Thank you for choosing Infomaniak to host your IT solutions, and congratulations on optimizing your customer experience. You're taking it to the next level with the Premium Support offer.

Introduction

• Since its inception, Infomaniak's Support department has been dedicated to resolving customer issues effectively.
  • It provides free and unlimited support, responding to all your requests as quickly as possible, 5/7 days from 9 am to 6 pm by phone and 7/7 days by email from 6 am to 11 pm.
  • Infomaniak does not directly intervene on your machines or networks but may request, on a case-by-case basis, access to Mail or kDrive.
  • Numerous technical guides answer common questions, and specialized partners offer personalized support beyond the role of the hosting provider.
• The commitment to Premium Support is a minimum of 6 months, with no option to cancel before the end of the term.

Infomaniak Premium Support

By choosing one of the 3 support options, you benefit from personalized advice, product optimization, and faster response times with extended hours compared to standard support. Here are the details of these 3 versions:

Support Plus

• Partners can benefit from this support.
• A first response is guaranteed within 4 hours (during the opening hours mentioned above).

Pro Support

• A response is guaranteed within 2 hours (during the opening hours mentioned above).
• Emergency calls can be made 24/7.
• You benefit from a dedicated account manager, 5 days a week from 9 am to 6 pm.

Enterprise Support

• A response is guaranteed within 1 hour (during the opening hours mentioned above).
• Emergency calls can be made 24/7.
• Personalized support is provided 5 days a week, from 9 a.m. to 6 p.m.
• You will have two dedicated account managers (including one technical expert).

Frequently asked questions

• What is the VIP code and where can I find it?
• What is a PDF technical document?
• Contract duration
• Premium Support Limitations
• Is it beneficial to pay annually?
• What does the guaranteed response time mean?

The entire Infomaniak team is eager to provide you with superior service and help you get the most out of our offerings.