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Standard Support
Essential support included with every Boxis service
Built-In Support for Every Customer
Standard Support is automatically included with all Boxis solutions at no additional cost. This foundational support tier is designed for autonomous teams and organizations that manage non-critical workloads, development environments, and applications where 24/7 incident support meets their operational requirements.
Perfect for startups, individual developers, small businesses, and teams with strong technical expertise who prefer self-service resources supplemented by 24/7 incident support. Standard Support provides the essential tools and assistance needed to successfully operate and maintain your Boxis infrastructure.
Included with all Boxis services
Live chat and ticket support for incidents
Full access to knowledge base and tools
Always Included
Essential support services at no extra charge
What's Included in Standard Support
Comprehensive self-service resources and 24/7 incident technical assistance
Extensive Knowledge Base
Access our comprehensive Help Center featuring detailed documentation, step-by-step tutorials, video guides, and frequently asked questions. Our knowledge base covers all Boxis services including cloud infrastructure, web hosting, telecommunications, and colocation.
Features: Searchable documentation, user-rated articles, community-contributed content, and regularly updated guides based on customer feedback and common support inquiries.
24/7 Incident Support
Standard Support includes 24/7 incident support via live chat and ticket system. Our technical support team is available around the clock to assist with critical incidents, service outages, and urgent technical issues. Submit tickets through the Boxis Control Panel or contact us via live chat.
Response Time: Best efforts response time for all support requests. Critical incidents receive priority attention regardless of when they occur. For guaranteed response times, consider upgrading to Premium, Business, or Enterprise support.
Self-Service Management Tools
The Boxis Control Panel provides complete control over your services. Monitor resource usage, configure settings, manage billing, track support tickets, and access real-time service status information. Our status page provides transparency into scheduled maintenance and active incidents.
Available Tools: Resource monitoring dashboards, automated alerting, usage analytics, billing management, and comprehensive service health indicators.
Out of Support Scope Services
Standard Support covers technical assistance for issues directly related to Boxis infrastructure, services, and platform functionality. However, certain requests fall outside the standard support scope and require additional professional services.
What Requires Professional Services?
For any work that falls outside the standard support scope, customers will need to order Professional Services and purchase administrative hours if they want our team to manage, configure, or troubleshoot out-of-scope items. This includes but is not limited to:
- Custom application development, debugging, or optimization
- Third-party software installation, configuration, or troubleshooting
- Code-level debugging and application-specific issues
- Custom scripting, automation, or integration work
- Performance tuning and optimization of customer applications
- Database schema design, migration, or complex queries
- Security audits and penetration testing of customer applications
- Custom infrastructure design and architecture consulting
- Migration assistance for complex multi-server environments
- Training and knowledge transfer sessions
Professional Services Available
Our Professional Services team specializes in handling out-of-scope requests and can assist with complex technical projects, custom configurations, and specialized infrastructure needs. When you purchase Professional Services administrative hours, our experienced engineers will work directly with you to:
- Analyze your specific requirements and technical challenges
- Design and implement custom solutions tailored to your needs
- Provide hands-on assistance with configuration and troubleshooting
- Deliver documentation and knowledge transfer for ongoing management
To request Professional Services: Contact your Account Manager or submit a support ticket requesting Professional Services consultation. Our team will provide a detailed quote based on your specific requirements and estimated administrative hours needed to complete the work.
Community Support & Forums
Join the Boxis Community to connect with other users, share experiences, and get peer-to-peer assistance. Our community forums are actively moderated and feature contributions from Boxis experts, helping you find solutions and learn best practices from other customers.
Infrastructure Monitoring
All Boxis infrastructure is continuously monitored 24/7 by our datacenter operations teams. Automated systems detect hardware failures, network issues, and performance anomalies. When problems are identified, our teams automatically initiate remediation procedures to minimize service impact.
When Should You Consider Upgrading?
Faster Response Times Needed
If your business requires faster resolution of technical issues, Premium Support offers 2-hour response times during business hours.
Production Environment Support
For production workloads, Business Support provides 24/7 assistance with guaranteed 30-minute response for critical incidents.
Dedicated Account Management
Business and Enterprise tiers include dedicated Account Managers who understand your infrastructure and provide strategic guidance.
Mission-Critical Applications
Enterprise Support offers white-glove service with 15-minute response times and proactive infrastructure management for critical systems.
How to Reach Our Support Team
Support Tickets
Submit support requests through the Boxis Control Panel. Track ticket status, add updates, and communicate with our team all in one place.
Phone Support
Call our support line during business hours for immediate assistance with urgent issues or complex technical questions.
Live Chat
Available 24/7 for critical incidents. Get real-time assistance from our support engineers, even outside business hours.
Explore Enhanced Support Options
Upgrade to a higher support tier for faster response times and additional services
Premium Support
Priority queue processing with 2-hour response times. Perfect for businesses that need faster resolution without enterprise-level services.
From 100.- CHF/month
Learn More →Business Support
24/7 support with dedicated account management and 30-minute response for critical incidents. Ideal for production environments.
From 300.- CHF/month
Learn More →Enterprise Support
White-glove service with Technical Account Managers, proactive monitoring, and 15-minute response times for mission-critical infrastructure.
From 5000.- CHF/month
Learn More →Need More Support?
Compare all support levels to find the perfect solution for your technical requirements and business objectives.
Compare Support Levels