN? 
The pricing can be found on the portal; https://www.k-polygone.fr  . If you have any other questions, please contact your agent.
THE ECTN IS IN STATUS GRANTED, BUT I NOTICE A MISTAKE
As soon as the ECTN is granted, it cannot be changed, except when requesting a correction. You can request a correction from your agent.  The cost of this correction is 20% of the cost of the original ECTN.
THE ECTN IS IN STATUS GRANTED, BUT THE FORWARDER NOTICES A MISTAKE
As soon as the ECTN is granted, it cannot be changed, except when requesting a correction. If you receive a request for correction from your forwarder and you agree that a correction is needed, you can forward this request to the system administrator. The cost of this correction is 30% of the cost of the original ECTN.
I CAN’T FIND AN ANSWER TO MY QUESTION
If you can’t find an answer to your question in the above FAQ’s, please contact your agent, who’s details you can find on the portal; ; https://www.k-polygone.fr

SERVICES
K-POLYGONE Help-Desk services to public sector's end-users of the OGEFREM Information System include functional and technical support services by means of:

  • Trouble ticket web service for fault reporting
  • SMS and email information messaging
  • Hot-line support, either by phone or skype
  • Field support
  • Real-time monitoring of the National Private IT and Telecom infrastructure.

Users from the public or private sector benefitting from Help-Desk services include: authorized dealer banks, and designated banks for Form FERI and electronic payment processes, Scanning Service Providers for Form payment and FERI transmissions, importers, exporters, shipping lines, airlines and DTI operators for OGERFREM and Manifest online submissions, as well as OCC, DGRAD, OCDE, CEEC, DGDA, CGEA, DGI and other government agencies for transaction monitoring and analysis

DETAIL OF SERVICES
Trouble Ticket system: this service is for registered users. It allows an end-user to submit online a technical problem he is encountering, by opening a trouble ticket with the new Help-Desk software. Upon submission, the problem will be investigated by the Help-Desk team, and the trouble ticket periodically updated as the solving of the problem progresses. The end-user can consult the status of his trouble ticket online at any time. 
On-Site Support: this service is specific to OGEFREM. Permanent support staff in OGEFREM customs offices provides first level support for problems encountered by customs officers

Central Helpdesk: a central team that manages trouble tickets, answers end-users' phone calls, keep end-users informed by means of SMS and emails and link with the second level support. A database of cases is constantly updated with reported problems and their resolution to continuously improve the quality of the support.
E-Transaction Monitoring: provide real-time information on electronic trade transactions processing.
Trade Facilitation Platforme Monitoring: a permanent central team using specialized tools to monitor the performance of the key elements of the Trade Facilitation infrastructure on a 24/7 basis. 
Release Management: upgrade software to new versions. 
Configuration and Change Management: a technical team that performs tests and records all additions and changes to the rade Facilitation infrastructure infrastructure.