This guide details the high priority that Infomaniak gives to processing Premium Support requests from its customers, in order to offer them a fast and efficient service in the event of problems or incidents.

Maximum response time

When you subscribe to Premium Support, your support requests are handled within a guaranteed timeframe. This level of support can be particularly important for customers whose online business heavily depends on the availability and performance of their website, such as e-commerce companies or high-traffic websites.

The support department is committed to responding within a maximum timeframe of…

• … four hours for Plus Support.
• … two hours for Pro Support.
• … one hour for Enterprise Support.

This means that…

• … the support department undertakes to handle the request and begin working on resolving the issue within this maximum timeframe.
• … you will be notified that your request has been handled within this timeframe; Infomaniak will begin actively working on resolving the issue or request as soon as possible.

The total resolution time will, of course, depend on the nature of the request and the complexity of the situation, and may vary depending on various factors.