Getting Support for eSearch

This is the place to find out where to get assistance to help you use and understand eSearch.

Please note: much more support materials including video tutorials and downloads are available for users of eSearch who can login to this website.
If you already use eSearch but you have not yet been registered with an account on this site, please request an account now.
If you have received your login details then please login now.

Technical Queries

If your company is in the Upstream Oil & Gas industry, you need to contact our partner, Schlumberger Information Solutions (SIS) with your support query.

All other customers should contact Iron Mountain for support:

North America: 1.800.899.IRON or www.ironmountain.com/Support
UK: +44 (0)8445 60 70 80 or email Iron Mountain Europe Customer Services

Support Portal for Registered Users of eSearch

Users of eSearch on active support arrangements can use the Support Portal on this site to access a wealth of information to assist your knowledge and understanding of how to use eSearch.

Resources on this portal include:

Announcements
Detailed e-Learning Video Tutorials
Material available for download including updates to eSearch
FAQs
Support Articles and Knowledge Base

This facility requires you to have a user account to login to this site. Registration for a user account is done by requesting one using the form provided. Iron Mountain will then check if you are entitled to use this facility, and if so you will receive your user account details promptly by email.

Restricted Knowledge Base for Iron Mountain and Schlumberger staff

We've also added a redesigned searchable Knowledge Base, powered by eSearch 3.4.

This is where authorised users only can download full eSearch release kits, and generate licences for eSearch. Note that the latest Flash Player is required to use this application.

This facility is only available to approved users within Iron Mountain and Schlumberger.

A dedicated user account is required to access this information which is completely separate to the Support Portal on this site (see above).

If you don't have a login account for either of these facilities, then please request one from Iron Mountain.

Support Feedback Survey

We would ask users of eSearch to kindly complete this anonymous questionnaire to provide us with your feedback to enable us to improve the eSearch product, and the service you receive from us. The questionnaire only has a few questions - please take a moment to answer them here. No personal information about you is sent or stored by this form.

Support Policy Documents

API Support Policy

Iron Mountain have published a Support Policy for the eSearch API. This document is provided for all users of eSearch who have an interest in developing, distributing and using applications incorporating or making use of the eSearch API. It explains what type of support Iron Mountain will provide for applications developed with the eSearch

Language Support Policy (published April 2007)

Iron Mountain have published a Language Support Policy document, explaining Iron Mountain's responsibilities concerning support for the localization capabilities of eSearch.