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Business Support
Comprehensive support for production environments
Production-Grade Support for Growing Businesses
Business Support is engineered for organizations running production workloads that require reliable, responsive technical assistance. This tier provides 24/7 access to our technical support teams, ensuring that critical issues receive immediate attention regardless of when they occur.
Ideal for mid-size companies, growing startups scaling their infrastructure, and businesses with production applications that cannot afford extended downtime. Business Support includes dedicated Account Managers who understand your infrastructure and provide strategic guidance to optimize your Boxis investments.
Guaranteed initial response to P1 incidents
Personal relationship with your support team
24/7 Production Support
Round-the-clock assistance for your critical infrastructure
Business Support Features
Comprehensive support services designed for production environments
Dedicated Account Manager
Your Account Manager serves as your primary point of contact, building a deep understanding of your infrastructure, business objectives, and technical requirements. They coordinate support activities, provide strategic recommendations, and ensure your needs are prioritized.
Benefits: Direct phone line, proactive communication about maintenance and updates, monthly infrastructure reviews, and personalized service recommendations.
Priority Request Processing
Business Support requests are prioritized above Standard and Premium support levels, ensuring faster resolution times. Our priority system categorizes requests by criticality (P1 through P5), with guaranteed response times based on impact level.
Response Times: P1 (30 min), P2 (4 hours), P3 (8 hours), P4/P5 (48 hours). All times measured from ticket creation to first engineer response.
Expert Technical Guidance
Access to our team of specialized engineers who provide architectural recommendations, performance optimization advice, and best practices for your infrastructure. Our experts work with your team to develop action plans and continuous improvement strategies.
Additional Services: Optional cloud architecture consulting, infrastructure migration planning, and disaster recovery strategy development (available on quotation).
Service Level Objectives (SLO)
Boxis commits to providing initial incident response within the following timeframes for Business Support customers:
| Priority Level | Description | Response Objective |
|---|---|---|
| P1 - Critical | Complete service outage or incident affecting all or most services with critical business impact | 30 minutes |
| P2 - High | Significant service degradation affecting part of your services with substantial operational impact | 4 hours |
| P3 - Medium | Moderate service impact resulting in degraded performance with manageable business impact | 8 hours |
| P4/P5 - Low | General support requests, configuration questions, or advice with minimal operational impact | 48 hours |
Important Notes:
- Response time is measured from ticket registration to first response by a Business Support engineer
- Priority levels are initially selected by the customer and confirmed by Boxis during ticket processing
- P1 incidents may trigger escalation procedures and dedicated crisis management resources
- Actual resolution times depend on issue complexity and may require coordination with third-party vendors
Dedicated Support Phone Line
Business Support includes a dedicated telephone number (at no additional charge) that provides direct access to our technical support teams. This phone line is available in addition to ticket submission and live chat, giving you multiple channels to reach us when you need assistance.
Use the phone line for urgent issues, complex technical questions, or when you need immediate clarification on infrastructure matters. Our team can also initiate conference calls with your technical staff when collaborative troubleshooting is required.
Proactive Maintenance Notifications
We provide advance notification of scheduled maintenance operations that may impact your services. Your Account Manager will coordinate with you to schedule maintenance during optimal time windows that minimize disruption to your business operations.
For planned maintenance, we offer extended time slots when possible, allowing you to adapt the schedule to your business requirements. Detailed impact assessments are provided in advance.
Onboarding & Knowledge Transfer
When you subscribe to Business Support, we conduct an onboarding session to familiarize your team with our support processes, communication channels, and how to effectively work with your Account Manager. This session establishes expectations and creates a foundation for productive collaboration.
Your Account Manager will also provide guidance on best practices for infrastructure management, security configurations, and optimization strategies specific to your use case.
Monthly Activity Reports
Receive comprehensive monthly reports detailing service availability metrics, support ticket summaries, resource utilization trends, and recommendations for infrastructure improvements. These reports help you understand your infrastructure health and plan for future growth.
Reports include availability percentages, incident summaries, response time statistics, and actionable recommendations for optimizing your Boxis infrastructure investments.
Included Professional Services
Business Support includes 1 hour per month of Professional Services (admin hours) for infrastructure consultation, configuration assistance, and technical guidance.
Additional hours: Additional Professional Services hours are available at 250.- CHF per hour upon request.
Subscribe to Business Support
Get comprehensive 24/7 support with dedicated account management for your production infrastructure.
Pricing: From 300.- CHF/month
Comprehensive support package with dedicated account management
Includes 24/7 support, guaranteed response times, and monthly activity reports.
Business vs Other Support Tiers
vs. Premium Support
- 24/7 support vs. business hours + incidents
- Dedicated Account Manager vs. general support
- 30-minute P1 response vs. 2-hour response
- Monthly reports and proactive monitoring
vs. Enterprise Support
- 15-minute P1 response (Enterprise) vs. 30 minutes
- Technical Account Manager (Enterprise) vs. Account Manager
- Infrastructure audits and security reviews (Enterprise)
- More cost-effective for mid-size businesses
Best For
- Production environments
- Growing businesses
- Teams needing 24/7 support
- Organizations requiring account management
- Companies with predictable support needs
Related Services
Enterprise Support
Upgrade to Enterprise for mission-critical infrastructure with Technical Account Managers, 15-minute response times, and proactive infrastructure audits.
Learn More →Professional Services
Engage our expert consultants for infrastructure architecture, migration planning, disaster recovery strategy, and custom project implementation.
Learn More →Knowledge Base
Access comprehensive documentation, tutorials, and best practices to maximize your infrastructure efficiency and resolve common issues independently.
Visit Knowledge Base →Ready to Upgrade to Business Support?
Compare all support levels to ensure Business Support is the right choice for your organization's needs.
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