Standard
Perfect for autonomous teams managing non-critical workloads. Includes comprehensive self-service resources and 24/7 incident support.
Learn More →Boxis
Boxis Support Solutions
Select the perfect support tier that aligns with your business requirements and technical infrastructure needs
24/7 Infrastructure Monitoring
Automated detection and resolution of hardware issues
Guaranteed Response Times
Round-the-clock monitoring and assistance for your critical infrastructure
Always-On Support
Every support tier includes essential services designed to keep your infrastructure running smoothly and efficiently
Choose Your Support Tier
Comprehensive Support Ecosystem
Compare our support levels to find the perfect match for your technical requirements and business objectives
Premium
Ideal for growing businesses requiring faster resolution times. Priority queue processing ensures your tickets are addressed ahead of standard requests.
Learn More →Business
Comprehensive support for production environments with dedicated account management, proactive monitoring, and guaranteed response times for critical incidents.
Learn More →Enterprise
White-glove service for mission-critical infrastructure. Includes Technical Account Managers, proactive infrastructure audits, and crisis management for P1 incidents.
Learn More →Core Support Capabilities
Services Included Across All Tiers
Every support tier includes essential services designed to keep your infrastructure running smoothly and efficiently
Multi-Channel Assistance
Connect with our technical specialists through phone, email tickets, or live chat. Premium tiers and above include dedicated phone lines for faster access to expert support teams.
Guaranteed Response Times
Our service level objectives ensure rapid response to incidents. Response times range from 15 minutes for critical P1 issues (Enterprise) to 8 business hours for standard requests, depending on your support tier.
Dedicated Account Management
Business and Enterprise tiers include dedicated Account Managers and Technical Account Managers who understand your infrastructure, provide strategic guidance, and coordinate proactive support initiatives.
Proactive Monitoring
Advanced tiers include infrastructure health monitoring, capacity planning recommendations, and monthly activity reports that help you optimize resource utilization and plan for growth.
SLA
Response Time Comparison
| Priority Level | Standard | Premium | Business | Enterprise |
|---|---|---|---|---|
| P1 Service outage or major impact |
8 business hours | 2 business hours | 30 minutes | 15 minutes |
| P2 Significant service degradation |
1 business day | 4 hours | 4 hours | 1 hour |
| P3 Moderate impact on operations |
2 business days | 8 hours | 8 hours | 4 hours |
| P4/P5 General inquiries or advice |
3 business days | 2 business days | 48 hours | 24 hours |
*Response times are measured from ticket creation to first response by a support engineer. Actual resolution times may vary based on issue complexity.
FAQ
Frequently Asked Questions
What languages are supported for support communications?
Our support teams are fluent in English and French, available 24/7 for all support tiers. Business and Enterprise customers can request support in additional languages including German, Italian, Spanish, and Russian, subject to team availability. All documentation and knowledge base articles are available in multiple languages to accommodate our global customer base.
Is support tied to my account or individual services?
Support levels are associated with your Boxis account and apply uniformly across all services under that account. This unified approach ensures consistent support quality regardless of which Boxis service you're using - whether it's cloud infrastructure, web hosting, telecommunications, or colocation services. If you have multiple accounts, each can have its own support level based on its specific requirements.
How can I check my current support level?
Your current support tier is prominently displayed in the Boxis Control Panel under the "Support" section. You'll see your support level, associated benefits, response time commitments, and any upcoming renewals. Business and Enterprise customers will also see their dedicated Account Manager contact information and scheduled review meeting dates.
Can I upgrade or downgrade my support level?
Yes, you can modify your support level at any time through the Boxis Control Panel. Upgrades to Premium support take effect immediately. For Business and Enterprise tiers, our sales team will coordinate the transition, including onboarding sessions with your new Account Manager. Downgrades typically take effect at the end of your current billing cycle. We recommend consulting with our team before downgrading to ensure you understand the impact on response times and available services.