1. Definitions
Capitalised terms not defined herein shall have the meanings ascribed to them in the terms and conditions governing access to and use of the SLB Software, Connected Apps, or Online Services, as applicable.
Connected Apps: The packaging and delivery of Software applications into User environment.
Customer Success Services: means services which seek to assist customers in optimising their use of SLB technology solutions
Scheduled Downtime: means periods of downtime related to scheduled maintenance or modifications to the Online Services. SLB will publish notice or notify Customer prior to the commencement of such downtime.
SLB Digital Home: the authentication and landing page accessed by User when launching the Online Services and/or Connected Apps.
Support Portal: the SLB website made accessible to Customer and Users as part of Support and Maintenance where Customer can report issues and access other content, tools, and other services (e.g., discussion forums).
Tickets: a report of an error or abnormal behaviour of the Software / Connected Apps/ Online Services submitted through the Support Portal or by email by Customer.
Updates: any modifications, error corrections, bug fixes, patches, work arounds or minor improvements made to the Software.
Upgrades: any revision to the Software containing significant new functionalities, major improvements or product fixes, or significant feature changes
Users: Concurrent Users, Named Users, or Authorized Users as applicable.
VM Image: A template used to create an instance of a virtual desktop with software pre-installed.
2. Overview
2.1. Coverage:
a. Telephone Support: 24/7
b. Email and Support Portal: 24/7
2.2. Channels
a. Telephone Support. Customers can request telephone support for errors or abnormal behaviour in the Software, Connected Apps or Online Services. Contact information for telephone support can be found at: https://www.software.slb.com/support/contact-details
b. Email Support. Registered Users can submit Tickets via email at: customercarecenter@slb.com
c. The Support Portal. Customer can submit a Ticket through the self-service support portal available at: https://www.software.slb.com/support. Customer may also update existing Tickets and track Ticket status 24/7 through the Support Portal.
d. SLB Support Assistant. Support for Online Services can be requested via the SLB Support Assistant in SLB Digital Home.
e. Knowledge Base. Customer may visit SLB’s online knowledge base, to access advice, technical documents, knowledge base articles, videos, and presentations, in addition to participating in interactive forums and chat rooms. SLB’s knowledge base and online resources can be accessed via the Support Portal.
3. Term
3.1. On-Premise Software:
a. Support and Maintenance is included for the first 12 months of any Software licence purchase. Thereafter, unless otherwise expressly included in the fees for the Software in the Quotation, Support and Maintenance may be purchased on an annual basis in line with SLB’s then-current price list.
b. If Customer has lapsed in Support and Maintenance for less than 6 months, Customer may reinstate Support and Maintenance by paying the fees that would have been due for the whole lapsed period and a reinstatement administrative fee of ten percent (10%) of the applicable fees. Where Support and Maintenance has lapsed for more than 6 months, Customer will have to purchase a new Software License, with Support and Maintenance, at SLB’s then-current standard price.
3.2. Online Services: Unless otherwise agreed in the Quotation, Support and Maintenance is included throughout the Subscription Term.
3.3. Connected Apps: Unless otherwise agreed in the Quotation, Support and Maintenance is included throughout the Term.
3.4. Pre-Commercial and Evaluation: Unless otherwise agreed in a quotation, Pre-Commercial and Evaluation Software, Connected Apps, and/or Online Services do not include Support and Maintenance.
4. Registration
4.1. All Users eligible for Support & Maintenance must register via SLB’s Support Portal, (https://www.software.slb.com/support) before they can utilize the Support and Maintenance services including access to Support Portal, telephone and email support (“Registration”). Registration may require providing personally identifiable information. Customer will ensure all information provided for Registration will be true, accurate, current, and complete information.
4.2. Users: (i) will maintain only one active Registration at all times (ii) must keep their Registration current, including reflecting the country of residence and the country from where they access the Support Portal; (iii) keep their access credentials secret and prevent any other person accessing the Support and Maintenance services with their access credentials; and (iv) promptly report suspected unauthorized access to Support and Maintenance services by emailing SLB at customercarecenter@slb.com (v) provide sufficient information to SLB to enable support agents to verify Registration and eligibility for Support and Maintenance on request.
4.3. SLB may suspend or terminate a Registration and access to the Support Portal without prior notice if it discovers: (i) any information in the Registration is not true, accurate, current, or complete; or (ii) a violation of the Agreement.
5. General Obligations
5.1. SLB’s General Obligations. SLB will use commercially reasonable efforts to correct reproducible failures in the Software, Connected Apps and/or Online Services, where such errors are notified to SLB and where SLB recognises them as substantially detrimental effect on the performance of the Software, Connected Apps and/or Online Services.
5.2. Customer’s General Obligations. Customer recognises that SLB’s ability to provide Support and Maintenance is dependent on: Customer agreeing to and facilitating periods of Scheduled Downtime at least once per month for Online Services; Customer’s timely provision of information and cooperation (including but not limited to: log files; and, diagnostic information);Customer administrating remote access to the Software, Connected Apps and/or Online Services; and promptly responding to SLB requests within a reasonable period of time (“Support Dependencies”). SLB will have no liability for any failure or delay in providing Support and Maintenance to the extent such failure or delay is due to Customer’s non-performance of its Support Dependencies.
5.3. SLB may use third party service providers to provide or assist in providing the Support and Maintenance. The third-party service providers may transmit, maintain, and/or store Customer’s data including support tickets in locations around the world, including locations outside the country of operation or incorporation of Customer.
5.4. SLB may provide Customer Success Services and insights to optimise Customer’s use of Connected Apps and/or Online Services. In providing such SLB will (i) Collect data about users’ use of and interaction with the Connected Apps and/or Online Services. Such data may include, but is not limited to, data like users’ email addresses, usage patterns, feature utilization, error logs, performance metrics, user feedback and system diagnostics and (ii) Use this data for the following purposes: (a) Monitoring usage activities to improve onboarding and adoption efficiency, drive customer satisfaction, enhance SLB’s connected apps, online services and product features and to deliver personalized recommendations; (b) Diagnosing and resolving technical issues and providing proactive support to improve the overall customer experience, jointly with SLB’s support services team (c) Generating aggregated and anonymized reports and statistical analyses for internal use and/or sharing with the customer to aid in customers success; and (d) Facilitating benchmarking, best practices, and recommendations for customers.
6. Support Portal
6.1. Support Tickets
a. All content submitted by Customer and/or its Users and posted on the Support Portal’s public areas is non-confidential and may be accessible by third parties (“Public Content”). If the User submits any proprietary datasets in connection with a Ticket, that dataset must be provided through use of SLB’s secure file transfer protocol area in the Support Portal (the “Data Exchange”), which will be deemed Customer’s Confidential Information. Except for the Data Exchange, communications through the Support Portal are non-confidential.
b. Customer grants SLB a perpetual, non-revocable, world-wide, non-exclusive, transferrable, assignable, license to exploit Public Content and anonymized Ticket information for any purpose.
6.2. Communities/Forum/Chat Room Conduct Guidelines
a. The forums and/or chat rooms must not be used (a) for or to promote illegal purposes (b) to transmit unlawful, harassing, invasive of another person’s privacy, harmful, vulgar, obscene or otherwise objectionable content. Violation of this section 4.2 may result in removal of the posted content, termination of a Registration, legal action by SLB and/or a third party, and/or SLB’s termination of the Agreement.
b. Customer assumes the entire risk of use from using forums and/or the content contained therein, including harm to Customer’s systems, environment, and/or data. Customer waives all rights against and liability from SLB and its Affiliates for use of forums and/or the content contained therein. SLB is not responsible for the validity or content of any third party information displayed through the Support Portal (including advice from other customers) and any third party information or advice does not form part of Support and Maintenance as provided by SLB.
c. Customer and its Users are prohibited from violating or attempting to violate the security of the Support Portal, including without limitation: (i) accessing data not intended for Customer or accessing or attempting to access a server or account the Customer is not authorized to access; (ii) performing any stress, vulnerability, penetration, availability, performance testing on, or otherwise attempt to access, any network, system, server, or computer hosting the Support Portal or introduce any virus or malicious software or similar into the Support Portal; or (iii) sending unsolicited electronic mail or advertising to other users, including promotions or advertising of products or services. Violations of these security rules may result in civil or criminal liability. SLB and its Affiliates have the right to investigate occurrences that they suspect as involving such violations and will have the right to involve, and cooperate with, law enforcement authorities in prosecuting users who are involved in such violations.
d. Customer agrees that neither it nor its Users will collect or store personal data about other users.
7. Remote Support
7.1. While receiving support from SLB related to a Ticket, a User may request Remote Support after all reasonable attempts to resolve a support issue have been exhausted through the Customer’s utilization of the Support Portal.
7.2. By requesting Remote Support:
a. Customer and the relevant User must grant remote access to the relevant computers or other devices to SLB, its Affiliates, and/or subcontractors (the “Support Team”) for the purpose of providing Remote Support. Before granting such remote access, Customer and the relevant Concurrent User must ensure: (a) all data, applications, or other content is backed-up; (b) the relevant computer will not have any Confidential Information not otherwise subject to the Agreement displayed to the Support Team.
b. Customer and the relevant User grants the Support Team a world-wide, royalty-free, license to use, modify, publicly display, reproduce, and distribute content of all visual, written, or audible communications and any other material (“Remote Content”) displayed, uploaded, exchanged, or transmitted as a result of providing the Remote Support for the limited purpose and to the extent necessary for providing the Remote Support.
c. As part of the Remote Support session, SLB may advise Customer and the relevant User on solutions to (a) certain features that are undesirable or (b) issues that have arisen due to third party products. Such advice must not be deemed as acknowledgement by SLB that these issues or features constitute errors in SLB’s products or services.
d. If Customer or its relevant User is granted access to other SLB software (“Other Software”) not subject to the Agreement for the purpose of the Remote Support, Customer agrees that the terms of the Agreement apply for the Other Software and rights in the Other Software terminate upon termination of the Remote Support session.
e. The Support Team may not be physically located in the same geography as Customer and/or their Users.
8. Software Specific Terms
8.1. Support and Maintenance is limited to the current version and two immediately prior major versions of the Software.
8.2. Where Customer is entitled to Support and Maintenance for Software, any Updates or Upgrades made to the Software by SLB will be in computer readable form and, at SLB's discretion, sent to Customer via mail, courier, e-mail or SLB software download center. Customer will be responsible for the integration and implementation of any such modifications Update or Upgrade, including loading any applicable media in accordance with SLB's instructions.,
8.3. Customer acknowledges and understands that new versions, updates, and enhancements may not be compatible with previous versions data and may not function properly in a mixed version environment.
8.4. If Customer has elected not to use the most current version of the Software made available by SLB during the Support and Maintenance term, at the end of the Support and Maintenance term, or if Customer's Support and Maintenance lapses or is cancelled, Customer has three months to request the Software version it is entitled to use.
8.5. Receipt of Upgrades may be subject to additional fees.
8.6. Replacement and Rehosting: During the Support and Maintenance Term, Customer may request, no more than once annually a replacement of the media on which the Software was provided or its rehosting on a different machine. Any other media replacement or rehosting is subject to Company prior agreement and specific fee. When re-hosting has been provided, Customer will no longer use the original Software that was re-hosted.
9. Online Services Specific Terms
a. Online Services are subject to continual development and improvement without notice. Enhancements, modifications, and/or changes made to the Online Services by SLB will be routinely pushed to Customer’s instance of the Online Services.
b. For Online Services provided on a virtual machine, Support and Maintenance is limited to the current version and one immediately prior major version thereof. A VM image version is considered deprecated once a software installation falls outside of the supported versions and Customer is required to schedule downtime to be completed and move to a supported version within 30 days
10. Connected Apps
10.1. Support and Maintenance is limited to the current version of domain applications delivered via Connected Apps.
10.2. Health check: Customer should first try to resolve any issues with Connected Apps by running a health check. If the issues identified are ‘internal’ Customer must take steps to resolve and turn the health check indicator green. If issues are identified as being related to SLB’s control plane, app launcher, domain applications, or if issues remain unresolved Customer may raise a support ticket to SLB’s support desk for assistance.
10.3. Customer is required to close and relaunch Connected Apps periodically no less than once every fourteen (14) days to enable the installation of Updates.
11. Exclusions from Support & Maintenance
11.1. Installation of the Software or Connected Apps.
11.2. Training on the use or benefits of the Software, Connected Apps or Online Services.
11.3. Any Customer or third party application, software, or plug-in to SLB Software, Connected Apps, and/or Online Services.
11.4. Interfaces for non-standard devices, software, or custom applications (whether deployed by Customer or SLB).
11.5. Problems or issues that do not significantly impair or affect the operation of the Software.
11.6. Any problems, errors, losses, or damage resulting from:
a. Modification or non-standard configuration of the Software, Connected Apps and/or Online Services by Customer or any third party;
b. The interface of, or use in conjunction with, any Customer or third party technology with the Software, Connected Apps, and/or Online Services;
c. Any customisation, modification, or bespoke deployment of, the Software, Connected Apps and/or Online Service provided by SLB on Customer’s request;
d. Installation or deployment of the Software or Connected Apps on hardware platforms and/or operating systems other than as specified in the Documentation;
e. Customer’s fault or negligence; and/or
f. Hardware errors or malfunction.
12. Modifications. SLB may change, modify, or update this Support and Maintenance Policy at any time, provided such changes do not amount to a material degradation to the Support and Maintenance provided. The date of the last update will be noted on the webpage.
Version: August 2024
