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Key User Guide - Rolls-Royce Care

Author: Paula Bell

Revised by: Paula Bell

Ref: RRCUAM2

Version: 8

Dated: 18 July 2017

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CONTENTS

1. INTRODUCTION .......................................................................................................... 3 2. GLOSSARY / ABBREVIATIONS USED IN THIS GUIDE ............................................. 3 3. KEY USER ROLE ........................................................................................................ 3 4. USER REGISTRATION PROCESS ............................................................................. 4

User registration flow chart ........................................................................................ 7 5. FAMILIARISATION OF ‘MANAGE USERS’ MENU ..................................................... 8

Search capability View User Account credentials

View User profile View Edit User Email preferences Export User Report 6. AUTHORISING A USER AND SETTINGS PRIVILEGES .......................................... 12 7. DE-ACTIVATING A USER ......................................................................................... 14 8. RE-ACTIVATION OF USER ID .................................................................................. 15 9. PRIVILEGE DEFINITION ........................................................................................... 15 Privileges specific to Civil Airline Customers ..................................................... 17 Privileges specific to Civil Lessor Customers .................................................... 18 Privileges specific to Business Aviation Customers 10. ADDITIONAL INFORMATION .................................................................................. 18 Online visibility of Key User Login Support

11. VERSION CONTROL .............................................................................................. 19

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1. INTRODUCTION This document defines the processes to enable the Key User to manage their user base within Rolls-Royce Care. This will include authorisation for access and housekeeping for leavers. It is possible for a customer account to have more than one Key User and we would recommend having at least one additional person within your organisation to support this role in order to cover for periods of absence.

2. GLOSSARY / ABBREVIATIONS USED IN THIS GUIDE Term Description

KU Key User

LRU Line Replaceable Unit

NTOs Notice to Operators

OMSD Operation, Maintenance, Storage & Disposal Manual

RR Rolls-Royce

3. KEY USER ROLE As a Key User, there are a series of duties that you should be completing on behalf of your organisation. These include:

Authorising new users and setting their privileges. This element will require you to undertake the following checks:

o They are an employee within your organisation and they do not already have a

valid User ID o The user has a genuine requirement to access Rolls-Royce Plc information and

services o The user is authorised to act and carry out transactions on behalf of your

organisation

Completing a regular audit of all the users registered to your account. This is in the interest of security and ensures that only valid users are able to access your Rolls-Royce data. Please check that their Email addresses match those associated with your organisation and initiate de-activation for any users who no longer require access or who have left.

User registration support.

Validating usernames.

Acting as main contact to authorise additional products or services.

If for any reason you can no longer support the Key User role for your organisation then please arrange for a replacement and send instructions of the change to Rolls-Royce Care Administration Support. The contact details for which can be found within the 'Contact' menu on the site. Please note that the new Key User will need to have an active User ID.

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This training guide provides step by step instruction on how to register on behalf of a user, to activate, de-activate and re-activate a User ID. There is also a breakdown of user privileges within section 9. Please note that any privileges assigned to your customer account will be dependent upon your Terms of business with Rolls-Royce.

4. USER REGISTRATION PROCESS

There are two routes for User registration; Self-registration via the Rolls-Royce Care Public page or Key User registration on behalf of a user. The default setting will be to allow both options. As Key User you can make the choice to remove your company name from the ‘Customer Name’ drop down list within the online User Registration form, which in-turn will prevent the self-registration option and force control of new registrations to the Key User. This is progressed by sending instructions of the change to Rolls-Royce Care Administration Support. Self-registration Users can self-register by completing the registration form found on the Home page of the site; https://customers.rolls-royce.com/public/rollsroycecare The ‘User Account Request link’ is found on the ‘Customer Registration’ menu. An Email notification will then be generated to the designated Key User each time a new user registers for access. *Please note that User names are not auto generated by the system. The applicant chooses their own User Name but this must be unique and should not contain any of the following characters: ; # / % = | +, \ " < >

Registration by Key User

You can register a new user from the Manage Users page. Choose ‘Manage Users’ Menu option from the ‘Help’ menu. The Manage Accounts page will display as shown below:

Click the ‘Register Users’ button as highlighted above and a new browser window will open, displaying the Rolls-Royce Care online registration page.

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The Customer field will be auto populated and you will be required to complete the default fields which are highlighted in red. This includes choosing a user Name and Password for the user. You will need to provide confirmation of the chosen password to the user directly. The User Name must be unique and should not contain any of the following characters: ; # / % = | +, \ " < > Please note for Security reasons we do not allow the following Email formats: @hotmail or @live Click the ‘Register’ button to proceed. If the registration has been successful a confirmation will be displayed in the form of a registration receipt, detailing the registration credentials, similar to below. A system generated email will be triggered to the Email address provided on the registration form confirming the new user registration. You will need to close the browser window in order to return to the Manage Accounts page.

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If the registration was not successful an error will be generated, detailing the reason for unsuccessful registration, similar to below. The original data will be retained on the form allowing you to change the respected field as necessary and re-submit the registration.

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User registration flow chart

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5. FAMILIARISATION OF ‘MANAGE USERS’ MENU

Access to the ‘Manage Users’ Menu is via the ‘Help’ menu. Note that the ‘Account status’ field will always default to: ‘Unauthorised’ showing the newly registered users awaiting your authorisation. The Account status field will allow you to do a search on the following criteria for your users:

All – search for all users

Unauthorised - registered users awaiting authorisation by Key User

Active – All of your active users

Inactive – All users that have had their User ID’s de-activated

Authorised – Users that have been authorised by KU but await activation by Rolls-Royce Care Administration

Pending - User ID has been activated by Rolls-Royce Care Administration but awaits online authentication

You can search a specific Username, Last/First name or Email address within your user base by entering the known criteria in the appropriate field and selecting ‘All’ in the Account Status field. The screen shot below shows a search based on a specific Email address:

*Remember to change the Account Status to ‘All’ Once you have chosen the search criteria you want simply click on the ‘Search’ button and the results will appear beneath the ‘Search results’ panel. You can view User account credentials for a particular user by clicking into the respective user name link beneath the ‘Name’ column, as shown below, image 1:

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This will open the Account Modify page and within this page you have the ability to change the following user attributes:

Users First name & Last name

Email address

Privileges (see section 9 for definitions) You have the ability to view and update additional user credentials via the User Profile page. This is accessed by clicking into the respective LoginID link beneath the ‘Login’ column, as shown in image 2, on page 8. This will open the Update Profile page, which contains three tabs and will default to the Profile Summary view as shown below. The Profile Summary page simply allows you to view the users profile summary whilst the Product Preference & Email Preference tabs will allow you to view and edit the corresponding preferences for the user.

Note: The country field is now populated from a drop down list on the registration form rather than free text. Housekeeping was undertaken to align the user base to the country choices but in some cases a user profile may display a blank ‘country’ field. Product Preferences To edit and view the Product preferences for a user click into the Product Preference tab. The page will open as shown below which has two tables.

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This will allow you to limit the user privileges at product level by choosing the product/s from the ‘Available Engines/Products’ table‘ on the right and moving over to the ,Restricted Engines/Products’ table on the left by choosing the ‘Remove<‘ button in the centre. Note: The User has the ability to customise the products they wish to view on the website by choosing a Preferred Product and you have the ability to update this setting also. The Available Engine/Products table has two sections ‘Preferred’ and or ‘Available’ which is highlighted below.

Once set scroll down and click the ‘Update product preferences’ button. You then have the option to return to Account management page or return to Product Preferences. In the example below the Customer account has three products linked. This User has had Trent1000 restricted from their privileges. The User profile has been customised further to enable Trent900 as the Preferred Product. The Users data will therefore be limited to the Trent900, but the user can amend their Product preferences to include Trent700 should they wish as Trent700 has been set as an ‘available’ product.

Amendments on the page can be made by choosing the respective ‘Add>’ ‘Remove<‘ button/s Email Preferences This page will show a privilege drop down list as shown below. The list will relate specifically to notifications for documents associated with user privileges.

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Choose the relevant notification type from the privilege drop down list and then click on the ‘View Preferences’ button. The page will refresh to list which engine types are applicable to your customer account, and the User Product Preference setting. A tick in the ‘Preference’ tick box will indicate that a notification is enabled and each notification type will be enabled as default.

If you wish to turn the notification off then remove the tick from the corresponding tick box. Scroll down and then click on the ‘Update Email preferences‘ button. The page will refresh and provide confirmation of the new Email Preference settings. You have the option to return to the Account management page, or you can navigate back to the Email preference page by choosing

the ‘Return to Email Preferences’ command button or clicking into the ‘Email preferences’ tab. You also have the ability to export reports into excel format by clicking the ‘Download Accounts’ button as shown below:

Please do not use the back arrow when navigating within the Manage User pages. Always go back by clicking into the ‘cancel and return to search results’ or ‘cancel and return to My Home’ command button.

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6. AUTHORISING A USER AND SETTINGS PRIVILEGES Once the online registration form has been completed an automated Email will be sent to the Key User/s advising of the new registration to your Customer account. This Email will come from: ‘noreply-rolls-royce-care@rolls-royce.com’ so please ensure that you do not have an auto rule set to forward ‘noreply’ Emails to your spam folder. Log into Rolls-Royce Care and choose the ‘Manage Users’ Menu option shown below, from the ‘Help’ menu:

The ‘Manage accounts’ screen will display, as shown below. You have the ability to accept or reject the registration from this page by clicking into the respective radio button shown below. *Note: These radio buttons will only be visible when the Account status is ‘Unauthorised’

If the user is not authorised to access your account and you choose to reject their registration the applicant will receive an automated Email to explain their registration has been rejected and to contact Rolls-Royce Care Administration Support. Please always check whether a newly registered user already has a valid User ID, which can be done by searching their Email address and name. Refer to section 5 for guidance with ‘Search’ features. Once you have established that you want to authorise a new registration click into the ‘Accept’ radio button. The page will refresh and show the ‘Account Modify’ page which displays two privilege tables containing a pick list of privileges as below:

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Assign the privileges that you wish the applicant to have by highlighting the privileges in the Available Privileges’ table on the left and then clicking the ‘Add>’ button (highlighted on image above). These will move to the Selected Privileges’ table on the right. Repeat these steps until the required privileges are defined under the ‘Selected Privileges‘ table. *Note: you can highlight more than one privilege by holding down the shift key during selection and also have the option to add all privileges. Then click on the ‘Update personal information’ button highlighted on the image below:

You will then receive a message to confirm that the User Account has been successfully modified, similar to message below:

Click on ‘OK’ button to continue and you will return to the Manage Accounts page. *Note: If you have chosen the EHM privilege, this may take up to five days to be fully enabled for the applicant as this capability needs additional internal support to configure. Once you have authorised the new user online the Rolls-Royce Care Administration team will be able to activate the User ID. This will be undertaken within two working days of your authorisation and once done will trigger a ‘Welcome’ Email to the user. If you chose to register on behalf of the applicant then please remember to inform them of the password chosen at registration. User registrations should be against one person and not a group of people or department. Every individual needing access to Rolls-Royce Care must have their own User ID, we do not permit shared User ID's.

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7. DE-ACTIVATING A USER The following steps detail how to de-activate a user that no longer requires access to the site or is no longer employed by your organisation. These steps assume an understanding of the ‘Manage Users’ pages, which are explained in more detail within Section 5. Navigate to the ‘Manage users’ menu and then select the user that you wish to de-activate by clicking into the ‘Name’ link. The ‘Account Modify’ page will display as shown below. Click on the ‘De-activate’ button, highlighted:

Note: the ‘De-activate’ button will only be visible when a User status is ‘Active’ You will then be prompted to verify de-activation. Verify the command by clicking on the ‘OK’ button, shown below:

After clicking ‘OK’ you will return to the ‘Account Modify’ page.

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8. RE-ACTIVATION OF USER ID The following steps detail how to initiate re-activation of a User ID and assume an understanding of the ‘Manage Users’ pages, which are explained in more detail within section 5. Navigate to the ‘Manage users’ menu and select the user that you wish to re-activate by clicking into the ‘Name’ link. The ‘Account Modify’ page will display as shown below. Click on the ‘Activate’ button, highlighted:

A message will display, which advises that the account re-activation will need Rolls-Royce Care Administration support and will indicate that a system generated Email will be sent to them following verification of your command. Click ‘OK’ to continue and you will return to the ‘Account Modify’ page. Rolls-Royce Care Administration will confirm when the User ID has been re-activated. You will also be able to check the status of the User ID as detailed on section 5; Active status.

9. PRIVILEGE DEFINITION The privileges enabled on your Customer account will be aligned to your Commercial Terms of Business with Rolls-Royce. Below is a full list of privileges and a summary for each. Not all of these privileges detailed will be made available on your account. Some are also specific to certain engines. You may also have a privilege which allows a baseline level of access to information / services on the site. You can request additional services by contacting the respective functional team or Rolls-Royce Care Admin Support team, their details can be located via the ‘Contact’ Menu. ** Privileges marked with two asterisks denote that the user will receive auto generated Email notifications relating to the respective capability whenever a new document is published. The user will have the ability to manage these Email notifications and de-select any they do not wish to receive. This is undertaken within the ‘Update My Profile’ link on their Homepage, via Edit Profile button / Email Preferences tab. As Key User you will also have the ability to amend these settings for your user base, as detailed on page 9.

Manage Orders - This will allow users to view stock, lead time and applicable prices. It allows the user to place a quotation or order and view existing quotations and orders, as well as shipping and invoice information. View Orders Documents - This will allow users to view documentation which is specific to the Ordering functionality View Vendor Address Brochure - lists vendor addresses against cage codes to allow users to purchase directly from the Vendors View Customer Details - allows the user to view their delivery details and consignment data View Price List - allows the user to view the Rolls-Royce Part Price List

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View Vendor Documents - Allows Vendors to view customer specific data. View Vendor CMM - allows the user to view up to date real time Vendor Component maintenance manuals and to receive automated Emails whenever a new document is published. View Vendor CMP - allows the user to view up to date real time Vendor Component Management Programmes and to receive automated Emails whenever a new document is published. View Technical Publications - This needs to be selected in order for users to view the Engine and Maintenance Manuals that your organisation subscribes to. ** View Technical Publication Documents - Enables users to view the following documents; Temporary Revisions, Operation Manuals, Publication Notifications Standard Task and Labour Hours & Technical Publications Index via the Technical Publications menu. (note Standard Task and Labour Hours & Technical Publications Index docs are specific to Business Aviation Customers **View Technical documents – Provides access to new Engine log book deliveries of Trent 700, Trent 900, Trent 1000 and Trent XWB **View Service Bulletins - allows the user to view up to date real time service bulletins and to receive automated Emails whenever a new document is published **View Notice to Operators - allows the user to view up to date real time NTOs and to receive automated Emails whenever a new document is published **View Overhaul Information Notices - allows the user to view up to date real time OINs and to receive automated Emails whenever a new document is published **View Repair Documents – Allows user to view Repair related documentation. Request Technical Variance - Allows the user to raise a Technical Variance. **View Technical Variances - Allows the user to view current Technical Variances (Please note that TVs are only visible online for a set period of time: One Off Technical Variance = 14 Calendar Days (2 Weeks), Repeat Technical Variance = 42 Calendar Days (6 Weeks)). Receive Tech Variance change Email - Enables users to receive an Email notification when the status of the Technical Variance they have requested changes. These Emails will only be sent to the user that applied for the TV. **View EMP Documents - Allows the user to view the generic Engine Maintenance Program and if applicable your customised version of the RR issued EMP. Enables a user to receive automated Emails whenever a new document is published. Endorse EMP - This privilege allows a user to accept the customised EMP that has been issued to your organisation. Engine Health Monitoring – allows access to Engine Data Center (EDC). Please be advised that for this element to be fully active, additional work needs to be undertaken internally by Rolls-Royce to link the service to the individuals User ID. It may take up to 5 working days for this element to be completed once the privilege has been enabled by yourself.

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View Tooling – enabled the user to view Tooling information and provides access to the Hydro Systems website View Tooling Module Change - enables the user to view the Tool Operation, Maintenance, Storage & Disposal Manual (OMSDs) and information for the removal of modules from the engine. View Tooling Test - enables the user to view Tool OMSDs and information that allows them to carry out testing of the engines View Tooling Assemble/Disassemble - enables the user to view Tool OMSDs and information that allow them to strip the modules down into piece parts View Tooling Line Maintenance - enables the user to view Tooling OMSDs and information that enables them to carry out A and B checks on the on-wing engine Manage Warranty Claims - Enables a warranty claim to be raised on-line with a status report capability View Vendor Support Brochure - enables user to view the LRU manufacturers of the accessory equipment with details of contacts and associated warranties and guarantees for each unit Lease engine Services – provides link to web page detailing services provided by Civil Lease Engine Team. View Customer Training - provides link to Civil Customer Training page and any online Training courses if included as part of your contract. View On-Wing Care – Provides visibility of services that the On-Wing Care Team provide. **View Rotables– Allows our suppliers to view customer specific SORB data.

Privileges specific to Civil Airline Customers View Technical Advice - Allows visibility of Technical advice specific to the Trent Engine Family. View Technical Documents - Provides access to new Engine log book for deliveries of Trent 700, Trent 900, Trent 1000 and Trent XWB View Total Care – Provides access to documentation associated with Total Care services **View Worldwide Communications - allows the user to view the latest Worldwide’s including In-Service Event and Non Mod Service Bulletin Ballot communications and to receive automated Emails whenever a new document is published **View Customer Focus Group – Allows user to view the supporting documentation for Customer Focus Group meetings. (Specific to T500, T700 & XWB) **View Working Together Team (Specific- allows user to view the supporting documentation for Working Together Team meetings. (Specific to T100 & RB211) View Service Schedules – Allows visibility of Foundation Services Agreements.

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Privileges specific to Civil Lessor Customers View LessorCare – Allows users to view LessorCare Agreements

Privileges specific to Business Aviation Customers **View Communications - Provides access to News Flashes, News Articles and In- Service event notifications View Engine Technical Videos - Provides access to technical videos associated to the maintenance of Civil Small and Medium engines View Corporate Care Documents - Provides access to documentation associated with Corporate Care services View Authorised Service Centres - Provides access to information associated with the Corporate Aircraft Authorised Service Centres Note: Two document types within the ‘View Technical Publication Documents’ privilege are specific to Business Aviation. These are; Standard Task and Labour Hours & Technical Publications Indices.

10. ADDITIONAL INFORMATION Visibility of Key User - Users who are able to log into the website will be able to check who their Key User is via ‘My Key User’ link found on the ‘Contact’ menu, shown below.

Login Support - Users can access 24 hour login support via telephone: Tel +44 (0)1332 246113 choosing option 1. They will need to inform the call handler that login support is needed for the Rolls-Royce Care Portal.

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11. VERSION CONTROL

Amendment/s made Version Date Name

1 P Bell Added link to public site into text on section 4 2 1 June 15 P Bell Changes to Section 9. Aeroxchange privileges added following changes to Ordering capability. Added Login support info to Section 10.

3 13 July 15 P Bell

New capability effective 14 Jan for Key User to register users & ability to see User preferences

4 14 Jan 16 P Bell

New capability effective 20 April for restricting user access at product level & setting Product preferences

5 13 Apr 16 P Bell

New privilege; View Technical Publication Documents. Section 9 updated

6 7 July 16 P Bell

P13. Screenshot & text following renaming of ‘Reset’ button to ‘Clear Changes’

7 6 June 17 P Bell

New privileges added to section 9; View Service Schedules & View LessorCare. Update to Section 5 p9. Also added level down within contents page for section 10.

8 18 July 17 P Bell