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):

This guide explains how to create a request for proposal as an Infomaniak Client 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 for proposal.

Create a request for proposal

Here is the process that takes place when you want to fill out 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 need to all Infomaniak Partners who wish to receive this type of request.
2. Once your request for proposal is sent, each concerned Partner receives a message with an excerpt from the request for proposal.
3. They are offered the opportunity to view your complete request for proposal on a dedicated interface within their Partner account on the Infomaniak Manager.
4. If it is still valid (see below), the Partner displays your request for proposal and discovers your contact details.
5. They can then make you a proposal tailored to your need and you decide on the next steps for the file:
   1. Collaborate with the Partner (become their Client within Infomaniak, for example) and in this case you can delete the request for proposal (see below).
   2. Wait to receive other proposals over the days.

Delete the current request for proposal

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

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