Support FAQs
Current | Archive

Frequently Asked Questions about BoxWorks Technologies, Inc. Product Software Support

What is the escalation procedure for support problems?

Your Support Engineer provides the initial response to system issues or questions. When additional or special expertise (e.g. RF, database, UNIX, mapping & configuration, etc.) is required, problem resolution will involve Lead Engineers or Developers. Customer Support management is informed of the need to escalate a problem by the support engineer. The Customer Support Manager then calls in the appropriate help.