SFL CARE

Expert Cargowise Support
‍Built for Enterprise Scale

Expert support, structured tiers and SLA backed service for logistics teams running CargoWise at scale.

Existing Care Customer Become a Care Customer
Why Care by SFL

Subscribing to Care gives you
freedom to grow.

Remove the burden of ERP management and keep your teams focused on what matters most.

01

Streamlined Business Operations

Maintaining internal ERP support often diverts focus away from growth — context switching, resource strain, escalations during peak cycles. Care removes that burden by embedding structured CargoWise governance into your day-to-day operations, so your teams stay focused on delivery while the system remains stable.

BEFORE
Chaotic · Reactive
with Care by SFL
AFTER
Streamlined · Predictable
73%
Less Overhead
24/5
Coverage
Zero
Escalations
02

Freedom from Resource Challenges

During peak demand periods, your in-house team will face resource constraints leading to delays in issue resolution and increased user frustration. Care ensures continuity. These problems simply won't exist when you have a dedicated team resolving CargoWise One issues around the clock.

Issue Raised Email or Call
Received
Acknowledged Inbox notification within 15 minutes
<15 min
In Resolution Expert engineer assigned
● Live
Closed & Documented Ticket resolved · Report shared
Done
SLA RESPONSE TIMER 00:00
03

Real-time Scalability

When support needs change, Care adapts — enabling scalability and supporting business growth without added overhead. Our subscription model ensures your team gets the right level of expert support without additional hiring or resource strain. Finally, gain back the time and focus you need to scale with confidence.

Care scales with your demand
Auto-scaling
Quiet
2 experts
Peak
5 experts
Surge
9+ experts
Live · Care Operations
Updated moments ago
Tickets Resolved
50K+

across all tiers and time zones

Avg First Response
< 15min

global SLA met across regions

Service Partner
All Platinum

CargoWise accreditation across 7 modules

FOR CUS WAR TRA +3
Coverage
24/5

APAC · EMEA · Americas operating windows

What you Receive

Subscribing to Care by SFL means:

01

Support from an All Platinum Accredited Service Partner

Platinum accredited across all seven CargoWise modules, we bring deep verified expertise to every engagement. Our projects undergo rigorous review and verification, showcasing our ability to deliver complex digitalisation initiatives successfully.

All Platinum
02

Direct Access to 60+ Certified CargoWise Professionals

We have over 60+ certified CW One Professionals and constantly upgrade our expertise. By subscribing to Care, our experts come onboard to assist your team and ensure you receive the utmost level of support possible.

60+ Experts
03

Immediate Responses with Clear Timelines

Working on a global ERP application requires strong domain expertise and technical precision. Every support instance is treated immediately with durations and timelines communicated to you, no matter the region or time zone.

< 15 min SLA
04

A Fully Customisable Support Plan

With a structured support framework, Care delivers comprehensive assistance covering all aspects required for seamless ERP management — from strategic guidance to technical troubleshooting, our approach ensures businesses receive exactly what they need.

4 Tiers
05

Wide Array of Supply Chain Support

The CargoWise One ERP is robust. From local customs compliance to financing, international forwarding to warehousing — our support covers it all. With 50,000+ issues resolved, no problem is too hard for us to solve.

50K+ Solved
06

24/5 Global Support Wherever You Are

Care aligns support coverage with your operational footprint, ensuring uninterrupted progress across regions. Whether your teams operate in APAC, EMEA, or the Americas — continuity remains intact, always.

24/5 Global
The Tiers in Care by SFL

Choose the level of support
your business needs.

Tier 1
Basic

Foundational support for creating smooth-running operations. The essential starting point for any CargoWise environment.

Master Data support
New user ID setup
Email notification groups
CargoWise One login
WiseCloud client setup
Workflow trigger support
Tier 2
Advanced

Structured digital practices for your entire team. Gain clear visibility and empower fast, confident action across operations.

Forwarding — BKG, CON, SHP, PO
Document setup
User dashboard & milestone visibility
Workflow trigger & notification setup
CargoWise One patch updates
Custom field creation
Rates & tariff quotations
Security access management
Tier 4
Specialist

Seasoned attention to critical enterprise functions — customs, integrations, advanced finance — so your business operates with true industry leadership.

Notification customisation
E2E integrations
Revenue recognition & bank reconciliation
Trial balance & Profit & Loss
Advanced customs & finance queries
Scheduling & carrier messaging
Port & customs messaging
Advanced wizard support
Immediate Acknowledgment

Structured Resolution.
Every Time.

Every issue resolved immediately — via Portal, Email, or Phone.
Timeline commitments communicated from the first response, regardless of time zone.

Care by SFL Portal

Submit, track and manage all CargoWise tickets in one place with real-time status updates and structured SLA tracking.

Primary Channel

Email

Raise issues directly by email. Receive structured acknowledgment with timeline commitments from your assigned expert team.

Email Channel

Call

Speak directly with a certified CargoWise professional. Every call is logged, tracked, and followed through to full resolution.

Direct Line
The Burden
CARE absorbs it
Your business runs

Day‑to‑day application management should not burden your business.

You build the business.

Existing Care CusomerBecome Care Customer
Enterprise

Operating at
Enterprise Scale?

For organisations operating revenue-critical CargoWise environments, SFL offers Dedicated CARE — a ring-fenced, account-aligned support structure built for enterprise stability.

Named consultants embedded in your configuration
SLA frameworks aligned to business risk
Structured governance reviews
Recurring issue elimination tracking
Executive-level performance visibility
Explore Dedicated CARE
Tier 01
CARE Member · Enterprise
#···· ENTERPRISE

Businesses that utilise Care by SFL

Join a growing global community of CargoWise-powered enterprises.

Case Study

Proven results at
enterprise scale.

Real Client · Global Freight

A global freight client spanning 195 countries required the upload of 4 million postcodes into CargoWise One to enable automated carrier rating and dramatically reduce tariff evaluation time. Care by SFL handled the entire operation systematically — with zero disruption to the client's live operations, leveraging resources across different time zones to enable continuous progress and completing all tasks during off-hours.

Read the Full Case Study
4M+
Postcodes Uploaded

Enabling fully automated carrier-rating

4–5
Days to Complete

Full operation delivered end-to-end

195
Countries Covered

Global data handled across regions

0
Operational Disruption

Completed during off-hours with continuous progress

GET STARTED TODAY

Get the Care
You Need Today

Join the global network of CargoWise enterprises that rely on
Care by SFL — 24/5, across every time zone.

Existing Care Customers
Become a Care Customer

Company

About Us
Certifications

Solutions

Supply Chain Transformation
CargoWise Implementation & Optimisation
Integrations Solutions
Care by SFL
Master Data Management

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Employment Policy
Data Processing Addendum (DPA)
Sub-Processor List
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