echnical assistance service
Applicable to all assistance requests received from clients. Assistance is understood as the administrative and technical help required by clients and provided by Ecopetrol S.A. and/or through third parties as part of their existing commercial relationship.
Any clients, either individuals or companies who have direct or indirect commercial links with Ecopetrol S.A. may use this assistance, as well as anyone who may be considered as a potentially attractive client.
2. General Conditions
The National Commercialization management is the division responsible for managing the commercial relationships between Ecopetrol S.A. and its clients.
Requests from indirect clients must be forwarded to Ecopetrol S.A. through the distributor or wholesaler who provides the product.
The assistance that Ecopetrol S.A. provides its clients is governed by the following terms:
2.1 Response time: 10 calendar days.
This time is only applicable to those communications that have been sent to the National Commercialization Management Office on behalf of the account executive for the product associated to the assistance request, and which have been properly filed before the General Filing Office, in the third floor of the Guadalupe building, on the Calle 37 No. 7 - 43.
This is the period of time in which the client must receive a confirmation of his request; a period of time will be defined to provide a solution.
For communications that were not properly filed and registered before the General Filing office, the response time will start as of such time when the communication is registered as received by the National Commercialization Management Office.
2.2 Technical Assistance:
Safe handling of products (transportation, storage and handling).
Recommendations about the main and alternate uses of product.
Recommendations about alternate use of substitute products provided by Ecopetrol S.A.
Trends in the national and international markets.
Competition of imported product.
Industry associated to end-product.
Supply sources other than Ecopetrol S.A.
2.3 Administrative assistance:
Legal and fiscal aspects.
Procedure to file a claim.
All requests for technical assistance must be logged in the format for Registration of Provision of Technical Assistance Service.
4. Contact us
If you require any information pertaining to the technical assistance procedure, you may contact the National Commercialization Management Office.