Standard support can be contacted at: Phone: +1-877-877-2699 Email: support@boxxcloud.com or Online. Before contacting support, visit the BOXX Cloud FAQ for the most common support issues and how to resolve them.
BOXX Cloud will provide Standard Support via phone, email, online, or Slack between 7AM to 6PM (Central Standard Time Zone) Monday to Friday, excluding holidays. We also provide Enhanced Support, which you may purchase at additional cost. Enhanced support provides support via phone, email, online, or Slack 24 hours a day and 7 days a week.
| Standard Support Plan (Included) | Premium Support Plan (Upcharge) | |
|---|---|---|
| Customer Service and Communities | 24×7 access to documentation and support knowledge base | 24×7 access to documentation and support knowledge base |
| Technical Support | Standard Hours (7AM -6PM CST) access to Support Engineers via phone, email and slack | 24 x 7 access to Support Engineers via phone and email |
| Who can open cases | Designated Customer Contacts | Designated Customer Contacts |
| Case Severity response times | Normal - End of Business Day or Start of Next Day Low - End of Following Business Day |
Critical - 4 Hours Normal - 8 Hours Low - End of Following Business Day |
If we determine that any support request falls outside the scope of your service and your support plan, you can request custom support services ("Professional Services") on a thirty (30) minute incremental basis for a fee, or on a per service basis, which we will quote to you before providing the custom support service. Further details on professional services can be provided upon request.
