ICIS Support Hub

What changes are we making and why?

As part of a multi-million pound investment to transform our customers’ experience, we are introducing new commodity hub pages in ICIS Clarity for current subscribers, to provide you with up-to-date, dynamic content in one place. The new pages offer an improved user experience and are the result of dozens of interviews with customers to understand how ICIS can better meet their needs.

How many customers did you engage with to inform the design?

There was a research process, with customers across different commodities and regions sharing their feedback and views. Additional research has been undertaken with customers testing out the new pages and we will continue to iterate and enhance the experience for our cusomers as we learn more about what matters to them.

How will I access my reports and data after this change?

You’ll receive notification from us in advance, however when the new pages you subscribe to are live you’ll be able to login and access your data and commentary available through your subscription, via the ICIS Clarity platform, using the same credentials you do today.

Our Customer Success team will be very happy to offer help and support in helping you / your colleagues to get the most from your access. If you’d like a ‘quick start’ session with our team to walk you through, let us know and we’ll be happy to set this up. Sessions normally take 20-30 minutes Sign up here.

Will I need to take any action? If so, how will I be notified?

As we near the launch of the new page, you’ll be notified and guidance will be provided. No action is required at this time.

How will my experience change when using your ICIS Clarity Platform to access what I subscribe to?

You’ll still be able to access the pricing and insight you subscribe to via ICIS Clarity, however content that used to be ‘static’ will be replaced by vastly improved, live / interactive and dynamic content and features.

The monthly ‘Gas In Focus’ report will no longer be published in the same format as a result of this change and there will no longer be a ‘news tab’ within the commodity page – instead these are being published to the ‘ICIS Clarity News Page’ where you can also use the search bar to filter news to a specific market or theme you are interested in.

What is happening with the Gas In Focus report I currently subscribe to?

We’re no longer going to be publishing this in its current ‘pdf format’.
• Customers will still have access to the content via the Energy Focus search (and eventually the Energy Focus tab)
• Once ICIS News has been given to the GIF customers they will have access to all energy news too.

Why am I losing my daily PDF report?

We are moving coverage to a platform and experience that we believe will bring you greater flexibility and also allow our content teams to better connect you to market events and changes, something that ‘still’ PDFs do not allow for.

Why can I no longer see trades in my daily Gas & Power content?

All Power & Gas trade information is still available via API, however, based on customer feedback and usability interviews with Gas and Power Subscribers, we have removed this content from commodity pages within ICIS Clarity

How will I be alerted to changes in content?

You will continue to receive the alerts you are opted in for today. You c an also click the bell icon at the top of the page to amend current alerts or configure new ones.

How can I download / print?

In the top left of the new page you’ll see an ‘updated on’ button with a calendar picker, where you will be able to select and access historic information / reports.

For some of the older reports in the archive, you’ll see a PDF, for newer reports where you select these the page will update to show you the respective data and commentary directly on the page (this links to the change we’ve made in how we now collate and publish data to our platform).

If you want to download do this by selecting the ‘Print button and you can save as a PDF or print.

For pricing data, you can also export this in .csv format from ICIS Clarity.

What changes are we making and why?

As part of our continuous investment into enhancing the experience for all our customers worldwide, we are introducing a new online experience for our LNG subscribers receiving ‘LNG Markets Daily (LMD)’ content – offering new dynamic features and enhanced performance.

This means we’re migrating our LNG LMD data and commentary over to our ICIS Clarity online platform and away from the LNG Edge website. This change will come in for all commodities during 2025.

When will the changes be effective?

By end May 2025, the only place for LMD updates will be the new commodity page in ICIS Clarity.

How will the change impact the way I access my content?

If you access the LMD report via LNG Edge you’ll be notified via a pop-up when visiting the page, that you can now access and consume the information in a new way on the ICIS Clarity Platform, as an alternative to the current PDF report. Service emails will also be sent to outline the changes.

In May, the LMD PDF will be discontinued. You will be able to access the new LNG Commodity Page from LNG Edge.

At the same time, price assessment and publishing will move to same-day for Europe and Americas, versus the current process of next day publishing. Be assured that all content and data within LMD will be retained when we migrate to the new commodity page.

Will the new pages work like the old experience in LNG Edge?

We believe the new experience is much improved and has been designed working with users – be assured you’ll be able to access historical reports in the outgoing format using the ‘archive’ feature at the top of the commodity page in ICIS Clarity

There will be no change at this point for all other content you subscribe to.

How can I access archived reports/information?

There is a date picker in the header of the new Commodity Hub Pages and this will allow users to access previous versions of the Commodity Hub Page and of the LMD PDF.

Will commodity alerts be available for GLM and LNG when they’re on Clarity?

There will be no change to the alerting for now.

Will access to the features in LNG Edge (eg. Ask an Analyst live chat, LNG Cargo Tracking) still be available post these changes?

Yes – other LNG Edge functionality is not impacted. This is solely a change to the LMD content and experience.

Customers’ access to their LNG Edge permissions will not be affected by changes to the commodity page – such as full market prices, news feed, tenders, calculators etc – and especially alerts for Insight/ Hindsight customers.

Why am I losing my daily LMD PDF report?

Moving away from a static PDF publication means you are able to be alerted and notified of changes immediately as we publish around the clock to ICIS Clarity platform; no more waiting until the next day and us publishing a PDF.

I’ve never used ICIS Clarity – is there any help or training I can get access to to help me / my colleagues?

You’ll be able to login and access your daily LNG data and commentary, via the ICIS Clarity platform.

A guided walkthrough will be available within the platform, however we’re happy to offer help and support in helping you / your colleagues get the most from your access – if you’d like a ‘quick start’ session with our team to walk you through let us know and we’ll be happy to set this up.

Sessions normally take 20-30 minutes. Sign up here

Where do I find the new commodity page in ICIS Clarity?

There are three ways you can access the new LNG commodity page;

1. LNG Edge – In LNG Edge you will see a pop-up directing you to the new page within ICIS Clarity.

2. Email alerts – For those who have email alerts set up, you will continue to be alerted to updates via email, which will also contain links to the new page.

3. ‘My Commodities‘ in Clarity – Search and create quick links to your favourite commodities from our Clarity homepage.

How will I access my content and data after this change?

With this change you can login and access your LMD data and commentary available through your subscription, via the ICIS Clarity platform. There is no change to any of the other content you subscribe to at this time.

A guided walkthrough will be available within the platform, however we’re happy to offer help and support in helping you / your colleagues get the most from your access – if you’d like a ‘quick start’ session with our team to walk you through book here. Sessions normally take 20-30 minutes.

How can I download / print?

In the top left of the new page you’ll see an ‘updated on’ button with a calendar picker, where you will be able to select and access historic information / reports.

For some of the older reports in the archive, you’ll see a PDF, for newer reports where you select these the page will update to show you the respective data and commentary directly on the page (this links to the change we’ve made in how we now collate and publish data to our platform).

If you want to download do this by selecting the ‘Print button and you can save as a PDF or print.

For pricing data, you can also export this in .csv format from ICIS Clarity.

Will I / we experience any downtime during this?

No, we aim to make the process seamless and without any downtime as we upgrade your experience.

Will I lose any data through this change?

No

What is happening to the weekly GLM report?

From the end of May, GLM insights will be accessible as on-demand LNG news in (ICIS Clarity™ and LNG Edge).

When will prices be published?

Regional price assessments will be published at the end of each day (approximately 18:30 for Europe and Americas, 18:00 for Asia). Assessment timings will not change with the exception of charter rates that will be assessed at 16:30 London time. For detail you can find this in the methodology we publish online.

We take ICIS LNG Data via one or more of your Data Services (API, Excel Plugin) – how will this impact us?

When we make the full move to the new commodity page experience (post-beta) some of our series IDs will change.

API and Excel-plug in customers can find a list of the series impacted LNG series name changes, along with the new series IDs, you will need to update your systems or workbooks with.