Box offers two levels of support: Standard Support and Premier Support. Premier Support is designed for enterprise deployments and guarantees 99.9% uptime, a one-hour response time for urgent issues, access to customer support portals, and quarterly reporting on support performance. It provides Box's most comprehensive support service for ensuring critical business processes run smoothly on its platform.

1. Box Premier Support
Box Premier Support:
®
We’re Here For You
The Box Customer Success team is proud to offer Premier
®
Support – a level of support designed to help Enterprise deployments
run their business-critical processes on Box. It’s Box’s most
comprehensive service level offering and it guarantees a top-tier
customer experience.
Box Will Be There For You... Guaranteed
Through Premier support, Box guarantees:
• 99.9% Uptime SLA. Your content on Box will be accessible anytime, anywhere.
• Enhanced Response Time SLA. We guarantee a one-hour-or-less response
time for Urgent matters and two-hours-or less response time for High and Normal
priority matters.
• 24/7 Phone Support. Whether you call us at noon on Monday or at 3am on Saturday,
we guarantee that you can reach us, or we’ll call you back within 30 minutes.
• Quarterly Support Reporting. Every three months, we offer you a report summarizing
how we did based on satisfaction ratings, response time and managing ticket volume.
• Full Access to Customer Portal and Support Knowledgebase. Learn about our
Customer Success methodologies and tap into our best practice materials.
Standard Support Premier Support
Initial Response • Urgent: 1 hour (target) • Urgent: 1 hour
• High: 4 hours (target) • High: 2 hours
• Normal: 8 hours (target) • Normal: 2 hours
System Uptime • 99.9% target • Uptime Guarantee
About Box
Founded in 2005, Box provides a secure content sharing platform that both users and
IT love and adopt. Content on Box can be shared internally and externally, accessed
through iPad, iPhone, Android and PlayBook applications, and extended to partner
applications such as Google Apps, NetSuite and Salesforce. Headquartered in Palo Alto,
CA, Box is a privately held company and is backed by venture capital firms Andreessen
Horowitz, Bessemer Venture Partners, Draper Fisher Jurvetson, Emergence Capital
Partners, Meritech Capital Partners, NEA, Scale Venture Partners, and U.S. Venture
Partners, and strategic investors salesforce.com and SAP.
© Box, Inc. – 4440 El Camino Real, Los Altos, CA 94022 USA – www.box.com – sales@box.com – 877-729-4269