RTE Customer Services Portal

Transcription

1 Version /10/2010 This document is the property of RTE. Any distribution, reproduction and publication, even in part, is forbidden, except with the written authorisation of RTE. Programmes & SI (PSI) TOUR MARCHAND 41 RUE BERTHELOT COURBEVOIE CEDEX TEL : FAX : LONG

2 Page : 2/35 SUMMARY 1. Introduction Correct use of the Customer Services Portal Correct use of the user guide General points Access to the Customer Services Portal Presentation of a standard page of the Customer Services Portal Changing the language of the Customer Services Portal Printing Arrival of a new document on the Customer Services Portal In the event of late payment Specifics of profiles Home page for the applications profile Home page for the advanced functionalities profile Home page for the mandated profile Select a customer functionality on the mandated profile Home page for the customer administrator profile Access management for the customer administrator profile Contractual data family BRE perimeter Invoicing data family My invoice duplicates Payments follow-up Contacts family My RTE contacts Company contacts Requests Appendices Definition of profiles Glossary... 35

3 Page : 3/35 1. Introduction 1.1 Correct use of the Customer Services Portal RTE s Customer Services Portal is a secure, confidential and interactive space. This interface on RTE s client internet site gives you access to all the contractual data and services for which you are registered. The configuration supported for access to the Customer Services Portal is identical to that required for access to RTE s Front Office. For any technical problems that you may encounter, make sure that your configuration complies with the specifications defined by RTE: refer to the on-line document Access to Front Office services: If your configuration is supported, please contact the RTE hotline for any technical problems encountered on the Customer Services Portal Telephone: (or international toll-free number ); rte-hotline@rte-france.com For any other queries, please get in touch with your usual contact person. 1.2 Correct use of the user guide The user guide of the Customer Services Portal is intended for all RTE customer users regardless of their profiles. It was designed to accompany you every step of the way in the discovery and use of the site. In order to make the manual easier to read, the document has been broken down by profile, then by functionality; the icons below indicate important information about each function. Important point. This icon is used for certain finer aspects of the application Good to know This icon is used to indicate certain good practices in the Customer Services Portal Lastly, in order to fully benefit from the manual, it is advised that users read it during their navigation. Enjoy the site!

4 Page : 4/35 2. General points 2.1 Access to the Customer Services Portal [Co01] In Internet Explorer, enter the address and click OK. [Co02] Click on Espace Client, in the top right of the window. [Co03] You have accessed the home page of the customer area. This home page offers 4 profiles: Consumer, distributor, generator and trader supplier Select the correct profile by clicking on the link. [Co04] You have accessed the home page of the customer area. In the grey field of your screen you will see Secure access to your personal data, click on To be connected". [Co05] A pop-up window appears. You are asked to select your certificate. Click on "OK".

5 Page : 5/35 [Co03] You access The structure of this page is the same as that of the customer area: Header Access to applications and / or functionalities Footer Body of page Print button Unlike the Customer Area, the profile selected during step [Co03] has no effect in terms of the content of the web pages displayed: only the colour of the pages changes. To save time, you can also access the Customer Services Portal directly. (see step [Co01] b) Note: all the user guide captures are done via this access (blue background) [Co01] b In Internet Explorer, enter the address and click OK. Go to step [Co05].

6 Page : 6/ Presentation of a standard page of the Customer Services Portal Presentation of the header Access to customer website Name of user + company Access to IWS Change language Breadcrumb trail The header (top of the page), as well as the entire graphics charter, is taken from the customer area. It is the same for all the pages: Clicking on the RTE Réseau de transport d électricité logo will direct you to the customer area ( There is a dedicated space for displaying the name, surname and company of the connected user; Clicking on the RTE institutional will redirect you to the institutional website ( Clicking on the French flag changes the language of the website to French. (see. 2.3, Changing the language); The breadcrumb trail is there to help you to navigate the Customer Services Portal: o o Clicking on the Home page link redirects you to the customer area ( Clicking on the Customer Services Portal homepage link redirects you to the home page of the Customer Services Portal. The breadcrumb trail updates on each page to display the functionality related to the page. Presentation of the footer Change language Access to RTE Institutional site Top of the page The footer (bottom of the page), as well as the entire graphics charter, is taken from the customer area. It is the same for all the pages: Clicking on the RTE institutional will redirect you to the institutional website ( Clicking on français changes the language of the website to French. (see. 2.3, Changing the language); Clicking on Return to top of the page scrolls back to the top of the page without reloading it.

7 Page : 7/35 The access to Other Links on the left side of the page allows you to access the home page and the customer area: o o Customer Services Portal homepage link: Access to the Customer Services Portal home; Return to customer space link: Access to the customer website home. You will find the rest of the navigation according to your profile in the section Specifics of profiles ( 3 ) 2.3 Changing the language of the Customer Services Portal [La01] The Customer Services Portal is bilingual (French and English). Each page offers you the option of clicking on the French flag in the header, or on the français link in the footer. Clicking on one of these 2 links changes the language of the website to French and reloads the active page. As certain pages can not be completely reloaded (pages with on-line formulae) you may be redirected to the home page. [La02] It is possible to change back to French/English by clicking the French/English flag in the header, or the français / English link in the footer. Important: using French has significant impacts when generating CSV files: displaying of dates, column names and even the column separator. In order to ensure that you remain compatible with your CSV file reader (Excel, for example), consider changing back to English before generating or importing any CSV files.

8 Page : 8/ Printing [Im01] On the right of each page under the title, there is a print icon that allows you to print the page displayed. 1. Click on the printer icon; 2. Validate the printing job; The printed page corresponds to a printable version of the Customer Services Portal (no menus, modified header and footer, hidden buttons, etc.) 2.5 Arrival of a new document on the Customer Services Portal [Ma01] Each time a new document is loaded onto the Customer Services Portal, RTE will inform you via . To access the file download website, 1. Click on the link; 2. Follow the instructions given in [Co05] ; 3. Follow the instructions to download a document (refer to step 4 of the associated function). 2.6 In the event of late payment [Ma02] In the event of the late payment of one of your invoices, RTE will inform you by . To access the payment follow-up for the associated contract, 1. Click on the link; 2. Follow the instructions given in [Co05] of Access to the Customer Services Portal; 3. Follow the instructions given in [Sp05] of Payments follow-up.

9 Page : 9/35 3. Specifics of profiles 3.1 Home page for the applications profile [PA01] The home page for the applications profile provides access to the Front Office applications via the menu on the left, shows your details and allows you to download the user guide. The Front Office Applications are accessed via the menu on the right. This menu is below the access to the other links. To access the applications, simply click on the link of the desired application.

10 Page : 10/ Home page for the advanced functionalities profile [PF01] The home page for the advanced functionalities profile provides access to the advanced functionalities of the Customer Services Portal, shows your details, can inform you of the next maintenance period and allows you to download the user guide. The advanced functionalities can be accessed via the menu on the left. The functionalities are broken down into 3 functional families. A functionality is displayed if your company or one of your subsidiary companies has a related contract with RTE. A family is displayed if at least one related functionality is displayed. Each link corresponds to a functionality: Contractual data family (see 4) o My BRE perimeter (see 4.1) ; Invoicing data family (see 5) o My invoice duplicates (see 5.1) ; o Payments follow-up(see 5.2); Contacts family (see 6) o My RTE contacts (see 6.1) ; o Company contacts (see 6.2); o Requests (see 3). [PF02] The paragraph relating to the Customer Services Portal maintenance period informs you of the next maintenance period. This period can refer to the entire site or to the functionality of the BRE perimeter (see 4.1). When accessing the Customer Services Portal during maintenance, there will be a warning message on the home page. During maintenance of the BRE perimeter, only the BRE perimeter (see 4.1) is not accessible. During general maintenance, only the home page is accessible.

11 Page : 11/35 Good to know! The Customer Services Portal will be under maintenance every day between 7:45 pm and 9:15 pm for daily data backups. If you think your company has the necessary contracts to access a functionality and it is not present in your navigation menu, remember to ask whether there is an administrator within your company who authorised to manage access rights to the functionalities of. If there is such a person, it is possible that he/she has restricted your access to certain functionalities. In that case, please contact him/her directly. If there is no such person, contact RTE to analyse the problem (see 1.1, Correct use of the Customer Services Portal). 3.3 Home page for the mandated profile [PM01] The home page for the mandated profile supplies the same services and information as the advanced functionalities" profile. The advanced functionalities can be accessed via the menu on the left. The functionalities are broken down into 3 functional families. A functionality is displayed if one of your principal companies or one of their subsidiary companies has a related contract with RTE. A family is displayed if at least one related functionality is displayed. Each link corresponds to a functionality. Contractual data family (see 4) o BRE perimeter (see 4.1) ; Invoicing data family (see 5) o My invoice duplicates (see 5.1) ; o Payments follow-up(see 5.2); Contacts family (see 6) o My RTE contacts (see 6.1) ; Selection zone for mandated company o Company contacts (see 6.2); o My requests (see 6.3). Lastly, it is possible, as on all pages, to change principal companies. Refer to section Select a customer functionality on the mandated profile ( 3.4)

12 Page : 12/35 [PM02] The paragraph relating to the Customer Services Portal s maintenance period informs you of the next maintenance period. This period can refer to the entire site or to the functionality of the BRE perimeter (see 4.1). When accessing the Customer Services Portal during maintenance, there will be a warning message on the home page. During maintenance of the BRE perimeter, only the BRE perimeter (see 4.1) is not accessible. During general maintenance, only the home page is accessible. Good to know! The Customer Services Portal will be under maintenance every day between 7:45 pm and 9:15 pm for daily data backups. For the sections relating to the functionality aspect, in order to facilitate the reading of the user guide, the screen shots, the descriptions and the explanations relate to non-mandated users. To ensure better understanding, certain terms of the user guide must be replaced by mandated user terms; Functionalities starting with "My" that relate to documents and contacts must be changed ( My reports becomes Reports for the mandated user); Remarks such as "your company" correspond to comments from your "selected mandated company"; If, when accessing a functionality with a selected company, you receive the error message You do not have rights to access the portal of this company. Please select another company, this is because the company selected does not have the contracts necessary for access to this functionality. If an administrator in the selected mandated company is authorised to manage access rights to the functionalities of, it is also possible that he/she has restricted your access to certain functionalities. In that case, please contact him/her directly. If there is no such person, contact RTE to analyse the problem (see 1.1, Correct use of the Customer Services Portal). 3.4 Select a customer functionality on the mandated profile To view the data of your principal companies, you must select a company Selected customer Selection via drop-down box

13 Page : 13/35 [PM03] The customers of the drop-down box correspond to your principal companies. To select a company of your portfolio, 1. Click on the icon; 2. An alphabetised drop-down list is displayed. Simply click on the desired company; 3. The page will reload with the selected company. If, when accessing a function, you receive the error message No company selected, please select a company. 3.5 Home page for the customer administrator profile [AD01] The customer administrator profile is an addition to the advanced or mandated functionalities profile: the home page for this profile therefore supplies, in addition to the services and information of the advanced functionalities or mandated profile, a service for managing your users access. For functionalities specific to the advanced functionality or mandated profiles, please refer to the section devoted to this: Home page for the advanced functionalities profile ( 3.2) ; Home page for the mandated profile ( 3.3) The service for managing your users access is via the Access management link in the Administration family 3.6 Access management for the customer administrator profile Before administrating the rights of users within your company, a little theory... This functionality is only accessible to customer administrators. To request it, just download the form, access to the RTE information system, which is available in the customer space ( to request a modification. This functionality was established to allow you to restrict access to the data in the Customer Services Portal to users within your company. Before administrating the rights of users within your company, it is important to understand the following concepts:

14 Page : 14/35 1. By default, the access rights to a functionality are based on a company s contracts: to have access to the BRE perimeter, your company must have a BRE contract, to have access to the PS, DPP, Metering and QdE functionalities, it is necessary to have a CART contract; etc. 2. The right of access to a functionality is composed of a level of authorisation ( none, reader or editor/requester, if the functionality allows you to make requests or edit data) and for preference the sending of an (if the associated functionality sends you s); 3. If the user has no special rights, he/she is allocated those general to the attached company. If the company does not have any, access management is done by contract and the s are always sent. The management of access rights is done by the attached company. A mandated user can therefore have different access management rights, depending on the company selected. [Ga01] On the access management page, if you have customer administrator rights, you can view the rights of the company selected, its users and, by descending hierarchy, the rights of subsidiary companies and their users. Quick access Company user default rights User rights [Ga02] Quick access allows you to directly access the rights of a company in the descending hierarchy of your company: 1. Click on : A drop-down list opens. It corresponds to the companies in the descending hierarchy of your company (inclusive): 2. Click on the desired company. You will directly access the company without the page having to reload; 3. You can access the menu again by clicking on top of page. [Ga03] For each company in your hierarchy, you can view the rights of the company and of the users. For the companies (default user rights): If the company s user rights have not been set up or have been deleted, a table similar to this one is displayed:

15 Page : 15/35 If the company s user rights have been set up, a table similar to this one is displayed: the functionalities set up are displayed in three columns according to their level of authorisation (read only. read/write and sending). To modify the company s rights, simply click on Site users (see [Ga05]). For the users: The principle is the same as for companies: if the user rights have not been set up, the wording [ ] functionalities of the company are displayed instead of the functionalities (see Peter CLARK). Otherwise, the functionalities set up are displayed in three columns according to their level of authorisation (read-only. read/write and sending) (see Jean DUPONT). To modify a user s rights, just click on his/her name; To modify the rights of several users, tick the ( ) box for the users concerned and click on (see [Ga05]. For a user, access to a functionality is based on the company s contracts and on this set-up. For questions relating to a change in your contract reference base, it is possible to set up functionalities to which the company does not yet have access. The functionalities displayed therefore correspond to those set up by the administrator but not necessarily to the functionalities accessible to the user.

16 Page : 16/35 [Ga04] To modify a company s default user rights: By clicking on Site users, you access the default user rights. For each functionality, this table shows the following information: Functionality; Access to the functionality: present if the company has access to this functionality per contract (otherwise, the set-up will have no effect on user rights); Company rights: company authorisation level; sending: box to activate the sending of (depending on the functionalities). To delete default user rights: Click on. A dialogue box similar to this one opens By clicking on OK, this action deletes the default user rights and re-directs you the access management home page with the message: To set up default user rights: By functionality, 1. Click on ; 2. A drop-down list opens. It corresponds to the possible authorisation levels for the associated functionality; 3. Click on the desired level. The filter updates; 4. If the level is none, the sending is automatically deactivated (because it is impossible to activate the sending of s, if the user does not have access to the functionality); 5. Otherwise, for the functionalities which send s, it is possible to perform the set-up, so that the Customer Services Portal sends s to users, by ticking ( ) or clearing the box ( ).

17 Page : 17/35 After modifying the functionality rights, remember to click on dialogue box similar to this one opens: to confirm the modifications. A If you click on OK, you will be re-directed to the main access management page with a message confirming that the modifications have taken effect. The confirmation of the rights is applied when the user re-connects to the application. [Ga05] To modify the rights of one or more users: To modify a single user: by clicking on his/her name, you access rights management directly; To modify the rights of several users: by clicking on their respective boxes and then on, you gain access to access rights management for the selected users. If you have selected several users and they have differing rights, a dialogue box similar to this one opens: If users have differing rights, it is not possible to modify them together. This dialogue box tells you that, if you continue, the administration page will be initialised with the company s rights and not their previous rights. Rights will only be applied when you click on Confirm the rights.

18 Page : 18/35 Unlike the administration of default company user rights, this page displays three tables. The first one shows the set-up of company user default rights in the formal way shown in [Ga04] (functionalities divided into three tables). This table is there to assist users. The second table shows those of users concerned by the updating of the rights. These are the users selected on the preceding screen. The third and final table re-states the formality of [Ga05 ] for the administration itself. Users company s rights Selected users names Administration table To grant the rights to the company, click on. The page reloads. The third table is updated with the company s rights. To apply this set-up, do not forget to click on. To set up the rights of selected users, the step to follow is identical to that for setting up default users (refer to [Ga04 ]). After modifying the user rights, remember to click on to confirm the modifications. Once you have confirmed this action, you will be directed to the main access management page with a message confirming that the modifications to user rights have been applied. If the modified rights correspond to the rights set up for the company, the Customer Services Portal will interpret it that the rights of the selected users have to be deleted. In that case, the user again sees the banner [ ] functionalities of the company.

19 Page : 19/35 4. Contractual data family 4.1 BRE perimeter [Re01] If there is one or more related BRE perimeters, a page similar to that on the right is displayed. By default, the first BRE perimeter at that date appears in several tables divided into four sections: General information; Bank guarantee; Physical perimeter; Declarative perimeter. Only the first table showing general information is always displayed. The others are only displayed if the perimeter contains this type of data. Each section is made up of one or more tables. The Physical Perimeter and Declarative Perimeter sections are shown if there is at least one item in these perimeters. [Re02] By default, the displayed perimeter corresponds to the first perimeter in the descending hierarchy of your company (inclusive). It is possible to modify the perimeter and the type of perimeter. If several perimeters are linked to your company s descending hierarchy (inclusive), you can change the perimeter via the BRE perimeter table. 1. Click on ; 2. Select the desired perimeter; 3. The filter updates. In addition, it is now possible to view the BRE perimeter at an invoicing date: by clicking on the BRE perimeter of a specific month radio button, the second line of the BRE perimeter of a specific month ungreys for the selection of an invoicing month and term (M+X):

20 Page : 20/35 To modify the Invoicing month filter 1. Click on ; 2. A drop-down list opens. It corresponds (in order) to the following month, the current month (selected by default) and to the eleven previous months; 3. Click on the desired month. The Invoicing month filter updates and the term filter is reinitialised at M+1. To modify the Term filter: 1. A drop-down list opens. This relates to the four terms for the invoicing month selected. 2. Click on the desired term. The Term filter updates. Having selected the perimeter, its type and if necessary, the Invoicing month filters and then Term, click on. If the filters do not return any perimeter, an error message is displayed: For the perimeter at that date: There is no balance responsible entity perimeter available for this contract appears: For the invoicing perimeter: No BRE perimeter available for this contract, this month of invoicing and this term is displayed: Good to know! for the invoicing perimeter, the lines in red relate to updated information. [Re03] The Towards the information section lets you quickly access a section or sub-section of the BRE perimeter summary. 1. Click on : A drop-down list opens. It corresponds to the sections and sub-sections of the BRE perimeter; 2. Click on the desired section or sub-section. You will directly access the company without the page having to reload; You can access the menu again by clicking on top of page. [Re04] The General Information table is divided into 4 columns: Contract number corresponds to the number of the BRE participation agreement signed with RTE;

21 Page : 21/35 BRE RTE code corresponds to the RTE code for the BRE; The BRE EIC code corresponds to the BRE s EIC code; Download the perimeter allows you to download the perimeter as a zip file. To download the zip file containing the BRE perimeter, 1. Click on ".zip". 2. A dialogue box opens. Click on " Enregistrer ". 3. Select the directory and then click Enregistrer again; 4. Go to the directory where you saved the file; 5. Extract the zip file using your decompression software (winzip, quickzip, zipgenius, etc); Several files will be extracted from the zip file. As is the case with the web interface, the first one is always present. The others are there if there are data of that type in the perimeter. a) 0-GeneralInformations.csv ; b) 1-ConsumptionSites.csv ; c) 2-ProductionSites.csv ; d) 3-ActivityOnTSO.csv ; e) 4-NEBPurchaseBRE-BRE.csv ; f) 5-NEBSalesBRE-BRE.csv ; g) 6-NEBRE-PTSSites.csv ; h) 7-NEBRE-PDSSites.csv ; i) 8-TransactionsExchange.csv ; j) 9-CrossbordersTransactions.csv ; k) 10-RTELosses.csv. l) 11-BankGuarantee.csv.

22 Page : 22/35 5. Invoicing data family 5.1 My invoice duplicates [Fa01] If there are no duplicates linked to your company or one of your subsidiary companies, the error message No duplicate of invoice available for this company will appear. [Fa02] If there are duplicates linked to your company and/or to one of the subsidiary companies, a page similar to the one on the right is displayed. Quick access For each company a 5-column table is displayed that contains the amendments or contracts. These columns are set out as follows: The first corresponds to the date of the duplicate in the format month year ; The second corresponds to the type of duplicate; The third corresponds to the type of the contract linked to the duplicate; The fourth corresponds to the description of the contract linked to the duplicate; The fifth corresponds to the invoice number in an info-bubble. To see it, pass the mouse pointer over the i icon. The sixth corresponds to the link to download the file (see [Fa04]); Download link Link to top of page [Fa03] Quick access allows you to directly access your company s duplicates or those of your subsidiary companies: 1. Click on. A drop-down box is displayed. It corresponds to the list of your companies that have duplicates. 2. Click on the desired company. You will directly access the company without the page having to reload; 3. You can access the menu again by clicking on top page.

23 Page : 23/35 [Fa04] To download a duplicate, 1. Click on the.pdf or the.zip of the duplicate; 2. A pop-up is displayed to download the file. 3. Click on Open to read the file, or on Save to save a local copy. [Fa05] You have the possibility of filtering the display of the duplicates. By default, the filters are initialised to All, which corresponds to no filter. You can filter the documents by modifying them: By company: corresponds to one of your companies that has duplicates; By contract title: corresponds to the descriptions of the document contracts of one of your companies. By contract type: corresponds to the type of document contract; By type of document: corresponds to the type of document; By date: corresponds to the month when the duplicate was issued by the RTE accounts department in the format month year ; By invoice number: corresponds to the duplicate numbers belonging to one of your companies. It is of course possible to use several filters at the same time. After having selected the filters, simply click on Filter. If these filters return no response, the error message No duplicate with this filter appears. Simply modify the filters to obtain results.

24 Page : 24/ Payments follow-up [Sp01] On the payments follow-up page, you can view the monitoring of payments from companies in your descending hierarchy. [Sp02] If there are several companies in your descending hierarchy that may be invoiced, you must select the company for which you wish to the view the payment monitoring: 1. Click on in the Choice of company list; 2. Select the desired company; 3. Click on "OK". The page updates with the payments follow-up for the contracts of the new company selected in the filter. [Sp03] After clicking on OK (or if there is only one invoiceable company in your descending hierarchy), if there is no invoice associated with the selected company in the page filter, the error message No invoice available for the selected company is displayed. [Sp04] Otherwise you go to a page like the one on the right. Choice of company Quick access to a contract Link to top of page Graph of the invoices under a contract for the last six months (see [Sp05]) List of unpaid and overdue invoices, if there are any (see [Sp06])

25 Page : 25/35 [Sp05] For each contract associated with the company selected in the page filter, a graph is displayed on the payment status of invoices grouped by month, for the last six months. The key below the graph shows the colour coding for the payment status of invoices for the corresponding month: Paid invoice; Overdue invoice; Current invoice. Since each bar is an aggregation of paid, late or current invoices, it is therefore possible for a single month to contain several invoice statuses and for the bar to have three different colours. [Sp06] If there are invoices which have not been paid and which are overdue, a two-column table is placed beneath the graph, showing as follows: The first column is the month the unpaid invoices were issued; The second column is the list of unpaid invoices numbers for the month concerned. [Sp07] Quick access allows you direct access to payments follow up for a contract for the selected company in the form filter: 1. Click on : A drop-down list opens. It contains the contracts for the selected company; 2. Click on the desired contract. You will have direct access to the payments follow-up for this contract without the page having to reload; 3. You can access the menu again by clicking on top of page.

26 Page : 26/35 6. Contacts family 6.1 My RTE contacts [In01] If there is no RTE contact linked to your company or to your subsidiary companies, the error message No RTE contact available for this company will appear. [In02] If there are contacts linked to your company and/or to one of your subsidiary companies, a page similar to the one on the right is displayed. address Quick access RTE contacts are grouped together by company. For each company in your descending hierarchy, the RTE contacts are displayed in a 5-column table: Company: Company whose AM/KAM is the contact; RTE contact: name of the AM/KAM; Function: job title of the AM/KAM; address: address of the AM/ KAM if entered in our database; Phone: telephone number of the AM/KAM if entered in our database; Fax: Fax number of the AM/KAM if entered in our database; [In03] Quick access allows you to directly access the RTE contacts of your companies: 1. Click on. A drop-down box is displayed. It corresponds to the list of your companies; 2. Click on the desired company. You will directly access the company without the page having to reload; [In04] To send an to a contact, 1. Click on the contact s address; 2. Your message application will open. Enter the subject and the body of the message; 3. Click on "Send".

27 Page : 27/ Company contacts [Ic01] This page shows the people whom RTE identifies as a company contact in the companies in your descending hierarchy. address Quick access Company contacts are grouped together by company. For each company in your descending hierarchy, the company contacts are displayed in a 5-column table: Contact: name of company contact; address: contact address if your company has communicated it to RTE; Telephone: contact telephone numbers (fixed and mobile), if your company has communicated them to RTE; Fax: contact fax number, if your company has communicated it to RTE; Edit: contains a button for editing user details. Button to modify the details If you wish to add to a colleague s details or modify them, click on and refer to [lc03]. If the modify column is not present, this is because your administrator has withdrawn company contact update rights from you. [Ic02] Quick access allows you to directly access the company contacts for one of your companies: 1. Click on. A drop-down list opens. It contains a list of your companies; 2. Click on the desired company. You will access it directly without the page having to reload; 3. You can access the menu again by clicking on top of page. [Ic03] To edit a company contact s details, click on. You will arrive at a page called Modification of a company contact followed by the contact s name. In this screen you can edit the address, fixed and mobile telephone and fax numbers. After editing the desired details, click on.

28 Page : 28/35 In the event of an error when entering the details, the page re-loads with an error message stating the nature of the error: An address that does not follow the standard format: it must be made up of a user name, and a domain name that contains no special characters; An incorrect telephone number is one that does not follow the standard RTE format: it must be in the format ». If you are successful, you are re-directed to the company contacts page with a confirming message: A confirming is sent to you and also to the RTE representative responsible for the company. This screen only allows you to modify a user s contact details. To delete or add to them, download the form associated with your current user profile from and follow the instructions contained in it. 6.3 Requests [So01] On the requests home page, you can make a new request or monitor requests from companies in your descending hierarchy. New request Monitor the requests

29 Page : 29/35 If no request was made for your company or by companies in your descending hierarchy, the request monitoring table is replaced by an information message There is no request for the selected company. [So02] To issue a new request, Select the company in your descending hierarchy: 1. Click on. A drop-down list opens. It contains a list of your companies; 2. Click on the company for which you want to make a request. The filter updates; 3. Click on A new page opens, inviting you to make a new request to RTE for the company selected in the previous stage. 1. In the General information section, enter the subject of your request; 2. In the Add a comment section, take a few lines to support your request; 3. If necessary, you can add up to three files (with a maximum size of 5MB each) in the Attach files section; Having entered the information required for the request and possibly attaching files, you can save a draft of the request by clicking on or send it to RTE by clicking on. After clicking on one of the buttons, if you have completed the subject and the comments, you are re-directed to the requests home page with a message, informing you that your request has been updated: If you clicked on Save as a draft, after saving, the request is then present in request monitoring in a Draft state. The request is only visible to you or one of your colleagues. You can edit it by clicking on or delete it by clicking on (see [So04]). (see [So03])

30 Page : 30/35 If you clicked on Send, once sent, the request is then present in the requests monitoring in a "To be handled" state and an is automatically sent to the customer representative responsible for the selected company, so that the request can be dealt with as quickly as possible. In this table you can view the request by clicking on (see [So06]). If you see this message, it is because you have forgotten to complete one of the required fields in the request (subject or comments). In that case, just complete it, attach any files again and click on the button to send the request. To protect the Customer Services Portal, no attached file may exceed 5 MB. In the event that this rule is not complied with when submitting comments, an error message is displayed: [So03] If you clicked on in a draft request, you are directed to a page similar to the one shown in [So01] which allows you to edit the request. You can: 1. In the General information section, enter the subject of your request 2. In the Add comments section, edit your comments; 3. And in the Attach files section, manage the files relating to the request and view (see [So07], add or delete them (see [So04]). The actions are the same as for creating a request.

31 Page : 31/35 [So04] To delete an attachment to a request, just click on to the right of the attachment. The name of the attachment and the icon are replaced by an invitation to attach a new file. In the event of an incorrect action, just click on to ignore the modifications to the request. [So05] To delete a Draft request, 1. Click on ; 2. A dialogue box opens, asking you to confirm the deletion; 3. If you are sure, click on OK, 4. The page will reload after the deletion is confirmed: [So06] An is automatically sent to you when the Account Manager of the company dealing with the request has replied. This tells you if a comment was added or if the request has been closed. From the link in the , you access the updated request directly. It is possible to access it by clicking on the request monitoring table. in The detail of the request is divided into five sections. General information (See [So07]) Request (See [So08]) Add a comment (See [So09]) Add files (See [So09]) Current request action buttons (See [So09])

32 Page : 32/35 [So07] In the General information section, the general information in the request appears in five lines : The Bearer line relates to the name of the user initiating the request; The Company line is the name of the company sending the request; The Status line is the status of the request; The Date line is the date the request was created; The Subject line contains the subject of the request. [So08] In the Request section, you can view the messages exchanged. These comments, sorted in chronological order, each contain the following information: Date of comment Comments box The date of the comment; The name of the person who added the comment, followed by the name of his/her company; The comment; The attachments to the comment which may be downloaded (see [So10]). Comment manager, followed by his/her company Attachments box (up to 3), if there are any [So09] You can update current requests: 1. In the Add a comment section, you can supplement your request by adding a comment; 2. If necessary, you can add up to three files (to a max. of 5MB) in the Attach files section; You can send the information to RTE by clicking or close it by clicking on. After clicking on one of the two buttons, if you have added a comment, you are re-directed to the requests home page with a message, informing you that your request has been updated and a mail has been sent to RTE informing them of the update.

33 Page : 33/35 [So10] To download a file linked to a comment in a request: 1. Click on the file link; 2. A dialogue box opens to download the file. 3. Click on Enregistrer to save it locally. 4. Open the file.

34 Page : 34/35 7. Appendices 7.1 Definition of profiles Your profile depends on your use of the Customer Services Portal and may not be unique: Applications profile: You use the Customer Services Portal to connect to your other RTE applications: E-appro, E-loss, Syga, etc. For this profile, Only sections General points ( 2) and Home page for the advanced functionalities profile ( 3) will be of interest to you. Advanced functionalities of the Customer Services Portal profile: You use the Customer Services Portal to view your contractual and invoicing data and to make requests of RTE. For this profile, Section General points ( 2) will be a good introduction to using the Customer Services Portal; The section Home page for the advanced functionalities profile ( 3.2) will show you the home page Depending on your relation with RTE, sections Contractual data family ( 4), Invoicing data family ( 5) and Contacts family (see 6) could interest you. You may request this profile by contacting your account manager. Mandated profile: You use the Customer Services Portal to view contractual and invoicing data of a customer that has mandated you. For this profile, Section General points ( 2) will be a good introduction to using the Customer Services Portal; Sections Home page for the mandated profile ( 3.3) and Select a customer functionality on the mandated profile ( 3.4) will give the specifications of the mandated access. Depending on the relation between your customer and RTE, sections sections Contractual data family ( 4), Invoicing data family ( 5) and Contacts family (see 6) could interest you. Customer administrator profile: in addition to your advanced functionalities of the Customer Services Portal or mandated profile, you have a responsibility for the access to your contractual data and for the invoicing to all users in your company. For this profile, in additional to the sections specific to your advanced functionalities of the personalised customer space or mandated profile type, these sections will be of interest to you: The section Home page for the customer administrator profile ( Erreur! Source du renvoi introuvable.) will show you the home page for your profile; The Access management section ( Access management for the customer administrator profile) will show you how to manage access by the users within your

35 Page : 35/35 company. You may request this profile via the on-line form: 10.pdf 7.2 Glossary You will find the majority of terms used in the website according to your profile: Distributor Consumer Generator Trader Supplier The other terms are given in this table. Name CSV AM Certificate Definition Comma-Separated Values. CSV is an open IT format representing tabled data. Account Manager Electronic document, issued by a certification authority, which guarantees: The source of the information its authenticity by means of an electronic signature. The identity of a user, authenticated by the certificate he presents. HTTP HTTPS KAM IWS BRE HyperText Transfer Protocol. Customer-server communications protocol developed for the Internet. HyperText Transfer Protocol over SSL. Secure version of the HTTP. An HTTPS communication is an http communication transiting over a TLS (previously SSL) connection. Key Account Manager Institutional WebSite: RTE s website ( Balance Responsible Entity