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Customer Support for Digital - New! >

Our customer care center (CCC) is being radically transformed into a new and cutting-edge experience called “Customer Support for Digital.”

Customer Support for Digital comprises two engagement channels: 

  1. SLB Support Assistant—an AI-powered tool assistant embedded in our Delfi™ digital platform. This has been available since December 2023.
  2. The new Customer Support for Digital portal for both cloud and on-prem solutions—providing a simplified and intuitive support experience. 

Both will increase accessibility to our knowledge content, leveraging AI, laying the foundation for self-support.  Customers will still have full access to the standard interaction pathways: phone, live chat, or email.

You will notice the new system interface if you are creating a ticket or when you log into the new support system from August 31st, 2024.

Option 1: Self-help online resources after you login to www.software.slb.com/support

Option 2: Submit a ticket after you have login to www.software.slb.com/support. Go to Support > Support Services > Tickets. You will be taken to the new Customer Support for Digital. You can create ticket using “Submit A Ticket”

Option 3: Submit a ticket by logging into: https://customersupport.digital.slb.com

Option 4: Email us using customersupport.digital@slb.com. The ticket will be created in the new support system.

Option 5: 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 6: Chat - This is currently 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.

To register for online Software Support, click the SUPPORT LOGIN 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 Customer Support for Digital, Software Support Portal and the Ocean Store Existing Support Customer - you have or had a login for Software Support or the Ocean Store New Support Customer - you have not registered before Pre-Approved Support Customer - you have received an invitation to register

 

The following resource has been made available to assist with how to use the new system.

Quick Guide - English

  • What happens if I send an email to the customercarecenter.slb.com email address after the transition?
  • What happens to my existing (closed or open) tickets during/after the switchover to the new Customer Support for Digital system?
    • Tickets created before the transition will not be migrated to the new system
    • If you have tickets in progress, they will remain in the legacy system (CCC) until they are resolved. You will be able to respond to ticket email updated from the legacy system (CCC)
  • How long will I have access to my tickets in the legacy system (CCC)?
    • Any tickets created in CCC before 31st August which are open will remain in CCC until closure.
    • CCC will remain available in a read-only state to access historical data until 30th November 2024.
  • How am I notified about my ticket progress? To ensure that you are well informed while your case is being handled, you are automatically notified by the system at various stages such as:
    • When you ticket has been created
    • When the support engineer requests for more information from you or has more information
    • When your ticket has been updated with a proposed resolution
  • Will Customer Support for Digital auto close my tickets?
    • If we do not hear from you after 14 days of requesting more information, your tickets will be auto closed
      • Note that you will be reminded after 7 days if we do not hear from you
    • If we do not hear from you after 3 days of providing a resolution, Customer Support for Digital will auto accept the resolution and close your ticket

Customer Care Center >

From 31st August 2024, CCC has been replaced by Customer Support for Digital

  • Any tickets created in CCC before 31st August which are open will remain in CCC until closure.

  • Any emails sent to CCC will be handled as follows:
  • Emails related to new tickets will be automatically redirected to Customer Support for Digital and new tickets will be created there
  • Emails related to open tickets will still be routed to CCC and closed out in CCC

  • CCC will remain available in a read-only state to access historical data until 30th November 2024.
  • All calls to the local support center number.; will have the ticket created on your behalf by the support engineer in the Customer Support for Digital system.
  • Chats currently available to a few locations and products will now be initiated from Customer Support for Digital and the transcript will be saved in the format of a ticket in Customer Support for Digital upon completion of the chat

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

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.

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.

Customer Support for Digital User Guides

This guide has been created to assist you with using the new Customer Support for Digital ticket management system.

Customer Support for Digital Quick Reference Guide 

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 customersupport.digital@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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