At BOX12, we’re committed to ensuring your BOX12 experience runs smoothly. If you encounter any issues, rest assured that we’re here to help and resolve them as quickly as possible.
All service issues must be reported to: support@box12fitness.com
Our Resolution Times
Service issues
All service issues will be acknowledged and actioned as follows:
Within 24 hours when reported during office hours: Monday to Friday, 8:00am – 6:00pm. Incidents reported outside of office hours will be resolved within 24 hours from 8am on the first working day.
Software support (remote access)
All software issues will be acknowledged and actioned as follows:
Within 48 hours when reported during office hours: Monday to Friday, 8:00am – 6:00pm. Incidents reported outside of office hours will be resolved within 48 hours from 8am on the first working day.
Note: A stable internet connection to the device is required for remote support.
Hardware and equipment
If a physical engineer is required onsite, we aim to resolve hardware or equipment issues within 3–5 working days from the time the issue is acknowledged.
Our commitment
While these are our standard response times, please know that wherever possible, we’ll always strive to resolve any service issue as quickly as we can.