Support Level

Hi, I'm (and so the company I work with) a new customer.
We're evaluating the service with a Business Plus subscription with a limited number of users (to be expanded to 30-50 within days).
We like what we have and the functionalities offered by your tools, they (almost) suits perfectly our needs! :)
On one point I would like to be reassured, and it's about the support level we have to expect once we'll be in production.
In the past two days we've tried to solve a couple of (simple) issues, contacting the support (via ticket) without a resolution, and in a case the discussion stalled with no further replies since yesterday (I don't like to "push" it up, but I had to..).
Unfortunately this is blocking us from proceeding as we can't expand the service to the whole company until it's solved.
The first issue was about updating our payment system, i've contacted the billing@ department but got only a generic answer, as the system doesn't seem to accept our company card (or I couldn't find a way to setup a direct debt via bank).
The second issue is about changing the subdomain assigned to our company box link: it has been determined by the system according to our company name, but that's a way too long and we want to have a shorter one (there's no option to change it in the Admin portal).
It would be possible to talk with someone that could actively solve our issue so we can get the ball rolling?
Hoping to have a long partnership with you as the service (on the technical side) seems to work great.
Thank you.

Rona

February 14, 2023 22:16
Edited

Hi there,

Welcome to Box Community!

I see you've opened tickets specific for your payment and sub-domain queries. Note that support is already in place for your respective tickets and the assisgned support teammate will discuss it further with you. Please keep an eye to your email.

We appreciate your feedback and thanks for posting!

Vittorio Rapa

February 14, 2023 23:03

It seems we're progressing (someway), will update this post once it's all sorted. Thank you for your support.

February 15, 2023 19:43

The problem with our subdomain has been resolved in a fast manner. Thank you.
However we're struggling with the payment methods: we're trying to use our company debit card, but it looks like that Box doesn't accept a debit card but only a a credit card (that we do not have assigned to the company), no Paypal is accepted either, nor the bank direct debit. So we're now trying to figure if we can pay via wire transfer (however doing manual payments each moth seems to be not the most simplest form of payment).

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