Landmark Customer Success...Landmark Software Manager (LSM) is an electronic Landmark software delivery tool that enables you to: » Download available releases, patches, and hotfixes

Landmark Customer Success PROVIDING SUPPORT FOR OUR CUSTOMERS ACROSS THE GLOBE

We are here to help with your software questions and issues.

There are multiple ways to contact us:

» Use our global email address: [email protected] » Chat with us at: www.ienergy.community/Support (prior registration required)

» Use the telephone number below for your nearest regional support center

Welcome to Landmark Customer Success!

REGIONAL SUPPORT CENTER

TELEPHONE NUMBER

EMAIL ADDRESS

Asia Pacific +61 8 9481 4488 [email protected]

Europe, Middle East, Africa, Eurasia

+44 01372 868686 [email protected]

USA and Canada +1 713 839 2200 [email protected]

Latin America +1 713 839 3405 [email protected]@landmarksoftware.com [email protected]

IS THIS YOUR FIRST TIME CONTACTING US?

The first time you contact Landmark Customer Success, a Landmark representative will set up an account for you and provide you with a personal identification number (PIN). Your PIN identifies you when you call or email Landmark Customer Success.

To set up your account, we will ask for your company name and address, telephone number, and email address. This information enables us to contact you readily while working with you on a support issue.

When you contact us with a question or an issue, we will provide you with a specific case number that will be associated with you via your PIN. This brochure will explain how we manage your support cases.

Halliburton Landmark

COUNTRY TELEPHONE* EMAIL ADDRESS

Algeria (Algiers) +213 21 606762 ext. 7997 [email protected]

Algeria (Hassi) +213 29 739205 ext. 7997 [email protected]

Angola +244 2226 98130 [email protected]

Argentina Toll free: 0800 800 5263 [email protected]

Australia Toll free: 1800 448 488; Local or international: +61 8 9481 4488 [email protected]

Bolivia Toll free: 800 10 0348 [email protected]

Brazil Toll free: 0800 891 0837 [email protected]

Canada Toll free: 1 877 435 7542 (1 877 HELP LGC) [email protected]

Chile Toll-free AT&T: 800 225 288 / 877 657 4726; Toll-free ENTEL: 800 360 312 / 877 657 4726 [email protected]

China Toll free: 10 800 9900 209; Local or international: +86 10 5924 7114 [email protected]

Colombia Toll free: 01800 018 0935; Local: +57 1 745 7922 [email protected]

Egypt +202 2579 1717 [email protected]

India Toll free: 1800 209 8030; Local or international: +91 22 678 09501 [email protected]

Indonesia Toll free: 001 803 61284 [email protected]

Japan Toll free: 00531 61 0021 [email protected]

Malaysia Toll free: 1800 803 687 [email protected]

Mexico Toll free: 001 888 438 1296 [email protected]

Nigeria +234 1 461 0780 [email protected]

Qatar +974 44234600 [email protected]

Russia +7 495 9602926 or +7 495 9602927 [email protected]

Saudi Arabia +966 13 838 9502 [email protected]

South Korea Toll free: 00308 61 0046 [email protected]

Suriname Toll free: 877 333 7036 / 877 657 4726 [email protected]

Taiwan Toll free: 080 161 1350 [email protected]

Thailand Toll free: 00 1 800 611 2784 [email protected]

Trinidad & Tobago Toll free: 1 888 438 1296 [email protected]

United Arab Emirates +971 2694 2300 [email protected]

United Kingdom +44 1372 868686 [email protected]

United States Toll free: 1 877 435 7542 (1 877 HELP LGC); Local: +1 713 839 2200 [email protected]

Vietnam +84 8 3528 7659 [email protected]

*Note: Toll-free numbers apply within the specified country only.

Landmark Customer Success 3

CONTACTING US BY PHONE

We use direct call routing to ensure that your request will be handled by a qualified Support Analyst. Our interactive phone menu system gives you the ability to select the technical domain and the product options you wish, enabling you to contact the right Support Analyst more rapidly.

Service-Level Objectives

Landmark Customer Success strives to provide the highest standards of service. Our service-level objectives*, ** communicate our service goals for each type of support case. We make every effort to provide our customers with service that exceeds these objectives.

Incident Priority Description

Initial Response Time Target

Resolution Time Target

HighFailure of software that is critical to current operations and business continuity

Phone:10 Minutes

Email/Web:1 Hour

1 Business Day

Medium

Issue with software that is involved in current operations, but is not critical to business continuity

2 Business Days

Low

Assistance request with technology that is not involved in current operations and is not critical to business continuity

10 Business Days

* Please note that these service-level objectives are operational response and resolution time goals, and are not a guarantee of individual service experiences.

** Service-level objectives may vary for customers using the Landmark iEnergy® cloud and/or Landmark Earth® engineered appliance. Please contact your company’s Landmark representative for more information.

4 Halliburton Landmark

ADVANTAGES OF OUR MENU-DRIVEN CALL ROUTING SYSTEM:

» You have direct access to a Support Analyst who is qualified to provide technical services for your product.

» Your return call can be routed directly to the current Support Analyst. » Create new cases by simply leaving a voicemail that provides your name, company, telephone number, and the product for which you need help, and we will call you back during local business hours.

CONTACTING US BY CHAT

We are available via Chat from our web presence at www.ienergy.community/Support (prior registration required). By clicking on the Chat icon, you will see a menu for selecting the technical domain of your choice. This will fast-track you to a knowledgeable Support Analyst. Furthermore, our Chat system includes a multi-platform, screen-sharing option. With screen sharing, it is easier for the Support Analyst to understand your specific situation, leading to faster and more customized solutions. Screen sharing is equivalent to a virtual visit from one of our Support Analysts.

CONTACTING US BY EMAIL

If you email us for service, please include your PIN number and the product you would like to discuss (as shown in the example below) in the body of your email (not in the subject line), along with a description of the issue.

You will receive an automated message verifying that we have received your request and have opened a new support case on your behalf.

If you email us about an existing case, please include your case number, using the syntax as in the example provided below:

Our case management process ensures that a Support Analyst will see your email and promptly respond.

PIN: 123456

PRODUCT: OPENWORKS®

CASE ID: 2221715

Landmark Customer Success

DEFECT AND ENHANCEMENT REPORTING

As part of your company’s software subscription benefits, you may submit software enhancement suggestions and defect fix requests.

» Landmark Customer Success is the official pathway through which these issues reach our Research and Development (R&D) department.

» We will create a case to track each request.

THE CUSTOMER SUPPORT PORTAL

The Landmark Customer Support Portal is your gateway to technical solutions. You can access ccess the Portal via the “Customer Support Portal” link found on: https://www.ienergy.community/Support*

The Portal enables you to:

» Browse our extensive knowledge base to find solutions and critical defects

» Create new support cases » Manage existing cases and review past cases » Access the Supported Versions matrix to see the support services offered for your version of the product

» Track the status your defect-fix and enhancement requests » Request new licenses and transfer existing licenses to new systems

* A registered account is required to access the Customer Support Portal. Contact Landmark Customer Success for help in creating your account.

LANDMARK SOFTWARE MANAGER

Landmark Software Manager (LSM) is an electronic Landmark software delivery tool that enables you to:

» Download available releases, patches, and hotfixes » View and download the release notes and installation guides for the software you are using

» Keep track of your download history

LSM is accessible from the “Landmark Software Manager” link found on: https://www.ienergy.community/Support

Access to releases is restricted to designated users. Contact your Landmark Account Manager for questions regarding access.

PATCH RELEASES AND NOTIFICATIONS

Patches are available to download from the Landmark Software Manager.

» A list of available patches can be found on LSM under the “Available Downloads” tab.

» You can subscribe to receive notifications of new LSM patch releases. Simply select the “Release Notifications” option in the upper-left corner of the LSM home page.

Our Other Support Services

CUSTOMER SATISFACTION SURVEYS

We strive to provide you with superior technical support. To ensure that your expectations are met, we continually evaluate customer satisfaction. Please take the opportunity to rate the quality of the service you receive by completing a survey after the closure of your support case. We want to hear from you!

Your feedback is reviewed by Customer Support Management, and action is taken to resolve any outstanding issues. Survey results are used to evaluate our performance and to identify areas for improvement.

Furthermore, we invite our customers to provide feedback on our services at any time. You can either email Management at [email protected] or use the Feedback option on the Customer Support Portal.

Service-Level Objectives

You can contact the support team via phone or email, on Chat, or via

the Customer Support Portal on the iEnergy® cloud.

You will receive a Case ID number. All correspondence on this issue will be linked

to this Case ID number in our database.

The Support Analyst might ask for the product version, platform information, error

logs, sample data, your workflow, and/or a screen-sharing session in order to

troubleshoot the issue.

Support Analysts use their training, experience, the Support knowledge base, and collaboration with product specialists to arrive at a technical recommendation.

Customer Support is the Landmark designated point of contact for receiving all customer technical issues. We work

directly with Research and Development, Licensing, Sales, and other departments to ensure that your issue is presented to the

specific team that can best address it.

Customer agrees that issue is resolved.

If the customer is not satisfied, he or she will be contacted by Support Management.

New Case Created or

Existing Case Recognized

Case Routed to Qualified Support Analyst

Investigation Conducted

Solution Provided to User

Customer Satisfaction Survey is Sent

Case is Closed

Case Escalated,Workaround Provided, or Defect Fix/Enhancement

Reported

The Issue is Resolved

Landmark Customer Success 7

Sales of Halliburton products and services will be in accord solely with the terms and conditions contained in the contract between Halliburton and the customer that is applicable to the sale.

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