Understand the role of Infomaniak and its support

This guide explains what a web host like Infomaniak is and what its role is. For example, can the technical support help with designing a website or troubleshoot a bug that appeared on a user's computer?

Infomaniak, hosting provider since 1996

According to Wikipedia, a web host is a company that provides internet hosting services for various computing systems to individuals or entities who do not wish to do so by their own means.

Infomaniak is also:

• decades of experience: it is a recognized player worldwide in hosting & online solutions, who loves what it does and aims to offer high-end solutions at accessible prices while continuously improving its services based on market trends and customer needs
• over one million users in Switzerland and Europe; CHF 36.5 million in revenue in 2022 (22.43% growth in German-speaking Switzerland compared to 2021)
• company certified ISO 27001, ISO 9001, ISO 14001, ISO 50001... Infomaniak is 100% committed to sustainable and responsible development with concrete actions, such as creating the most ecological data center in Switzerland; it offsets the CO2 emissions generated by its activities and the energy used is renewable
• 100% Swiss-made technological expertise: all customer data is hosted on servers in Switzerland owned by Infomaniak; its solutions are systematically developed and maintained by hundreds of employees based in Geneva and Winterthur
• with over 1,000 articles and videos, the knowledge base allows customers to immediately find answers to the vast majority of questions, and it is always possible to contact Infomaniak support

Infomaniak's Responsibilities and Intervention Limits

As a web and mail host, Infomaniak's main activities are to install, secure, and keep servers up to date, particularly to protect them from malicious attacks.

Infomaniak also ensures to continuously evolve its web interfaces (Manager) and its infrastructure based on customer feedback, the latest technologies, and market needs. Finally, Infomaniak is also there to support its customers through the various stages of using its services.

However, Infomaniak does not intervene in server content or website development. Indeed, creating or maintaining a website is a different profession; Infomaniak employs webmasters and developers for its own site, its own applications & tools.

Technical Support Limits

In particular, the technical support department will not be able to help you with:

• solving issues related to website development (Fatal Error, etc.) or its updates
• setting up solutions (e.g., "hello, I want you to help me set up my entire Swiss Backup", “migrate my site”)
• manually installing WordPress
• remotely controlling your computer with TeamViewer or similar
  etc.

but it can assist you with:

• resolving issues related to infrastructure or the Manager
• clarifying certain processes
  etc.

A Premium support option exists for more demanding and recurring requests requiring additional time and resources from staff to assist you optimally.

Finding Help from a Webmaster

For external help related to your site's content or organizing your messaging systems, you can contact one of Infomaniak's partners.

Request a Quote

The Infomaniak quote platform lists over 1,000 verified companies in Switzerland, France, Belgium, Italy, and Spain. It is the fastest way to find a webmaster, UX designer, IT technician, web agency, or marketing and communication agency near you; or browse the directory.