Business Services Response Times. If Customer has purchased Business Services, Box will respond in accordance with the Response Times below. If Box fails to meet the response times, Customer may be entitled to a response time credit as outlined below (“Business Response Time Credit”): Support Response Hours: 24 hours/day, 365 days/year Support Language: English Support Access Method: Web/Phone/Email Support Response Method: Web/Phone/Email Number of Support Requests: Unlimited Response Times: Level 1 – Urgent: Within 2 hours Level 2 – High: Within 4 hours Level 3 – Normal: Within 4 hours Level 4 – Low: Greater than 4 hours Section 6. Enhanced Support Services Response Times. If Customer has purchased one of the Enhanced Support Services, Box will respond in accordance with the Response Times below (for cases submitted in English). If Box fails to meet the response times, Customer may be entitled to a response time credit as outlined below (“Enhanced Response Time Credit”). The below response times apply to cases submitted in English. Support Response Hours: 24 hours/day, 365 days/year Support Language: English or local language (based on availability) Support Access Method: Web/Phone/Email Support Response Method: Web/Phone/Email Number of Support Requests: Unlimited Response Times: Level 1 – Urgent: Within 1 hour Level 2 – High: Within 2 hours Level 3 – Normal: Within 2 hours Level 4 – Low: Greater than 2 hours Section 7. Business Services and Enhanced Support Services Response Time Credits. If Customer has purchased Business Services or one of the Enhanced Support Services and Box fails to meet the applicable Response Times associated with Business Services or Enhanced Support Services, Customer may be entitled to a response time credit as outlined below (“Response Time Credit”). Response Time Credits: Customer will be eligible to receive a Response Time Credit, provided that:
