Getting Started Guide: Premium Support

Thank you for choosing Infomaniak for hosting your IT solutions and congratulations on optimizing your customer experience. You are stepping up with our Premium Support offer.

By choosing one of the 3 support options, you benefit from personalized advice, product optimization, and faster response times during extended hours compared to standard support.

Prerequisites

Subscribe to Premium Support
The commitment is a minimum of 6 months, with no possibility of termination before the end date

Infomaniak's Recognized Support

Since the beginning of Infomaniak, the Support department has been working to resolve customer issues effectively.

Free and unlimited, it responds promptly to all your requests, 5/7 by phone from 6 am to 7 pm and 7/7 by email from 6 am to 11 pm.

Infomaniak does not directly intervene on your machines or networks but may request, on a case-by-case basis, access to Mail or kDrive.

Many technical guides also provide answers, and clients needing personalized support beyond our role as a host can turn to our partners.

New Infomaniak Premium Support

Premium Support comes in 3 versions:

Plus Support

Partners can benefit from this support
A first response is guaranteed within 4 hours (during the opening hours above)

Pro Support

A response is guaranteed within 2 hours (during the opening hours above)
Emergency calls are available 24/7
You have a designated account manager, 5/7 from 9 am to 6 pm

Enterprise Support

A response is guaranteed within 1 hour (during the opening hours above)
Emergency calls are available 24/7
Customized advice is provided 5/7 from 9 am to 6 pm
You have two designated account managers (including one technical)

Frequently Asked Questions

The entire Infomaniak team is eager to provide you with superior service and help you make the most of its offerings.

Link to this FAQ:

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