© Box, Inc. – 4440 El Camino Real, Los Altos, CA 94022 USA – www.box.com – [email protected] – 877-729-4269 Box Premier Support Box ® Premier Support: We’re Here For You The Box ® Customer Success team is proud to offer Premier Support – a level of support designed to help Enterprise deployments run their business-critical processes on Box. It’s Box’s most comprehensive service level offering and it guarantees a top-tier customer experience. Box Will Be There For You... Guaranteed Through Premier support, Box guarantees: • 99.9% Uptime SLA. Your content on Box will be accessible anytime, anywhere. • Enhanced Response Time SLA. We guarantee a one-hour-or-less response time for Urgent matters and two-hours-or less response time for High and Normal priority matters. • 24/7 Phone Support. Whether you call us at noon on Monday or at 3am on Saturday, we guarantee that you can reach us, or we’ll call you back within 30 minutes. • Quarterly Support Reporting. Every three months, we offer you a report summarizing how we did based on satisfaction ratings, response time and managing ticket volume. • Full Access to Customer Portal and Support Knowledgebase. Learn about our Customer Success methodologies and tap into our best practice materials. Standard Support Premier Support Initial Response • Urgent: 1 hour (target) • High: 4 hours (target) • Normal: 8 hours (target) • Urgent: 1 hour • High: 2 hours • Normal: 2 hours System Uptime • 99.9% target • Uptime Guarantee About Box Founded in 2005, Box provides a secure content sharing platform that both users and IT love and adopt. Content on Box can be shared internally and externally, accessed through iPad, iPhone, Android and PlayBook applications, and extended to partner applications such as Google Apps, NetSuite and Salesforce. Headquartered in Palo Alto, CA, Box is a privately held company and is backed by venture capital firms Andreessen Horowitz, Bessemer Venture Partners, Draper Fisher Jurvetson, Emergence Capital Partners, Meritech Capital Partners, NEA, Scale Venture Partners, and U.S. Venture Partners, and strategic investors salesforce.com and SAP.

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Box Premier Support

Box® Premier Support: We’re Here For You

The Box® Customer Success team is proud to offer Premier

Support – a level of support designed to help Enterprise deployments

run their business-critical processes on Box. It’s Box’s most

comprehensive service level offering and it guarantees a top-tier

customer experience.

Box Will Be There For You... Guaranteed

Through Premier support, Box guarantees:

• 99.9% Uptime SLA. Your content on Box will be accessible anytime, anywhere.

• Enhanced Response Time SLA. We guarantee a one-hour-or-less response time for Urgent matters and two-hours-or less response time for High and Normal priority matters.

• 24/7 Phone Support. Whether you call us at noon on Monday or at 3am on Saturday, we guarantee that you can reach us, or we’ll call you back within 30 minutes.

• Quarterly Support Reporting. Every three months, we offer you a report summarizing how we did based on satisfaction ratings, response time and managing ticket volume.

• Full Access to Customer Portal and Support Knowledgebase. Learn about our Customer Success methodologies and tap into our best practice materials.

Standard Support Premier SupportInitial Response • Urgent: 1 hour (target)

• High: 4 hours (target)

• Normal: 8 hours (target)

• Urgent: 1 hour

• High: 2 hours

• Normal: 2 hours

System Uptime • 99.9% target • Uptime Guarantee

About Box

Founded in 2005, Box provides a secure content sharing platform that both users and IT love and adopt. Content on Box can be shared internally and externally, accessed through iPad, iPhone, Android and PlayBook applications, and extended to partner applications such as Google Apps, NetSuite and Salesforce. Headquartered in Palo Alto, CA, Box is a privately held company and is backed by venture capital firms Andreessen Horowitz, Bessemer Venture Partners, Draper Fisher Jurvetson, Emergence Capital Partners, Meritech Capital Partners, NEA, Scale Venture Partners, and U.S. Venture Partners, and strategic investors salesforce.com and SAP.