Contacting Support

Standard support can be contacted at: Phone: +1-877-877-2699 Email: support@boxxcloud.com or Online. Before contacting support, visit the BOXX Cloud FAQ for the most common support issues and how to resolve them.

BOXX Cloud will provide Standard Support via phone, email, online, or Slack between 7AM to 6PM (Central Standard Time Zone) Monday to Friday, excluding holidays. We also provide Enhanced Support, which you may purchase at additional cost. Enhanced support provides support via phone, email, online, or Slack 24 hours a day and 7 days a week.

  Standard Support Plan (Included) Premium Support Plan (Upcharge)
Customer Service and Communities 24×7 access to documentation and support knowledge base 24×7 access to documentation and support knowledge base
Technical Support Standard Hours (7AM -6PM CST) access to Support Engineers via phone, email and slack 24 x 7 access to Support Engineers via phone and email
Who can open cases Designated Customer Contacts Designated Customer Contacts
Case Severity response times Normal - End of Business Day or Start of Next Day
Low - End of Following Business Day		 Critical - 4 Hours
Normal - 8 Hours
Low - End of Following Business Day

Professional Services

If we determine that any support request falls outside the scope of your service and your support plan, you can request custom support services ("Professional Services") on a thirty (30) minute incremental basis for a fee, or on a per service basis, which we will quote to you before providing the custom support service. Further details on professional services can be provided upon request.

 

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