The IS Customer Support team is a service in charge of providing support for all Solvay Information Technologies tools and application. The customer support team is in charge of both the first level support or Application Help-desk 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

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 :

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 )

Getting 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.
Alternatively, you can also visit IS Intranet : IS User services

Available Tools

Below is the list of tools available to the Solvay users and supported by Customer Support team :