The IS Customer Support team is a service in charge of providing support for all Solvay Information Technologies tools and application.
The delivery is in charge of both the first level support or Application Helpdesk and_the more advanced support _(Second level support).
The service is provided by 4 different teams, one by zone, managed by a Zone Delivery Manager :
- Europe : Brieuc Vandenhove
- Asia Pacific : Eric Woo
- North America : Samuel Massey
- Latin America : Ciro Rodrigues
Getting Support
Contacting the customer support team
There are 3 ways to request support from IS : By Email, by Phone or by creating a User Request (UR) in Footprints. Below are the details :
Footprints | Phone | ||
|---|---|---|---|
Applications | Asia Pacific : +65 6394 3318 |
| |
Hardware | Asia Pacific : AP SMIO Support | ||
Europe : See details |
| How to contact ATOS in Europe |
GLOBAL Helpdesk is accessible 24 hours / 5 days (Monday to Friday) by e-mail
All working days "somewhere" in the world.
During public holidays specific to the helpdesk of your zone, you will get support from Helpdesk of an other zone.
LOCAL Helpdesks are accessible by e-mail and phone (details below)
- AP : 8:30 am - 6:00 pm (SGP time : GMT+8)
- EU : 8:30 am - 6:00 pm (French Time : GMT+1 ou +2 )
- LA : 8:00 am - 5:00 pm (Brazilian Time : GMT-2 ou -3)
- NA : 8:00 am - 8:00 pm (EST : GMT-5 ou -4 )
IS Support Portal
Access IS Support Portal:
In this portal you will find :
- News on the IS tools : You can read directly or suscribe to news regarding IS Tools. Most important information, bugs and new features are posted there.
- MyUser : See what tools you have access to (Currently restricted to BW/BO/SMART/Pvelo), what trainings you attended or requested, what are your subscription about news.
- IS Training tool : Browse the catalog, join a session or request a training for the IS tools directly online.
- Reports : A comprehensive list of the reports available in the various tools, with description and preview.
- Documents : Additional documentation downloading.
Getting Training
Requesting - joining a training
To get a training for any of the tools supported by IS, you must first request it online via the IS Support Portal Training section.
3 ways :
- By * equesting to join an existing session* directly from the Sessions Schedule
- By * electing a course*from the Courses Catalog.
Don't find any course correspond to your needs ?* Select the "* equest a custom session*" option in the Courses Catalog.
In each case the +request will be submitted for approval to your manager: you will need to select from a list the name of your manager and an email will be automatically sent to him. He will then be able to approve online.
Alternatively, you can also visit IS Intranet : IS User services
History of requests/trainings
At any time you can check the history and status of all your requests and trainings received from the IS by looking at the IS Support Portal My User section (_Currently only trainings since 2010 are available//)
Available Tools
Below is the list of tools available to the Solvay users and supported by Application Services Delivery Team :
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Type | Code | Name | Description | ||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Transactional | RCS | Rhodia Core System | Rhodia SAP ERP (Enterprise Resource Planning) tool - Documentation not in the wiki | Transactional | BIP | Supplier Relationship Management | Tool to manage interactions with the organizations that supply the goods and services - Documentation not in the wiki | Transactional | APO | Advanced Planning and Optimizer | SAP Production and sales plannification tool - Documentation not in the wiki | Transactional | GTS | Global Trade Services | SAP tool for Cross-border supply chain and compliance optimisation - Documentation not in the wiki | Transactional | FC | Financial Consolidation | Group financial consolidation tool (Ex Magnitude) - Documentation not in the wiki | Transactional | ECOM | ECommerce | A portal in support of business-to-business applications where Customers places and tracks orders - Documentation not in the wiki | Transactional | Chemical Inventory management software for R&D labs | ||
Reporting | Financial consolidation reporting tool | ||||||||||||||||||||||||||
Reporting | Reporting tool for all but COPA, Sales, HR, R&D. Allows to extract reports in Excel or broadcast reports via emails. Also known as "Analyzer" or "Business Explorer" | ||||||||||||||||||||||||||
Reporting | Reporting tool for sales, profitability, HR and R&D. Allows to execute web reports or broadcast reports via emails.__Also known as "BOXI" | ||||||||||||||||||||||||||
Reporting | Customer Relationship Management tool (CRM) for sales : complains, visit reports, sales, opportunities | ||||||||||||||||||||||||||
Reporting | Dashboarding tool | ||||||||||||||||||||||||||
Reporting | Production costs and assets reporting / simulation tool | ||||||||||||||||||||||||||
Office | VPN to connect to the Rhodia network from outside Rhodia offices. | ||||||||||||||||||||||||||
Document Management | Document sharing tool. Create an eroom and share documents between users | ||||||||||||||||||||||||||
Document Management | Document stocking and sharing tool | ||||||||||||||||||||||||||
Document Management | High quality video conferencing | ||||||||||||||||||||||||||
Web | Search | Search Engines Optimisation | Internet Search Engine Optimisation services | ||||||||||||||||||||||||
Web | High quality search engine connected to Internet, eRoom, Intranet, Documentum, Blog, Wiki... | ||||||||||||||||||||||||||
Web | Web Content Management (WCM) to update Intranets & Internet & emailings | ||||||||||||||||||||||||||
Web | Qualtrics | Qualtrics | E-Surveys and online forms via Qualtrics software | ||||||||||||||||||||||||
Web | Web statistics analysis via Google Analytics | ||||||||||||||||||||||||||
Web | Internal Blogs Wiki creations via Wordpress - Xwiki | ||||||||||||||||||||||||||
Web | REACHI | Reachi | web based application dedicated to the R&D function for the evaluation and the assessment and the chemical risks at the workplace. | ||||||||||||||||||||||||
Web | WW R&D tool to inventory chemicals products stored in the research centers. | ||||||||||||||||||||||||||
Web | Solvay Engage | Solvay Engage | Solvay Engage is the internal standard social platform for community management and accessible to all Solvay employees. |
The best way to get IT support is to use the new
Service One Platform.