Support Levels Comparison

Side-by-side comparison of all Boxis support tiers to help you make the right choice

Selecting the appropriate support level is crucial for maintaining optimal infrastructure performance. Use this comprehensive comparison to evaluate features, response times, and pricing across all tiers.

Feature	Standard Included	Premium From 50.- CHF/month	Business From 300.- CHF/month	Enterprise From 5000.- CHF/month
Pricing
Monthly Price	Included With all Boxis services	From 50.- CHF Per month	From 300.- CHF Per month	From 5000.- CHF Per month
Response Times by Priority
P1 - Critical Service outage or major impact	Best Efforts	2 business hours	30 minutes	15 minutes
P2 - High Significant service degradation	1 business day	4 hours	4 hours	1 hour
P3 - Medium Moderate impact on operations	2 business days	8 hours	8 hours	4 hours
P4/P5 - Low General inquiries or advice	3 business days	2 business days	48 hours	24 hours
Availability & Access
Technical Support Hours	24/7 for incidents Live chat & tickets	Business hours + 24/7 incidents All channels	24/7 support All request types	24/7 dedicated Always available
Support Channels	Email Ticket System Live Chat Knowledge Base	Email Ticket System Priority Phone Live Chat Knowledge Base	Email Ticket System Dedicated Phone Account Manager Live Chat Knowledge Base	Email Ticket System Dedicated Hotline TAM Direct Account Manager Live Chat Knowledge Base
Account Management
Dedicated Account Manager			Yes	Yes
Technical Account Manager (TAM)				Yes
Business Reviews			Monthly	Monthly + Custom
Proactive Services
Infrastructure Health Monitoring	Basic	Enhanced	Advanced	Comprehensive
Capacity Planning Recommendations		Quarterly	Monthly	Continuous
Monthly Activity Reports		Yes	Yes	Yes + Custom
Infrastructure Audits			Annual	Quarterly
Security & Compliance Reviews			On request	Regular (4h/year)
Included Professional Services Admin hours per month			1h /month	3h /month
Additional Features
Priority Queue Processing		Yes	Yes	Yes
Onboarding & Training	Self-service	Guided	Dedicated session	Custom program
Crisis Management Support			Yes	24/7 dedicated
Custom SLA Negotiation				Yes
Multi-Language Support	EN, FR	EN, FR	EN, FR, DE, IT, ES	All languages
Support Location	International	International	International	International or EU (option)

*Response times are measured from ticket creation to first response by a support engineer. Actual resolution times may vary based on issue complexity.

**Additional Professional Services (admin hours) are billed at 250.- CHF per hour.

Which Support Level is Right for You?

Standard

Best for: Development environments, personal projects, non-critical workloads, teams with strong technical expertise who prefer self-service solutions.

Premium

Best for: Growing businesses, staging environments, applications requiring faster response times, teams needing priority support without dedicated account management.

Business

Best for: Production environments, mission-critical applications, businesses requiring proactive monitoring, organizations needing strategic infrastructure guidance.

Enterprise

Best for: Mission-critical infrastructure, large-scale deployments, organizations requiring custom SLAs, companies needing white-glove service and dedicated technical resources.