- Black Box Product Support
Our Center of Excellence is designed around keeping our customers’ systems optimized and ensuring maximum uptime for critical operations. We achieve those goals by offering various professional services and support agreements — all implemented by our solution experts who know the industry and understand customers’ needs.
Whether you’re a partner or an end user, we want to give you a quality experience every time. That’s why we offer around-the-clock, U.S.-based service from our customer and tech support teams, including 24/7 phone and chat support. All of our calls are answered within 60 seconds.
Service Level Agreements
Our customers get access to critical technical support through our Service Level Agreements (SLA), along with:
- Dedicated application engineers for a single point of contact
- Advance part replacement
- Software updates and upgrades
- Technical product training
- System monitoring
We can also customize your agreement to meet specific needs. Check out our SLA flyer to learn more.
Operator and Maintenance Training
We offer various on-demand webinars through Black Box Academy, as well as onsite training courses, to keep our customers updated on new solutions and trends.
Configuration and Programming
Prior to shipping, our team will configure your products based on your requirements and overall system design. We’ll also assist you with programming so that your system and/or controller will properly manage your new equipment.
Installation and Commissioning
Once you receive your purchase, we can install the product for you and test the final configuration to ensure top system performance.
Most of our products come with our Double Diamond Warranty. During the warranty period, we will repair or replace damaged equipment for any reason at no charge. You can also extend your warranty on most products, or protect a previously purchased Black Box brand item. Black Box brand copper cables, as well as most of our fiber cables, cabinets, racks and manual switches, are guaranteed for life.
At your request, our experts will visit your site to assess your needs and help you define the right solution for your specific system requirements.