Understand response time Premium Support

This guide details Infomaniak's high priority in the processing of customer support requests, in order to provide fast and effective service in the event of problems or incidents.

Maximum response time

When you subscribe to Premium Support, your requests for assistance are met within a guaranteed time frame. This level of support can be particularly important for customers whose online activity depends heavily on the availability and performance of their website, e.g. e-commerce companies or high-audience sites.

The support team undertakes to respond within a maximum of...

• ... four hours for the Support Plus.
• ...two hoursfor the Pro Support.
• ... an hour for Enterprise Support.

That means that...

• ... the support team is committed to take charge of the request and to start working on solving the problem within this maximum period.
• ... you will be informed of the handling of your request within this time and that the Infomaniak teams will start working actively on the resolution of the problem or request as soon as possible.

The total resolution time will of course depend on the nature of the demand and the complexity of the situation, and may vary depending on various factors.