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

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 Premium Support General Terms of Use.

Scope of action

• Regardless of the offer you subscribe to (Support Plus/Pro/Enterprise), Infomaniak support will use specific tools and procedures to resolve your problem and/or an incident only related to the Services offered by Infomaniak.
• Actions must necessarily fall within the scope of intervention, generally a diagnosis related to the problem encountered.
• Modification of third-party applications, website 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 Infomaniak's experts regarding a specific situation or problem: a production launch, a launch follow-up, or a technical implementation that involves subscribed Services.
• 24/7 emergency calls are to be used only in case of problems related to the infrastructure and requiring Infomaniak's intervention; they are possible in French and English only.