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Enterprise Support
White-glove service for mission-critical infrastructure
Ultimate Support for Critical Operations
Enterprise Support represents the pinnacle of Boxis support services, designed for organizations whose infrastructure is mission-critical to business operations. This tier provides the fastest response times, dedicated Technical Account Managers, proactive infrastructure management, and access to specialized services unavailable at other support levels.
Ideal for large enterprises, financial institutions, healthcare organizations, government entities, and any business where infrastructure downtime directly impacts revenue, compliance, or customer trust. Enterprise Support ensures your critical systems receive the highest level of attention and expertise.
Fastest response time in the industry
Dedicated technical expert for your account
Premium Enterprise Experience
The highest level of support and service excellence
Enterprise Support Capabilities
Comprehensive support services designed for mission-critical infrastructure
Professional Services Allocation
Enterprise Support includes 3 hours per month of Professional Services (admin hours) for architecture reviews, infrastructure consultation, configuration assistance, and custom project support delivered by senior administrators.
Need more help? Additional Professional Services hours can be ordered on demand for 260.- CHF per hour.
24/7 Enterprise Support Engineers
Round-the-clock access to our most experienced support engineers who specialize in enterprise infrastructure. These engineers are available in English and French, with additional language support available upon request based on team availability.
Dedicated Phone Line: Enterprise customers receive a dedicated telephone number (at no additional charge) providing direct access to Enterprise support teams, available in addition to ticket submission and live chat channels.
Advanced Priority Classification System
Our five-tier priority system (P1 through P5) ensures that critical incidents receive immediate attention. P1 incidents automatically trigger crisis management protocols, with your Technical Account Manager coordinating response efforts across multiple Boxis teams.
Crisis Management: For maximum priority incidents, a dedicated crisis unit is established, led by your Technical Account Manager, ensuring rapid coordination and resolution.
Proactive Infrastructure Management
Your infrastructure receives continuous custom monitoring and analysis. We provide advance notice of all maintenance operations with detailed impact assessments and extended scheduling windows to accommodate your business requirements.
Project Support: For complex initiatives like disaster recovery testing or infrastructure migrations, our experts can help develop comprehensive project plans (available on quotation).
Exclusive Enterprise Services
Enterprise Support unlocks access to premium services including private rack allocation (subject to datacenter availability), SecNumCloud qualified services for enhanced security compliance, and specialized infrastructure configurations.
Custom Solutions: Work with our Solutions Architects to design infrastructure solutions tailored to your specific compliance, security, and performance requirements.
Technical Account Manager (TAM)
Your dedicated technical expert and primary point of contact
Onboarding & Continuous Monitoring
Your Technical Account Manager oversees your onboarding process, ensuring smooth integration of Boxis services into your infrastructure. They maintain continuous oversight of your solutions, understanding your architecture, business objectives, and technical challenges.
As your appointed technical contact, your TAM serves as the bridge between your organization and Boxis technical teams, ensuring clear communication and efficient problem resolution.
Monthly Activity Reports
Receive comprehensive monthly reports detailing service availability rates, support request summaries, resource utilization dashboards, and strategic recommendations for infrastructure optimization.
These reports provide actionable insights into your infrastructure health, helping you make informed decisions about capacity planning, cost optimization, and technology upgrades.
Specialist Mobilization
When advanced or specialized support is required, your Technical Account Manager can mobilize additional Boxis specialists including Solutions Architects, Security Experts, and Infrastructure Engineers (available on quotation).
This ensures you have access to the right expertise for complex challenges, whether it's architectural design, security audits, or performance optimization.
Strategic Roadmap Discussions
Your TAM facilitates discussions about the Boxis product roadmap, helping you understand upcoming features and plan for technology adoption. They can also prioritize delivery of new services based on your business requirements.
Regular strategic reviews ensure your infrastructure evolves in alignment with both Boxis innovations and your organizational growth objectives.
Key Account Manager & Pre-Sales Support
Pre-Sales Engineering Support
During the pre-sales phase, our Solutions Architects and Key Account Managers provide technical consultation for estimates and proposals. They offer guidance on Boxis solution implementation, scalability planning, and technology roadmap alignment.
This pre-sales support ensures that proposed solutions are technically sound, aligned with your requirements, and optimized for your specific use cases.
Ultra-Fast Response Times
Enterprise Support commits to providing initial response to P1 critical incidents within 15 minutes. This rapid response capability is essential for mission-critical systems where every minute of downtime has significant business impact.
Your Technical Account Manager coordinates immediate response efforts, ensuring all necessary resources are mobilized quickly to resolve critical issues.
Infrastructure Security Audits
Enterprise Support includes the option to request security audits of your infrastructure, available both on-site and remotely. These audits (4 hours per year included) help ensure proper implementation of Boxis Information Security Management System (ISMS) for certified services.
Requirements: Security audits must be requested at least 30 days in advance and are subject to security team availability and datacenter access procedures. These audits can also assist in achieving compliance certifications.
EU-Based Support Teams
For organizations requiring that cloud service interventions and data handling be performed exclusively by personnel located within the European Union, Enterprise Support offers a trusted contract variant with differentiated pricing.
EU Trusted Support: This option ensures all support interventions for EU-hosted services are carried out exclusively by EU-based teams, meeting specific regulatory and compliance requirements.
Enterprise Events & Knowledge Sharing
Throughout the year, Enterprise customers have exclusive access to events, meetups, webinars, and the Boxis Academy training programs. These events provide opportunities to:
- Network with other Enterprise customers and Boxis experts
- Learn about new Boxis products and features
- Discuss infrastructure best practices and strategies
- Participate in technical deep-dive sessions
- Provide feedback on product roadmap priorities
- Access early previews of upcoming features
Subscribe to Enterprise Support
Get the highest level of support with dedicated Technical Account Managers and white-glove service for your mission-critical infrastructure.
Pricing: From 5000.- CHF/month
Premium enterprise support package with Technical Account Manager
Includes 24/7 dedicated support, 15-minute P1 response time, proactive infrastructure audits, and monthly activity reports.
Our sales team will work with you to design a support package tailored to your organization's requirements.
Enterprise Support Response Times
| Priority Level | Description | Response Objective |
|---|---|---|
| P1 - Critical | Complete service outage or incident affecting all services with critical business impact | 15 minutes |
| P2 - High | Significant service degradation with substantial operational impact | 1 hour |
| P3 - Medium | Moderate service impact with manageable business consequences | 4 hours |
| P4/P5 - Low | General inquiries, configuration questions, or advice requests | 24 hours |
*P1 incidents automatically trigger crisis management protocols with dedicated Technical Account Manager coordination.
Complementary Enterprise Services
Professional Services
Expert consulting for infrastructure architecture, migrations, and custom implementations.
Learn More →Partnership Program
Access our global partner network for specialized solutions and extended capabilities.
Learn More →Is Enterprise Support Right for Your Organization?
Compare all support levels to understand how Enterprise Support can benefit your mission-critical infrastructure.
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