Premium Support Limits

Premium Support is offered at an additional cost, which may vary depending on service level and length of commitment; but above all, it is a valuable investment for companies that need fast, critical technical support to reduce downtime and improve productivity.

This guide addresses the limitations of support provided with this type of support.

Prerequisites

Read the Terms of Service Premium Support

Scope

Regardless of the offer to which you subscribe (Support Plus/Pro/Enterprise), our assistance will mobilize the specific tools and procedures to solve your problem and/or an incident solely in relation to the Services offered by Infomaniak . Our actions must necessarily fall within our field of intervention, generally a diagnosis linked to the problem encountered.

A modification of third-party applications, the development of websites (webmastering), all this falls outside the scope of Support that can be provided by Infomaniak.

We will provide advice and support by one of Infomaniak's experts with regard to a specific situation or problem: production launch, launch monitoring or technical implementation and which involve subscribed Services.

24/7 emergency calls are only to be used in the event of problems related to the infrastructure and requiring Infomaniak intervention; they are possible in French and English only.