Customer support & escalations guide

In this article, you will find out about our Service Desk, in hours and 24/7, how to get support with your services and what to do if you're not happy with the outcome of any tickets raised.

How to log a Ticket

Before you log a ticket, it may be worthwhile checking out our knowledgebase articles and help guides for all common enquiries:

https://knowledge.boxxcomms.co.uk/en/knowledge

If you do have any questions and want to speak to someone, you can contact our support team via any one of the options below, quoting your account number.

Refer to the chatbot on our website
Email us via support@boxxcomms.co.uk
Give us a call on 01908 350750

Once a ticket is logged with our service desk, we begin monitoring the time taken to resolve it, this enables our service manager to ensure that tickets are being given the appropriate attention and that our customers do not feel the need to chase.

Opening Hours

Our in-house service desk is open during normal business hours, where you can access any aspect of your account from support to billing and sales.

Our out of hours team can only provide technical support for products with a 24/7/365 support offering, and log tickets for all other requests/service interactions.

In hours – 9 -5:30 Monday – Friday excluding public Holidays.

Priority Levels

We use priority levels to help us focus on business-critical faults and maintain the highest level of service.

While our service desk will always focus on the fastest time to resolution, we use the Prioritisation system to monitor issues and measure our performance though only actively implementing them during major service incidents or when we are under extreme or irregular levels of interactions. If you are not satisfied with the priority level allocated to your ticket, you can request an escalation

Level	Description	1st response	Updates
P1	High Priority; Total loss of service, site down, major service outage	30 Mins	60 Mins
P2	Medium Priority; Some or partial loss of service.	2 Hours	4 Hourly
P3	Low Priority; Intermittent issues, feature access or assistance requests i.e., Password Resets	24 Hours	Daily
P4	Very Low priority changes, feature requests	48 hours	N/A

Important: if you log a ticket with your account manager or to a direct inbox the target timer will not begin until the information has been sent to the service desk. To avoid any delay, please always use the main contact details in the how to log a ticket section.

Inactive Tickets

We will proactively seek to resolve tickets with you and aim only to close an open ticket with confirmation that it has been cleared by the end user.

Sometimes, this isn’t always practical, and you may find the issue has been resolved and you want to move on.

If you would like us to close a ticket, please email back in the chain with the outcome, and we’ll close it down. You can always reopen a ticket if the issue persists.

We will try to get in touch with you for 72 hours after our last contact and shut the ticket down automatically if there is no reply in that time.

Resolution Targets

Because of the nature of services provided to you by Boxx, our resolution targets are limited to that which is provided to us by the networks or software vendors we supply to you.

We aim to minimise disruption during service failures by proactively working with our technology partners to find a fix.

Please take a look at specific products with service levels SLA or your service-specific documentation for resolution targets.

Our service delivery and support technicians will always provide realistic, leaning towards pessimistic time frames for delivery and offer alternative products to provide business continuity in the event of an outage.

All tickets that are service-affecting will be given appropriate priority and attention, if you for any reason you are not happy with the support you are being offered, you can ask your support advisor for an escalation or request via your account manager