Copyright Thatcham Research The reproduction or transmission of all or part of this guide, whether by photocopying or storing in any medium by

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1 Copyright Thatcham Research The reproduction or transmission of all or part of this guide, whether by photocopying or storing in any medium by electronic means or otherwise, without the written permission of Thatcham is prohibited. The commission of any unauthorised act in relation to this document may result in civil or criminal actions. Version 4: November 2016

2 escribe 1. What information do I need to get started? As always, you will need to renew your escribe subscription through the Sales Department, they will set you up in the system and an admin password will be provided. With that information you, will be able to create your own users under your company. 2. What web browsers are supported? Google Chrome 12 or later; Microsoft Internet Explorer 7 or later; Mozilla Firefox 3.6 or later; This software is tablet friendly and certified to work on Apple ipad2 or newer running ios 5 or later. Android support is experimental and whilst all efforts are made to work with a majority of mobile devices, this product is currently not supported on the Google Android platform. Users are advised to use the most up to date versions of web browsers to ensure compliance with latest technologies, standards, security and application support. 3. Do I have to accept the Terms and Conditions to access the escribe? Yes, you have to accept them in order to access to the system. 4. I can t access to escribe through the link provided. What do I have to do? You can copy the link and paste it on the browser bar of your internet home page. 5. Can I access to escribe offline? No, you can t. You need to have internet access to use escribe. 6. What are the minimum requirements for internet access? Broadband internet connection of 1Mbps or faster. 7. I ve lost my password what shall I do? You need to go to the escribe log in page and click on Lost your password link. You ll be prompted to insert your address and you will receive an with a link to reset your password. 8. Will we need a dedicated IT member of staff to look after the users? No, you will just need to nominate a person who will be the admin user for all creation / deletion / alteration of users. 9. I ve lost the User guide / Admin guide / Quick start guide, what can I do? Please log into the product and go to the Help Screen to get a copy. Otherwise, you can go to where copies of all the guides are kept. Repair Sector Products Page 2 of 11 Date: November 2016

3 10. I ve received an saying that my username has been disabled, what shall I do? Contact your company admin user to find out if he/she has changed your status. 11. My user name has expired, what can I do? You need to call Thatcham to find out if your company expiry date has been changed. 12. What is the average size for documents generated by escribe? Average document size (pdf): 200KB 13. What is the average size for a methods pack generated by escribe? Average methods pack (pdf): 7MB 14. What is the Service Availability for escribe? Service availability for escribe is: Mon-Fri 8am to 5pm Sat 9am to 1pm If you cannot find any of the answers to the queries you have in this document, please contact escribe support: sales@thatcham.org Support Information Phone: Repair Sector Products Page 3 of 11 Date: November 2016

4 Thatcham Technical Helpline Acceptable Use Policy As a subscriber to the Technical Helpline you are permitted to make technical requests which we will use our reasonable endeavours to respond to by providing you with the requested technical information (the information ). The Technical Helpline is operated by The Motor Insurance Repair Research Centre a company limited by guarantee incorporated and registered in England with registered number ( we or us ). This is the acceptable use policy relating to the Technical Helpline. This acceptable use policy applies to all users of the Technical Helpline and applies in addition to the terms and conditions of your subscription to escribe. Your access to and use of the Technical Helpline and the information made available to you as a result of your use is subject to the following terms and conditions: 1. The hours of operation of the Technical Helpline are 8.00am to 6.00pm on any Working Day. For the purposes of this policy Working Day shall mean any day except Saturday or Sunday or days which are bank or public holidays in England or days when Thatcham is closed over holidays periods. For further details on dates when Thatcham is closed please refer to 2. Only subscribers to escribe may use the Technical Helpline and subscribers may not make technical requests on behalf of anyone else or permit any nonsubscribers to access the Technical Helpline. 3. No subscriber may make more than 1200 technical requests per year. This is to ensure that we can offer fair access and equal level of service to all subscribers. If you find that you need to exceed this limit, please contact the Subscriber Services Team and we will consider your request. 4. You are not entitled to resell or redistribute any information that is provided to you by the Technical Helpline. 5. The information provided by us to you in response to a technical request is solely on an as-is/as available basis. We make no representation or claim of any kind concerning the information (express or implied, including, without limitation, any warranty as to satisfactory quality or as to particular purpose or use, or that the information provided will not infringe any third party s intellectual property rights). 6. Your use of the technical helpline is at your own risk. The information we provide may not reflect the most up to date issues, matters, verdicts or settlements. We assume no responsibility for the accuracy, or completeness of the information. We do not guarantee that all information will be continuously available or that access to the technical helpline will be uninterrupted, timely or secure. You acknowledge that operation of the technical helpline may be affected by factors outside of our control. We are not liable to you or any third party for the information, or for damages arising from the use of the information or performance of the technical helpline under any circumstances. Without limiting the foregoing we shall not be liable to you or any third party for any indirect, incidental, consequential, exemplary or other 7. Each technical request is given a level of urgency with which it must be dealt. Level One being the least urgent and Level Three being the most urgent. We use reasonable endeavours to respond to any request to the Technical Helpline in the following timescales : a. Level Two within 3 Working Days b. Level Three within 1 Working Day 8. If the Technical Helpline team reasonably considers that a response to your request is likely to be delayed we will make reasonable efforts to notify you in good time of the Repair Sector Products Page 4 of 11 Date: November 2016

5 delay. We accept no liability for delayed responses to Technical Requests. Response times may be slightly delayed following bank or public holidays or days when Thatcham has been closed over holiday periods. 9. You will be able to access any response to a Level Two or Level Three Technical Request that you have made in an on-line library ( Library ) for a period of six months after the date of a response. After such time the response will be deleted. We accept no liability for the accuracy of the information that is kept for you in your Library and it is possible that this information may become superseded or outdated by new information during the time it is maintained in the Library. We draw to your attention the provisions of paragraphs 5 and 6 above. 10. We do not guarantee that we are able to answer all technical requests including without limitation technical requests for technical information from the following manufacturers: Bentley, Cadillac, Lotus, Perodua, Rolls Royce and manufacturers of all classic and high performance cars and low volume sports cars, for example TVR, Ferrari and McLaren. 11. You are responsible for ensuring that your s are correctly submitted to Thatcham and for ensuring that your account is capable of receiving incoming s from us. If we are experiencing difficulties ing a response to you, we will use reasonable endeavours to alert you of the problem but we accept no liability for the non receipt by you of any that we have sent to you. 12. You shall not knowingly transmit any data or send to us any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware. 13. We will determine, in our discretion whether there has been a breach of this acceptable use policy through your use of the Technical Helpline. When a breach of this policy has occurred, we may take such action as we deem appropriate. 14. Failure to comply with this acceptable use policy shall constitute a material breach of your Technical Helpline Subscription and may result in our withdrawal of your right to use the Technical Helpline or any other action we reasonably deem appropriate. 15. We may amend, modify or substitute this acceptable use policy at any time and any such modification, amendment or substitution shall be posted on our website and apply from the date that it is posted. We recommend that you check the above website regularly for any such amendments or updates. Repair Sector Products Page 5 of 11 Date: November 2016

6 Thatcham Technical Helpline Help file You can access the Technical Helpline service via Thatcham s website or from the homepage of the website through the Products menu, clicking on Helpline Portal Internet Explorer Options Before you start, please ensure your browser supports JavaScript and Java Applets. The options above must be enabled in order for the Technical Helpline system to work properly. If you are unsure regarding any of these settings please refer to your IT department. Please note that because the site is a secure site, the back button of the web browser will not work properly. If you click it, you will get a message saying "Content Expired". Login However you reach the Technical Helpline service, your first port of call is always to login. Click the Login button and you will be asked to enter your username and password, as previously supplied. Forgotten details If you have previously registered but have forgotten your details click on the Forgotten Details link. The telephone number to call to retrieve your details is displayed. Please ensure you have as much information as possible before making the call, preferably one or all of company name, postcode and OT (Thatcham Customer Reference) number. Having logged in successfully you are then presented with various options. Current Enquiries This is normally the first screen you will see and provides a personal snapshot of all existing helpline enquiries. Repair Sector Products Page 6 of 11 Date: November 2016

7 By default the screen is populated with a summary and status of all of your existing enquiries. However, you will also see various options to filter the list of enquiries using either one or a combination of search parameters. You can choose to filter by a number of different parameters, either individually or by combining one or more search terms. Filter by: Thatcham Ref system allocated Thatcham enquiry reference number Customer Ref - your own previously entered reference Manufacturer by vehicle manufacturer Enquiry type could be either Methods, Parts, Times or Other Vehicle Vin Free text field for vehicle VIN if known Vehicle Reg. - Free text field for vehicle registration number if known Enquiry View - You can also choose to see either your own enquiries, those of your company or those from other branches within your organisation. This option to subject to the level of service purchased from Thatcham. Having completed any required search parameters clicking search will retrieve existing enquiries matching the search criteria. Your chosen filters are stored and remembered for each login. They are also applied across each page e.g. the filter in Current Enquiries will also be applied in Library. There are three more self explanatory user defined options on this page. The Group By function allows you to group the list of enquiries by vehicle make and model. The default listing is by the time the call was logged with the oldest at the top. If you choose to group by vehicle name, you will find that you can also collapse or expand enquiries from the call list by simply clicking anywhere, on the vehicle name. Enquiries per page set to however many enquiries you would like to see on one screen Refresh choose how long before each automatic refresh of the data. Again, these preferences are stored and applied across each page. Page use the page drop down to navigate quickly to other pages. Enquiry List : Exploring the current enquiry list further, the first thing to note is the colour. The text colours of each call reflect its status - those in red are awaiting some action from yourself. You will also see summary information about each call, importantly including date and time of the last update as well as expected delivery time. Repair Sector Products Page 7 of 11 Date: November 2016

8 Data in each column can also be sorted by clicking at the head of each column. If you hover over the header of the table, i.e. Subject, Type, etc. an arrow will appear indicating the direction in which the list is currently sorted. For instance, if you hover over the Subject field and the arrow is pointing down, then you will see the Subject field ordered alphabetically in descending order. If the arrow points up, the field is sorted in ascending order. The same principle applies to the other columns. Click on the arrow to change the direction of the sort. To obtain more information, simply click on the individual enquiries. In each case this will display more details about the current status of the call, in particular any action required from yourself. Administrators will also find a summary of existing enquiries on the status bar to the top right of this screen. Note, from the summary bar, Assigned calls also includes those that have been re-opened. New Enquiries To log a new enquiry, click New Enquiry from the left side menu and complete the required information with as much detail as possible. After allocating your own reference to the new enquiry you are then asked to choose the type of enquiry from a shortlist of Methods, Times, Parts or Others. Depending on your selection here a range of other options are presented, each prompting completion in a bid to obtain all the necessary detail. Repair Sector Products Page 8 of 11 Date: November 2016

9 You are asked to provide basic information to identify the vehicle and are then prompted for further information, for example paint type or in the case of Methods you will be asked to select the panel description, clicking <Add> to move the selected panel from the available list on the right into the selected box on the left to complete your description. Click <clear> to clear the fields and start again. Once you are happy, clicking <next> takes you to the following screen where more details are requested. You will not be allowed to move on until a minimum amount of detail has been completed. Clicking <next> also means that the details you have entered on this first page are stored for later retrieval should you navigate away form the page or get logged out at any stage. The second screen provides a free text field allowing you to explain the enquiry in full detail. You are also given an opportunity to attach files, perhaps photographs or other information to support your enquiry. Click on the <Select Files> button and browse to the required file(s). Once selected, click on <Attach>. Successfully attached files are then listed below the dialogue box. Once complete, click <Next>. Finally, you are given a chance to review the details of your enquiry. You can either go <Back> and change details or click <Send> to submit your enquiry. You will shortly receive an confirmation from helpline@thatcham.org that your enquiry has been received. You will also receive further notification at every stage, as the call moves through the cycle, until it is resolved. Library The library uses the same layout and functionality as the Current Enquiries screen. Repair Sector Products Page 9 of 11 Date: November 2016

10 The main difference is that there is no colour coding since this is a list of previously closed enquiries. Enquiries can only be closed by the customer and only then when the customer clicks Yes to the question Does this answer your enquiry? will the enquiry move to the library. Instead of Delivery Deadline date and time the Closed On date and time is displayed in the listing. Questions requiring further input from yourself will expire after a certain length of time depending upon the level of your subscription. After this time the enquiry will get a strike through. This call cannot then be subsequently reopened. Unanswered Enquiries Again, this screen uses the same layout and functionality as the Current Enquiries screen. The main difference is that there is no colour coding since this is a list of unanswered enquiries. Unanswered enquiries are those which have been awaiting the customer s confirmation that the enquiry has been fully answered, for 14 days. At this point the call moves to this unanswered enquiry list. Change Password Use this screen to change your current password. As stated the password must have at least 8 characters, including one capital letter and one number. Administration At least one user at each registered branch will have admin rights and so will have access to the Administration menu. Clicking on Administration from the left side menu reveals four further options as below VD Assessors This screen shows a list of current users at your site. At this point you may choose to Delete users. Place a tick in the box of the users you would like to remove and click on the <delete> button. You can click each name to obtain and change further details such as address, telephone number or even the users password. You may also choose to grant admin rights to this user through this screen. Having made any changes to this users profile, click <OK> to confirm. Follow the link to view all outstanding and previous enquiries associated with this particular user and the status of each call Repair Sector Products Page 10 of 11 Date: November 2016

11 Reassign Enquiries Clicking this link from the left side menu takes you to a list of all open enquiries for all of the users at your own branch. This list shows all calls apart from those which have been closed or unanswered. You might choose to reassign an enquiry to a different member of staff to take this particular enquiry to its conclusion, perhaps in the event of staff absence or changes. Choose the name to whom you would like this call reassigned from the drop down list available at the end of each enquiry, where you will find all available users. Having selected an alternative name for each enquiry click <Reassign> to reassign calls. Branches If your company has several branches, you may use this option to view the current enquires at all branches to whom you are linked. In order to link to another branch click on <Add>. You will need to enter some details including the other branch s Security Key. The security key can be located under Administration > Site Details. This is only accesibile by the Administrator. When the Security Key is entered, alongside the linked branch s Thatcham customer number and postcode, you can then click on <Search> to find and verify the Branch. Once linked to another branch you can use the drop down filters on the Current Enquiries screen to sort enquiries by a range of parameters including associated branch. Site Details Clicking Site Details displays details about your Technical Helpline subscription, including agreed service level details and maximum number of enquiries. Logout Click Logout from the left side menu to leave the secure Technical Helpline pages Repair Sector Products Page 11 of 11 Date: November 2016