Support & Security
Trade Never Stops
Neither Does Our Support,
Or Our Security.
A customs hold at midnight is just as urgent as one at noon. A vessel cutoff does not wait for business hours.
XEMI pairs 24×7 support built for trade urgency with enterprise-grade security certified to the standards your compliance team, your customs auditor, and your bank already expect.
What's broken today
Global Trade Does Not Operate on Office Hours. Neither Do We.
A flat file rejection at 5:30 PM on a filing deadline. A demurrage alert on a Sunday. A DGFT licence question the night before a shipment closes. Standard software support hours were built for software problems, not trade problems.
Pain 01
Business-hours support
Customs and vessel issues do not wait for Monday morning.
Pain 02
Ticket queues
Rotating agents who do not know ICEGATE, DGFT, or your lanes.
Pain 03
Security as an afterthought
Trade documents carry IEC, GST, invoice, and banking data.
The XEMI answer
Support built for trade urgency.
XEMI’s support model is built around importers, exporters, CHAs, and freight forwarders — teams for whom a missed hour can mean a missed vessel cutoff, avoidable demurrage, or a compliance breach.
What XEMI Support Includes
Support Is a Relationship — Not a Ticket Queue.
People who understand ICEGATE, DGFT, and the specific trade lanes your business runs.
PERSONAL
A Dedicated Relationship Manager
One point of contact who understands your business, not a rotating queue.
- Understands your document formats, workflows, and trade lanes from day one
- Handles onboarding, data migration, and integration configuration personally
- Available across WhatsApp, email, and phone — not a ticketing portal
ALWAYS-ON
24×7 Support Across Every Channel
Global trade does not run on IST business hours. Neither does XEMI support.
- WhatsApp, email, and phone support around the clock, every day of the week
- Urgent customs issues, filing questions, and operational exceptions handled when timing matters
INCLUDED
Onboarding, Training, and Integration Setup
Live and processing shipments in 1-2 weeks, not months.
- Team training included from day one — no separate implementation fee
- ERP integration setup for SAP, Oracle, and other systems handled by your RM
- DGFT, ICEGATE, and carrier integration configuration included in onboarding
ROLE-SPECIFIC
Role-Specific Priority Support
Your support channel reflects the urgency of your role.
- CHA-specific channel with a 4-hour SLA for urgent filing issues
- Priority response SLA for importers on urgent shipment and clearance issues
- Exporter channel with priority SLA for urgent compliance and filing issues
- Enterprise freight forwarder accounts: 1-hour SLA for critical issues
From Signed Contract to First Shipment — Within 1-2 Weeks.
Most XEMI customers are live and processing their first shipments within 1-2 weeks. Your dedicated Relationship Manager handles data migration, team training, and integration configuration — so your team is not left to figure out onboarding alone. Customers consistently report being fully productive within their first month.
Dedicated onboarding owner
One Relationship Manager owns data migration, training, and integration configuration from day one.
First shipments in 1–2 weeks
Most customers process their first live shipments within two weeks of signing.
Productive in the first month
Teams consistently report being fully productive within their first month on XEMI.
Enterprise-Grade Security
Trade data is sensitive. We treat it that way.
ISO 27001
CertifiedCovers the infrastructure, software development, and operations of our SaaS platform.
Accreditation Body UKAS (UK)
Encryption Everywhere
All data encrypted in transit and at rest. 256-bit AES across every API call, document text, and workflow.
• AES-256 • TLS 1.3 • 7 year + retention
Controlled Access
Role-based access controls, granular permissions, full audit logging, complete decision traceability on every trade action.
• RBAC • SSO • SCIM
Aligned with major international data protection frameworks.
GDPR • PDPA • SOC 2 Type II
Support and Security, By the Numbers
What teams can expect from XEMI
Result 01
24×7
Support across WhatsApp, email, and phone
Result 02
1-2 weeks
Average time from contract to first live shipment
Result 03
1-hour
SLA for Enterprise freight forwarder critical issues
Result 04
4-hour
SLA for CHA-specific urgent filing issues
Result 05
99.9%
Platform uptime SLA
Result 06
7+ years
Tamper-proof, audit-ready document storage
Support & Security — Frequently Asked Questions
Yes. XEMI provides 24×7 support across WhatsApp, email, and phone, built for the time-sensitivity of customs deadlines, vessel cutoffs, and compliance obligations that do not wait for standard business hours.