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

Preamble

• Since the beginning of Infomaniak, the Support department has been working to resolve customer issues effectively.
• Free and unlimited, it responds to all your requests in the best possible time, this 5/7 from 6 AM to 7 PM by phone and 7/7 by email from 6 AM to 11 PM.
• Infomaniak does not intervene directly on your machines or networks but may request access to Mail or kDrive on a case-by-case basis.
• Many technical guides answer common questions, and specialized partners offer personalized support beyond the role of the host.
• The commitment to Premium Support is for a minimum of 6 months, with no possibility of cancellation 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 within extended hours compared to standard support. Here are the details of these 3 versions:

Plus Support

• The partners can benefit from this support.
• A first response is guaranteed within 4 hours (opening hours above).

Pro Support

• A response is guaranteed within 2 hours (opening hours above).
• Emergency calls can be made 24/7.
• You have a designated account manager, 5/7 from 9 AM to 6 PM.

Business Support

• A response is guaranteed within 1 hour (opening hours above).
• Emergency calls can be made 24/7.
• Custom advice is provided 5/7 from 9 AM to 6 PM.
• You have twodesignated account managers(including one technical).

Frequently Asked Questions

• What is the VIP code and where can I get it?
• What is the technical PDF document?
• Commitment period
• Premium Support limits
• Is it advantageous to pay annually?
• What does guaranteed response time mean?

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