CargoWise is the most comprehensive logistics technology platform on the market. Single global database. 225+ integrated modules. Real-time visibility across forwarding, customs, warehousing, finance, and compliance — all operating inside one environment. It is, by design, the deepest and most capable system a freight business can run on.
The platform ships over 1,500 product updates every year. AI capabilities like SARA, Auto Job Creation, and AI Classification Assistant are arriving quarterly. Automation triggers, compliance configurations, and integration endpoints are expanding continuously. Each of those updates is a potential performance edge — but only for the operations that have structured expertise behind the platform to identify what's relevant, assess what it means for their environment, and activate it while it still gives them a lead.
This is what Care by SFL Tech was built to do.
What Care Is
Care is a structured, SLA-backed CargoWise support programme delivered by an All-Platinum accreditation across all seven CargoWise modules — Forwarding, Customs, Accounting, Warehouse, Integration, Workflow, and Global Rollouts. SFL Tech's consultants don't advise from the outside. Our consultants work directly inside your CargoWise environment resolving issues, activating underused capabilities, managing platform updates, and driving continuous optimisation across every module your business runs. The programme is governed by ITIL-aligned service delivery, backed by published SLAs, and built on a continuous improvement methodology drawn from Six Sigma and Kaizen.
152+ businesses already run on Care. Over 50,000 tickets resolved. More than 60 new clients onboarded in the current cycle alone. These aren't businesses with platform problems — they're businesses that decided the return on their CargoWise investment was too significant to leave unmanaged.
Four tiers of expertise
Care covers the full depth of the CargoWise environment through four tiers, each designed so that every request reaches a consultant with exactly the right level of knowledge:
- L1 — Basic: Incident management, standard CargoWise support, and master data administration — the operational foundation that keeps day-to-day platform activity running cleanly and without interruption.
- L2 — Advanced: Operational workflow support, module configuration, and process-level optimisation — where real alignment happens between the way your teams work inside CargoWise and the way your business actually moves freight.
- L3 — Expert: Financial workflows, complex reporting, compliance configuration, and intercompany accounting — the tier most operations underutilise, and where some of the largest efficiency gains are waiting to be activated.
- L4 — Specialist: Automation architecture, integration design, platform strategy, and AI workflow activation — where CargoWise stops being a system of record and starts operating as a system of competitive execution.
Every issue is acknowledged within 30 minutes and routed to the appropriate tier immediately.
Three models, built around the way you operate
Care isn't a one-size-fits-all contract. It's designed to match the scale, rhythm, and complexity of your operation, so the support you receive is proportionate to what your business actually requires.
Metered is a block of pre-purchased hours with no long-term commitment, built for businesses with targeted or periodic CargoWise needs — a module configuration, a defined-scope project, seasonal surge support. It suits operations running up to 50 CargoWise users, with a 30-minute SLA response on every ticket. Unused hours roll over within the contract period, and surplus can be converted into proactive work like system audits, automation activation, or targeted training. Nothing goes to waste.
Unmetered is an annual contract offering unlimited tickets and full four-tier coverage for one predictable fee — no hourly billing, no pre-approval bottlenecks before a consultant can proceed. It's designed for growing operations between 50 and 100 users that need reliable, continuous platform support they can plan and budget around, starting from approximately $19,200 per year. For businesses at this stage of growth, it removes the friction between needing help and getting it.
Dedicated is a named resource partnership for enterprises running CargoWise as mission-critical infrastructure across regions and time zones. An assigned SFL Tech team is embedded in your operation — aligned to your time zones, working inside your environment daily, carrying deep knowledge of your specific configuration, workflows, and business rules. Custom SLAs are built around your operational priorities. 24/7 coverage is available. Governance runs on a full cadence: weekly operational reviews, monthly service reports, quarterly business reviews, and escalation management with war room capability when the situation demands it. It's built for operations running 100 to 800+ CargoWise users, and it operates with the depth and accountability of an internal team backed by the platform expertise most internal teams don't carry.
Every model is Platinum-accredited, ITIL-aligned, and delivered by certified consultants who work inside CargoWise environments every day. The difference between them is the depth and rhythm of the engagement — not the quality of what you receive.
What the advantage looks like in practice
With Care in place, platform updates are assessed, tested, and deployed on a managed cadence — keeping your operation current with everything CargoWise delivers without disruption to live workflows. Optimisation runs continuously through structured, data-driven reviews rather than waiting for something to surface. New capabilities — AI-powered document ingestion, electronic Bills of Lading, advanced automation triggers — are evaluated against your specific operating model and activated where they deliver measurable return.
Leadership teams get real visibility into platform health, ticket trends, resolution performance, and continuous improvement initiatives through a structured governance rhythm — not by chasing internal reports. And when something critical surfaces — a compliance shift, an integration dependency, a high-severity incident — the response is immediate, disciplined, and delivered by consultants who already know your environment from the inside.
This is the premium that Care delivers. Not just support — a structured operating discipline behind the most powerful logistics platform in the world.
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