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

Preamble

• This type of Infomaniak support is offered for 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.
• Be aware of the General Terms of Use for Premium Support.

Scope of technical support

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 involving subscribed Services.

Regardless of the offer you subscribe to (Support Plus/Pro/Enterprise), Infomaniak assistance will mobilize the specific tools and procedures to resolve your problem and/or an incident related only 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, developing websites (webmastering), all of this falls outside the scope of support that can be provided by Infomaniak.