iClear Results
Risk scores
Q: What does my risk score mean?
A: Risk scores are assigned to each issue and indicate the likelihood that a regulatory body (e.g., the ASA for CAP Code) would uphold the violation if challenged. A higher score means the governing body is more likely to agree the issue is a real problem. Risk scores are specific to the regulatory framework and sidekick version that flagged the issue.
Q: Can the risk score change?
A: Yes. Risk scores are generated for each issue as it's detected. When you upload a new version, different issues may be flagged, resulting in different risk scores. Additionally, if a regulatory body (like the ASA) updates their enforcement guidance, risk scores may change when you re-run an asset against the latest sidekick version. Your original scores remain visible for comparison across versions.
Q: What if I disagree with the risk score?
A: Use the thumbs down button on the issue to flag it. This tells us you disagree with the risk assessment and helps improve our models over time. Your feedback is aggregated with other users' input to refine how we estimate enforcement risk.
Understanding issues
Q: What's the difference between Critical, Major, Minor, and Info?
A:
Critical: Must be fixed before launch. Serious regulatory violation or legal exposure.
Major: Should be fixed. Significant compliance risk.
Minor: Nice to fix. Low regulatory impact but worth addressing.
Info: Informational. May not be an issue, but flagged for your awareness.
Q: Can I see what part of my asset triggered an issue?
A: Yes. For videos and PDFs, click on an issue to jump to the exact moment or location in your asset. The visual anchor shows you exactly what iClear flagged.
Q: What does "What to fix" mean?
A: This is AI-generated guidance on concrete steps to resolve the issue. It may suggest rewording, removing content, adding disclaimers, or other changes. These are suggestions — you decide what's right for your brand.
Q: Can I manually add an issue?
A: Yes. If you spot a compliance issue that iClear missed, your workspace reviewer can add a manual issue before sharing results. This becomes part of the audit trail.
Comments and collaboration
Q: How do I comment on an issue?
A: Click an issue to open it, then add a comment in the comment box. You can discuss fixes, ask questions, or document decisions.
Q: What happens when I @mention someone?
A: @mention invites them to join iClear (if they aren't already a member) and adds them to the conversation. They'll receive an invitation and see the issue thread.
Q: Can someone without a iClear account see comments?
A: Only if you share results via magic link. External stakeholders (freelancers, agencies) can see comments but cannot change issue statuses.
Q: Is there an audit trail of comments?
A: Yes. Every comment is timestamped and attributed to the person who wrote it. This creates a permanent record of your compliance review.
Issue statuses
Q: What do the issue statuses mean?
A:
Open: Default. Issue is flagged and needs action.
Resolved: You've fixed the issue in your asset. Plan to re-run to validate.
Dismissed: You've decided not to fix this issue (false positive, acceptable risk, etc.).
Q: Who can change an issue status?
A: Only workspace members and admins. Asset submitters cannot change statuses themselves. This maintains accountability.
Q: When should I mark an issue as "Resolved"?
A: After you've updated your asset to address the issue. Before marking resolved, re-run the asset through iClear to confirm the fix actually worked.
Q: What does "Dismissed" mean?
A: You've reviewed the issue and decided it doesn't need fixing. Common reasons: false positive, deliberate brand choice, or acceptable regulatory risk. Document your reasoning in comments.
Mark as compliant
Q: What does "Mark as Compliant" do?
A: It creates a compliance checkpoint in your audit trail, signaling that you've reviewed all issues and the asset is ready for launch. It ties the approval decision to a specific date and reviewer.
Q: Does "Mark as Compliant" lock the asset?
A: No. You can still update comments, change issue statuses, or add new comments after marking compliant. It's not a final lock — it's a decision checkpoint.
Q: When should I mark an asset as compliant?
A: When you're confident all critical and major issues are either fixed or deliberately dismissed. You don't need every minor issue fixed to mark compliant.
Versioning & updates
Q: How do I update my asset if I need to fix an issue?
A: Click "Upload New Version" on the results screen. Select which compliance agents to run (you can mix and match), then submit the updated asset.
Q: Does uploading a new version cost extra?
A: Yes, a new version costs the same as submitting any asset. The benefit is that all versions stay linked together on the results screen, so you can easily compare edits and see how risk scores change across iterations.
Q: Can I see all my versions together?
A: Yes. All versions are linked on the results screen. You can view side-by-side comparisons if needed.
Q: Do I have to run all the same agents on a new version?
A: No. You can select different agents. For example, if you only fixed copy, you might only re-run the language sidekick.
Q: How many versions can I upload?
A: Unlimited. Each version is a new submission and tracked separately.
Archiving
Q: What happens when an asset expires?
A: Assets expire after a set period (configured in workspace settings). Expired assets remain in your account for reference, but you won't be able to see their metrics or results anymore.
Q: Before my asset expires, what can I do?
A:
Download a Risk Report (permanent PDF record)
Archive the asset (lock it in its current compliance state so no changes can be made; the risk report becomes a valid, unchanging record you can store alongside your asset)
Risk reports
Q: What's included in a Risk Report?
A: A PDF snapshot showing:
Asset name and submission date
Compliance framework used (e.g., CAP Code)
Sidekick version that ran the check
All issues found (passed and failed)
Resolution status for each issue
Q: When should I download a Risk Report?
A: Download immediately after compliance review (or before asset expiry). Use it to document decisions and share with stakeholders.
Q: Can I use the Risk Report for regulatory compliance?
A: Yes. It demonstrates due diligence if a regulator questions your asset. It shows what checks you ran and what you found.
Q: Can I customize the Risk Report content?
A: The content is auto-generated based on your results. It's not customizable at launch, but feedback on format is welcome.
Sharing results
Q: How do I share results without giving full platform access?
A: Use the magic link feature. Click "Share" and generate a time-limited link to the results page. Recipient sees full results but can't access other workspace assets.
Q: What can people see via magic link?
A: Full results page, all issues, comments, and resolution guidance. They can add comments but cannot change issue statuses or access other assets.
Q: Is the magic link secure?
A: Yes. It's time-limited and access-controlled. You can revoke access at any time.
Q: Can I share just one issue?
A: No, magic links share the entire results page. If you need to share specific issues, copy-paste content or screenshot instead.
Feedback
Q: What's the feedback mechanism?
A: Thumbs up/down buttons on each issue. Indicate whether the issue was accurate and helpful or a false positive.
Q: What happens to my feedback?
A: Your feedback is aggregated with other users and used to improve sidekick accuracy. Data scientists review patterns to refine our compliance agents.
Q: Should I comment or use the feedback buttons?
A: Use feedback buttons for accuracy (is this issue correct?). Use comments for discussion or documentation (what's our response to this issue?).
Roles & permissions
Q: Who can submit assets?
A: Anyone in the workspace can submit assets.
Q: Who can change issue statuses?
A: Members and admins only. Submitters cannot change statuses.
Q: Who can add comments?
A: Anyone in the workspace, plus external stakeholders if results are shared via magic link.
Q: Who can mark assets as compliant?
A: Members and admins. Submitters cannot.
Q: How do I manage roles in my workspace?
A: Go to Workspace Settings > Team Admin. Add members and assign roles (Submitter, Reviewer, Approver, Admin).
Troubleshooting
Q: My results are taking a long time. What's happening?
A: Processing time varies depending on the asset size and system queue. A full CAP check can take up to 10 minutes. If still waiting, check the status indicator on the results screen. You'll see "Still Processing" or "Error" states. Wait or refresh.
Q: I see an error during processing. What went wrong?
A: Common causes: unsupported file format, corrupted file, or connectivity issue. Retry the submission. If it persists, contact support with the asset details.
Q: Can I cancel a submission in progress?
A: Not at launch. Let the submission complete. If it fails, simply re-submit.
Q: Why is my asset greyed out?
A: It may be archived or expired. Check the status in your asset list. If expired, download a Risk Report to preserve a record before you archive the asset.
Q: I marked an issue as Resolved, but the feedback form says it's still Open.
A: Refresh the page. Status changes may take a few seconds to sync. If still showing after refresh, contact support.
General questions
Q: Do I need a iClear account to see my results?
A: Yes, to see full results and make changes. But you can share results via magic link with people who don't have accounts.
Q: How long are my results stored?
A: Assets and results are stored for the period set in workspace settings (default: varies). Archive or download Risk Reports before expiry.
Q: Can I export my data?
A: Risk Reports are downloadable PDFs. Full data export (CSV, JSON) is available on request for enterprise customers. Contact support.
Q: Who owns the compliance decision?
A: You do. iClear provides analysis and guidance, but final decisions on what to fix or accept are yours. That's why the audit trail matters.
Q: Is iClear a compliance guarantee?
A: No. iClear is a pre-screening tool that flags potential violations. It's not a substitute for legal review. Use results to inform your decisions and involve legal counsel as needed.
Contact & escalation
For immediate support: Reach out to our support team via chat or email.
For feature requests or feedback: Use the feedback buttons on issues, or contact your account manager.
For enterprise questions: Contact your assigned account manager or sales@northell.com.