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Thank you for choosing Infomaniak for hosting your IT solutions and congratulations on optimizing your customer experience. You take it to the next level with our Premium Support offer .
By choosing these offers, you benefit in particular from personalized advice, product optimization and faster response times and in longer hours than with standard support.
Prerequisites
- Subscribe to Premium Support
- The commitment is for a minimum of 6 months, without the possibility of terminating before the term.
Recognized support from Infomaniak
Since the start of Infomaniak, the Support department has worked to properly resolve customer problems.
Free and unlimited, we respond as quickly as possible to all your requests, 5 days a week from 6 a.m. to 7 p.m. by telephone and 7 days a week by e-mail from 6 a.m. to 11 p.m.
We do not intervene directly on your machines or networks but we can request access to Mail or kDrive on a case-by-case basis .
Many technical guides also provide answers and customers who need personalized support that goes beyond our role as host can call on our partners .
New Infomaniak Premium Support
Premium Support is available in 3 versions:
Support More
- Partners will be able to benefit from this support
- We guarantee a first response within 4 hours (opening hours above)
Professional Support
- We guarantee a response within 2 hours (opening hours above)
- Emergency calls can be made 24/7
- You benefit from a designated account manager , 5/7 from 9 a.m. to 6 p.m.
Enterprise Support
- We guarantee a response within 1 hour (opening hours above)
- Emergency calls can be made 24/7
- We provide tailor-made advice, 5/7 from 9 a.m. to 6 p.m.
- You benefit from two designated account managers (including a technical one)
Frequently Asked Questions
- What is the VIP code and where to get it?
- What is PDF technical document?
- Commitment period
- Premium Support Limits
- Is it advantageous to pay annually?
- What does guaranteed response time mean?
Premium Support is offered at an additional cost, which may vary depending on service level and length of commitment; but above all, it is a valuable investment for companies that need fast, critical technical support to reduce downtime and improve productivity.
This guide addresses the limitations of support provided with this type of support.
Prerequisites
Read the Terms of Service Premium Support
Scope
Regardless of the offer to which you subscribe (Support Plus/Pro/Enterprise), our assistance will mobilize the specific tools and procedures to solve your problem and/or an incident solely in relation to the Services offered by Infomaniak . Our actions must necessarily fall within our field of intervention, generally a diagnosis linked to the problem encountered.
A modification of third-party applications, the development of websites (webmastering), all this falls outside the scope of Support that can be provided by Infomaniak.We will provide advice and support by one of Infomaniak's experts with regard to a specific situation or problem: production launch, launch monitoring or technical implementation and which involve subscribed Services.
24/7 emergency calls are only to be used in the event of problems related to the infrastructure and requiring Infomaniak intervention; they are possible in French and English only.
With the Premium Support, you benefit from telephone assistance, a guaranteed response time, upgrades regular updates and priority access to technical experts. This service is offered at an additional cost and offers 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 commitment firm and final 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/organization account.
A Support Premium Plus offer, for example, can be changed to a higher offer, but it is not possible to change the offer to the lower rate.
This guide details the role of the Account Manager and the Technical Account Manager , professionals to whom you can refer if you have subscribed to Premium Support ( Pro Support for one / Enterprise Support for both managers).
IT professionals
The contact details of the manager are mentioned in your Manager .
It is not necessarily this person who will respond directly to your requests for assistance. The manager is more responsible for managing the technical relationship between Infomaniak and yourself.
They will work with you to understand your technical needs, help resolve your issues, coordinate efforts with internal company teams, provide regular updates on project and account status, and propose technical 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 technical support teams or other Infomaniak technical experts to provide solutions.
This guide concerns the PDF technical document made available to you when you subscribe to Premium Support.
Significance of document
We recommend that you carefully keep the PDF document made available on your Manager on your installations .
This procedure allows you to contact us in any case, even if our site or your Internet connection were to be temporarily unavailable.
To download the PDF document containing your useful information:
- open the Manager ( manager.infomaniak.com )
- in the left side menu click on Support
- download document
This guide details the high priority that Infomaniak gives to handling support requests from its customers, in order to offer them fast and efficient service in the event of problems or incidents.
Maximum response time
When you subscribe to Premium Support, your requests for assistance are handled within a guaranteed time frame. We know that this level of support can be particularly important for customers whose online business is highly dependent on the availability and performance of their website, for example e-commerce companies or sites with large audiences.
The support team undertakes to respond within a maximum of:
- four hours for Support Plus
- two hours for Pro Support
- one hour for Enterprise Support
That means:
- that the support team agrees to take charge of the request and start working on resolving the problem within this maximum period
- that you will be informed of the handling of your request within this period and that the Infomaniak teams will begin to work actively on resolving the problem or the 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 Premium Support.
Explore Premium Support
To manage your Premium Support plan:
- open the Manager (manager.infomaniak.com)
- in the left side menu click on Support
This guide explains what a support code and a VIP code are (not to be confused with the authorization code used to transfer domain names).
Carrier code
The support code allows the Support department to identify you quickly and securely when you call us.
It is obtained from your Manager by clicking in the left side menu under Support .
On this page you will find your various information allowing you to contact us as part of the Support offer subscribed to.
The code is also displayed on the contact window when you want to contact us via the support button .
In the same place, you can grant temporary access to Mail and kDrive (access only possible for Infomaniak Support employees):
VIP code
This code is reserved for customers who have subscribed to Premium Support (Pro / Enterprise).
Your information relating to the Premium Support offer subscribed to can be found on your Manager in the left side menu.
Example:
The VIP code can also be obtained from any Manager page via the support button located at the bottom right of the screen:
The drop-down menu that opens provides the main information related to your support request: