Knowledge base

Infomaniak Network SA is a neutral, independent company, and we fully control the design and management of our datacenters.

Swiss law regarding data protection ensures total confidentiality for individuals, and no government can have access to personal information without the approval of a judge.

Infomaniak employees are subject to professional secrecy and maintain the strictest confidentiality over the information communicated (see also Article 7 of our General Terms of Service).

The Web hosting Leader in Switzerland, Infomaniak is a high-end Swiss host that is active throughout Europe. The company has two datacenters in Switzerland and is notable for its privacy policy and its actions to protect the environment.

This guide will help you familiarize yourself with the main products we offer.

Domain name

Infomaniak offers the lowest rates for .ch, .fr, .be, and .swiss domain names.  

• Register a domain name (with 1 free email address, 1 Web page and 100 credits to send newsletters)
• Domain Privacy: the solution to protect the Whois data of your domains
• Renewal Warranty: the guarantee you will never lose your domains

Web and Email Service

Infomaniak has been ranked as the French-speaking web host that offers the best performance. Find out more

Web + Email Service (popular)

• to create your sites with your email addresses
• 100 GB of space (expandable)
• 5 email addresses (expandable)
• optimized for WordPress and over 100 CMS
• 80 Elegant Themes plugins and themes included
• enables you to manage multiple websites (20 sites included)

Email Service

• to create your professional email addresses
• 5 email addresses (expandable)
• unlimited attachment size
• spam and virus protection
• webmail with synching of contacts and calendars

Managed Cloud server

• to freely manage your server with Windows or Linux (Debian, Ubuntu, openSUSE, etc.)
• dedicated resources not shared with other clients
• customizable and scalable configuration

Jelastic Cloud (an easy alternative to AWS and Google Cloud Platform)

• enables you to create made-to-measure environments (PHP, Node.js, Java, Docker, Kubernetes, Ruby, etc.)
• horizontal and vertical resource resizing on the fly
• ideal to deploy site and app clusters (WordPress, Magento, etc.)
• payment according to consumption

• flexible storage space (from 4 to over 40 TB)
• Internet connection faster than 60 Gbps
• unlimited traffic

• for organizations that must guarantee the availability of their sites/applications
• uptime guaranteed up to 100% by SLA
• load balancing with clusters of Web servers and databases
• based on a minimum of 5 servers distributed in several Infomaniak datacenters

SSL Certificates

• to encrypt the traffic on your sites and protect your visitors
• free Let's Encrypt SSL certificates with automatic renewal
• Sectigo professional EV and DV certificates
• very reasonable rates
• activation in just 1 click

Video and audio hosting

Over 1000 Swiss and European radio and television stations already use our services.

• Video and audio on demand (VOD/AOD)
• Video streaming
• Audio streaming

Professional tools

kDrive (alternative to Dropbox)

• to sync your data and collaborate via all your devices
• data replication in three different physical locations
• online office suite compatible with Word, Excel and PowerPoint files
• migration in 1 click from Dropbox, Google Drive and One Drive

Newsletter tool

• to send newsletters to an unlimited number of contacts
• no subscription and no commitment
• very competitive, sliding rates
• advanced statistics

WorkSpace

• to manage your email, contacts and addresses on line
• collaborative Swiss webmail
• contact and calendar synching
• included free of charge with all email addresses managed by Infomaniak

Housing / Colocation

• to install your servers, NAS, etc. in our Tier 3+ datacenters
• located in Geneva, Switzerland
• certified renewable energy
• flexible and transparent
• ISO 14001, ISO 50001, ISO 27001

Swiss Backup

• enables you to back up your workstations (Windows, macOS), servers (Linux, Synology NAS) and mobile devices (iOS, Android)
• replication of backups in three different physical locations
• automatic data encryption for greater security

Guest management

• enables you to create and manage invitations to professional events (company outings, inaugurations, previews, meals, etc.)
• management of groups of guests
• relance automatique des invités
• mobile application to check guests

We are dedicated to continuously improving our products and customer service. We take every suggestion that you share with us via our support team, on social media or on the web for improving one of our services to the department concerned, where it is discussed during their next meeting. Your needs shape our priorities and allow us to continue to improve the services that we offer you.

What product does your suggestion concern?

• Domains: French / English / German / Italian / Spanish
• Web hosting: French / English / German / Italian / Spanish
• Email Service and Infomaniak Mail: French/ English / German / Italian / Spanish
• kDrive: French / English / German / Italian / Spanish
• Cloud servers: French / English / German / Italian / Spanish
• Jelastic Cloud: French / English / German / Italian / Spanish
• Newsletter tool: French / English / German / Italian / Spanish
• SSL certificates: French / English / German / Italian / Spanish
• Housing and data center: French / English / Germany / Italian / Spanish
• Audio streaming: French / English / German / Italian / Spanish
• Video streaming: French / English / German / Italian / Spanish
• VOD / AOD: French / English / German / Italian / Spanish
• Synology NAS: French / English / German / Italian / Spanish
• Swiss Backup: French / English / German / Italian / Spanish
• Guest Manager: French / English / German / Italian / Spanish
• Swiss Transfer: French / English / German / Italian / Spanish
• Public Cloud: French / English / German / Italian / Spanish

Our support team is also happy to help, and can be contacted by email, chat or phone if needed.

This guide explains how to provide useful details when you request help from Infomaniak support.

Authorise the support team to access your content

You can grant the Infomaniak support team access to certain products of your kSuite for a period of maximum 7 days. Only the Infomaniak staff handling your request for support will have access and you can revoke this access at any time.

1. Log in to your Infomaniak space (manager.infomaniak.com) or via Infomaniak Mail (mail.infomaniak.com)
2. At the top right, click on the tab with your initials then select Manage my profile
   
   


3. In the Access to support box, click on Manage
   
   


4. Grant access to the products of the kSuite or kDrive by clicking on the button (authorising one does not authorise the other – these are specific authorisations)
   
   

Take a screen shot

Windows

Microsoft offers preinstalled software dedicated to screen grabs. But to do them manually:

1. Display what you want/need to send on the screen
2. Press PRINTSCREEN on your keyboard (or PRTSCR, etc.) once
3. In Microsoft Word (or similar), go to "Edit" -> "Paste" to put your image on the page
4. "Save" your file
5. Repeat the operation from point 1 to point 5 as many times as the number of screen grabs you need

Mac OS X

1. Simultaneously press "cmd" + "caps/shift" (the empty arrow pointing upwards) +"3"
2. Each time you press these keys, an image file is created on your computer's desktop

Apple iOS (iPhone, iPad...)

1. Press the "Power" + "Home" buttons at the same time (the only two physical buttons)
2. You will then find the screengrabs in your device's "Photos" app

Google Android (e.g. Samsung, LG or Sony)

1. Simultaneously press the volume down (on the side) and the locking button
2. The image captured is then automatically saved in a Screenshots folder in the gallery

Popup Windows

To copy-paste an error message present in a Windows popup in text form, simply hit "CTRL" + "C" on your keyboard to copy the message onto the clipboard... You can then paste it ("CTRL" + "V") in the body of the email you send to us.

Javascript Console in the browser

Windows

Chrome, Firefox and Safari: enter the combination ctrl + caps + i
Internet Explorer and Edge: hit F12

Mac OS X

Chrome: enter the combination ⌘ + ⌥ + J
Safari: enter ⌘ + ⌥ + C

Then click on the round struck-through icon to set the log back to zero.

Display the page on your website which is relevant to your enquiry, the console tab shows the JavaScript errors and the unfound online resources. 

In some circumstances and for security reasons, an ID verification procedure is required to confirm the identity of the person making a specific request.

This check may be carried out in the following situations (list is not exhaustive):

• Forgotten user password
• Forgotten login email address
• Disabling double authentication (two-factor identification)
• Unblocking an Infomaniak account
• When Ticketing revenue is paid for the first time
• When a product is ordered (suspicion of spam or phishing, brand name etc.)

How the ID verification procedure works

This process requires:

• A QR code or a link provided by Infomaniak
• The Infomaniak Check (kCheck) app installed on your iPhone or Android phone
• An Internet connection on your phone

You can then verify your identity with kCheck:

1. Launch the kCheck app on your phone
2. Click Start
3. Click Scan a QR code
4. Use the camera to hover over the QR code provided
5. Enter your mobile phone number
6. Enter the confirmation code received
7. Enable geolocation (necessary in order to continue the process)
8. Select the type of ID you have (ID card or passport)
9. Follow the steps to take a photo of your ID
10. Then take a selfie holding your ID in your hand in front of you

Your documents will then be sent securely to our support. These requests are given top priority with an average turnaround time of 2 hours during our support business hours.