Box Product Support

Enthusiastically understand, resolve and prevent customer issues

box admin
The Box experience

Use your own help desk or rely exclusively on Box experts - it's your choice! Our team offers in-person and remote training, customized education and support materials, ticket sharing and more.

SLAs that guarantee your success

With SLAs on initial first response and Service Uptime, we ensure the success and smooth operation of your mission-critical use cases.

Unparalleled expertise

Our team is comprised of experienced professionals with experience on the various Box Products, available right on your fingertips.

Box Product Support Offerings

Standard Support

Standard Support is included in your Box license. It includes active maintenance and availability of our support team during your business hours. 

Premier Services

The Box Premier Services team is dedicated in providing you and your team with our award-winning white glove treatment, including SLAs to support your mission-critical use cases. 

Platinum Services

With Platinum Services you can expect the highest level of support with customized training, bi-annual onsites and a dedicated channel to your assigned Platinum Lead.

Compare Our Offerings

Standard SupportPremier ServicesPlatinum Services
Hours of OperationBusiness Hours24/7/36524/7/365
Response time SLA1-2 Hours1-2 Hours
Box Uptime Guarantee99.9%99.9%
Dedicated Partner Services TeamXX
Live Phone SupportXX
Off-Hours on-call supportXX
Assistance with KeySafe RotationAnnuallyQuarterly
Shared HelpDesk ModelXX
Customized Troubleshooting CollateralXX
Access to Box University CoursesXX
Resource + Self Service TrainingXX
Box Lead through Premier Support ImplementationXX
Named Platinum Box LeadX
Reoccurring Case Review MeetingsX
Real-time Help Desk CoordinationX

Enterprise Suites

Get the best of Box with up to six products plus Premier Services in one easy-to-buy plan. Our Enterprise Suites enable you to power best-in-class experiences — from security to workflow — across your entire organization. And they save you up to 35%.

"Not only is the Premier Service team quick to respond, dogged in their pursuit of answers and committed to high standards of customer service, but they are always genuine and friendly.”

– Bob Flynn, Manager of IT Community Partnerships, Indiana University

Discover which Product Support offering is right for your organization