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Boxis Support Solutions
Select the perfect support tier that aligns with your business requirements and technical infrastructure needs
Comprehensive Support Ecosystem
Boxis Support represents a comprehensive suite of technical assistance, expert consultation, and proactive service management designed to empower your organization's success. Our multi-tiered support structure ensures that whether you're running development environments, staging systems, or mission-critical production workloads, you have access to the right level of expertise and responsiveness.
By selecting the appropriate support tier, you optimize operational efficiency, reduce resolution times, and gain strategic insights into your infrastructure. Our support teams work as an extension of your IT department, providing guidance that helps you maximize the value of your Boxis investments.
Automated detection and resolution of hardware issues
Always-On Support
Round-the-clock monitoring and assistance for your critical infrastructure
Core Support Capabilities
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.
Choose Your Support Tier
Compare our support levels to find the perfect match for your technical requirements and business objectives
Standard
Perfect for autonomous teams managing non-critical workloads. Includes comprehensive self-service resources and 24/7 incident support.
Premium
Ideal for growing businesses requiring faster resolution times. Priority queue processing ensures your tickets are addressed ahead of standard requests.
Business
Comprehensive support for production environments with dedicated account management, proactive monitoring, and guaranteed response times for critical incidents.
Enterprise
White-glove service for mission-critical infrastructure. Includes Technical Account Managers, proactive infrastructure audits, and crisis management for P1 incidents.
Services Included Across All Tiers
These fundamental services are available to all Boxis customers, regardless of support level
Continuous Infrastructure Monitoring
Our datacenter operations teams maintain 24/7 surveillance of all Boxis infrastructure components. Automated systems detect hardware anomalies, network irregularities, and performance degradation in real-time. When issues are identified, our engineering teams are automatically alerted and can initiate remediation procedures without manual intervention.
This proactive approach minimizes service disruptions and ensures maximum uptime for your applications and services.
Comprehensive Knowledge Base
Access our extensive documentation library featuring step-by-step tutorials, troubleshooting guides, API references, and best practices. Our Help Center is continuously updated with new content based on common support inquiries and customer feedback.
Each article includes user ratings and comments, helping you quickly identify the most helpful resources. Our search functionality uses intelligent algorithms to surface the most relevant documentation for your specific query.
Self-Service Management Tools
The Boxis Control Panel provides comprehensive management capabilities for all your services. Monitor resource utilization, configure settings, manage billing, and track support tickets from a unified interface. Our status dashboard offers real-time visibility into scheduled maintenance windows, active incidents, and service health metrics.
Advanced monitoring tools allow you to set custom alerts, view historical performance data, and generate usage reports to optimize your infrastructure spending.
Community Forums & Collaboration
Join the Boxis Community to connect with other users, share experiences, ask questions, and contribute to discussions. Our community is moderated by Boxis experts and active community members who provide peer-to-peer support and share innovative use cases.
Regular community events, webinars, and workshops provide opportunities to learn from Boxis engineers and network with other customers who face similar technical challenges.
Response Time Comparison
| Priority Level | Standard | Premium | Business | Enterprise |
|---|---|---|---|---|
| P1 - Critical Service outage or major impact |
8 business hours | 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 |
*Response times are measured from ticket creation to first response by a support engineer. Actual resolution times may vary based on issue complexity.
Frequently Asked Questions
Professional Services
For work outside standard support scope, leverage our Professional Services team of Level 3 administrators
What Are Professional Services?
Professional Services handle work that falls outside the standard support scope, such as custom application development, third-party software configuration, complex migrations, and specialized technical projects.
Our Level 3 administrators provide expert consultation, implementation services, and training tailored to your specific infrastructure needs.
Hourly Service Packs
All packs valid for 1 year. Standard rate: 250.- CHF/hour. Business Support includes 1h/month, Enterprise includes 3h/month.
Support vs Professional Services
Understanding when to use Support and when to use Professional Services
| Aspect | Support Services | Professional Services |
|---|---|---|
| Scope | Boxis infrastructure, platform functionality, and service-related issues | Custom projects, third-party software, application development, complex migrations |
| Coverage | Included in your support level (Standard, Premium, Business, Enterprise) | Requires purchase of administrative hours or hourly service packs |
| Response Time | Based on your support tier (8 hours to 15 minutes for P1) | Linked to your support level for request processing |
| Examples | Server outages, network issues, platform bugs, infrastructure monitoring | Custom scripting, database migrations, application optimization, training sessions |
| Included in Support Levels | Yes - All support tiers include standard support services | Business: 1h/month, Enterprise: 3h/month. Additional hours available for purchase |
Ready to Enhance Your Support Experience?
Compare all support tiers side-by-side and select the level that best matches your infrastructure needs and business goals.
Compare Support Levels