Understanding the limits of Premium Infomaniak Support

This guide concerns the limits of assistance provided with the Premium support Infomaniak.

Preamble

• This type of Infomaniak support is offered at an additional cost, which may vary depending on the level of service and the duration of the commitment, but it is above all a valuable investment for companies that need critical and rapid technical assistance to reduce downtime and improve their productivity.
• Be aware of the General Conditions of Use Premium Support.

Scope

• Whatever offer you subscribe to (Support Plus/Pro/Company) Infomaniak support will mobilise specific tools and procedures to solve your problem and/or an incident Only related to the Services offered by Infomaniak.
• Actions must necessarily fall within the scope of the intervention, usually a diagnosis linked to the problem encountered.
• A modification of third-party applications, the development of websites (webmastering), all this out of the Support frame that can be provided by Infomaniak.
• Infomaniak provides advice and support by one of Infomaniak's experts in relation to a specific situation or problem: commissioning, start-up follow-up or technical implementation that involves subscribed Services.
• 24/7 emergency calls are to be used only in the event of infrastructure problems requiring Infomaniak intervention; they are possible in English and French Only.