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

How long does an engineer work on an issue before it is escalated?

An engineer works on a critical issue such as a system crash with the goal of achieving an immediate solution. If a prompt solution is not apparent, the engineer will then seek assistance. Typically no longer than one hour is spent trying to solve a problem before help is called.

The Manager of Customer Support also reviews all reported issues to ensure that each issue receives the proper priority and escalation path.