Dear Customer,

At Shell, we believe in providing our customers with technical support services that help improve productivity and save costs through preventative maintenance.As an existing user of our oil and equipment condition monitoring service LubeAnalyst (formerly ShellCare), we thought you should be the first to know about some exciting changes that are taking place. In keeping with our commitment to provide world-class technical support, Shell Lubricants has invested more than $20 million in anew Shell LubeAnalyst IT platform and web portal that is now being introduced in the US. We have already launched this new service in 40 other countries and in 29 languages, and the feedback from customers has been positive.This upgrade will help ensure that you continue to receive robust and accurate analysis data quickly.

As part of this launch in the US, we will begin using a new third-party testing laboratory to analyze fuel and oil samples, POLARIS Laboratories LLC (“POLARIS”). The third-party laboratory we are currently working with, Analysts, Inc., will continue conducting oil analyses for the LubeAnalyst program until November 15, 2010. After November 15, all Shell customer and distributor samples will be tested by POLARIS.

Please note the following important transition information:

  • New kit orders: Effective immediately, any orders for new testing kits should be placed with POLARIS by calling our new toll-free number, (877) 251-8313, or by emailing: or . The new sample kits will contain labels for each of our new provider’s three locations, which are in Houston, Indianapolis and Salt Lake City. Please ensure that samples are mailed to the location nearest you.
  • Existing Stocks of pre-paid kits: You may continue to use the existing pre-paid kits and mailing labels that you received from Analysts, Inc. until November 15. If you have stocks of pre paid kits that you expect to last beyond November 15, please contact us.
  • From November 15 onwards: Send oil and fuel samples to the nearest POLARIS laboratory location:

Houston Laboratory / Indianapolis Laboratory / Salt Lake City Laboratory
Shell LubeAnalyst Laboratory
10910 W. Sam Houston Pkwy. N.
Houston, TX 77064 / Shell LubeAnalyst Laboratory
7898 Zionsville Rd
Indianapolis, IN 46268 / Shell LubeAnalyst Laboratory
3060 California Ave
Salt Lake City, UT 84104
  • You will receive: a Welcome to LubeAnalyst email communication on November 8 which will give you more information about the new IT / Web application.
  • Launch communication: On November 15, you will receive an email or fax with your new User ID and Password for the new Shell LubeAnalyst Web portal . Please bookmark this site and delete the Old web site URL, as it will no longer be used. For more information, download the quick reference guide at (You can also download the guide at shell-lubeanalyst.shell.com under “Useful Information.”)
  • Historical sample data: Your equipment, component and historical sample test data are all safe and are being loaded to the new LubeAnalyst online database. The majority of the data will be in the system ready for the launch on November 15. Data for samples tested between September 1 and November 15, 2010 will be loaded in early December2010.

The standard service level will enable you to get your test results and diagnoses within 24 to 48 hours after the laboratory receives your sample. We will also offer an urgent service (12 hours) at additional cost. Sample results can be sent to you by email or fax, or you can get them online at November 15.

We will be available by phone to help you during the transition process. If you have questions or concerns about the Shell LubeAnalyst program, please contact your Shell account manager.

Les Bradley

Service Delivery Manager

Shell Lubricants