General Information
Introduction, communications protocols, and governance structure
Purpose of This Manual
The purpose of this User Guide is to provide information and guidance to ensure TotalCare and Product Agreement services are delivered effectively.
It outlines the interface procedures required to deliver services in accordance with the relevant contract Service Schedules, along with other information relating to Scope of Equipment and Qualification of Events, highlighting other relevant Assumptions and Customer undertakings.
The procedures themselves and the roles and responsibilities of Rolls-Royce and the Customer in delivering Covered Services, are fully defined within the relevant TotalCare and Product Agreement Services Schedules. This document should be read in conjunction with the relevant Agreements which take precedence over this document.
Communications Protocol
- All communication via email may be addressed to each responsible function within each company
- Important verbal content (direct or by phone) must be confirmed by email or letter
- All technical documents distributed between the customer, Rolls-Royce and the Overhaul Base must be written in English
- Responding email shall be addressed to those addresses given by the sender
- Both parties will provide email addresses and required software for handling digital pictures and technical information
Airline Support Team
The Airline Support Team will be the Customer's designated point-of-contact for all issues related to the Agreement.
Rolls-Royce Provides
- EIS readiness planning
- Recommended training details
- Parts and tooling guidance
- Spare engine support
- Engine overhaul services
- Delivery of Agreement Services
- Coordination on AOG support
- Additional services (to be confirmed)
Customer Provides
- Reasonable office accommodation
- Access to systems and non-sensitive data
- Site access for services
- Medical care as offered to employees
- HSE compliant working environment
- Access to relevant customer representatives as needed
Meetings & Governance
Technical Review Committee (TRC)
Review and agree the workscope for an individual engine shop visit
Attendees: Rolls-Royce, Customer, Overhaul Base
Business Review Meeting
Review account activity and service delivery
Attendees: Rolls-Royce & Customer
PAS/LRU Reliability Review
Review the customer's technical unit issues
Attendees: Rolls-Royce & Customer
Reoccurring Action Items List (RAIL)
Review account activity and service delivery
Attendees: Rolls-Royce & Customer
CSAT Review
Review account activity and service delivery
Attendees: Rolls-Royce & Customer
Line of Balance
Assess the health of the fleet
Attendees: Rolls-Royce & Customer
Document Hierarchy
In the event of any conflict between this User Guide and the TotalCare Services Agreement, the Agreement will govern.
Document References
Product Agreement
Per Customer Contract
TotalCare Services Agreement
Per Customer Contract
IATA Leasing Agreement
—
Engine Management Programme
Generic EMP
Lease Engine Guide
customers.rolls-royce.com
Supplementary Financial Assistance
Per Customer Contract
Service Bulletin Policy
Per Customer Contract
Primary Contact
Airline Support Team is your designated point-of-contact for all Agreement-related issues.
Pro Tip
Always confirm important verbal communications in writing via email for proper documentation.