support & training

International trade is a 24 x 7 x 365 business. Vessels and planes won’t wait for you if you can’t get all your paperwork done and all of your boxes ticked. And neither will your customers!

We appreciate that you expect your critical systems to be working hard all day, every day and not just from Monday to Friday, 9 to 5.

That’s why we deliver unrivalled technical support 24 hours a day, seven days a week, 365 days a year. We are focused on ensuring that our software support is always available to keep your Sequoia software functioning correctly and free of technical issues. Our technicians are trained and equipped to support any and all technical issues relating to the Sequoia software.

 

For technical support during normal office hours

 

Please email your query to helpdesk@asm.org.uk

You should give us as much detail as you can about the problem you are having.

 

 The more information you give us, the faster we can direct your email to the correct person to help you.

 

Normal office hours are:

 

For urgent technical support outside of these times

 

Please call the ASM pager service and leave your name, company name and contact number along with a brief outline of your issue with the operator. Omitting any of the requested information could lead to your request for assistance being delayed. Once you have lodged your call a technician will call you back as soon as possible.

The number to call is 07623 984413

 Alternatively if your issue is a non-urgent matter please email helpdesk@asm.org.uk and we will respond during normal business hours.

 

What do we mean by urgent technical support?

 

Our urgent technical support is where something is preventing the normal operation of the Sequoia software, i.e. it will not load or will not save information or communicate with CHIEF, NCTS or CSPs.

This support should only be requested if such a critical condition exists.

 

Please note that we cannot advise you on customs procedures, how to complete declarations and/or compliance issues. We also cannot help you if you’ve forgotten your password to access Sequoia.

 

The Sequoia Resource Centre

 

The Sequoia Resource Centre brings together all of the information you need to install, configure, operate, upgrade, and connect to the Sequoia Customs Clearance software.

 

Other useful contacts

As we can only assist with matters related to the technical support of the Sequoia software, we have listed below parties who may be able to help with other issues.

 

Service

Who can help

Contact details

Importing
Exporting
Customs procedures
Compliance
Tariff enquiries

 HMRC    

Online enquiry form: Send a question about imports, exports and customs reliefs

Webchat: Speak to an adviser online about general import and export queries.

Phone: 0300 322 9434 or Textphone: 0300 200 3719

Opening times:

  • Monday to Friday: 8am to 8pm
  • Weekends: 8am to 4pm

 For more information, see here

Transit (NCTS)

HMRC

 

NCTS Helpdesk, phone 0300 322 7095

Email: ncts.helpdesk@hmrc.gov.uk

 

CCS-UK Inventory or Messaging

CCS-UK

Telephone: 0845 607 0096

For Technical queries, email ccs.helpdesk@bt.com

For Billing queries, email ccsuk-billing@bt.com

All CCS-UK badge changes or ceases must be received in writing to either of the above email addresses.

Destin8

MCP

Telephone: 01394 600200

Between 10:00 and 16:00, please channel all correspondence via email to: help@destin8.co.uk

CNS Compass

CNS

Telephone: 02380 799600 or helpdesk@cnsonline.net

Pentant Cuslink

Pentant

Pentant Cuslink

Industry Training

BIFA

Website - https://www.bifa.org/home

 

 

Key Cargo Support

 

Our highly qualified team of specialists always focus on getting you up and working again as fast as possible, even if there are downstream problems or issues with third party systems. We will always aim to manage any issues for you and minimise disruption to your operation. 

 

OIA Global

 

 

 

 

 

 

We also provide on-site or remote upgrade and installation support as well as site evaluations, system tune-ups and software demonstrations. We even provide an enhanced support package to take the pain away from configuring and administering the software, users, security roles and lots of other things.

Read more details about the enhanced support package here.

 

Partner Logos


• support: (t) 01784 240400 (e) helpdesk@asm.org.uk
• sales: (t) 01784 242200 (e) sales@asm.org.uk