Understand the role of Infomaniak and its support

This guide explains what a web hosting provider like Infomaniak is and what its role is. Will technical support, for example, be able to help with the design of a website or troubleshoot a bug that appears on a user's computer?

Infomaniak, hosting provider since 1996

According to Wikipedia, a web hosting provider is a company that provides Internet hosting for various IT systems to individuals or entities that do not wish to do so themselves.

Infomaniak is also...

• ... decades of experience: it is a globally recognized player in hosting & online solutions, passionate about its work, and committed to offering high-end solutions at accessible prices by continuously improving its services according to market trends and customer needs
• ... more than a million users in Switzerland and Europe; CHF 36.5M in revenue in 2022 (22.43% growth in German-speaking Switzerland compared to 2021)
• ... a certified company with ISO 27001, ISO 9001, ISO 14001, ISO 50001... Infomaniak is 100% committed to sustainable and responsible development with concrete actions, such as creating Switzerland’s most eco-friendly data center; it offsets CO2 emissions from 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
• ... more than 1,000 articles and videos: the knowledge base allows customers to immediately find answers to most questions, and it is always possible to contact Infomaniak support

Responsibilities and limits of Infomaniak's intervention

As a Web and Mail hosting provider, Infomaniak’s main activities involve installing, securing, and maintaining servers to protect them from malicious attacks.

Infomaniak also ensures the constant evolution of its web interfaces (Manager) and infrastructures 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 on server content or website development. Creating or maintaining a website is a different profession; Infomaniak itself employs webmasters and developers for its own site, applications, and tools.

Limits of technical support

Specifically, the technical support department cannot help with…

• ... resolving issues related to site development (Fatal Error, etc.) or updates
• ... setting up solutions (e.g., "hello, I want you to help me set up my entire Swiss Backup", "migrate my website")
• ... manually installing WordPress
• ... taking remote control of your computer with TeamViewer or similar tools
  etc.

but it can assist with…

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

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

Discover Infomaniak’s migration service.

Finding help from a webmaster

For external help related to your website’s content or the organization of your mailboxes, you can contact one of Infomaniak’s partners.

Submit a request for proposals

The Infomaniak request-for-proposal 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 communication and marketing agency near you, or browse the directory.