| Welcome to SBS IS Customer Support Knowledge Base | |
|---|---|
 | Welcome to SBS IS AS Customer Support Knowledge Base. This is the information portal for finding answers to your technical questions for the various applications supported by the customer support team. Browse the common questions and answers, documentation for the various applications. If you cannot find what you need in the knowledge base, please contact SBS Support We are striving to make this knowledge base portal better. |
About Customer Support
The IS Delivery is a service in charge of providing support for all Solvay Information Technologies tools and applications. 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
Contact Customer Support
There are 3 ways to request support from IS : By Email, by Phone or by creating a User Request (UR) in Freshdesk.
Below are the details:
| Ticket Portal | Phone | ||
| Application Software Web | - | Freshdesk User Request | Asia Pacific : +65 6394 3368 or **9100 |
| Hardware Network Printers Phones DataBackup | APAC.Infra-ServiceDesk@solvay.com Full List of Infra Contact Info: Click Here | Remedy Force Portal | How to contact ATOS in Europe Germany : +49 69 66 41 53 59 France : +33 164 53 91 07 Italy : +34 913 60 61 90 UK : +44 12 64 34 39 59 |
| IST | APAC.Infra-ServiceDesk@solvay.com |
> 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 )
Support Application
Below is the list of applications supported by customer support team:
| 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 | CP | CISPRO | Chemical Inventory management software for R&D labs |
| Reporting | BW | Business Warehouse | 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 | BO | Business Objects | Reporting tool for sales, profitability, HR and R&D. Allows to execute web reports or broadcast reports via emails. Also known as "BOXI" |
| Reporting | CRM | SMART | Customer Relationship Management tool (CRM) for sales : complains, visit reports, sales, opportunities |
| Reporting | QV | Qlikview | Dashboarding tool |
| Reporting | PVELO | Pvelocity | Production costs and assets reporting / simulation tool |
| Office | RAS | Remote Access Secure | VPN to connect to the Rhodia network from outside Rhodia offices. |
| Document Management | EROOM | E-Room | Document sharing tool. Create an eroom and share documents between users |
| Document Management | DOC | Documentum | Document stocking and sharing tool |
| Document Management | TP | Telepresence | High quality video conferencing |
| Web | Search | Search Engines Optimisation | Internet Search Engine Optimisation services |
| Web | SQ | Sinequa | High quality search engine connected to Internet, eRoom, Intranet, Documentum, Blog, Wiki... |
| Web | TRIDION | Tridion | Web Content Management (WCM) to update Intranets & Internet & emailings |
| Web | Qualtrics | Qualtrics | E-Surveys and online forms via Qualtrics software |
| Web | Analytics | WebAnalytics | Web statistics analysis via Google Analytics |
| 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 | CP | CISPro | WW R&D tool to inventory chemicals products stored in the research centers. |
In this information portal, not all the applications has a proper documentation. Please contact SBS Support if you have any enquiry on the application's documentation. |