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As an IS user, you can access the IS Support Private Space.

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<td><img src="http://wiki.priv.rhodia.com/xwiki/wiki/is_support/download/Main/WebHome/intro.png" alt="IS Delivery Introduction"/></td>
<td><div><p><span class="wikilink"><a href="http://wiki.priv.rhodia.com/xwiki/wiki/is_support/view/Main/#HIntroducingtheISDeliveryandHelpdesk">Introducing the IS Delivery and Helpdesk</a></span><br/>
A presentation of the IS Delivery Team and of the Helpdesk.</p></div></td>
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<td><img src="http://wiki.priv.rhodia.com/xwiki/wiki/is_support/download/Main/WebHome/support.png" alt="Getting Support"/></td>
<td><div><p><span class="wikilink"><a href="http://wiki.priv.rhodia.com/xwiki/wiki/is_support/view/Main/#HGettingSupport">Getting Support</a></span><br/>
The different ways of getting support : how to contact the Helpdesk and where to find information.</p></div></td>
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<td><img src="http://wiki.priv.rhodia.com/xwiki/wiki/is_support/download/Main/WebHome/training.png" alt="Training"/></td>
<td><div><p><span class="wikilink"><a href="http://wiki.priv.rhodia.com/xwiki/wiki/is_support/view/Main/#HGettingTraining">Getting Training</a></span><br/>
The process to request a training for any of the tools supported by the IS team.</p></div></td>
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<td><img src="http://wiki.priv.rhodia.com/xwiki/wiki/is_support/download/Main/WebHome/createnew.png" alt="Footprints UR"/></td>
<td><div><p><span class="wikilink"><a href="http://wiki.priv.rhodia.com/xwiki/wiki/is_support/view/Main/Footprints+UR+Creation+%28Helpdesk%29">Creating a Footprints User Request (UR)</a></span><br/>
How to use Footprints and create User Requests for IS (UR).</p></div></td>
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<td><img src="http://wiki.priv.rhodia.com/xwiki/wiki/is_support/download/Main/WebHome/office.png" alt="Tools Officee"/></td>
<td><div><p><span class="wikilink"><a href="http://wiki.priv.rhodia.com/xwiki/wiki/is_support/view/Main/#HAvailableTools">Available Tools</a></span><br/>
List, description and link to the specific wiki for all the tools used to simplify and automate your daily office work.</p></div></td>
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<td><img src="http://frph2-appvm105.rhd.priv.rhodia.com:8090/download/attachments/3638419/help-browser.png" alt="General IT FAQ"/></td>
<td><div><p><span class="wikilink"><a href="http://wiki.priv.rhodia.com/xwiki/wiki/is_support/view/Main/General+IS+FAQ">General IS FAQ</a></span><br/>
Frequently asked questions on general (non-tool specific) IS subjets and answers to each.</p></div></td>
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Introducing the IS Delivery and Helpdesk

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 Helpdeskand_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 helpdesk

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 )

IS Support Portal

Access IS Support Portal:

• http//issp.priv.rhodia.com

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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