What is a Support Case
A support case is the primary channel for requesting structured and traceable assistance from Arxus.
It notifies our Service Desk that something is not working as expected, or that you need something that is not in our Service Catalog, and that technical investigation or follow-up is required.
Support cases allow both you and Arxus Group to track progress, view updates, and communicate clearly from start to resolution.
Support cases are always managed in the Service Management Portal.
When to Use a Support Case
Use a support case when your request requires analysis, troubleshooting, or formal follow-up. This includes:
Something is not working as expected.
An incident or issue is impacting your environment.
A configuration needs investigation.
You need something that is not available in the Service Request Catalog.
You see unexpected behavior or errors.
You need technical assistance from Arxus.
You want a clear history, timeline, and detailed follow-up.
You need to attach screenshots, logs, or other supporting information.
If the request requires structured handling, assigned engineers, or traceability, a case is the correct channel.
Where Cases Are Managed
cases are created and tracked in the dedicated Service Management Portal.
You can:
View all open and closed cases
Follow progress and updates
Communicate with Arxus specialists
Attach additional information
See all activity and history
If you start a conversation in Engage Chat and the issue requires investigation, our support team can create a support case for you.
Cases vs Other Channels
Support cases are different from other support channels:
Cases are for issues, troubleshooting, unexpected behavior or to request items not available in the Service Request catalog.
Service Requests are for predefined operational actions (for example: DNS changes, certificate renewals)
Engage Chat is for short questions and quick guidance
Email is informational only
Phone is for emergencies
Support cases provide the most complete and trackable resolution workflow.
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.