This guide details the procedure to modify the WHOIS details of the domain name holder, which you can apply to an entire batch of domains in your Organization with Infomaniak.

Change details in bulk

To modify the WHOIS details of multiple domain names at once:

1. Click here to access the management of your domain on the Infomaniak Manager (need help?).
2. Select the domains whose owner needs to be modified using the checkboxes.
3. Click on Change owner at the bottom of the table:
4. Choose an existing contact card…
5. … or click on the Add button to create an entirely new contact card.
6. Check your selection as well as any potential modification fees in the box:
   
7. Click on Confirm.

If the order of an Infomaniak service is interrupted and cancelled before its end, while a bank transfer is in progress, the money will be deposited into your prepaid account.

Infomaniak kAuth is a free mobile application that enhances and simplifies the security of Infomaniak accounts protected by two-factor authentication (or two-step verification / 2FA). It is one of the methods that allows you to secure access to your Infomaniak user account.

Preamble

• Two-step verification protects your account and personal data when logging in to Infomaniak tools (manager.infomaniak.com and ksuite.infomaniak.com) by requesting:
  • your password…
  • then a second security method:
    
  • The mobile app kAuth is one of these methods (learn more about 2FA):
    

Install the kAuth app

Prerequisites

• Have an Infomaniak account (know your username and password).
• Have an iOS or Android mobile device.
• From your iOS or Android mobile device, download the Infomaniak kAuth app here:
  
  
   
• Install and open the application.

Then, you have two options to link your Infomaniak accounts to kAuth:

1. Log in from this mobile (recommended):
   1. Open the kAuth app from your mobile device.
   2. Click on Log in from this mobile.
   3. Enter the credentials of the Infomaniak account to be linked and authenticate your connection if necessary (need help?).
   4. Click the Authorize button.
2. Log in from a computer (if you choose this method, you will need a computer connected to the Internet):
   1. Open the kAuth app from a mobile device.
   2. Click on Log in from a computer.
   3. On your computer, open the page manager.infomaniak.com/2fa
      1. if two-factor authentication is not yet activated: click on Activate and choose kAuth Application.
      2. if two-factor authentication is already activated: click on Add an option then choose kAuth Application.
   4. On your mobile, click on Continue.
   5. If necessary, authorize kAuth to access your camera (only required to scan the identification QR code).
   6. On your computer, click Next to display the QR code to be scanned.
   7. Scan the QR code displayed on the computer.

Save backup codes

If you have just activated two-factor authentication, the application will automatically display your 10 personal backup codes.

How the mobile app works

When you attempt to log in to your account and after successfully entering your usual password, you receive a push notification on your mobile device asking you to authorize the connection ("YES / NO"), via a notification from the kAuth app:

or directly in the kAuth app:

If the connection is authorized, the initial page is automatically redirected to the Infomaniak account. You do not need to manually enter a one-time code as with an OTP app traditional or a code sent by SMS.

And without an Internet connection?

Push notifications do not work without an Internet connection, but kAuth also works without an Internet connection and always allows you to display a one-time code in the same way as a traditional application: Push notifications OTP app do not work without an Internet connection, but kAuth also works without an Internet connection and always allows you to display a one-time code in the same way as a traditional application:

1. Open kAuth from your mobile device.
2. Click on the relevant Infomaniak account.
3. Copy the one-time code (each code is valid for 30 seconds) on the login page:
   

You can thus always access your account while traveling or on vacation.

Add additional accounts

kAuth allows you to manage multiple Infomaniak accounts:

1. Open kAuth from your mobile device.
2. Click on the blue button 
   
3. Repeat the steps described above to link the account.

Delete a kAuth account

To delete your Infomaniak identity from the kAuth app, you must deactivate the kAuth security method from the 2FA section of the Manager of the relevant Infomaniak account.

This guide explains how to change the password of your Infomaniak account (= user account) on the Manager, the administration interface of your Infomaniak products.

Preamble

• This password also allows you to log in to my kSuite and the various iOS / Android applications such as kDrive, Infomaniak Mail, etc. (learn more) but it is not your email address password!
• If you cannot log in, you will not be able to change the password; refer to this other guide in this case.

Change the Infomaniak account password

To change the password of your Infomaniak account:

1. Click here to access the management of your settings (Infomaniak Manager).
2. Click on Modify from the Login Settings box under login password:
   
3. Click on Modify:
   
4. Enter the current login password and the new desired password.
5. Click on Save.

This guide explains how to remove an Infomaniak account configured in the Infomaniak mobile app kAuth (app for iOS / Android smartphone or tablet).

Remove an account from the kAuth mobile app

To delete one of the accounts, you must use a web browser, preferably on a computer:

1. Click here to access the management of double authentication on the Infomaniak Manager.
2. Click on the trash can of the box corresponding to the Infomaniak kAuth application:
   
3. Enter the password to log in to the Infomaniak account.
4. A kAuth notification is sent to the mobile device on which the app is installed:
   
5. The message is also displayed to the user within the kAuth app directly:
   

This guide explains how to regain access to Infomaniak tools (manager.infomaniak.com and Mail / ksuite.infomaniak.com) in case of forgetting your password or Infomaniak account login ID.

Preamble

• To log in within an Organization that manages one or more Infomaniak products, go to manager.infomaniak.com and enter the following information:
  1. A login email address (ID for the Infomaniak account).
  2. The password chosen during your registration.
  3. A additional code if 2FA (two-factor authentication) is enabled.
• If the platform login works and you are missing a password for one of your email addresses, refer to this other guide.
• If there is an issue displaying the login form, especially on a mobile device, refer to this other guide on the subject.

You have forgotten...

... the password for the Infomaniak account

If you have forgotten this password, follow the reset procedure:

1. Click here to reset your password.
2. Enter the login email address for your Infomaniak account
3. Choose the desired recovery option or follow the identity verification procedure by clicking on “You do not have access to any option”.

... the login email address for the Infomaniak account

During your registration, you provided a phone number; it is possible to retrieve the login email address for the Infomaniak account using your phone number:

1. Click here to retrieve your login email address for the Infomaniak account.
2. Enter your mobile number.
3. Enter (if necessary) your recovery email address.

Two scenarios are then possible:

1. The system can identify your account: choose how to receive your Infomaniak account login ID.
2. In the opposite case: follow the on-screen assistant to manually verify your identity or via kCheck:
   

And if the email address no longer exists…

If you have an Infomaniak account for which the login ID is of the form toto123@yahoo.com, there is no problem if the email address toto123@yahoo.com is deleted or is no longer valid. You just need to log in one last time to the Infomaniak Manager with this ID toto123@yahoo.com and refer to this other guide to modify your Infomaniak account login email address.

However, if the email address used as an ID is hosted by Infomaniak (for example anna789@assoziation.ch) and an administrator deletes the email address in question or cancels the “assoziation.ch” Mail Service, the situation is different: you automatically receive an email on the secondary address and an SMS on the mobile phone number specified in your Infomaniak account:

The situation can also occur in a specific case of mail service management.

To be able to access your Infomaniak account again now that access is no longer possible with the old email address, the Infomaniak account user must go to the address mentioned in the SMS:

1. Click here to access the login page.
2. Enter the username specified in the SMS (usually the initials of your account and a sequence of numbers).
3. Enter the usual password (it has not changed):
   
4. Enter the new requested information:
   
5. You will be logged in to your account again:
   

This guide concerns the mobile app kCheck (application for iOS / Android smartphone or tablet), created to simplify identity verification procedures and enhance the security of your Infomaniak account.

Preamble

• For security reasons, to ensure the identity of the person making a specific request to Infomaniak, an identity verification procedure may be triggered in the following cases (non-exhaustive list):
  • forgetting an Infomaniak account password (user account)
  • forgetting a login email address
  • deactivating two-factor authentication (2FA)
  • unlocking an Infomaniak account
  • when the first revenue reversal for the product Ticketing
  • when ordering a product (suspicion of spam or fraud, brand name, etc.)
• This application allows you to securely transfer the requested items.
• Infomaniak respects your privacy: the information transmitted via the kCheck application will be kept until your file is fully processed; it will in all cases be automatically deleted after 72 hours if this request is not processed.

Start identity verification

Prerequisites

• A QR code or a link provided by Infomaniak.
• The mobile app kCheck installed on your device iOS (iPhone, etc.) or Android.
• An Internet connection on the mobile device.

You can then have your identity verified with kCheck:

1. Launch the kCheck app on your mobile.
2. Tap Start.
3. Tap Scan a QR code.
4. Point the QR code provided with the camera.
5. Enter your mobile phone number.
6. Enter the confirmation code received.
7. Allow geolocation (mandatory to continue the procedure).
8. Select the type of ID you have (ID card or passport).
9. Follow the steps to photograph your ID.
10. Take a selfie (of yourself) with your ID in your hand in front of you.

Your documents will then be securely transmitted to Infomaniak support. These requests are prioritized with an average response time of 2 hours during business hours.

If your order is blocked...

For security reasons, some orders may be automatically blocked.

When you place your order, an e-mail is sent to the e-mail address associated with your Infomaniak Manager account. This e-mail contains the procedure to unblock your order. If you do not find it, you can resend it from your Manager by clicking on Resend the procedure from the red banner informing you of the blockage.

Prerequisites

• Open the e-mail containing the unblocking procedure.
• The mobile app kCheck installed on your device iOS (iPhone, etc.) or Android.
• An Internet connection on the mobile device.

You can then start the unblocking procedure with kCheck:

1. Launch the kCheck app on your mobile.
2. Tap Start.
3. Tap Scan a QR code.
4. Scan the QR code present in the e-mail.
5. Follow the unblocking procedure to the end.

Special cases

• If there is no response from you within 10 days, the order is automatically canceled and the payment is fully refunded to the payment method used.
• If you do not have a mobile device to follow this procedure, contact Infomaniak support.

This guide covers the activation of cookies and JavaScript on the main web browsers.

Preamble

• Activating cookies allows websites to identify you and remember your preferences, such as your preferred language or the items you have added to your cart.
• Activating JavaScript allows websites to be more interactive and dynamic, and offers features such as video playback or game creation.
• Some websites (including mobile applications) may not work correctly if the cookies or JavaScript of the device's native browser are disabled.
• You can also choose to activate cookies and/or JavaScript only for certain websites.

Manage cookies and JavaScript

The exact location of the options to activate cookies and JavaScript may vary slightly from one browser version to another.

Click to see the corresponding guides:

Browser	Enable or disable cookies	Enable or disable JavaScript
Chrome
Firefox
Edge
Safari

Troubleshoot a connection issue with an Infomaniak app

If you encounter a login window like the one below, for example with the mobile app Infomaniak Mail (application for iOS smartphone or tablet) on iPhone:

1. Open the advanced settings of Safari on your mobile device.
2. Temporarily disable the toggle switch that blocks all cookies:
   
3. It will then be possible to display the login window in full and log in; you can always re-block cookies after logging in if you wish.

Thank you for choosing Infomaniak to host your IT solutions and congratulations on optimizing your customer experience. You are taking it to the next level with the Premium Support offer.

Preamble

• Since the beginning of Infomaniak, the Support department has been working to resolve customer issues effectively.
• It is free and unlimited, responding to all your requests promptly, this 5/7 from 9 am to 6 pm by phone and 7/7 by email from 6 am to 11 pm.
• Infomaniak does not intervene directly on your machines or networks but may request access to Mail or kDrive on a case-by-case basis.
• Many technical guides answer common questions, and specialized partners offer personalized support beyond the role of the host.
• The commitment to Premium Support is for a minimum of 6 months, with no possibility of cancellation before the end of the term.

Infomaniak Premium Support

By choosing one of the 3 support options, you benefit from personalized advice, product optimization, and faster response times within extended hours compared to standard support. Here are the details of these 3 versions:

Plus Support

• Partners can benefit from this support.
• A first response is guaranteed within 4 hours (opening hours above).

Pro Support

• A response is guaranteed within 2 hours (opening hours above).
• Emergency calls can be made 24/7.
• You have a designated account manager, 5/7 from 9 am to 6 pm.

Enterprise Support

• A response is guaranteed within 1 hour (opening hours above).
• Emergency calls can be made 24/7.
• Custom advice is provided 5/7 from 9 am to 6 pm.
• You have twodesignated account managers(including one technical).

Frequently Asked Questions

• What is the VIP code and where to get it?
• What is the technical PDF document?
• Commitment period
• Premium Support limits
• Is it advantageous to pay annually?
• What does the guaranteed response time mean?

The entire Infomaniak team is eager to provide you with superior service and help you get the most out of its offers.

This guide concerns the WordPress module "Infomaniak Connect for OpenID" which allows users to log in to your WordPress site (whether it is hosted by Infomaniak or not) using their Infomaniak credentials.

Preamble

• Allowing login via an Infomaniak account on your WordPress site allows your visitors to comment, register for courses, or access any member-only content with a single click, without having to create a new account.
• It saves them time and is a safer method for you, as you do not have to manage additional passwords.
• The operation of this external module is identical to the optionsLog in with Google", "Log in with Facebook" or "Log in with Apple"; it uses the standard protocols OAuth2 and OpenID Connect to enable single sign-on (SSO).

A. Create an application with Auth Infomaniak

To do this:

1. Click here to access the management of your product Auth on the Infomaniak Manager (need help?).
2. Click the button to Create a new application:
   
3. Choose the type "Web Front-End".
4. Give a name to your application.
5. In the URL field, specify the domain name corresponding to your WordPress site followed by /openid-connect-authorize (refer to the GitHub documentation if necessary).
6. Click the button to complete the app creation:
   
7. Carefully note the 2 pieces of information obtained upon completion of your OAuth2 application:
   

B. Configure the WordPress extension

To do this:

1. Search for the extension Infomaniak Connect for OpenID on the WordPress extensions platform from your site.
2. Install and activate the extension:
   
3. Configure the extension from the Settings menu:
   
4. The only fields to fill in are Client ID and Client Secret Key and come from the information obtained in point A above:
   
5. Do not forget to save the changes made to the extension settings.
6. An additional button for logging in with an Infomaniak identifier is now visible on your user login page /wp-admin (/wp-login.php):
   

This guide concerns the Typo3 module "t3ext-infomaniak-auth" which allows users to log in to your Typo3 site (whether it is hosted by Infomaniak or not) using their Infomaniak credentials.

Preamble

• Allowing login via an Infomaniak account on your Typo3 site enables your visitors to comment, register for courses, or access any member-exclusive content with a single click, without having to create a new account.
• This saves them time and is a safer method for you, as you do not have to manage additional passwords.
• The operation of this external module is identical to the options Sign in with Google", "Sign in with Facebook" or "Sign in with Apple"; it uses the standard protocols OAuth2 and OpenID Connect to enable single sign-on (SSO).

A. Create an application with Auth Infomaniak

To do this:

1. Click here to access the management of your product Auth on the Infomaniak Manager (need help?).
2. Click the button to Create a new application: 
   
3. Choose the type "Web Front-End".
4. Give a name to your application.
5. In the URL field, specify the domain name corresponding to your Typo3 site followed by /openid-connect-authorize (refer to the GitHub documentation if necessary).
6. Click the button to complete the app creation:
   
7. Carefully note the 2 pieces of information obtained when finalizing your OAuth2 application:
   

B. Configure the Typo3 extension

In SSH, deploy Composer if necessary to retrieve the t3ext-infomaniak-auth extensions. To do this:

• The SSH command for installing the extension is here:
  • https://packagist.org/packages/infomaniak/t3ext-infomaniak-auth

Next, in Typo3:

1. Log in to your Typo3 administration interface.
   • Check if necessary that the Infomaniak extension is activated:
     
2. Click on Settings in the left sidebar menu.
3. Click on Configure extensions:
   
4. Click on the chevron ‍ to the right of typo3-openid-main to expand the client tab.
5. The only fields to fill in are clientID and clientSecret and come from the information obtained in point A above.
6. Do not forget to save the changes made to the extension settings:
   
7. An additional button for logging in with an Infomaniak identifier is now visible on your user login page:
   

This guide concerns the Drupal module "Infomaniak_Connect" which allows users to log in to your Drupal site (whether hosted by Infomaniak or not) using their Infomaniak credentials.

Preamble

• Allowing login via an Infomaniak account on your Drupal site enables your visitors to comment, register for courses, or access any member-exclusive content with a single click, without needing to create a new account.
• This saves them time and is a safer method for you, as you don't have to manage additional passwords.
• The operation of this external module is identical to the options "Log in with Google", "Log in with Facebook" or "Log in with Apple"; it uses the standard protocols OAuth2 and OpenID Connect to enable single sign-on (SSO).

A. Create an application with Auth Infomaniak

To do this:

1. Click here to access the management of your product Auth on the Infomaniak Manager (need help?).
2. Click the button to Create a new application: 
   
3. Choose the type "Web Front-End".
4. Give a name to your application.
5. In the URL field, specify the domain name corresponding to your Drupal site followed by /openid-connect-authorize (refer to the GitHub documentation if necessary).
6. Click the button to complete the app creation:
   
7. Carefully note the 2 pieces of information obtained when finalizing your OAuth2 application:
   

B. Configure the Drupal extension

In SSH, deploy Composer if necessary to retrieve the openid_connect and infomaniak_connect extensions. To do this:

• You may need to edit the composer.json file as the version of openid_connect is not yet considered stable. Add:

• "minimum-stability": "dev",
  "prefer-stable": true

• The SSH commands for installing the 2 extensions are here:
  • https://www.drupal.org/project/openid_connect
  • https://www.drupal.org/project/infomaniak_connect

Then, on Drupal:

1. Search for the Infomaniak module among your pre-installed modules.
2. Select it.
3. Click the Install button:
   
4. The installation of dependencies will proceed:
   
5. Under Configuration, click to set up the OpenID connection:
   
6. Click the edit button:
   
7. The only fields to fill in are Client ID and Client Secret and come from the information obtained in point A above:
    
8. Do not forget to save the changes made to the extension settings.
9. In the Settings tab, you can choose the display type for your login page; do not forget to save:
   
10. An additional button, for logging in with an Infomaniak identifier, is now visible on your login page intended for users:
     

This guide concerns OAuth2 applications to connect to your external services via your Infomaniak login ID.

Manage Infomaniak OAuth2 apps

To do this:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click the blue button Create a new application:
   
3. Choose the type suitable for your current need and project.
4. Give a name to the application.
5. Enter the URL of the application according to the technical information available to you.
6. Click on the button to create the application:
   
7. Copy the information (Client ID, Client secret) to a safe place - they will no longer be accessible after that:
   

This guide presents the possibilities offered by the Infomaniak API.

Preamble

• The Infomaniak API allows you to leverage the full potential of the Infomaniak ecosystem in your applications and using the language of your choice.
• The Infomaniak API is a REST API; the protocol used is HTTP, requests and responses are encoded in JSON format; authentication is performed via the OAuth 2 protocol.
• Access to and use of the Infomaniak API are completely free.

Infomaniak API Usage Protocol

Using the API, you will be able to automate a wide range of actions and tasks on Infomaniak products and services, without having to use the product interfaces. Some examples of use:

• Store data.
• Send direct mail campaigns.
• Broadcast video or radio streams.
• Order or manage products.
• ... and much more!

For example, for a Mail Service: managing mailboxes, managing aliases, managing automatic responses, managing folders, etc. For kChat, post a message on a channel...

Create your first requests with the Infomaniak API

Refer to the documentation in English only on the possibilities offered by the API.

Request Format

The Infomaniak API is a REST API. The protocol used is HTTP, requests and responses are encoded in JSON. Authentication is performed via the OAuth 2 protocol.

To initiate a request, you must use the following syntax: /{version}/{command_path}. It is possible not to specify the version, but in this case, the latest version will be applied. Refer to the full list of available requests with the Infomaniak API.

API Response Codes

When using the Infomaniak API, you may encounter various response codes. These codes precisely indicate the status of your request. Refer to the complete list.

Limits & Restrictions

There is a limit of 60 requests per minute with the Infomaniak API. This limit cannot be increased. The use of the API is restricted to the products listed in the official documentation. Regular additions of products and services are made to it. If the product or service you are interested in is in the documentation, you can use the following requests: GET; POST; PATCH; PUT; DELETE.

Learn more

• Generate and manage API tokens
• Infomaniak API: Documentation
• API Newsletter
• Make your first request using Curl
• Make your first request using PostMan

Complete list of tutorials

This guide explains how to create and manage your authentication tokens to interact securely with the Infomaniak API.

Preamble

• Token features:
  • Number: no limit on creation
  • Validity: unlimited by default (customizable upon creation)
  • Inactivity: a token is automatically deactivated if it is not used for one year
• Usage example:
  • Token for the Newsletter API

Manage API tokens

When creating, you must define the application and the access scope:

1. Access token management on the Manager (need help?).
2. Click on Create a token:
   
3. Select the product/application and the validity period:
   
4. Confirm the operation with your account password.
5. Important: copy the token and keep it in a safe place; it will no longer be displayed afterwards.

To delete, select them and click on the revocation button that appears:

This guide introduces Work Teams, the user management system for your Organization, available on the Infomaniak Manager.

Preamble

• To facilitate access and the addition of a collaborator within the Infomaniak ecosystem, the Work Teams feature allows you to create user groups and grant them access to the services they need with just a few clicks. Examples:
  • You are a web agency and you want to give your webmaster teams access to all of your web hostings: with the Work Teams feature, you just need to create a new group, choose all the hostings they will need to access, and invite them to the work team.
  • You own a kDrive: authorize access to a folder for a Work Team and adjust access based on users added to or removed from the team over time.
  • You use Streaming or Ticketing services and want to give your teams access: create a new team that will have access to these two products or two separate teams that will have access to the two products completely independently.
• It is entirely possible to:
  • add the same user to multiple work teams,
  • invite external users to your Organization to one of your work teams,
  • add one or more users to a work team at once,
  • designate a team leader to easily identify a project manager or the point of contact.

Manage your work teams

Learn about the guides on this topic:

• Create a work team
• Modify a work team
• Delete a work team

This guide is intended for Infomaniak customers with a business registered in a European Union (EU) country and details how to enter or modify your European VAT number to allow the application of the appropriate billing rules.

Preamble

• EU businesses can benefit from the VAT self-billing mechanism by providing a valid intra-community VAT number. In this case, Infomaniak does not collect the tax, and it is up to the business to declare and pay the VAT in its country of residence.
• For a Swiss company, this number is not applicable:
  • The Switzerland has its own tax system separate from that of the EU.
  • Swiss companies are subject to Swiss VAT and are not concerned by the self-billing mechanisms specific to intra-community transactions of the EU.

Add your VAT number

To add or modify the VAT number at any time:

1. Click here to access the management of your Organization's details on the Infomaniak Manager.
2. Fill in the VAT number field:
   
3. Read and check the general terms and conditions box, then click on Save.

If necessary, refer to this other guide regarding other modifiable parameters.

This guide explains how to enable or disable the Renewal Warranty option for Infomaniak products.

Preamble

• Renewal Warranty is an additional security measure to ensure the continuity of your products in case you were unable to renew the products on time or if an automatic renewal did not work; it allows you to avoid any service interruption.
• Infomaniak will renew the products for you and issue an invoice that you will find in your account.
• This option is available at the time of purchase (except for the NAS Synology product) or after purchase.

Enable the Renewal Warranty option

One product at a time

To enable Renewal Warranty on the product of your choice:

1. Click here to access the management of payments on the Infomaniak Manager (need help?).
2. Click on the action menu ⋮ located to the right of the item concerned.
3. Choose to enable the option:
   
4. Follow the instructions of the modal that has opened.

All products at once

To enable Renewal Warranty on several of your products:

1. Click here to access the management of renewals on the Infomaniak Manager (need help?).
2. Click on the checkbox at the top of the column to select all your products in 1 click.
3. Click on the Manage renewals button.
4. Choose to enable the option:
   
5. Follow the instructions of the modal that has opened.

Disable the Renewal Warranty option

One product at a time

To disable Renewal Warranty on the product of your choice:

1. Click here to access the management of payments on the Infomaniak Manager (need help?).
2. Click on the action menu ⋮ located to the right of the item concerned.
3. Choose to deactivate the option:
   
4. Follow the instructions of the modal that has opened.

All products at once

To deactivate Renewal Warranty on multiple of your products:

1. Click here to access the management of renewals on the Infomaniak Manager (need help?).
2. Click on the checkbox at the top of the column to select all your products in 1 click.
3. Click on the Manage renewals button.
4. Choose to deactivate the option:
   
5. Follow the instructions of the modal that has opened.

Infomaniak takes pride in securing data through an integral and diversified approach to security. For whistleblowers, the company has implemented an internal mechanism for reporting irregularities securely and anonymously, without fear of reprisals. This protection mechanism is known and accessible to all employees, thus reinforcing transparency and accountability within the organization.

Processing times

Infomaniak demonstrates its commitment with concrete and effective measures to protect those who report anomalies. The company commits to processing each report submitted through its abuse form within defined deadlines to ensure optimal responsiveness and maintain user trust.

To ensure effective and transparent processing, Infomaniak has established a structured process with precise deadlines:

1. It commits to acknowledging receipt of all reports within 24 hours of their submission, thus allowing reporters to confirm that their request has been taken into account by the competent technical teams.
2. In a second step, the company conducts a preliminary assessment within 5 business days to determine the admissibility of the report and identify the resources necessary for its processing. This phase allows for the classification of the priority level and the referral of the file to the appropriate specialized teams.
3. When an investigation is necessary, Infomaniak conducts an in-depth analysis within a maximum period of 30 business days, depending on the nature and complexity of the reported case. This period allows the security teams to carry out the required technical checks, collect the necessary evidence, and assess the potential impact of the reported situation.
4. Finally, the company commits to completing the analysis and implementing the appropriate corrective actions within a period of 60 business days when technically possible.

This final step includes the implementation of preventive measures, communication of the results to the parties concerned, and follow-up of the recommendations issued to prevent the recurrence of the identified problems.

Infomaniak also commits to keeping complainants informed of the follow-up given to a complaint, provided that the complainant has filled out the form indicating a contact email address.

This guide explains how to log out of an Infomaniak account (user account) from the Infomaniak Manager. Once logged out, it is easy to log back in to a different Infomaniak account, and thus access a different Organization or a user with a different role in the same Organization.

Log out and log back in with Infomaniak credentials

To log out of an Infomaniak account and log back in to another one:

1. Click on the badge with your initials / avatar at the top right of the Infomaniak Manager.
2. Click on Log out:
   
3. Click on Switch user:
   
4. Choose another pre-registered user…
5. … or click on the button to log in with new credentials…
6. … or, delete one of the already memorized users:
   
7. Enter the login information and click on the Log in button.

Once you have logged in with multiple different users from the same device, you will be able to find your different Infomaniak accounts and switch from one to the other:

1. Click on the badge with your initials / avatar at the top right of the Infomaniak Manager.
2. Click on the chevron My accounts to expand the memorized accounts.
3. Click on an inactive account to switch to it.
4. Click on the Manage accounts button to add or remove one of your accounts (read from point 4 of the chapter above):
   
    

If your user is linked to multiple Organizations, they can simply switch from one to the other without having to log out and log back in.