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Maintenance Services - Quick Guide for Users
Maintenance Services are provided as part of your contract when you purchase software from SIS. They ensure that you obtain maximum benefit from your technology investment and guarantee that technical users have access to support resources.
Provided that your company is current on its maintenance payments for a specific product, you are entitled to the following services for that product:
- technical support
- software version updates
- issue reporting
- quality review
Technical Support
Technical support is provided by local, qualified support engineers and via an online
Support Portal. Contact technical support online, via e-mail, or by phone for advice and troubleshooting on technical matters relating to the use of SIS products. All interactions with support engineers are recorded in the Customer Care Center (CCC) incident management system to ensure transparency of service. You receive e-mail notifications when your incident has been recorded and resolved.
Assisted Support Contact Information
To submit a request for assistance from technical support staff, contact us:
Online: Support Portal
Via e-mail: customercarecenter@slb.com
By phone:
- Canada : +1 888-986-4357 (toll free) / +1 403-294-4357
- US : +1 866-829-0234 (toll free)
- Other: Support Contacts
Support Availability
We offer assisted support during normal working hours in the location of your local Support Center.
** During local holidays, when the Support Center is closed, non-assisted, self-help technical support is available 24/7 from the SIS Support Portal.
Response and Resolution Commitment
Our objective is to provide you with the highest quality support in the industry. During normal working hours, ** our overall target is to resolve 90% of technical support incidents within two business days of notification. You can track the status of your incidents directly in the Support Portal via the Customer Care Center.
** Normal working hours for US & Canada is 8 a.m. to 5 p.m.
In some cases, technical support incidents may arise as a result of a feature in the software and require a software modification request (SMR). When this occurs, we will escalate the incident to the relevant software engineering center and provide you with information on the likely timing of any software changes.
Full Document
The full version of this User Maintenance Guide can be found on the Support Portal home page:
Assisted Support Workflow
This is the workflow we commit to for responding to your support requests, we will
- create a support request online, via e-mail, or by phone (to speed up recording and resolution of incidents, have the following information available: e-mail address, computer and software details, screen captures or workflow steps to recreate the incident)
- use your contact information to route the incident to your local Support Center
- deal with the incident using support engineer knowledge
- escalate the incident to other experts globally using the Customer Care Center if local experts cannot resolve it
- escalate to the engineering center for analysis if it is a bug or software modification request
- keep you informed by e-mail of any status changes to your incident, you can also check the status of your incidents at any time via the Support Portal
- send you an e-mail with the answer to your support request upon incident resolution.
Software Version Updates
You are entitled to new versions or sub-versions of software for the products you have licensed. The Support Portal contains a list of the latest versions and the associated documentation such as installation guides and release notes.
For full new versions (e.g. ECLIPSE 2006 to ECLIPSE 2007) your local SIS office dispatches media to your company contact within a few weeks of the release announcement.
Smaller patch releases can be obtained from your local Support Center. To be informed about patch releases, check the Support Portal news area where all release announcements are posted.
Issue Reporting
To improve the content and quality of the software, we are constantly engaged in a customer driven process to add new functionality. This also enables us to correct any bugs that may be uncovered while using the product. We believe that ease of reporting problems is central to identification and resolution.
When a potential bug is reported, we commit to:
- capture it within the CCC as an incident
- identify it locally and then escalate to an engineering center
- isolate it (may need data to be sent to SIS via secure FTP) and replicate it
- determine a resolution path and timeline
- communicate the proposed resolution and timeline.
Quality Review
We aim to provide you with high-quality products, services, and solutions that meet or exceed expectations. We welcome your feedback in any of the following ways:
- Annual Customer Satisfaction Survey
SIS runs an annual customer satisfaction survey to gauge levels of customer satisfaction with various aspects of our business. By participating, you have an opportunity to tell us where you think we should be focusing our efforts.
- Transactional (Event-Based) Satisfaction Survey
We gather your impressions on specific events, such as the handling of support requests.
- Service Quality Meetings (SQM)
We offer, and encourage your participation in, regular SQMs to solicit feedback and review any action plans. These meetings are coordinated between your company contact and the local SIS Support Manager.
- Support Portal Feedback Link
Comment on functionality, usability, or content via the 'Suggest Improvements' link.
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