Support User Guide

1. Purpose of This Guide

This document explains how support for the digital ATA Carnet (eATA) system is organised, who to contact, through which channels, and in which situations, following the latest changes to the eATA environments and the global transition plan.

It applies to all stakeholders:

• Customs administrations
• National Guaranteeing Associations (NGAs)
• Issuing Associations (IAs)
• ATA Carnet holders and representatives

2. Support Model – Who Does What

Support for the ATA Carnet System follows a tiered responsibility model, unchanged in principle but updated in scope.

2.1 First Line Support – Local Level

Customs Administrations

Customs administrations are responsible for supporting their own Customs officers.

They handle:

• Local IT setup and configuration
• Internal procedures
• Internet connectivity and local infrastructure
• Basic usage of ATA Carnet Customs during training and operations

National Guaranteeing Associations (NGAs)

NGAs act as the first point of contact for:

• Issuing Associations
• ATA Carnet holders and representatives

They are responsible for:

• Explaining applicable rules and timelines
• Providing training guidance
• Filtering, qualifying, and escalating system‑related issues to ICC when necessary

2.2 Second Line Support – ICC

ICC provides centralised support for issues related to the ATA Carnet System itself, including:

• ATA Carnet Desktop (ACD)
• ATA Carnet App (ACA)
• ATA Carnet Customs (ACC)
• Backend services and system integrations

ICC also:

• Collects and manages bug reports and feature requests
• Supports stakeholders outside local support hours
• Provides official information on:
  • Digital acceptance by country
  • Go‑live dates
  • System rules, constraints, and changes

3. How to Contact ICC Support

3.1 Official Support Channels

ICC support can be reached through the following official channels:

Support Portal
https://support.atacarnet.iccwbo.org

Email
atacarnet-support@iccwbo.org

Telephone
+41 58 440 1510

The telephone channel is intended primarily for urgent or operationally critical issues, particularly those with legal or system‑wide impact.

These channels should be used after local support has been contacted, or when the issue clearly relates to the central ATA Carnet System.

3.2 Support Coverage

ICC provides 24/7 support coverage for system‑related issues, with prioritisation based on:

• Legal impact
• Operational criticality
• Number of affected users or countries

3.3 Preferred Requesters

To ensure efficient handling and avoid duplication, ICC strongly recommends that support requests are submitted by designated or preferred requesters for each stakeholder group.

• Customs administrations
  Requests should preferably be submitted by a designated Customs SPOC or central support contact, rather than by individual Customs officers.

• NGAs / IAs
  Requests should preferably be submitted by the NGA or IA support contact coordinating on behalf of their users.

This is a recommended practice, not a mandatory requirement, but it helps to:

• Avoid multiple tickets for the same issue
• Ensure proper qualification before escalation
• Speed up resolution

3.4 When to Contact ICC Directly

Contact ICC support directly if:

• The issue affects multiple countries or users
• The problem relates to system behaviour, availability, or data
• An issue impacts legally valid operations
• A blocker prevents training or onboarding in the Preproduction environment

4. Built‑in Support Forms (ACA / ACD)

ATA Carnet Desktop (ACD) and ATA Carnet App (ACA) include built‑in support and feedback forms.

These built‑in forms are the preferred method for:

• Reporting functional issues
• Submitting bug reports
• Providing user feedback related to ACD or ACA

Requests submitted through these forms are automatically routed to ICC support together with relevant technical context.

A similar built‑in support mechanism is expected to be introduced for ATA Carnet Customs (ACC) at a later stage.

5. Ticket Lifecycle and Status

When a support ticket is submitted via the ICC Support Portal:

• Tickets are visible under “My Tickets”
• The default view shows Open and Pending tickets

Ticket status progression:

• Open
• Being Processed
• Resolved

Users are notified when the ticket status changes.
Tickets should be closed by the requester once the resolution has been confirmed.