This guide explains what a web hosting provider like Infomaniak is, and specifies its role, scope of action, and the limits of its technical support.

Infomaniak, a hosting provider since 1996

According to Wikipedia, a web hosting provider is a company that provides Internet hosting for computer systems to individuals or entities who do not wish to do so themselves.

Infomaniak also offers:

• … decades of experience in hosting and high-performance online solutions.
• … over a million users in Switzerland and Europe trusting us with the management of their critical data.
• … a company certified ISO 27001, 9001, 14001, 50001 and committed to sustainable digital practices (❓: find out more).
• … 100% Swiss-made technological expertise with data hosted in Switzerland in its own data centers.
• … a comprehensive knowledge base and customer support available to guide you (❓: help).

Responsibilities and scope of intervention

As a hosting provider, Infomaniak installs, secures, and keeps the server infrastructure up to dateis constantly improving its management interfaces (Manager) and helping its customers to make the most of the tools provided. Infomaniak strives to offer solutions that are accessible to everyone; however, human support for free products is inherently limited in order to guarantee the sustainability of these services.

Support is exclusively for Organization administrators. End customers or users who have a contract through a reseller partner must first contact their administrator or dedicated service provider. For security and confidentiality reasons,No assistance will be provided without formal identification of the contact..

Scope of technical support

Technical support does not provide assistance for:

• Development and programming: debugging websites, correcting source code, personal scripts (PHP, JS, etc.)
• API usage and integration.
• Application maintenance and webmastering: troubleshooting, updates, or content management for third-party applications (e.g., CMS such as WordPress, email clients such as Outlook, etc.).
• On-site and customized support: remote access, configuration of your own hardware, complex manual installations or migrations.

However, our support team will be happy to assist you with:

• Infrastructure and Manager: resolving incidents related to the network, hardware, or Infomaniak management interfaces.
• Using Infomaniak services: clarifying configuration processes and providing assistance with using our native features.
• Documentation: we will guide you to the relevant resources and technical guides to help you become self-sufficient.

Premium support (❓: help) and a migration service (❓: help) are available for more specific needs.

Find external help

For assistance with the content of your website, its programming, or the advanced organization of your email accounts, use Infomaniak's tender platform, which lists over 1000 verified professionals (❓: help), or consult their directory. (❓: help).