This guide details the high priority that Infomaniak gives to handling Premium Support requests from its customers, in order to offer them 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 customers 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 of…

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

This means that…

• … the support team commits to handling the request and starting to work on resolving the issue within this maximum time.
• … you will be informed of the handling of your request within this time frame, and Infomaniak's 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.