Response time with Premium Support

This guide details the high priority that Infomaniak gives to handling support requests from its customers, in order to offer them fast and efficient service in the event of problems or incidents.

Maximum response time

When you subscribe to Premium Support, your requests for assistance are handled within a guaranteed time frame. We know that this level of support can be particularly important for customers whose online business is highly dependent on the availability and performance of their website, for example e-commerce companies or sites with large audiences.

The support team undertakes to respond within a maximum of:

• four hours for Support Plus
• two hours  for Pro Support
• one hour for Enterprise Support

That means:

• that the support team agrees to take charge of the request and start working on resolving the problem within this maximum period
• that you will be informed of the handling of your request within this period and that the Infomaniak teams will begin to work actively on resolving the problem or the request as soon as possible.

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