Overview
Phone support is an emergency contact channel that you should only use when you need immediate assistance and other support options are not available.
This includes situations where the Arxus Group Service Desk is closed, support agents are offline, or the issue is too critical to wait for a response through the Service Management Portal or Engage.
When to Use Phone Support
Use phone support when you are facing a severe or time-sensitive incident that cannot wait. Typical situations include:
A business-critical system or service is down
A major incident is impacting your operations
You cannot reach support through the portal or Engage
Support hours are closed and urgent help is required
You need immediate escalation to restore service
Phone support ensures your issue is escalated without delay.
Secondary Emergency Contact: Your Customer Success Manager
If appropriate, you should also attempt to contact your Customer Success Manager (CSM) by phone, especially if:
You cannot reach the Service Desk
You need help coordinating communication
The issue affects high-priority workloads or key business services
Your CSM can help ensure the situation is escalated internally and handled as fast as possible.
Phone Number to Contact Arxus Group
Please call the Arxus Group Service Desk at:
[INSERT PHONE NUMBER HERE]
This line should only be used for emergencies that require immediate attention.
When Not to Use Phone Support
Phone support is not intended for:
Non-urgent issues
Questions or general guidance
Configuration changes or service requests
Standard troubleshooting
Informational updates or follow-ups
In these cases, use the Support Portal or Engage.
What Happens After You Call
Once you report an emergency by phone:
The issue will be assessed immediately
If required, a support case will be created on your behalf
Updates will be provided through the Support Portal and email
Further communication will continue through your case
Phone contact ensures immediate escalation, while the support case provides structure and traceability.
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.
Service Desk Support >