This guide explains what a web host like Infomaniak is and what its role is. For example, can the technical support help with the design of a website or fix a bug that appeared on a user's computer?

Infomaniak, web host since 1996

According to Wikipedia, a web host is a company that provides Internet hosting for various and varied computer systems to people or entities who do not wish to do so by their own means.

Infomaniak is also…

• … decades of experience: it is a recognized player worldwide in hosting & online solutions, which loves what it does and wants to offer high-end solutions at affordable prices by continuously improving its services according to market trends and customer needs
• … more than a million users in Switzerland and Europe; CHF 36.5 M in revenue in 2022 (22.43% growth in German-speaking Switzerland compared to 2021)
• … a company certified ISO 27001, ISO 9001, ISO 14001, ISO 50001... is committed 100% to sustainable and responsible development with concrete actions, such as creating the most ecological datacenter in Switzerland; it compensates for the CO2 emissions generated by its activities and the energy used is renewable
• … 100% Swiss-made technological expertise: all customer data is hosted on servers in Switzerland that belong to Infomaniak; its solutions are systematically developed and maintained by hundreds of collaborators based in Geneva and Winterthur
• … more than 1,000 articles and videos; the knowledge base allows customers to find an immediate answer to the vast majority of questions and it is possible at any time to contact Infomaniak support

Infomaniak's responsibilities and limits of intervention

As a Web and Mail host, Infomaniak's main activities consist of installing, securing and keeping servers up to date to protect them from malicious attacks.

Infomaniak also ensures that its Web interfaces (Manager) and infrastructures are constantly evolving based on customer feedback, the latest technologies, and market needs. Finally, Infomaniak is also there to guide its customers through the various steps of service use.

However, Infomaniak does not intervene in the content of the servers or the development of websites. Indeed, the creation or maintenance of a site is a different job; Infomaniak employs webmasters and developers for its own site, its own applications & tools.

Technical Support Limitations

In particular, the technical support department will not be able to help you with…

• … solve issues related to site development (Fatal Error, etc.) or its updates
• … implement the solutions (e.g Hello, I want you to help me set up my entire Swiss Backup", “migrate my site")
• … manually install WordPress
• … take control of your computer remotely with TeamViewer or similar
  etc.

but he can assist you with…

• … solve issues related to the infrastructure or to Manager
• … clarify certain processes
  etc.

A Premium assistance is available to handle more demanding and recurring requests that require additional time and resources from the collaborators to assist you optimally.

Also discover the migration service from Infomaniak.

Find help from a webmaster

For external help related to the content of your site or the organization of your mailboxes, you can contact one of Infomaniak's partners.

Make a call for tender

The Infomaniak tender platform lists more than 1000 verified companies in Switzerland, France, Belgium, Italy and Spain. It is the fastest way to find a webmaster, a UX designer, an IT technician, a web agency or a communication and marketing agency near you; or browse the directory.

This guide explains how to modify the postal and personal details related to the Organisation to which you belong.

Preamble

• Since you opened your account with Infomaniak, you are part of at least one Organization.
  • If you were alone and it was not an invitation, an Organization was created in your name and you automatically become the legal responsible.
  • Otherwise, you belong to the Organization that invited you (to join its kSuite, to manage a product, etc.).
• Only an owner/legal representative can make changes (an eventual collaborator who also has access to your Organisation will not be able to modify these details from their restricted account).
• The postal address mentioned determines the currency (CHF / EUR) used for future invoices, but it is possible to add billing addresses.
• You can modify, among other things:
  • the name‍
  • the postal address‍
  • the contact phone number‍
  • the type of your organization (individual, association, company...)‍
  • the ‍logo
• A summary email is then sent.
• Refer to this other guide if you are looking for information about your user account.

Modify the Organization details

To modify the details of this Organization at any time:

1. Click here to access the management of your Organisation.
2. Click on the Edit button.
3. Modify the desired information and then click the Save button.

This guide explains how to view and change the access identifier to your user account on the Manager, the management interface and dashboard of your Infomaniak products. This same identifier also allows you to log in to Mail Infomaniak and various iOS / Android apps like kDrive, Infomaniak Mail, etc.

See the currently connected identifier

The email address that was used for the current connection is displayed on your user menu + on the profile page:

1. Click on the tablet with your initials / avatar at the top right of the Manager Infomaniak to rate the connection identifier in use:
   
2. Click on Manage my profile right below in order to access the management of your profile on the Manager Infomaniak.
3. Your current login ID is also displayed on the page reached:
   

Edit Identifier (Connect e-mail)

Prerequisites

• The access identifier is an email address that must exist and that you must be able to view.
• The new email address will have to be different from theRecovery email address.
• The new email address should not already be used as a login ID on another user account (if not to consider theinvite the Organization to give it all the rights and then to be able to withdraw the old account with the former identifier).

To change your user account ID:

1. Click here(or on the tablet with your initials / avatar at the top right of the Manager Infomaniak) in order to " Manage my profile":
   
   
    
2. From the box Connection settings, select Edit under your Sign-in email address:
   
3. Enter a new login email address.
4. Enter the login password of your Infomaniak account.
5. Click on Save:
   

This guide explains how the Infomaniak administration interface named Manager https://manager.infomaniak.com works.

Preamble

• The Manager is Infomaniak's interface that allows you to manage your various Infomaniak products, such as domain names, hosting, as well as the administrative and billing aspects, etc.

Ordering a product = creating an account

If you do not yet have any products with Infomaniak, during the ordering process, you will be invited to create an account (with a login ID) and an Organization is automatically created at this time.

For an individual, the Organization's name will generally consist of their first and last name, while for a company, it is generally the company's name or legal name.

Once the Organization has been created by this first user, it is possible…

1. … to add other users
2. … to create other Organizations

1. The other users can have…

• … with all rights and therefore be administrator of the Organization
• … limited rights (access to specific products)
• … with or without billing rights

2. The other Organizations will be able to…

• … contain other products unrelated to the other Organizations
• … have their own users who will not have access to the other Organizations

The concept of Organization is particularly interesting for people who need to manage multiple products for different clients. For example, one could imagine a webmaster having to administer the products of 3 different companies, each with its own Organization containing their respective products. By adding the webmaster or partner as an administrator of their Organization, the latter can easily switch from one account (Organization) to another to manage the different products of the 3 companies without having to log in and out each time. Indeed, they will use a unique login identifier.

Browse and access products

There are several ways to access your products once you are logged in to the Manager.

Here are the different navigation methods to access, for example, the list of your hostings (where your sites are located):

1. or click on the icon ‍ at the top right of the interface and select Hosting (under Products):
    
   
    
2. or navigate using the left sidebar to Web and Domain then to Hosting:
     
   
    
3. or click in the center of the homepage on Hosting (under Web and Domain):
     
   

An additional way is available in the most recent FAQs: simply click on the link indicated in the guide to go directly to the type of product in question. All you have to do is click on the name assigned to your product (for example domain.xyz when you arrive on the page managing your domain names).

Display the online tutorial

Click on the icon at the bottom right to get the visual guide presenting the main sections of the Manager:

Troubleshoot an issue on the Manager

Unable to log in?

Refer to this other guide.

The product you are looking for is not visible or is greyed out?

You are probably not in the correct Organization or user account. Check and change the Organization (if your user allows it) or log back in to a completely different user account.

A click on the product name has no effect?

Do not click in the selection boxes, otherwise nothing will happen (except for selecting for a possible batch operation), but directly on the name assigned to the relevant product:

Is the desired operation not possible or is it displayed as greyed out?

Your user may no longer have sufficient rights within the Organization. Try to learn more with this other guide (or this one if it concerns actions related to email).

Thank you for having entrusted the management of your services to Infomaniak hoping that you had fun using them.

Preamble

• For most products, confirm the request for termination by e-mail or no data will be deleted.
• Open and out-of-package charges remain due.
• Confirmation of termination shall be sent to any other Professional staff of the Organization.
• Backups will be irreparably deleted upon termination, making any restoration impossible.

Which product/service terminates?

Collaborative tools

• Mail Service
• kDrive
• kSuite
• my kSuite

Web & Domains

• Domain name
• Web hosting
  • Starter offer
• Site Creator
• Cloud Server
• SSL certificate
• Custom Brand (Custom URLs)

Cloud Computing

• VPS Cloud / Lite
• NAS Synology
• Swiss Backup
• Jelastic Cloud Server (PaaS)

Events & Marketing

• Newsletter Tool
• Guest Manager

Streaming

• Audio streaming
• Streaming video
• VOD/AOD

Close your Mail / Infomaniak user account.

Don't hesitate to share your personal experience with Infomaniak The return of satisfied and less satisfied customers is useful and allows to improve the quality of services and offer solutions adapted to the needs!

Infomaniak Network SA is a neutral, independent company that fully controls the design and management of its data centers located in Switzerland, at the heart of Europe, as well as the servers installed there.

Infomaniak is notably certified ISO 9001, ISO 14001, ISO 27001 and ISO 50001 (view certifications).

Steps are being taken to obtain other certifications, which are required, among other things, for the PCI-DSS certification planned for the future. However, it is not planned to be certified as a Health Data Host (HDS).

Learn more about Infomaniak

This guide explains how to delete an Infomaniak Organization.

Preamble

• The Organisation must be empty of any product and any other user except yourself.
• This will not delete your user account.
• As a reminder, you can create several Organizations (i.e., a space for managing your products) and be a user of several of them, for example to manage different products belonging to several entities; an administrator can delete one of them.

Delete the Organization

Prerequisites

• Terminate all products present in the Organization.
  • The stoppage of the services contained in the Organization can be done during the deletion steps.
• Pay outstanding invoices.
  • Paid invoices can be obtained by email during the deletion steps.
• Remove other users who have access to the Organisation.
• Withdraw the money that is in the Infomaniak prepaid account (refer to this other guide in the Recover the balance chapter).

To delete an Organization to which you still have access:

1. Click here to access the management of your Organization on the Infomaniak Manager.
2. Check that this is the correct Organisation.
   • If not, switch to another Organisation first by going back to the menu and then clicking on the chevron ‍:
     
     
      
3. Click on Delete the Organisation:
   
4. Confirm the deletion and/or read the on-screen explanations.

This guide explains how to delete one of the users from your Organization on the Manager Infomaniak.

Prerequisites

• To be Administrator or Legal Representative‍ within the Organization.
• Know the login password; it will be requested during the process.

Removing a user from your Organization

To remove one of the users from the Organization:

1. Click here to access user management for your Organization on the Infomaniak Manager (need help?).
2. Click on the action menu ⋮ to the right of the user in question.
3. Click on Remove from Organization:
   
4. Click the blue Continue button:
   
5. Enter your password to log in to the Manager.
6. Check the confirmation box.
7. Click the red button Remove this user
   

If the user had access to **kDrive** or was invited to **consult a third-party email address**, several intermediate steps will ask you to perform actions with their data and will inform you, if necessary, what happens to the calendars and address books:

This guide explains how to change the password of your user account on the Manager, the administration interface for your Infomaniak products.

Preamble

• This same password also allows you to log in to Mail Infomaniak and various iOS/Android applications like kDrive, Infomaniak Mail, etc. (learn more).
• If you are unable to log in to the Manager, you will not be able to change the password. Refer to this other guide in this case.
• A change in the login password may affect access to your email as a password may be requested again for its use.
• You can also change only the passwords of email addresses.

Change the user account password

To change the password of your user account:

1. Click here (or on the badge with your initials/avatar at the top right of the Infomaniak Manager) to "Manage my profile":
   
   
    
2. Click on Edit from the Connection Settings box under connection password:
   
3. Enter the current password and the new desired password.
4. Click on Save.

This guide explains how to order an Infomaniak product for which you benefit from a discount or free offer (promo code or free offer already confirmed by one of the Support agents).

Preamble

• In some cases (e.g., special offer for customers moving their data from a competing host that is shutting down its services), you may benefit from a discount code (partial reduction or equivalent to the total purchase price) allowing you to order hosting, email addresses, etc.
• Don't have a promo code? Discover Infomaniak's free offers!

Using a deal / promo code

A promo code is used at the end of an order placed in the shop Infomaniak allowing the purchase of new products like Swiss Backup for example:

1. First, select your preferred payment method.
2. Enter the promo code.
3. Click on the Apply button.
   • Repeat for additional promo codes if you have several (and therefore if you have several corresponding products in the cart):
     
     

Using a free offer

To order a product as part of a free offer:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click on the type of product for which you have received a freebie (then, if necessary, click on Back... in the left sidebar).
3. Click on the Order button (usually a shopping cart icon) or go to the Shop Infomaniak.
4. When the order summary appears, activate the free offer using the drop-down menu displayed next to the relevant product.
5. Complete the order.

In case of a problem

• Check that you are connected to the correct Organization on the Manager.
• Check that you have ordered the correct product, the one for which the free offer was generated.