Overview
When something important requires attention, knowing who to contact ensures your request is handled quickly and by the right team.
This page explains the different escalation paths, the communication channels available, and when each option should be used.
Escalations should only be used when the urgency or impact is higher than normal, or when you believe your support request requires additional attention.
When to Escalate
You should escalate a support request when:
You believe the impact is critical for your business
You have not received updates within the expected timeframe
You need to increase visibility on an ongoing support case
You need to ensure quicker follow-up due to operational urgency
Before escalating, always make sure you have your support case number available.
1. By Phone (Immediate / Urgent Escalation)
For time-sensitive or urgent cases, you can escalate directly by phone.
Call the Arxus Service Desk:
📞 +32 3 450 67 90
Ask to increase the priority of your support case.
The Service Desk will review the situation and escalate internally to the proper engineer or team.
Use this method when:
The impact is blocking business operations
You need an immediate response
The situation cannot wait for written follow-up
2. Through Your Customer Success Manager (CSM)
Your CSM is your direct point of contact for escalations that need visibility, coordination, or business-level alignment. You can contact your CSM using the communication channels you normally use with them (email or phone).
Use this method when:
You need additional visibility on an ongoing case
You want to ensure alignment between teams
You want to validate expectations or timelines
The case is impactful but not an emergency requiring a phone escalation
For urgent situations, we recommend calling your CSM rather than emailing.
3. Via the Arxus Portal (Support Contacts Overview)
You can also initiate an escalation by referencing your Support Contacts directly in the Arxus Portal.
Sign in to the Arxus Portal
Look for the Arxus Support Team tile or section
You will see all the relevant contacts for your account, including:
Service Desk
Leading Technical Contact
Sales Responsible
Customer Success Manager
Invoicing contact
This page helps you identify the right person depending on the nature of your escalation.
Use this method when:
You want clarity on who to contact
You need to find the correct technical or business contact
You prefer raising visibility through the portal instead of directly calling
Which Channel Should I Use?
Situation | Recommended Escalation Path |
Business-critical, blocking, urgent | Phone escalation to Service Desk |
High impact but not an emergency | Get Help Button within the case |
High impact but not an emergency | Contact your CSM |
You need to confirm who handles what | Check the Support Team overview in the portal |
You need broader coordination | CSM + Portal contacts |
Normal follow-up on an existing case | Reply to the Service Desk or continue in the portal |
Important Notes
Always include your support case number when escalating.
Escalations should be used when necessary, not for normal follow-ups.
If you escalate through multiple channels, communicate consistently to avoid confusion.
Arxus will always keep you informed as your case progresses.
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.