Your relationship with CS in ICB
At least once in your term, you would have to approach ICB Customer Support, doesn’t matter if it’s for a consultancy, a break, extension or finish earlier request or an interpretation of the documents. As you may know, each request that is made to us has its own protocol and guidelines and I am going to break it down to you.
- Consultancies: With consultancies, after you submit your doubt questions, we will answer you within the first 24H and either provide you with an answer or ask you questions to have a better understanding of the situation in order for us to give you a personalized response. And for this we have different timelines.
- If we have all the information we need, we will simply provide you with an answer, unless we ask for additional 24H or 48H to review the case before we respond.
- If we don’t have all the information we need, we will ask you questions which you have to respond to within 24H so we can review the case with proofs presented by yourself and the new information we have. - Break requests: You can request APD, RE, FI and CO requests to ICB and some requests may be different from the others.
- If it’s an extraordinary APD break request, we will also respond within the first 24H putting the responding entity in CC (assuming that the adp break is considered extraordinary and you attached proof that the responding entity did not respond to your request in 10 working days), if we fail to receive an answer from responding entity within 48H of our response, we will automatically proceed with the break. If responding entity respond, then we will let you know that you can proceed with the break on ECB level since we got mutual confirmations.
- If it’s a realization or finished break, it would be better if you have already approached the respondent entity, have confirmation and attach it to your request so that way we can break the status within the first 24H of receiving the request. If you approached us without approaching the respondent entity first, we would apply the previously mentioned protocol where we put the respondent entity in copy, wait for confirmation and proceed in 48H.
- If it’s a completed break, we would have to put the ICB Chair in Copy and the Chair will decide whether to proceed with the break or not. - For OP/ EP complaints, there is no specific protocol that is followed because each complaint is unique, we would either ask for additional information or inform the right bodies. Either way, the issue will be resolved under our supervision and we will make sure of that.
- Extension requests require additional proofs like EP-OP confirmation and SE-HE confirmation, the request should also be made at least 2 weeks before the original finish date of the EP’s experience and the duration mustn’t exceed the product’s maximum duration. The request will either be accepted or rejected within the first 24H of your request submission.
- For Finish Realization earlier requests, proof of EP-OP and SE-HE should be submitted and the EP’s status must be in RE on EXPA, the request should be submitted at least a week before the desired new finish date and the minimum duration for each product should be respected.
- For OCAs and Appeals, please go to their respective Help Center articles for more information about the submission processes.
- If you submit a Harassment report, we will ensure that we inform the ICB Chair and guide you through the process as well as answer your questions regarding the protocol if you have any.
The guidelines aren’t the only link you have with us CS team but also there are the formalities between us such as letting us know when there is no further assistance needed by us after we ask so we can close the ticket and filling out the satisfaction survey because it really helps us out in making our service better and in being more flexible to your needs and inquiries. Communication is highly important when dealing with ICB CS, make sure you answer our questions within the deadline and please ask for deadline extensions if you need to.
Always remember that we are more than happy to assist you. *virtual hugs*
Nayrouz
ICB CS Team