Knowledge base

This guide helps you subscribe to Infomaniak's Premium Support.

Discover Premium Support

To manage your Premium Support subscription:

1. Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge.
2. Click on Support in the left sidebar menu.
3. Follow the instructions
   

Thank you for choosing Infomaniak for hosting your IT solutions and congratulations on optimizing your customer experience. You are stepping up with our Premium Support offer.

By choosing one of the 3 support options, you benefit from personalized advice, product optimization, and faster response times during extended hours compared to standard support.

Prerequisites

• Subscribe to Premium Support
• The commitment is a minimum of 6 months, with no possibility of termination before the end date

Infomaniak's Recognized Support

Since the beginning of Infomaniak, the Support department has been working to resolve customer issues effectively.

Free and unlimited, it responds promptly to all your requests, 5/7 by phone from 6 am to 7 pm and 7/7 by email from 6 am to 11 pm.

Infomaniak does not directly intervene on your machines or networks but may request, on a case-by-case basis, access to Mail or kDrive.

Many technical guides also provide answers, and clients needing personalized support beyond our role as a host can turn to our partners.

New Infomaniak Premium Support

Premium Support comes in 3 versions:

Plus Support

• Partners can benefit from this support
• A first response is guaranteed within 4 hours (during the opening hours above)
  

Pro Support

• A response is guaranteed within 2 hours (during the opening hours above)
• Emergency calls are available 24/7
• You have a designated account manager, 5/7 from 9 am to 6 pm

Enterprise Support

• A response is guaranteed within 1 hour (during the opening hours above)
• Emergency calls are available 24/7
  
• Customized advice is provided 5/7 from 9 am to 6 pm
• You have two designated account managers (including one technical)

Frequently Asked Questions

• What is the VIP code and where can I get it?
• What is the technical document PDF?
• Duration of commitment
• Limits of Premium Support
• Is it advantageous to pay annually?
• What does guaranteed response time mean?

The entire Infomaniak team is eager to provide you with superior service and help you make the most of its offerings.

This guide explains what a support code and a VIP code (not to be confused with the authorization code used for domain name transfers) are on Infomaniak.

Support code and VIP code

The support code allows the Infomaniak Support department to quickly and securely identify you when you contact them and provide them with this sequence of numbers.

The VIP code is reserved for customers who have subscribed to Premium Support and allows identification when you call the technical contact.

These codes are obtained from your Manager by clicking on the left sidebar under Support:

On this page, you will find your various contact details for contacting Infomaniak within the framework of the subscribed Support offer.

The code is present on your technical document and also appears on the contact window when you want to contact Infomaniak via the assistance button .

In the same place, you can grant temporary access to your services (for access only possible to Infomaniak Support staff):

With the Premium Support, you benefit from telephone assistance, a guaranteed response time, upgrades regular updates and priority access to technical experts. This service is offered at an additional cost and offers advantages over standard support, which may not meet the needs of customers with higher technical requirements.

Unlike most other products offered by Infomaniak, the Premium Support offer requires a commitment firm and final for a minimum period of 6 months.

It is not possible to request a refund of the amount committed, even on a pro rata basis, even if you wish to stop Premium Support, even if you cancel your products, even if you close your user/organization account.

A Support Premium Plus offer, for example, can be changed to a higher offer, but it is not possible to change the offer to the lower rate.

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.

This guide details the role of the Account Manager and the Technical Account Manager , professionals to whom you can refer if you have subscribed to Premium Support ( Pro Support for one / Enterprise Support for both managers).

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.

This guide concerns the technical document provided to you in PDF format when you subscribe to Premium Support:

Obtaining this technical document

To download the PDF document containing your useful information like the VIP code for example:

1. log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Edge
2. click on Support in the left sidebar menu
3. download the offered document 
   1. either directly:
      
   2. or from your Manager interface: