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With the Premium Support, you benefit from telephone assistance, guaranteed response time, regular updates and priority access to technical experts.
This service is offered at an additional cost and provides advantages over standard support, which may not meet the needs of customers with higher technical requirements.
Unlike most other products offered by Infomaniak, the Premium Support offer requires a firm and definitive commitment for a minimum period of 6 months.
It is not possible to request a refund of the amount committed, even on a pro-rata basis, even if you wish to stop Premium Support, even if you cancel your products, even if you close your user account / Organization.
A Premium Support Plus offer, for example, can be modified to a higher offer, but it is not possible to change the offer to the lower rate.
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This guide concerns the limits of the assistance provided with the Premium Support from Infomaniak.
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 General Terms of Use for Premium Support.
Scope of technical support
Infomaniak provides advice and support from one of its experts regarding a specific situation or issue: a production launch, a launch follow-up, or a technical implementation involving subscribed Services.
Regardless of the offer you subscribe to (Support Plus/Pro/Enterprise), Infomaniak assistance will mobilize the specific tools and procedures to resolve your problem and/or an incident related only to the Services offered by Infomaniak.
The actions must necessarily fall within the scope of intervention, generally a diagnosis related to the issue encountered. Modifying third-party applications, developing websites (webmastering), all of this falls outside the scope of support that can be provided by Infomaniak.
24/7 emergency calls are strictly reserved for incidents related to the infrastructure requiring immediate intervention from Infomaniak. These exchanges are conducted exclusively in French and English.
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This guide explains what a support code and a VIP code are (not to be confused with the authorization code used for domain transfers) on Infomaniak.
Support code and VIP code
The support code allows the Infomaniak Support department to identify you quickly and securely when you contact them and provide this sequence of numbers. It is displayed on the user profile page.
The VIP code is reserved for customers who have subscribed to Premium Support and allows 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 information for contacting Infomaniak as part of the subscribed Support offer.
The code is on your technical document and also appears on the contact window that opens when you want to contact Infomaniak via the help button:
In the same place, you can grant temporary access to your services (for access only possible for Infomaniak Support collaborators):
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Thank you for choosing Infomaniak for hosting 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.
- Free and unlimited, it responds to all your requests in the shortest possible time, 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 Premium Support commitment is for a minimum of 6 months, with no possibility of canceling 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 and extended hours compared to standard support. Here are the details of these 3 versions:
Support Plus
- The partners can benefit from this support.
- A first response is guaranteed within 4 hours (opening hours above).
Support Pro
- A response is guaranteed within 2 hours (opening hours above).
- Emergency calls can be made 24/7.
- You benefit from a designated account manager, 5/7 from 9 am to 6 pm.
Support Enterprise
- A response is guaranteed within 1 hour (opening hours above).
- Emergency calls can be made 24/7.
- Customized advice is provided 5/7 from 9 am to 6 pm.
- You benefit from two designated 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 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.
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This guide details the role of the Account Manager and the Technical Account Manager, professionals you can refer to if you have subscribed to the Premium Support (Pro Support for one / Enterprise Support for both managers).
IT professionals
The contact details of the responsible person are mentioned on your Manager.
This is not necessarily the person who will directly respond to your support requests. The manager is more responsible for managing the technical relationship between Infomaniak and yourself.
He will work with you to understand your technical needs, help solve your problems, coordinate efforts with the company's internal teams, provide regular updates on the status of projects and accounts, and propose technical solutions and strategies to help you optimize your use of the products or services offered by Infomaniak.
He will also serve as a point of contact for more complex issues or specific support requests, working with the technical support teams or other Infomaniak technical experts to provide solutions.
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This guide concerns the technical document provided to you in PDF format when you subscribe to the Premium Support.
Preamble
- Keep the PDF document provided on your installations.
- This procedure allows you to contact Infomaniak in all cases, even if Infomaniak or your Internet connection should be temporarily unavailable.
- This document contains your useful information such as the VIP code:
Obtain the technical document
To download the PDF document:
- Click here to access the management of your product on the Infomaniak Manager (need help?).
- Click on Download the document:
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This guide details the high priority that Infomaniak gives to handling Premium Support requests from its customers, in order to provide them with fast and efficient service in case of problems or incidents.
Maximum response time
When you subscribe to Premium Support your support requests are handled within a guaranteed time frame. This level of support can be particularly important for customers whose online activity heavily depends on the availability and performance of their website, for example e-commerce businesses or high-traffic sites.
The support team commits to responding within a maximum of…
- … four hours for Plus Support.
- … two hours for Pro Support.
- … one hour for Enterprise Support.
This means that…
- … the support team commits to taking care of the request and starting to work on resolving the issue within this maximum time.
- … you will be informed of the handling of your request within this time frame and that Infomaniak's teams will start working actively on resolving the problem or request as soon as possible.
The total resolution time will of course depend on the nature of the request and the complexity of the situation, and may vary depending on various factors.
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This guide helps you subscribe to the Premium Support Infomaniak.
Discover Premium Support
To manage your Premium Support offer:
- Click here to access the management of your Organization's Support on the Infomaniak Manager.
- Click the button to start registration:
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