Getting Started Guide: Premium Support

Thank you for choosing Infomaniak for hosting your IT solutions and congratulations on optimizing your customer experience. You are taking it to the next level with the Support Premium offer.

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

Prerequisites

Subscribe to Support Premium.
The commitment is for a minimum of 6 months, with no possibility of canceling before the end of the term.

The recognized support of Infomaniak

Since the beginning, the Support department at Infomaniak has been working to resolve customer issues effectively.
Free and unlimited, it responds to all your requests as quickly as possible, namely 5/7 from 6 am to 7 pm by phone and 7/7 by email from 6 am to 11 pm.
Infomaniak does not directly intervene on your machines or networks but may request access to Mail or kDrive on a case-by-case basis.
Many technical guides answer common questions, and specialized partners offer personalized support beyond the role of the host.

New Premium Support Infomaniak

The Premium Support comes in 3 versions:

Support Plus

The partners will benefit from this support.
A first response is guaranteed within 4 hours (opening hours above).

Support Pro

A response is guaranteed within 2 hours (opening hours above).
Emergency calls can be made 24/7.
You have a dedicated account manager, 5/7 from 9 am to 6 pm.

Enterprise Support

A response is guaranteed within 1 hour (opening hours above).
Emergency calls can be made 24/7.
Custom advice is provided 5/7 from 9 am to 6 pm.
You benefit from twodesignated account managers(one of whom is technical).

Frequently Asked Questions

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

Link to this FAQ:

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