This guide details the high priority that Infomaniak gives to handling customer support requests, in order to provide a fast and effective service in case of problems or incidents.

Maximum response time

When you subscribe to Premium Support, your assistance requests are handled within a guaranteed time frame. This level of support can be particularly important for clients whose online activity heavily depends on the availability and performance of their website, for example e-commerce businesses or high-traffic sites.

The support team commits to responding within a maximum time frame of…

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

This means that…

• … the support team commits to handling the request and starting to work on resolving the issue within this maximum time frame.
• … you will be notified that your request has been taken care of within this time frame and that Infomaniak teams 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.