home  › Support  › Support  

Need to contact the Service Desk ?

Escaux provides a single point of contact for the reporting of faults for all services specified in the contract schedule. Our service team processes have been designed based on ITIL best practices to guarantee that the right level of support is given at any time.

Before opening a ticket

Before opening a ticket, have a look at our Technical FAQ or at our Documentation that could contain answers to your questions.

Reporting an incident or a service request

E-mail  Open a ticket by sending an email to

  • It’s important to have a clear problem description.

Name:
Phone number:
Company:
Customer number:
Equipment affected (circuit reference, SOP Key, Site):
Request type: Change Request / Incident
Priority : Very High / High / Medium / Low
Problem description:
Troubleshooting realized:

 

  • You will receive an automated email containing your ticket number.

AnaloguePhoneIdle If urgent, call us on the number +32.2.788.7470

  • You will need your customer number or your support ticket number
  • You will be in direct contact with a unified communication engineer

FAQ

What to do if I didn’t receive a ticket number ?

You can always call us, even when you don’t have a ticket number. Your customer number will be asked instead of the ticket number.

What to do when I have an urgent request ?

Follow the procedure mentioned above. Indicate that your request is urgent to the engineer you have on the line. The unified communications engineer will analyse and solve the problem as soon as possible.

What to do if I don‘t know my customer number ?

Your customer number is indicated on each invoice you have received from Escaux (“Numéro client”, “Klantnummer”, “Customer number”) as well as in the auto-reply message you receive from . You can always ask your customer number by contacting your Account Manager, our Reception desk or by sending a mail to the support address.

When can I expect a first reply when sending an email ?

Escaux guarantees a first reply to your request within the Next Business Day.