Frequently Asked Questions
How It Works
Operators
1. What is RigConcierge, and how does it work?
Answer:
RigConcierge is an operator-led platform where drilling teams discover and evaluate service providers using real-world reviews within their network. Operators log in to post or read reviews, compare vendor capabilities, and streamline the entire vendor selection process. Service providers create profiles to showcase offerings, engage with leads, and build credibility through transparent feedback.
2. What is a “network”?
Answer:
In RigConcierge, a “network” is a select group of users, often operator teams or trusted peers, who can share and access reviews or data privately. For example, you might invite fellow drilling engineers in your organization to a “network” that grants them visibility into in-depth reviews, offset well metrics, or other proprietary insights. This helps protect sensitive information while still enabling collaboration and informed decision-making across a defined group.
3. Do I have the option to make my review public or private?
Answer:
Yes. When you submit a review, you choose how broadly you share your review by choosing the appropriate network. The “RigConcierge” network is visible all RigConcierge users or a private review (restricted to your selected network of colleagues). Public reviews help the broader community evaluate service providers, while private reviews let you share sensitive details, like well IDs, operational costs, or unique formation challenges, confidentially. This approach keeps you in control of how much information you disclose and to whom.
4. Can anyone see the reviews, or are they private to certain users?
Answer:
Only operators can see individual reviews of service providers that were posted within their network. Service providers can see their own reviews and an aggregated summary score of the other providers. RigConcierge offers two levels of visibility for operators:
- Public (“RigConcierge”) Network: Star ratings and commentary is visible to all registered users.
- Private Networks: Operators can share detailed insights or proprietary data (like well identifiers or formation specific knowledge) in a more restricted setting accessible only by verified accounts. The default setting is to have a company wide network, but these networks can be customized to suit the needs of the operator to ensure sensitive information stays confidential.
5. How many private networks can an operator create, and who controls membership?
Answer:
Operators can create multiple private networks - for example, one for each basin, project team, or joint-venture group. The operator who initiates a network (the “network owner”) controls membership by inviting colleagues or external partners they trust. Only those explicitly added to the network can view or post reviews within it.
6. What do each of the rating categories (Communication, Quality, Safety, and Value) mean, and how they are calculated?
Answer:
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Communication: Measure of how responsive, clear, and proactive the service provider’s team is during planning and operations.
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Quality: Evaluates the overall workmanship and reliability of the delivered service or product.
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Safety: Reflects adherence to HSE (Health, Safety & Environment) standards and incident records.
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Value: Gauges whether the cost aligns with the benefits received and overall Return on Investment (ROI).
Ratings are typically averaged from user-submitted reviews; each reviewer is asked to rate these categories on a standard scale (e.g., 1–5 stars). RigConcierge may weigh or filter these ratings to ensure authenticity and consistency.
7. Do I have to write a comment in my review?
Answer:
We want to enable a community that is continuously learning from each other. If you are rating a category of less than 5 stars, we want to ensure that we have feedback on what to improve next time around.
8. How do I submit a review or rating for a service provider?
Answer:
After logging in as an operator, head to the provider’s profile page and click “Leave a Review.” You’ll be prompted to:
- Provide an overall star rating for Communication, Quality, Safety, and Value (if relevant).
- Add any written feedback.
- Submit. It’s that simple.
9. How can service providers respond to or dispute a negative review?
Answer:
Service providers can post a public response directly under the review to address concerns or clarify the situation. If they believe the review is factually inaccurate or violates guidelines, they can flag it for review. RigConcierge’s moderation team will investigate both sides and may request additional evidence. If the review is found to be baseless or malicious, we reserve the right to remove or edit it.
10. How does RigConcierge verify that reviews are legitimate and not fake?
Answer:
We employ multi-step verification to maintain review integrity:
- User Authentication: Operators must register with a valid corporate email. Re-validation emails to occur every 60 days to maintain network integrity.
- Moderation & Flags: Reviews are scanned by automated tools, plus any user can flag suspicious or off-topic reviews.
11. How does RigConcierge ensure sensitive information (like confidential well data) stays protected?
Answer:
All content on RigConcierge is user-generated. We do not independently verify, guarantee, or endorse any opinions or claims posted. As the user, you are responsible for any content you upload, or actions taken under your account. If you suspect unauthorized activity, you must notify us immediately at support@RigConcierge.com.
We allow operators and service providers to use their discretion to anonymize or generalize data, removing specific well identifiers if they choose. Our data handling protocols include encrypted connections (HTTPS) and strict internal access controls. RigConcierge is registered under the Digital Millennium Copyright Act (DMCA) with a designated agent to receive notifications of claimed infringement on copyright. Operators decide on which networks they choose to share information in, making them visible only to approved colleagues or networks. Please refer to our Privacy Policy for more details on data handling.
12. Can I sue RigConcierge for a review about me?
Answer:
The law protects RigConcierge from legal responsibility for the content submitted by our users, like the reviews that appear on our site. Specifically, the Communications Decency Act of 1996 (47 U.S.C. Sec. 230) created a federal immunity to any cause of action that would make service providers, like RigConcierge, liable for information originating with a third-party user of the service.
The law is clear on this. Anyone who wishes to sue RigConcierge for the reviews posted by our members risks penalties imposed by the court. These may include financial sanctions and reimbursement of our attorney's fees for our having to defend against a lawsuit that ignores obvious legal protections.
13. What if I want to upload logos, manuals, or other proprietary materials—do I retain IP rights?
Answer:
Yes. You own the intellectual property to any content you upload. By sharing it on RigConcierge, you grant us a non-exclusive license to display that material within the platform. You can remove or update these assets at any time, and the underlying copyrights, trademarks, or patents remain yours.
14. Do service providers have to share promotional material publicly, or is there a private option?
Answer:
Service providers can upload product brochures, videos, or spec sheets as public (visible to any RigConcierge user) or private (shared only with specific operators upon request). This flexibility allows vendors to highlight general offerings broadly while restricting more sensitive content to specific clients.
15. What does “operator-led platform” mean, how do operators influence the system?
Answer:
“Operator-led” means RigConcierge’s features, rating categories, and platform roadmap are primarily shaped by operator feedback and needs. Their suggestions and experiences directly impact on how we evolve rating systems, analytics dashboards, or specialized product categories, ensuring the platform addresses and solve real-world drilling challenges.
16. What types of drilling services or products can be listed?
Answer:
Any upstream oil and gas service or product that drilling professionals might require, from drilling bits, mud motors, and cementing services to rig equipment rentals or advanced downhole technologies. We’re currently focusing on drilling-related categories (especially drill bits first) in the Midland & Delaware (Permian) Basin before expanding to completions, production, renewables, or other regions. The ten service categories along with their definitions are shown below:
| Services | Definition |
|---|---|
| Capital Equipment | Permanently installed equipment in the wellbore, including OCTG casing strings, wellhead systems, and other critical components essential for maintaining integrity and enabling production. |
| Cementing | Services and materials are used to secure casing strings and ensure well integrity during drilling and production. |
| Directional Services (BHA / MWD, etc.) | Technologies and expertise for precise wellbore placement, including bottom hole assemblies (BHA) and measurement-while-drilling (MWD) systems. |
| Fluids | Drilling fluids, chemicals, and additives essential for maintaining well stability, cooling, and lubrication. |
| Inspections | Comprehensive services for evaluating and certifying critical equipment such as BOPs, drill pipe, and other operational assets to ensure safety, compliance, and performance reliability. |
| Miscellaneous | General services and products are not categorized elsewhere, such as safety equipment, consultancy, and consumables. |
| Rig | The primary machinery and associated services required for well construction, including rig crew, rig moving, operation, and maintenance. |
| Surface Rentals | Temporary rental equipment for surface operations, such as tanks, light towers, and accommodations. |
| Technology | Digital and mechanical solutions designed to improve operational efficiency and decision-making, including logging, mud logging, and software. |
| Transportation Services | Logistics solutions for moving equipment, materials, and personnel to and from pad locations. |
17. What division does my offering fall under in each service category?
Answer:
Capital Equipment - Wellheads / Trees, Casing / Tubulars, Casing Accessories, and Casing and Tubular Running Services.
Cementing – Cement and Cementing Equipment.
Directional Services (BHA / MWD, etc.) - Bits, Mills, Underreamers, Directional Services, MWD Services, RSS / Motors, and Downhole Equipment.
Fluids – Mud and Fluids Equipment.
Inspections – BOP Testing, Drill Pipe, and Repair / Welding.
Miscellaneous – Safety, Supervision, Overhead, Pad Construction, Fishing, and Other.
Rig – Rig Rental, Rig Fuel / Power, and Rig Moving Services.
Surface Rentals – Equipment Rentals, Camp / Accommodations, Communications, and Managed Pressure Drilling Equipment.
Technology – Mud Logging, Wireline Evaluation, Fiber, and Software.
Transportation Services – Waste/Mud Disposal, Land Transportation (Hotshot), Water Hauling, and Air Transportation.
18. Do operators have to create a new review for every job, or can they post a single overall review?
Answer:
Operators can do both:
- Single Overall Review for providers they use consistently across multiple wells.
- Individual Job Reviews if they prefer to highlight unique formation challenges, drilling times, or cost savings for specific projects.
This flexibility lets you choose how granular you want your feedback to be.
Service Providers
19. What are the recommended steps for setting up my provider account to make the most impact?
Answer:
- Complete Your Profile: Add a concise description, key product/service offerings, and relevant certifications.
- Upload Supporting Materials: Include product brochures, case studies, or videos for operators seeking in-depth details.
- Encourage Reviews: Ask satisfied clients to leave feedback, building credibility quickly.
- Keep Info Up to Date: Regularly update your profile with new technologies, successes, or sales contact information.
- Engage Operators: Respond promptly to inquiries and public reviews, showing your commitment to top-tier service.
20. Can service providers upload technical documentation, product videos, and catalogs?
Answer:
Absolutely. Service providers on Standard and Concierge tiers can upload product PDFs, videos, images, and other files to showcase capabilities. This content can be shared publicly with the RigConcierge network (viewable by all operators) or private with an individual operator, depending on your preference.
21. Can service providers see one another’s ratings and reviews?
Answer:
Service providers can see aggregated competitor data, like average star ratings, but not the same detailed operator insights. We preserve operator privacy and maintain fair competition by limiting direct visibility into specific competitor feedback.
22. What analytics can service providers see in their dashboard?
Answer:
Lead generation analytics in the concierge tier for service providers can view:
- Profile Views: Number of times your listing or product pages were visited.
- Lead Activity: How many quote requests or inquiries came in, including timestamps and operator details (subject to privacy settings).
- Conversion Tracking: An overview of how many leads progressed to further discussions or bookings.
- Performance Comparisons: High-level averages of ratings (e.g., Communication, Quality) compared to industry benchmarks.
Account and Profile Management
23. Who can create an account on RigConcierge (operators, service providers, etc.)?
Answer:
RigConcierge is open to two main user groups:
- Operators: Drilling supervisors, drilling engineers, operations teams, consultants, procurement specialists, or anyone (with verified company email address) seeking to find, compare, or review service providers.
- Service Providers: Companies offering products (e.g., drill bits, motors, casing) or services (e.g., cementing, directional drilling) to upstream oil and gas operators.
24. How do I claim or verify my service provider profile if it’s already listed?
Answer:
If you find an existing profile for your company, simply click “Claim this Profile” on the listing. You’ll be placed in a queue and reached out to validate your affiliation with the company to be permitted administrator access. Once our team reviews and confirms your claim, you’ll have full access to edit and manage your profile.
25. Can multiple people from my company (sales reps, tech support) share one account, or does everyone need their own login?
Answer:
Each individual user should have their own login, tied to a company email. This ensures accurate communication, access management, and accountability. The Service Provider Admin can assign user access privileges to grant each user access to the dashboards and analytics that they deem suitable.
26. I’m a consultant, not an employee - can I still join a network and post reviews on behalf of a client?
Answer:
While we strongly recommend corporate emails for verification, we understand that there are sometimes limitations to this method. Yes, consultants can create an account and join or be invited to a network, provided they have the client’s authorization. Simply contact our team at support@RigConcierge.com and we can personally validate your association with said operator. We may ask for follow-up proof of affiliation or references to maintain platform integrity. It’s best practice to keep all parties informed so your feedback remains transparent and credible.
27. What happens to my provider or operator account if our company merges, is sold, or rebrands?
Answer:
If your company undergoes mergers, acquisitions, or rebranding, simply contact our support team to update your account details. We’ll work with you to transfer ownership, retain historical reviews, and ensure a smooth transition for all involved parties—preventing loss of profile history or ratings.
28. Are user passwords encrypted and do you offer two-factor authentication (2FA)?
Answer:
Yes. All user passwords are securely hashed and salted in our database, ensuring they’re never stored in plain text. We plan to roll out optional two-factor authentication (2FA) soon, giving you an added layer of security when logging in—stay tuned for updates in your account settings.
Billing
29. Is there a cost to join RigConcierge, and how does the pricing work for service providers vs. operators?
Answer:
Operators join for free, since they’re contributing reviews and selecting services. Service providers can choose from three tiers as shown on the Pricing Page
30. How do I handle billing or payment for transactions made through RigConcierge?
Answer:
Typically, operators pay service providers directly off-platform (via their usual purchase orders or invoicing). RigConcierge charges subscription fees or per-lead fees to service providers. The product offering will continue to grow within RigConcierge to offer a more seamless purchasing experience down the line.
31. How do I pay my monthly subscription—credit card, invoice, ACH, wire?
Answer:
We currently accept credit card or ACH payments for monthly subscriptions. For annual or enterprise agreements, we can accommodate invoices or wire transfers upon request. Simply contact our billing team at support@RigConcierge.com to set up your preferred payment method.
32. How does a Pay-per-lead billing model work?
Answer:
When an operator inquires about your listing, e.g., clicks “Request a Quote”, we log that lead in your provider dashboard. You’ll be charged a flat fee for each qualified inquiry. The Basic and Standard plans have varying free leads available, while the Concierge level eliminates per-lead charges entirely.
33. If an operator requests a quote, what is sent to me?
Answer:
We track when an operator requests info on your product/service. Each lead is assigned to your account, timestamped, and stored in our system. You’ll receive an immediate email notification (and see it in your dashboard) so you know exactly which product page or ad the operator clicked. The operator receives the same information with your sales contact information in email format.
34. What’s considered a ‘qualified lead,’ and what if a lead isn’t valid?
Answer:
A “qualified lead” typically has valid operator contact info (like a corporate email or phone) and has expressed genuine interest in your services. If you receive a lead that’s obviously spam or outside your scope (e.g., they wanted a different service category), you can flag it for review. We’ll investigate and, if confirmed invalid, issue a credit or refund according to our lead dispute policy.
Support
35. What kind of customer support does RigConcierge provide if I have questions or technical issues?
Answer:
We offer email support, and a help center for all users. Concierge subscribers also have priority dedicated support who can handle escalations or troubleshooting in a more hands-on fashion.
36. How can I suggest new features or improvements for future platform updates?
Answer:
We love feedback! Please email us at support@RigConcierge.com. Our product team reviews suggestions regularly and prioritizes features based on community impact. We want to generate the best user experience for drilling professionals possible.
37. What happens if there’s a dispute between an operator and a service provider over a project or review?
Answer:
We encourage both sides to try direct communication first. If the dispute remains unresolved, our moderation team can step in to gather additional context, speak with both parties, and determine an appropriate resolution, e.g., updating or removing a review, clarifying job scope, etc. For deeper legal or contractual issues, we advise seeking professional counsel.
38. Are there any RigConcierge events, webinars, or user groups I can join?
Answer:
Yes. We will be partnering with key oil and gas organizations to participate in webinars, operator roundtables, and luncheons on pertinent topics within the industry. Subscribe to our newsletter to stay informed.
39. Where can I find RigConcierge’s Terms of Service and Privacy Policy?
Answer:
You can find our Terms of Service and Privacy Policy at the top and bottom of every RigConcierge webpage. If you have trouble locating them, feel free to email support@RigConcierge.com for assistance.
Category Expansion
40. Does RigConcierge plan to add categories beyond drilling (e.g., completions, production, renewables, etc.)?
Answer:
We do intend to expand beyond drilling as we grow, covering completions, production services, and possibly renewable energy solutions down the line. However, our initial focus remains on drilling-related products and services, ensuring we deliver top-notch functionality for that niche first.
Data Removal and Retention
41. Can I remove or edit my data once it’s posted, or does RigConcierge retain it indefinitely?
Answer:
Operators can edit or delete reviews they’ve authored, although we encourage preserving historical feedback for transparency. Service providers can update their listings, product specs, or marketing material anytime. If you need to remove specific content for privacy or legal reasons, contact our support team, we handle data removal requests in line with our Terms of Service and any applicable regulations.
42. Is RigConcierge GDPR- or CCPA-compliant if we have EU or California-based team members?
Answer:
We are committed to data privacy best practices and make every effort to address GDPR (General Data Protection Regulation) and CCPA (California Consumer Privacy Act) guidelines where applicable. If you have specific requirements or questions about compliance, please reach out to support@RigConcierge.com, and we’ll work with you to ensure your data is handled properly.
We hope these answers clarify how RigConcierge works and what to expect. If you have more questions, feel free to reach out, our team is here to help operators and service providers connect efficiently and confidently.