To assist BoxWorks engineers to understand and resolve an issue efficiently, clients are requested to provide as much detail as possible regarding the problem when placing calls or e-mails.

Calls to the Customer Service Center should be initiated by the client’s designated representative that provides 1st level help desk support for the BoxWorks software. When reporting a problem, have the following information ready.

• Company name and site location
• BoxWorks support contract number
• Name of caller and main client point of contact regarding the problem.
• Phone number where we can call you
• Identify the software you are using
• Provide a short description of the problem
• Have available specific details of the problem to review with the Support Engineer
  • What happened
  • What is wrong
  • What was done to trouble shoot the problem
  • Where the associated data can be found
  • What results will judge that the problem has been resolved

During normal business hours you will be transferred to a Customer Service Support Engineer to begin working on the problem. Outside of normal business hours a Customer Service Support Engineer will be immediately paged or contacted via cell phone.