Outside our office hours on weekdays, we are only available for disruptions and emergencies.
From Monday to Friday, we can be reached during office hours (8.00 in the morning to 18.00 in the evening) via our regular phone number.You can find it on our contact page. Our opening hours are based on the Dutch time zone (CET in winter and CEST in summer) and we observe the official Dutch public holidays. Below you can read in which cases you can call our emergency number outside office hours. An employee from our Customer Service team will then assist you.
Disruptions
Information provision during disruptions
During a disruption, our specialists prioritise restoring our service. For the most up-to-date information about the status of a disruption, please refer to our status page. When necessary, we also inform affected customers by email.
Because our employees often do not yet have full insight into the cause or expected resolution time during an ongoing disruption, they cannot provide any additional information about this. We therefore ask you to use the emergency number during a disruption only for urgent questions or situations that cannot wait. This keeps the emergency number available for customers who need immediate support.
Disruptions at Portbase
During a disruption, one or more Portbase services are temporarily unavailable, meaning you cannot carry out (part of) your operational processes. Examples include an outage of web screens or issues with message exchange via EDI or API. Is the disruption already known to us? Then you will find the current status and any updates on our status page.
Disruptions at external partners
Sometimes users experience problems with Portbase services while the cause lies with an external partner. In such situations, we are informed by the relevant party and we closely monitor developments.
When a delay or problem is caused by a terminal or other external party, we can advise on this. For substantive questions or follow-up, we refer you to the relevant organisation.
Disruptions at terminals
Do you notice that your (pre-)notifications of documentation or containers are waiting longer than normal for a response? Then contact the relevant terminal to request the status of your (pre-)notification. The terminal is responsible for processing the (pre-)notifications and has the most up-to-date information about the processing of your notification.
Our employees, both during and outside office hours, have no additional information about the status of a (pre-)notification other than what is visible in our service. As a result, we cannot provide any additional information about the handling of (pre-)notifications by terminals.
Emergencies
Emergencies are urgent situations where a solution cannot wait until the next working day. By this we mean system-technical problems that prevent a time-critical notification from being delivered to the right party in time. This concerns notifications for which timely processing is necessary, for example notifications of hazardous substances to the Port Authority or the Harbour Service.
Emergency number
Do you use the emergency number for a question that does not concern a disruption or emergency? Then we will be happy to help you on the next working day.
Are we unable to speak to you immediately? Then we will call you back as soon as possible. To help you as quickly as possible, we ask you to also complete the regular contact form. This means our employees immediately have all the information they need to assess and take up the situation.
After reading this information, does it appear that in your situation there is no disruption or emergency? Then complete the regular contact form. We will then help you on the next working day.