| Standard Support feature | Coverage |
|---|---|
| Warranty term | Included for three years at no additional cost |
| Telephone support | Monday through Friday, – CT |
| Technical assistance | Hardware troubleshooting and break/fix resolution |
| Parts replacement | Covered manufacturing defects |
| Repair type | Depot repair |
| Shipping in Year 1 | Customer ships the system or part to BOXX; BOXX covers return shipping |
| Shipping in Years 2 and 3 | Customer is responsible for shipping costs |
| Onsite support | Not included with Standard Support |
Every system also includes Premium Support & Services at no charge for Year 1: 24/7 telephone support and Next Business Day onsite service, if required.
Premium Support can be extended into Years 2 and/or 3, but only at the time of system purchase. It cannot be added after the original order is placed. 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
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.
For all warranty service requests, be prepared to provide:
Having the serial number ready allows the Help Desk to confirm your 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
A service ticket will be logged in the BOXX Technologies system.
A technical service representative will contact you during business hours to begin diagnosing the issue.
Your warranty coverage requires that the BOXX Help Desk complete a minimum amount of troubleshooting and diagnostics. This allows the representative to determine the appropriate next steps and identify any replacement parts that may be required.
If a system or component requires depot repair or replacement, BOXX will issue a Return Material Authorization (RMA) number and provide shipping instructions.
You are responsible for shipping the affected system or component to BOXX for depot repair.
BOXX will complete the covered repair or replacement according to the terms of your Warranty Service Plan.
| Support method | Availability | Response |
|---|---|---|
| Telephone support | Monday through Friday, to CT | Handled during normal business hours |
| Email support | Monday through Friday, to CT | Monitored during normal business hours |
| Online support requests | Monday through Friday, to CT | Monitored during normal business hours |
| Requests received after hours | Outside normal business hours | Addressed on the next business day |
| Support provided | During normal business hours | Hardware troubleshooting and break/fix resolution |
If a component requires replacement, BOXX will issue a Return Material Authorization (RMA) number and shipping instructions.
You are responsible for shipping the affected system or part to BOXX for depot repair.
| Shipping stage | Year 1 | Years 2 and 3 |
|---|---|---|
| Shipping the affected system or part to BOXX | Customer responsibility | Customer responsibility |
| Shipping the repaired or replacement system or part back to the customer | Covered by BOXX | Customer responsibility |
BOXX covers return shipping costs in Year 1. In Years 2 and 3, you are responsible for return shipping costs.
The following higher-level services are available 7am-6pm CT, Monday-Friday:
Standard Support does not include:
These are available through BOXX Premium Support & Services
Premium Support is included during Year 1. Years 2-3 Premium upgrades are only available at the time of system purchase and cannot be added afterward.
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.
After receiving a service request, a BOXX Technologies Help Desk representative will contact you to begin diagnosis. Once diagnosis is complete, the Help Desk will coordinate covered replacement parts or depot repair according to the terms of your Warranty Service Plan.
For complete warranty terms, review the BOXX Hardware Warranty.
Warranty coverage does not include damages caused by:
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.
If field service is required under the terms of your Warranty Service Plan, you are responsible for providing the technician with access to your server or workstation in a safe environment.
If BOXX sends spare or replacement parts to you, return shipping labels will be included for returning unused or defective parts after service is complete.
You are responsible for:
You are responsible for the replacement price of parts that are not returned, or damaged in transit due to improper packaging.
If parts are not returned within 10 business days of service completion, you will be invoiced for the parts replacement price plus an administration fee of 10% of that price (minimum $25).
Parts delivered to your site at the start of service become your property once the returned parts are received, unencumbered by any lien, at BOXX Technologies.
If you have questions about your BOXX Technologies Warranty Service Plan, please contact BOXX Technical Support at 512-835-0400 (press 4).
BOXX Standard Support includes weekday telephone assistance, hardware troubleshooting, break/fix resolution, parts replacement for covered manufacturing defects, and depot repair. Standard Support is included at no additional cost for the full three-year warranty term.
Telephone, email, and online Standard Support are available Monday through Friday from 7:00 a.m. to 6:00 p.m. CT. Requests received outside normal business hours will be addressed on the next business day.
If troubleshooting determines that a component requires repair or replacement, BOXX will issue a Return Material Authorization number and provide shipping instructions. You are responsible for shipping the affected system or part to BOXX for depot repair.
You are responsible for shipping the affected system or part to BOXX. BOXX covers return shipping costs in Year 1. In Years 2 and 3, you are responsible for return shipping costs.
No. Standard Support is available during weekday business hours. Every BOXX system includes Premium Support during Year 1, which provides 24/7 telephone support and Next Business Day onsite service when required.
No. Standard Support does not include onsite technician dispatch. Onsite service is available through BOXX Premium Support Services.
Premium Support extensions for Years 2 and 3 must be selected at the time of system purchase. They cannot be added after the original order is placed.
Unused or defective parts must be returned within 10 business days of service completion. If parts are not returned, you may be charged the replacement price plus a 10% administration fee, with a minimum fee of $25.
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.
