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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.
Link para esta FAQ:
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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):
Link para esta FAQ:
Esta seção de perguntas frequentes foi útil?