This guide explains what a support code and a VIP code are (not to be confused with the authorization code used for domain name transfers) at Infomaniak.

Support code and VIP code

The support code allows Infomaniak's Support department to identify you quickly and securely when you contact them and provide them with this sequence of numbers. It is displayed on your user profile page.

The VIP code is reserved for customers who have subscribed to Premium Support and allows for identification when you call the technical contact. It is displayed on the management page for this service.

On this management page, you will also find your various details for contacting Infomaniak as part of the subscribed Support plan.

The code is present on your technical document and is also displayed on the contact window that opens when you want to contact Infomaniak via the support button:

 

In the same place, you can grant temporary access to your services (for access only possible to Infomaniak Support staff).

This guide explains how to create a request for proposal as an Infomaniak Customer in need of support, how to delete the request if you have found a solution, and how an Infomaniak Partner can respond to this request.

Creating a Request for Proposal

Here is the process that takes place when you want to submit a request for proposal:

1. Click here to access the request for proposal submission page.
   • This is a free service that allows you to address your needs to all Infomaniak Partners who wish to receive this type of request.
2. Once your request for proposal is sent, each relevant Partner receives a message with an excerpt from the request.
3. They are then offered the opportunity to view your complete request for proposal on a dedicated interface within their Partner account on the Infomaniak Manager.
4. If the request is still valid (see below), the Partner will view your request and discover your contact details.
5. They can then make a proposal tailored to your needs, and you decide how to proceed:
   1. Collaborate with the Partner (e.g., become their Customer within Infomaniak), and in this case, you can delete the request for proposal (see below).
   2. Wait to receive other proposals over the next few days.

Deleting the Current Request for Proposal

When you submit a request for proposal, you will automatically receive an email at your contact address:

• This email contains a link to cancel your request for proposal.
• Please note that the effect is immediate.
• It will no longer be visible on the interface available to Infomaniak Partners.

This guide explains how the Infomaniak Partner Program works, its eligibility criteria, and its numerous exclusive benefits for IT professionals.

Preamble

• By becoming a Partner, you develop your activities with a provider recognized for its reliability, security (ISO certified) and exemplary ecological commitment.
• The program is open to any professional entity (Switzerland or Europe) that meets the following criteria:
  1. Be a company registered with the Trade Register (or SIRET/equivalent) with an active website.
  2. Manage a volume of products equal to or greater than CHF 2000 / € 1800 per year.
  3. Provide first-level technical support and billing for your own clients.
  4. Commit to using exclusively Infomaniak solutions for projects from the tender platform.
  5. Respect the specific conditions for Resellers.
• Become a Partner to immediately benefit from discounts, cashbacks and centralized management tools.
• If you are an individual, turn to the Affiliate Program (cannot be combined with Partner status).

Exclusive benefits for Partners

The Partner Program is designed to maximize your profitability while offering you a sovereign and high-performance infrastructure.

Priority supportSupport Plus included

• Free access to Support Plus: as a Partner, you benefit from privileged access to Infomaniak experts.
• Your requests are processed on a priority basis by technical teams based in Switzerland, guaranteeing maximum responsiveness for your clients.
• A direct line and a dedicated ticketing interface to quickly resolve your complex issues.

Profitability and Savings

• Discounts and Cashbacks: up to 35% discount on Infomaniak's flagship products and recurring cashbacks on managed services.
• Domain Prices: access to the best market prices for the most common extensions.
• Free Tools: free and unlimited access to all WordPress themes and plugins from Elegant Themes (Divi, etc.).

Visibility and Development

• Tenders: receive exclusively the needs submitted by Infomaniak clients via the tender platform.
• Partner Directory: improve your SEO and visibility by being listed for free on the official directory.

Simplified Management (Reseller Console)

• Centralized Interface: a single dashboard to manage all your client base and track your revenues.
• Access Delegation: manage your collaborators' access rights and define precise intervention perimeters on your clients' accounts.
• White Label and Billing: total freedom on the resale of your services and simplified management of financial flows.

Resources and Technical Guides

• What is a Partner?
• What is a Client (in the Partner sense)?
• Add a Client and Manage Their Products
• Authorize a Partner to Manage Your Products
• Manage Access Permissions Between Partner and Client
• Manage Infomaniak Billing Between Partner and Client
• Export Client Billing Data
• Terminate a Relationship Between Partner and Client

• Infomaniak, the Ethical Cloud
• Eco-friendly approach

This guide helps you understand what a Client is within the framework of the Infomaniak Partner Program.

Definition

A Client is an individual or legal entity that has chosen Infomaniak as their host to purchase and manage products. If you do not yet have any products with Infomaniak, during the ordering process, you will be invited to create an account.

The Client can add a Partner who is part of the Infomaniak Partner Program and grant them full or limited access rights to their account and products.

As a Partner Client, you only contact the Partner for any support requests.

This guide helps you understand what a Partner is within the framework of the Infomaniak Partner Program.

Definition

A partner is an individual or legal entity that has chosen Infomaniak as their host to manage a portfolio of clients for whom they will be responsible for support, technical aspects (and billing if desired).

This guide explains how to add a Client within the Infomaniak Partner Program.

Prerequisites

• Only the legal representatives of the Partner Organization are authorized to add Clients.

Add a "managed" Client

To add a Client as part of your Partner activity:

1. Click here to access your Managed Clients in the Infomaniak Manager Reseller Area (need help?).
2. Click on the blue “Add a client” button in the top right corner:
   
3. Follow the procedure to complete:
   
4. The pending request will be visible in your Manager:
   
   • The Client will receive an email with the request for the various access permissions and will have the option to grant different access rights than those requested by the Partner.
   • Once an invitation has been accepted by a Client, check the access rights granted as well as the payment methods used (if applicable) in your Client's profile.

Accessing the Client's account and products…

... as a legal representative or Partner administrator

1. Click here to access your Managed Clients in the Infomaniak Manager Reseller Area (need help?).
2. Click on the Verified Clients tab if necessary.
3. Click on the icon to the right of the relevant client in the table that appears to access their Manager.
4. Click on the action menu ⋮ to the right of the relevant client in the table to access more options (such as exporting data to a CSV file (format .csv) for example):
   

… as a collaborator of the Partner Organization

1. Click here to access the Infomaniak Manager.
2. Click on the chevron ‍ at the top left of your left-hand menu.
3. Click on the Clients tab.
4. Click on the relevant client in the menu that appears to access their Infomaniak Manager:
   

This guide explains how to grant a Partner (from the list of Partners recommended by Infomaniak) access to your Organization's products on the Infomaniak Manager, which is the administration interface for your products.

Introduction

• If the Partner was already linked to the Client's organization before the invitation, for example as an external user, their status will be updated once the partnership begins.
• The current invitation can be resent or deleted before it is accepted.clicking on Partner in the left-hand menu in the Customer Manager:
  
• At any time, a partnership can be terminated.

As a Customer, add a known Partner

Prerequisites

• You must be the legal representative of the Organization.

To allow a Partner to access some of your products:

1. Click here to access the Partner addition section in the Infomaniak Manager (need help?):
   
2. Enter the name or email address of the Partner to whom you will grant access.
3. Check the box to select the relevant Partner from the search results.
4. Click the blue button to Continue:
   
5. The next step presents you with an important choice regarding the permissions granted to the Partner; the two options are detailed below…

Grant the Partner access...

... with limited permissions

1. Click the button on the left to grant the Partner limited access:
   
2. Click the button to Continue.
3. Click on the relevant product category, then in the panel that opens, click on the relevant product; repeat for all the different products you want to grant access to:
   
4. Click on the blue button in the bottom right corner to Continue:
   
5. An email is automatically sent to the invited Partner, which includes a link allowing them to accept (or reject) the management proposal:
   
6. Once the proposal is accepted, the Partner dashboard provides access to the Client's Organization and the products for which access rights have been granted.

... complete

1. Click the right button to grant the Partner complete access.
2. Click the blue button in the bottom right corner to Continue:
   
3. The Customer must choose whether to also entrust their wallet to the Partner.
4. Click the blue button in the bottom right corner to Continue:
   
5. An email is automatically sent to the invited Partner, which includes a link allowing them to accept (or reject) the management proposal:
   
6. Once the proposal is accepted, the Partner dashboard provides access to the Client's entire organization.

This guide explains the differences between the two types of access authorization available to choose from when the Partner wants to start a partnership by selecting the Client they will manage.

Limited access

When making this choice:

• The Client
  • grants his Partner access specifically to certain products
  • can have several Partners with limited access on his Organization provided they manage different products
• The Partner
  • manages only the products for which the Client has assigned him management (Limited product management)
  • can manage the Client's users and Groups (User management)
  • cannot order and renew products for his Client (Orders and renewals)
  • receives revenue when the Client makes purchases or renews products for which the Partner has management (Revenue)

Full access

When making this choice:

• The Client
  • grants his Partner access to all his products (Full product management)
  • can only have one Partner with full access on his Organization
• The Partner
  • can manage the Client's users and Groups (User management)
  • can order and renew products for his Client (Orders and renewals)
  • receives revenue for any product order or renewal (Revenue)
  • benefits from reseller discounts when purchasing or renewing products for his Client, provided he uses his own payment methods (Discounts)
• The Client & the Partner can define which payment methods will be used for orders and renewals (Payment methods)

This guide explains how a Client can adjust the access rights granted to an Infomaniak Partner so that the latter can access the products more broadly, or no longer access them at all.

Prerequisites

• Have authorized a Partner to access your products (and thus become the Client of a Partner).
• Understand the differences between the 2 types of permissions that can be defined from the Manager.

Modify the Partner's access to your products

To grant new access to the Partner as a Client:

1. Click here to access the management of your partnerships on the Infomaniak Manager (need help?).
2. Click on the action menu ⋮ to the right of the Partner concerned in the table that appears.
3. Click on Modify access rights:
   
4. Click on the type of access rights you wish to grant (limited to a selection of products or full access):
   
5. Click on the blue Continue button and follow the assistant to the end.

Remove the Partner's access to your products

To cut access to a product to a Partner:

1. Click here to access the management of your partnerships on the Infomaniak Manager (need help?).
2. Click on the action menu ⋮ to the right of the Partner concerned in the table that appears.
3. Click on Modify access rights.
4. Switch if necessary to the limited management of your products:
   
5. Select or deselect the products concerned within the different product categories:
   
6. Continue to confirm the removal of access.

You can also completely stop the collaboration with an Infomaniak Partner.

This guide helps you understand the concepts of recurring commission and cashback within the Infomaniak Partner Program.

Prerequisites

• Understand the differences between the 2 types of permissions that link a Client to a Partner, which can be defined from the Manager.
• Understand the differences between the 2 types of payment methods that link a Client to a Partner, which can be defined from the Manager.

Cashback

This is the amount equal to the difference between the list price and the preferential price that the Partner benefits from as an Infomaniak reseller.

This amount is credited as cashback to the Partner's prepaid accountin the following cases:

Full access partnership (Client's payment methods)

• When the Customer places an order or renews a product.
• When the Partner places an order or renews a product on behalf of their customer, using the customer's payment methods.

Full Access Partnership (Partner payment methods)

• When the Customer places an order or renews a product.

Limited Access Partnership

• The Customer places an order or renews a product that the Partner manages.

Discount

As an Infomaniak reseller, a Partner benefits from discounts on orders and renewals. The discount applies in the following case:

Full Access Partnership (Partner's payment methods)

• When the Partner places an order or renews a product on behalf of their client using their payment methods.

Cumulative Discount

The discount is applied in addition to the tiered pricing for Web/Mail hosting.

With 35 web hosting plans, you only pay CHF 208.32 / month per hosting plan instead of CHF 347.20, which represents a total discount of -40%.

Details of the calculation in CHF (excluding VAT):

• regular price for 35 web hosting plans: CHF 347.20
• with a 20% Partner discount: CHF 277.76
• final partner price with a 25% discount: CHF 208.32

Details of the calculation in euros (excluding VAT):

• standard price for 35 web hosting plans: €201.25
• with a 20% Partner discount: €161
• final partner price with a tiered discount of 25%: €120.75

The tiered discount (-25%) therefore applies to the remaining amount after the partner discount (-20%) has been applied.

This guide explains how to terminate a partnership between a Client and a Partner within the Infomaniak Partner Program.

Terminate the partnership…

... as a Customer

To do this:

1. Click here to access the management of your partnerships in the Infomaniak Manager (need help?).
2. Click on the action menu ⋮ to the right of the relevant Partner in the table that appears.
3. Click on Stop collaboration:
   
4. Confirm the removal of the Partner for the first time.
5. Confirm by entering your Infomaniak account password.
6. The partnership has been successfully terminated.

... as a Partner

To do this:

1. Click here to access your Managed Clients in the Infomaniak Manager Reseller Space (need help?).
2. Click on the action menu ⋮ to the right of the relevant Client in the table that appears.
3. Click on Stop collaboration:
   
4. Confirm the removal of the Client for the first time.
5. Confirm by entering your Infomaniak account password.
6. The partnership has been successfully terminated.

This guide explains the differences between the two types of payment modes possible within a partnership (with full access granted to the partner).

Indeed, in the context of adding a Partner for managing your products, if you grant all rights, you will need to decide whether to also entrust them with the entire billing part.

Payment modes ...

... of the Customer

In this case:

• The Customer manages billing and pays for orders and renewals made by the Partner.
• The Partner:
  • Pays the public price and will receive income (cashback) in their account depending on the benefits they receive as an Infomaniak reseller
  • Also receives income (refund) for any order and renewal made directly by their client.
• Invoices will only be accessible within the Customer's organization, and the Partner will not have access.
• The products will be installed directly within the Customer's Organization.

... of the Partner

In this case:

• The partner
  • Manages billing and pays for orders and renewals made for their client
  • Benefits directly from reseller discounts when ordering and renewing on behalf of their client
  • Also receives income (refund) for any order and renewal made directly by their client.
• Invoices will only be available within the Partner's organization, and the Customer will not have access.
• The products will be installed directly within the client's organization.

Change the payment mode

When granting full access to an associate, the Customer can change the type of payment mode used in the partnership at any time:

1. Log in to the Infomaniak Manager (manager.infomaniak.com).
2. Click on Partner in the left sidebar menu.
3. Click on the name of the partner concerned:
   
    
4. Click on the pencil icon at the top of the page to the right of Payment:
   
5. Modify and verify the desired information.

The Partner will receive a notification of the change by email.

Also refer to this other guide.

As an Infomaniak Partner, it is recommended to manage your Swiss Backup clients within a single Acronis account/access, and to define groups/units on the Acronis console.