This guide outlines the limitations of the support provided with Infomaniak's Premium Support.

Introduction

• This type of Infomaniak support is offered for an additional fee, which may vary depending on the level of service and the length of the commitment, but it is primarily a valuable investment for companies that need critical and rapid technical assistance to reduce downtime and improve their productivity.
• Learn more about Conditions Générales d'Utilisation Support Premium.

Scope of technical support

Infomaniak provides advice and support from one of its experts regarding a specific situation or issue: a production deployment, a launch follow-up, or a technical implementation, all of which involve subscribed Services.

Regardless of the plan you subscribe to (Support Plus/Pro/Enterprise), Infomaniak support will use specific tools and procedures to resolve your problem and/or an incident related solely to the Services offered by Infomaniak.

The actions taken must necessarily fall within the scope of intervention, generally involving diagnostics related to the issue encountered.Modifying third-party applications, developing websites (webmastering), all of thisfalls outside the scope of support that Infomaniak can provide.