Support

BoxWorks provides round-the-clock and customizable support to maintain your software system in peak condition. Software maintenance options include Priority, Pinnacle and Custom support levels to match your operation schedule and mission critical requirements. BoxWorks’ software support is delivered through phone contact and network connection to your system. Your calls are answered by engineers familiar with your system and equipped to solve your problem.

BoxWorks provides three Support Plans from which to choose.

Priority

• Support during normal business hours defined as 8:00 AM to 5:00 PM (MST) Monday through Friday excluding holidays.
• Phone support as needed to resolve product defects
• Remote dial-in capabilities to diagnose and resolve problems
• Problem reporting, tracking, monitoring and resolution
• Service requests classified by severity level
• Product upgrades including major and point-level releases
  
  

Pinnacle

• All of the features of the Priority
  
  Plus:
• Expanded hours of coverage to 24 hours per day, 7 days per week, 365 days per year.
  
  

Custom

Customized support for clients based on special business needs.

• Can include all of the features of the Pinnacle plan
  
  and include any of the following:
• Semi-annual/annual assessment of system operations
• Semi-annual/annual audit of backup and recovery procedures
• Assistance in planning for new releases, updates and major modifications
• Priority routing and response to product defects
• First level user support
• Computer support outsourcing
• DBA outsourcing

See our FAQ Page for answers to your software support needs.