Users & Contacts: What’s the difference?
The Arxus portal distinguishes between two fundamental entities: Users and Contacts.
Users:
Have access and are Integral to the interactive processes within the portal, possessing varying degrees of access to applications and tools.
A User can also always be set as a contacts if there is a need for them to receive communications.
Contacts:
While not directly interacting with the portal, are pivotal for their communicative roles. Users can also be set as contacts if there is a need for them to receive communications.
Receive Arxus communications.
Approve commercial (CSP) contracts
Contact Roles
In the Arxus ecosystem, Contacts are essential: they are the designated individuals who coordinate and communicate specific aspects of security, service, and support. There are five distinct categories:
Technical Contact
Serves as the primary liaison for technical and security matters, responsible for tenant management, IT operations, and ensuring service continuity.
Receives important technical updates, incident reports, and alerts related to system health.
Must have ServiceNow access and be reachable for critical issues.
Typically holds Global Administrator or equivalent privileges to perform high-level administrative tasks.
If issues arise within the tenant, this is the person who will be contacted first for resolution.
Commercial Contact
Responsible for handling business communications, including new offers, subscription renewals, and commercial engagements.
Approves commercial (CSP) contracts with Arxus and Microsoft and ensures compliance with licensing agreements.
Must have signing authority to legally agree to terms on behalf of the company.
If this contact is incorrect or missing, contracts may be delayed or invalid.
Best Practice: The commercial contact should always be someone within the organization who has explicit authority to accept legal terms.
If a company does not have a prior service agreement, this contact will receive the service agreement document to review and sign before the tenant is provisioned.
Data Protection Officer (DPO)
Oversees data privacy, GDPR compliance, and any regulatory requirements related to personal data handling.
Acts as the official point of contact for privacy-related matters, including data breaches, security incidents, and compliance audits.
If a data breach occurs, this contact will be formally notified and may need to report incidents to relevant authorities.
In larger organizations, this is typically a dedicated DPO or compliance officer; in smaller companies, it may be a senior executive or CEO.
If this role is not properly assigned, critical security and compliance notifications may not reach the correct person in a timely manner.
Watchlist Contact
Receives automatic copies (CC) of all ServiceDesk email communications related to incident tickets.
Does not have direct responsibility for resolving tickets but remains informed of ongoing case developments.
Can be an individual or a distribution list, depending on internal workflows.
Use Case: If multiple team members need visibility on open cases without directly handling them, adding a watchlist contact ensures transparency and oversight.
Security Incident Escalation Contact (Secwise Watch Users Only)
The primary point of contact for high-severity security incidents related to Secwise Watch and Secwise Care services.
Must be a ServiceNow user and have security or IT administrative responsibilities.
If a major security breach occurs, this contact is the first person notified and is expected to coordinate response efforts.
Works closely with SOC teams (Security Operations Center) to investigate threats and take appropriate action.
If this role is missing or incorrect, critical security threats may go unaddressed, leading to delayed response times.
To manage, create or delete your Users & Contact navigate to the Users & Permission section of the Arxus Customer Portal .
Users & Contacts: When to create?
Create a User if:
You want others to access and manage the Arxus Portal, ServiceDesk Support, and other Arxus Ecosystem Applications.
Give specific rights to other users to use specific applications or features within the portal.
Create a Contact if:
You want others to receive Arxus notifications and updates relevant to their designated role.
Represent the organization as a point of contact for Arxus communications.
What are permission groups?
In the Arxus Customer Portal, permission groups are vital tools for managing user access effectively. These groups determine what users can do and see within the portal, ensuring that access is aligned with individual roles and responsibilities.
Customizable Groups: You can create custom permission groups to meet specific needs.
Tailored Access: Add specific applications or services to these groups, customizing access as required.
User Assignments: Assign users to these groups to ensure they have the right tools and permissions for their roles.
To create, edit or add new users to a permission group, navigate to Users & Permissions
Get Help
If you need more help, contact your Customer Success Manager, reach out to our Service Desk support, or type your question in the chat to our support team. They will be ready to assist you.