This self help portal is created by the customer team for our customers. We are constantly striving to improve on your experience with us.



About Customer Support team

 

The SBS 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 :

if you are not able to find the solution in the self help portal, please send an email - sbs-is-appli-help@solvay.com to our customer support team.


 

 

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

 

Tools we support

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