Overview
Onboarding with Arxus involves several teams working together, from sales to delivery and support.
To make things easier, we’ve outlined who to contact and when, so your questions always reach the right people as quickly as possible.
Each channel below connects you directly with the right Arxus team based on the type or urgency of your request.
1. For commercial or contractual questions
Contact your Sales Representative
Your Arxus sales representative is your main point of contact for:
Contract status and approvals
Quotes, pricing, or service offers
General questions about your agreement or commercial terms
💡 Tip: If you’re unsure who your representative is, check your initial onboarding email or the contact section in your Arxus Portal dashboard.
2. For onboarding progress or coordination
Reach out to your Customer Success Manager (CSM)
Your CSM ensures your onboarding runs smoothly.
Contact them for:
Questions about the onboarding process or project steps
Guidance on timelines or dependencies
Updates on service activations or access
Your CSM acts as your bridge between Arxus teams, they can help coordinate technical, operational, or support-related matters on your behalf.
3. For simple technical setup issues
Use the Arxus Engage chat
If you’re having issues and need quick guidance, open Engage in the bottom-right corner of your portal screen and start a chat.
You can:
Ask questions to the Arxus Co-Pilot.
Get help from our support team in real time
💬 Engage connects you directly with Arxus Support no need to leave the portal.
4. For more complex or technical issues
If your question requires investigation or tracking, log a support case through the Service Desk
This is the preferred channel for:
Technical incidents
Access or configuration issues
Errors during provisioning or setup
Every case is assigned a reference number so you can follow its progress directly in the Support section of the portal.
5. For urgent or critical incidents
Call our Service Desk
If you’re experiencing a major service impact or need immediate assistance, please call the Arxus Service Desk directly.
📞 Service Desk (24/7): +32 (0)3 450 67 89
This channel is reserved for high-impact or critical issues that cannot wait for normal case handling.
Summary Table
Situation | Who to Contact | Channel | Typical Use |
Contract or pricing question | Sales Representative | Email / Teams | Quotes, renewals, or offers |
Onboarding coordination | Customer Success Manager | Email / Teams | Timelines, project steps, updates |
Portal or setup question | Arxus Engage | Chat in Portal | Quick help or troubleshooting |
Technical or configuration issue | Support Team | Service Management Portal → Create Case | Tracked incident resolution |
Critical service outage | Service Desk | Phone | Immediate assistance |
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.