About Customer Support

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 :

• Europe : Brieuc Vandenhove

• Asia Pacific : Eric Woo

• North America : Samuel MasseyLatin 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 )