You should escalate a case if the impact is critical, updates are delayed, or you need higher visibility. There are three methods :
By Phone (Urgent): Call +32 3 450 67 90. Use this for business-blocking emergencies requiring immediate intervention .
Via CSM: Contact your Customer Success Manager if you need team coordination or if expectations are not being met .
Via Customer Portal: Use the Arxus Support Team widget to identify and contact the "Leading Technical Contact" or Sales Responsible for your account .