Getting Started Guide: Premium Support

Thank you for choosing Infomaniak for hosting your IT solutions and congratulations on optimizing your customer experience. You are taking it to the next level with the Support Premium 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 as quickly as possible, namely 5/7 from 6 am to 7 pm by phone and 7/7 by email from 6 am to 11 pm.
Infomaniak does not directly intervene 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 a minimum of 6 months, with no possibility of canceling before the end of the term.

The 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 (opening hours above).

Support Pro

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

Enterprise Support

A response is guaranteed within 1 hour (opening hours above).
Emergency calls can be made 24/7.
Custom advice is provided 5 days a week from 9 am to 6 pm.
You benefit from two designated account managers(including one technical).

Frequently Asked Questions

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

Link to this FAQ:

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