What are SLA's with Box when you open up a ticket with them

Hi Neil, 

Welcome to Box community!

Here are the Product Support Priority Definitions.

When contacting Box Product Support, customers have the ability to assign a priority to their issue:

Urgent
An issue that renders any Box application or software completely inoperative for all users and no reasonable workaround is available.

For urgent priority issues, customers should dedicate resources to work with Box Product Support on an ongoing basis. Without an available customer contact, or if support is able to provide a temporary solution, the priority of the case will be re-evaluated.

High
An issue that materially impairs substantial features of any Box application or software for a high number of users and no reasonable workaround is available.

For high priority issues, customers may need to dedicate resources to work with Box Product Support on an ongoing basis. If Customer's resources are unavailable for any reason, or if support is able to provide a temporary solution, the priority of the case will be re-evaluated.

Normal
An issue that impairs a feature of any Box application or software for a single or few users and a reasonable workaround is available, but is not scalable.

Normal priority issues require moderate support effort from Box and the customer until a fix is developed or workaround is available and does not require around-the-clock effort. If the issue escalates to more users, the priority level will be re-evaluated.

Low
An issue that involves an inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; or a bug affecting a small number of users.

Low priority issues require minimal support effort and do not require around-the-clock effort.

I hope this answers your question. Thank you for posting!