Knowledge base

With Premium Support, you benefit from telephone assistance, a 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.

For example, a Premium Plus Support plan can be upgraded to a higher plan,but it is not possible to switch to a lower-priced plan.

This guide outlines the limitations of the support provided with Infomaniak's Premium Support.

Introduction

• This type of Infomaniak support is offered for an additional fee, which may vary depending on the level of service and the length of the commitment, but it is primarily a valuable investment for companies that need critical and rapid technical assistance to reduce downtime and improve their productivity.
• Learn more about Conditions Générales d'Utilisation Support Premium.

Scope of technical support

Infomaniak provides advice and support from one of its experts regarding a specific situation or issue: a production deployment, a launch follow-up, or a technical implementation, all of which involve subscribed Services.

Regardless of the plan you subscribe to (Support Plus/Pro/Enterprise), Infomaniak support will use specific tools and procedures to resolve your problem and/or an incident related solely to the Services offered by Infomaniak.

The actions taken must necessarily fall within the scope of intervention, generally involving diagnostics related to the issue encountered.Modifying third-party applications, developing websites (webmastering), all of thisfalls outside the scope of support that Infomaniak can provide.

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).

The Infomaniak Premium Support is offered with a minimum commitment of 6 months.

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

Introduction

• Since its inception, Infomaniak's Support department has been dedicated to resolving customer issues effectively.
  • It provides free and unlimited support, responding to all your requests as quickly as possible, 5/7 days from 9 am to 6 pm by phone and 7/7 days by email from 6 am to 11 pm.
  • Infomaniak does not directly intervene on your machines or networks but may request, on a case-by-case basis, access to Mail or kDrive.
  • Numerous technical guides answer common questions, and specialized partners offer personalized support beyond the role of the hosting provider.
• The commitment to Premium Support is a minimum of 6 months, with no option to cancel 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 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 (during the opening hours mentioned above).

Pro Support

• A response is guaranteed within 2 hours (during the opening hours mentioned above).
• Emergency calls can be made 24/7.
• You benefit from a dedicated account manager, 5 days a week from 9 am to 6 pm.

Enterprise Support

• A response is guaranteed within 1 hour (during the opening hours mentioned above).
• Emergency calls can be made 24/7.
• Personalized support is provided 5 days a week, from 9 a.m. to 6 p.m.
• You will have two dedicated account managers (including one technical expert).

Frequently asked questions

• What is the VIP code and where can I find it?
• What is a PDF technical document?
• Contract duration
• Premium Support Limitations
• Is it beneficial 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 our offerings.

This guide concerns the technical document made available to you in PDF format when you subscribe to Premium Support.

Introduction

• Keep the PDF document provided safe on your systems.
• This procedure allows you to contact Infomaniak in all cases, even if Infomaniak or your internet connection is temporarily unavailable.
• This document contains your useful information, such as the VIP code:
  

Get the technical document

To download the PDF document:

1. Click here to access your product management area in the Infomaniak Manager (need help?).
2. Click on Download the document:
   

This guide details the high priority that Infomaniak gives to processing Premium Support requests from its customers, in order to offer them a fast and efficient service in the event of problems or incidents.

Maximum response time

When you subscribe to Premium Support, your support requests are handled within a guaranteed timeframe. This level of support can be particularly important for customers whose online business heavily depends on the availability and performance of their website, such as e-commerce companies or high-traffic websites.

The support department is committed to responding within a maximum timeframe of…

• … four hours for Plus Support.
• … two hours for Pro Support.
• … one hour for Enterprise Support.

This means that…

• … the support department undertakes to handle the request and begin working on resolving the issue within this maximum timeframe.
• … you will be notified that your request has been handled within this timeframe; Infomaniak 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 helps you subscribe to Infomaniak's Premium Support.

Discover Premium Support

To manage your Premium Support plan:

1. Click here to access the management of your organization's Support in the Infomaniak Manager.
2. Click the button to start the registration: