General Guidance

Please read the following instructions to make the best use of the information available under the Market Access Section before you submit any query into the system.

1. Before submitting a question to the Affiliate Support Desk (ASD) get in touch directly with your local /regional teams according to the subject or question that you want to submit and check if they have a response to your question.  
2. If the local/regional teams are not able to provide an accurate answer to your question, you can access the ASD and look into the Self-Service area  to look into the available resources. There, you will find frequently asked questions and other documents that could help in determining an answer to your question/query.
3. It is important that you understand that ASD is another source to get specific answers to your request but it cannot be considered the only source of truth. The submitted requests will be funneled and forwarded to the respective department or contact person following the Single Point of Contact Process, but it could be the case that some questions do not have an answer from the experts. In that case, a conversation with the involved teams and experts contacted will be useful to understand the best way to approach.  If there is no response to a given (complex) question you will also be advised so that you can discuss it with the expert team separately.
4. Lead time to get the appropriate answer varies depending on the complexity and availability of the teams in charge to respond. Each respondent is aware of the importance of this request and do their best to respond in a timely manner.  There is not a specific team working on this service, please be mindful that all questions are answered by the expert teams on top of their daily tasks.
5. A general recommendation for all participant countries is to make the questions/requests as clear as possible to avoid confusion and anticipate (when possible) potential tender questions to gain more time to collect answers
6.  Specific lead time and process are required to follow when seeking Security and privacy information for RDCP. Please look into RDCP Resources /Frequent Q&A