Introduction
Arxus provides several support channels to help you stay informed, ask questions, and reach us when needed.
Each channel plays a specific role, from structured case handling to quick guidance through chat to emergency escalation.
This article explains each channel so you know exactly where to go depending on your situation.
Available Support Channels
Opening a Support Case (Support Portal)
The Support Portal is the primary way to request assistance from Arxus Group.
It offers a structured, transparent process for reporting issues and tracking progress from start to resolution.
Use this channel when:
You need to report an issue in your environment
You require technical investigation or troubleshooting
You want full visibility into status updates and history
You need to attach logs, files, or screenshots
Your request requires a formal, traceable workflow
Support cases are always created in the dedicated Support Portal, not in the Arxus Customer Portal.
Engage (Chat Support and Arxus Co-Pilot)
Engage gives you two ways to get help: our AI assistant Arxus Co-Pilot and real-time chat with the Arxus Group Support Team.
1. Arxus Co-Pilot (AI Assistant)
Arxus Co-Pilot provides instant answers based on the content available in the Arxus Customer Portal and the Arxus Help Centre.
Use Co-Pilot for:
Questions about how to use the Arxus Customer Portal
Understanding features such as Subscriptions, Tenant Configuration, Workforce, Permissions, and more
Navigation and usability questions
Guidance on roles and access
General questions about the Arxus Group, our products, and any topic documented in the Help Centre
Co-Pilot cannot access:
Your Support Portal cases
Billing details or invoices
Customer-specific operational data
Information about your internal environment or infrastructure
2. Arxus Support Team
Engage Chat connects you directly with the Arxus Group Support Team for quick, human assistance.
Use Engage Chat when:
You have a quick question
You need guidance before opening a case
You want clarification on a topic
You need help that does not require full case tracking
If investigation or structured handling is required, we may create a support case for you.
Email Notifications
Email is used by Arxus to keep you informed. It is not a channel for contacting support.
You will receive emails for:
Planned maintenance or change notifications
Major incident updates
Release notes or product announcements
General communications from Arxus
Support case updates.
Phone Support (Emergency Only)
Phone support is reserved for critical emergencies where immediate intervention is necessary.
Use this channel when:
A business-critical service is down
Operations are severely impacted
Urgent direct escalation is needed
Other channels are unavailable or too slow for the situation
After the call, we may create a support case to ensure proper tracking and communication.
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.