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Customer Care Center >

Use the Escalate button to send a message to your local Quality manager.

The way you are getting CCC support has not changed. You will notice the new system interface if you are creating a ticket or when you log into the new support system from March 1st, 2020.

Option 1: Self-help online resources after you have login to www.software.slb.com/support. No changes.

Option 2: Submit a ticket after you have login to www.software.slb.com. Go to Support > Support Services > Tickets. You will be taken to the new CCC Service Portal. You can create ticket using “Service Catalog” or “New Request” options.

Option 3: Email us using customercarecenter@slb.com. The ticket will be created in the new support system.

Option 4: Call us using the local support center number. The ticket will be created on your behalf by the support engineer in the new support system.

Option 5: Chat. This is currently made available to a few locations and products only. The chat transcript will be saved in a format of a ticket in the new support system upon completion of the chat.

Option 6: If you are DELFI user, when you use the “Quick Submit” option, an email will be sent to the new CCC support system and your ticket will be created in the new CCC system and handled using the existing process.

To register for online Software Support, click the Register/Log link at the top right of the page.
Follow the steps to authenticate your details. Once access is approved you will be notified by email.

Registration User Guides
Multi-Factor Authentication - the standard authentication process for the Customer Care Center, Software Support Portal and the Ocean Store Existing Support Customer - you have or had a login for Software Support or the Ocean Store New Customer - you have not registered before Pre-Approved Support Customer - you have received an invitation to register

 

The following resources have been made available to assist with how to use the new system.

 

Check the Maintenance Guide for your location. Your local support center hours and public holidays will be listed.

You can contact the Customer Care Center using one of the following methods:

Online ticket Create, track, and update your support incident online. Email the Customer Care Center Phone - call your local help desk

 

Use the Escalate button to send a message to your local Quality manager.

Refer to the email sent to you from the Customer Care Center, or view your Ticket online.

Email Subscription >

Schlumberger sends out periodic news item to those who subscribe. To subscribe to product specific news alerts, modify or stop your e-mail subscriptions, go to the My Account page.

Login Help >

Please contact the Software Support admin team. 

While other language can be used, each may be translated/converted to English text. We ask that you use only English characters to create your registration.

The password must be between 8 and 64 characters.
The password must have at least 3 of the following:

  • a uppercase letter (A-Z)
  • a lower-case letter (a-z)
  • a digit (0-9)
  • a symbol or special character

To register for online Software Support, click the Register link at the top right of the page. Follow the authentication steps to create your profile.

Registration User Guides

If you have not receive the message, please check your spam folder, and add @slb.com to your list of approved e-mail addresses. If you still have not receive your e-mail verification code, please email the Software Support admin team.

If you have forgotten your password or would like to update your current password, follow these steps. Refer to the attached document for complete details.

  1. Click the Register/Login link
  2. Enter your company email address, click Next
  3. Click the Forgot your password link
  4. Click Send verification code - a 6-digit code will be sent to the email address you entered
    1. Enter the code, click Verify code. Continue
  5. Request the multi-factor code to be sent
    1. Enter the 6-digit code
  6. When verified, you will be able to create a new password
Forgot/Change Password User Guide

If your company email address has changed, email the Software Support admin team. A site administrator will update this information.

If you are changing companies, you will need to Register your new details. Click the Register/Log in link at the top right of the page.

If you are working for the same company, email the Software Support admin team. A site administrator will update this information.

Refer to Schlumberger Terms and Conditions document for privacy policy and terms of use. Software | Software Support

Search Tips >

Query Terms

By default, the Solr Search Appliance returns only pages that include all of your search terms. You do not need to include "AND" between terms. The order of search terms affects the search results. To further restrict a search, just include more terms. To use keywords such as AND as regular search terms instead of as special keywords.
 
The search appliance may ignore common words and characters such as where and how and other digits and letters that slow down a search without improving the results.

Special Characters: Query Term Separators

By default, non-alphanumeric characters in a search query separate the query terms in the same way as space characters. The following characters are exceptions:
 
Double quote mark (") - The double quote is used as a special query term for phrase searches. Note that using double quotation marks for phrase search does reduce the number of query terms. For example, the search term "DICHLORO-2-PYRIDINECARBOXYLIC ACID" is considered as single query term.
 
Ampersand (&) - Treated as another character in the query term in which it is included.
 
Asterisk (*) - The asterisk is evaluated as a wildcard character in words and phrases, where * can any substring replacement, including empty string. Example : searching for * will return all content available in the Solr index.
 
Question mark (?) - The question mark is evaluated as a wildcard character in words and phrases, where it’s used as a replacement for any single character.

CCC Customer Care Center User Guides

These guides have been created to assist you with using the new CCC support ticket management system.

D&I Customer Care Center User Guide

D&I Customer Care Center Quick Reference Guide

D&I CCC Customer FAQs

SIS Software Support

If you have any questions regarding registration or experience any other issues with the website, email software-support@slb.com

If you need support for any Product related queries or issues, email CustomerCareCenter@slb.com

Single Sign-on Authentication Service

The following guides have been created to assist you with the new authentication process. All current, or new Support or Ocean customers will be required to re-authenticate their user profile.

Multi-Factor Authentication - overview of the authentication process

Existing Support Customer - you have an existing login for Software Support or the Ocean Store

New Support Customer - you have not registered yet

Pre-Approved Support Customer - you have received an invitation to register for Support

How To Guide

Change/Forgot Password

Cameron Support

For SUS related questions, email Cameron Services.

Software News

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