| Support feature | Premium Support coverage |
|---|---|
| Telephone support | Available 24 hours a day, 7 days a week |
| Email and online support | Monitored during normal business hours |
| Onsite service | Next Business Day when required and service conditions are met |
| Included coverage | One year at no additional charge |
| Years 2 and 3 | Available as an upgrade at the time of system purchase |
| Covered hardware | Covered BOXX workstation and server hardware |
| Initial requirement | Telephone or email troubleshooting must be completed before onsite service is scheduled |
Please distribute this page within your organization to those who need support services information for your computer hardware.
Phone: 512-835-0400 (press 4) | Toll-free: 1-877-877-BOXX (2699) (press 4)
support@boxx.com | Website: boxx.com
For 24/7 or after-hours assistance, call BOXX Technical Support. Email and online support requests are monitored during normal business hours only. You can also explore our blog post covering the most common customer questions about BOXX Support for additional guidance and quick answers.
Before calling the BOXX Technologies Help Desk Support Line listed above, please have the serial number from the affected system available for our representative.
We use this number to verify the terms of coverage and to determine the component parts within your computer.
Please be prepared to provide:
Having this information ready allows the Help Desk to confirm coverage and begin diagnosing the issue more quickly.
Contact BOXX Technologies to open a service ticket.
Phone: 512-835-0400, press 4
Email: support@boxx.com
Online: Submit a BOXX Support Request
For urgent or after-hours requests, contact BOXX by telephone rather than email or the online support form.
Your warranty coverage requires that the BOXX Help Desk perform a minimum amount of troubleshooting and diagnostics.
This allows the technical support representative to determine the appropriate action and identify any spare or replacement parts that may be required.
Field service technicians are dispatched only after telephone or email troubleshooting confirms that an onsite visit is required.
The technical service representative will coordinate the dispatch of a field service technician when necessary.
Your designated contact will be regularly informed of the progress of the open service ticket.
Premium Support includes 24/7 Help Desk assistance and Next Business Day onsite service when required.
Higher-level services are available only from to CT, Monday through Friday.
These services include:
These higher-level services are not available as part of the 24/7 after-hours Help Desk coverage.
Onsite coverage, when required, is available from to at the customer site’s local time, Monday through Friday, with Next Business Day response. Due to parts logistics, diagnosis, including the identification of required parts, must be completed by CT for Next Business Day onsite service. If diagnosis is not completed by CT, the onsite visit will move to the following business day.
Spare or replacement parts must arrive at the customer location before BOXX Technologies dispatches a scheduled technician. When the service call and diagnosis are completed by CT, BOXX Technologies will arrive at the customer location as soon as possible and no later than the next business day. A later or more convenient service time may also be scheduled.
To ensure the fastest response for 24/7 service requests, call BOXX Technologies at 512-835-0400 (press 4).
Support requests sent by e-mail or submitted online are monitored during normal business hours only:
Monday through Friday, to CT
Calls received after hours or on weekends are routed to Source Support, an after-hours partner who can assist with initial troubleshooting.
For issues that require a BOXX technician, we will follow up as soon as possible:
The BOXX Technologies Warranty Service Plan associated with your system determines the services provided and the period of warranty coverage. The Warranty Service Plan provides for the replacement of Server/Workstation components that fail due to manufacturing defects in materials and workmanship.
Upon receipt of a service request, a BOXX Technologies Help Desk representative will contact you promptly to begin diagnosis. After diagnosis is complete, the Help Desk will coordinate the dispatch of service parts and, if required, field technicians, within the terms of your Warranty Service Plan.
For complete warranty information, please review the BOXX Standard Hardware Warranty.
BOXX Warranty coverage does not include damage caused by:
Customers are responsible for providing the field service technician with access to the affected workstation or server in a safe environment.
If spare or replacement parts are shipped, return shipping labels will be included for returning unused or defective parts after service is complete.
Customers are responsible for:
Customers are responsible for the replacement price of parts that are not returned or that are damaged during transit because of improper packaging.
If parts are not returned within 10 business days, the customer will be invoiced for the replacement price plus an administration fee of 10% of that price. The minimum administration fee is $25.
Parts delivered to the customer at the beginning of service become the customer’s property once BOXX Technologies receives the returned parts.
Premium Support includes one year of 24/7 telephone support and Next Business Day onsite service, if required, at no additional charge It also includes hardware troubleshooting, break/fix resolution, coordination of replacement parts, and field technician dispatch when an onsite visit is required.
No. Premium Support for Years 2 and 3 must be selected at the time of system purchase and cannot be added afterward.
The BOXX Technologies Help Desk is available 24/7 for diagnosing hardware problems and providing break/fix support for systems covered by Premium Support. Higher-level services are available only from 7:00 a.m. to 6:00 p.m. CT, Monday through Friday.
Telephone or email troubleshooting must first determine that an onsite technician is required. Diagnosis and identification of required parts must be completed by 3:00 p.m. CT, and replacement parts must arrive at the customer location before the technician is dispatched.
Yes. BOXX Technologies uses the system serial number to verify coverage and identify the components within the affected workstation or server. Onsite service cannot be scheduled without the serial number.
A BOXX performance specialist can walk you through which warranty tier fits your uptime needs.
It's important to know where your money goes when purchasing a premium workstation computer, so learn about BOXX solutions and services you won't find anywhere else.
