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This guide concerns the limits of the assistance provided with the Support Premium Infomaniak.
Preamble
- This type of Infomaniak support is offered at 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.
- Familiarize yourself with the General Terms of Use for Support Premium.
Scope of action
- Regardless of the offer you subscribe to (Support Plus/Pro/Enterprise), Infomaniak assistance will mobilize specific tools and procedures to resolve your issue and/or an incident only related 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, web 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 its experts regarding a specific situation or issue: a production launch, a launch follow-up or a technical implementation that involves subscribed Services.
- Emergency calls 24/7 are to be used only in case of infrastructure-related problems requiring Infomaniak intervention; they are available in French and English only.
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 Support Premium offer.
Preamble
- Since the beginning of Infomaniak, the Support department has been working to resolve customer issues effectively.
- Free and unlimited, it responds to all your requests as quickly as possible, namely 5/7 from 6 am to 7 pm by phone and 7/7 by email from 6 am to 11 pm.
- Infomaniak does not directly intervene 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 a minimum of 6 months, with no possibility of canceling before the end of the term.
The Infomaniak Premium Support
By choosing one of the 3 support options, you benefit from personalized advice, product optimization, and faster response times with extended hours compared to standard support. Here are the details of these 3 versions:
Support Plus
- 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 have a dedicated 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 days a week 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 the guaranteed response time mean?
The entire Infomaniak team is eager to provide you with superior quality service and help you make the most of its offerings.
This guide helps you subscribe to the Support Premium Infomaniak.
Discover Premium Support
To manage your Premium Support offer:
- Click here to access the Support management of your Organization on the Manager Infomaniak.
- Click on the button to start the subscription:
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 Support Premium (Pro Support for one / Support Enterprise for both managers).
IT professionals
The contact details of the responsible person are mentioned on your Manager.
He will work with you to understand your technical needs, help resolve your issues, coordinate efforts with the company's internal teams, provide regular updates on the status of projects and accounts, and suggest technical solutions and strategies to help you optimize your use of Infomaniak's products or services.
He will also serve as the point of contact for more complex issues or specific support requests, working with technical support teams or other Infomaniak technical experts to provide solutions.
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) 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 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 reference. It is displayed on the management page for this service.
This management page also displays various information allowing you to contact Infomaniak as part of the Support package subscribed to.
The code is present on your technical document and also appears on the contact window when you want to contact Infomaniak via the assistance button .
In the same place, you can grant temporary access to your services (for access only possible for Infomaniak Support collaborators):
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 clients 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 pro rata, even if you wish to stop the 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 to a lower rate offer.
This guide details the high priority that Infomaniak gives to handling customer support requests, in order to provide a fast and effective service in case of problems or incidents.
Maximum response time
When you subscribe to Premium Support, your assistance requests are handled within a guaranteed time frame. This level of support can be particularly important for clients 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 time frame of…
- … four hours for Support Plus.
- … two hours for Support Pro.
- … one hour for Support Entreprise.
This means that…
- … the support team commits to handling the request and starting to work on resolving the issue within this maximum time frame.
- … you will be notified that your request has been taken care of within this time frame and that Infomaniak teams will begin actively working on resolving the issue 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.
This guide concerns the technical document made available to you in PDF format when you subscribe to Support Premium.
Foreword
- Keep the provided PDF document safely on your installations.
- This procedure allows you to contact Infomaniak in all cases, even if Infomaniak or your Internet connection should temporarily be 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:
