This guide concerns the limits of the assistance provided with the Support Premium Infomaniak.

Preamble

• This type of Infomaniak support is offered at an additional cost, which may vary depending on the level of service and the duration of the commitment, but it is above all a valuable investment for companies that need critical and rapid technical assistance to reduce downtime and improve their productivity.
• Familiarize yourself with the General Terms of Use for Support Premium.

Scope of action

• Regardless of the offer you subscribe to (Support Plus/Pro/Enterprise), Infomaniak assistance will mobilize specific tools and procedures to resolve your issue and/or an incident only related to the Services offered by Infomaniak.
• The actions must necessarily fall within the scope of intervention, generally a diagnosis related to the issue encountered.
• Modifying third-party applications, web development (webmastering), all of this falls outside the scope of support that can be provided by Infomaniak.
• Infomaniak provides advice and support from one of its experts regarding a specific situation or issue: a production launch, a launch follow-up or a technical implementation that involves subscribed Services.
• Emergency calls 24/7 are to be used only in case of infrastructure-related problems requiring Infomaniak intervention; they are available in French and English only.