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This guide helps you to subscribe to the Premium support Infomaniak.
Discover Premium Support
To manage your Premium Support offer:
- Click here in order to access the management of the Support of your Organization on the Manager Infomaniak.
- Click on the button to start the registration:
Thank you for choosing Infomaniak for hosting your IT solutions and congratulations on optimizing your customer experience. You are taking it to the next level with the Support Premium offer.
By choosing one of the 3 support options, you benefit from personalized advice, product optimization, and faster response times with extended hours compared to standard support.
Prerequisites
- Subscribe to Support Premium.
- The commitment is for a minimum of 6 months, with no possibility of canceling before the end of the term.
The recognized support of Infomaniak
- Since the beginning, the Support department at Infomaniak has been working to resolve customer issues effectively.
- Free and unlimited, it responds to all your requests as quickly as possible, namely 5/7 from 6 am to 7 pm by phone and 7/7 by email from 6 am to 11 pm.
- Infomaniak does not directly intervene on your machines or networks but may request access to Mail or kDrive on a case-by-case basis.
- Many technical guides answer common questions, and specialized partners offer personalized support beyond the role of the host.
New Premium Support Infomaniak
The Premium Support comes in 3 versions:
Support Plus
- The partners will benefit from this support.
- A first response is guaranteed within 4 hours (opening hours above).
Support Pro
- A response is guaranteed within 2 hours (opening hours above).
- Emergency calls can be made 24/7.
- You have a dedicated account manager, 5/7 from 9 am to 6 pm.
Enterprise Support
- A response is guaranteed within 1 hour (opening hours above).
- Emergency calls can be made 24/7.
- Custom advice is provided 5/7 from 9 am to 6 pm.
- You benefit from twodesignated account managers(one of whom is technical).
Frequently Asked Questions
- What is the VIP code and where to get it?
- What is the technical PDF document?
- Commitment period
- Premium Support Limits
- Is it advantageous to pay annually?
- What does the guaranteed response time mean?
The entire Infomaniak team is eager to provide you with superior quality service and help you make the most of its offerings.
This guide explains what a support code and one VIP code (not to be confused with the authorisation code for the transfer of domain names) to Infomaniak.
Support code and VIP code
The support code allows the Infomaniak Support department to you quickly and securely identify when you contact them and provide them with this set of numbers. It is displayed on the page of your user profile.
The VIP code is reserved for customers who have subscribed to the Premium support and allows identification when you call the technical reference. It is displayed on the management page of this service.
On this management page are also your various informations allowing you to contact Infomaniak as part of the Subscribed Support offer.
The code is present on your technical document and is also displayed on the contact window when you want to contact Infomaniak via the support button .
At the same place you can grant a temporary access to your services (for access to Infomaniak Support employees only):
With the Premium support, you benefit from telephone support, guaranteed response time, 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 of the other products offered by Infomaniak, the Premium support request a firm and final commitment for a minimum period of 6 months.
A Premium Plus Support offer e.g. can be changed to a higher offer, but it is not possible to change the offer to the lower price.
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.
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).
IT professionals
The contact details of the manager are mentioned in your Manager .
It is not necessarily this person who will respond directly to your requests for assistance. The manager is more responsible for managing the technical relationship between Infomaniak and yourself.
They will work with you to understand your technical needs, help resolve your issues, coordinate efforts with internal company teams, provide regular updates on project and account status, and propose technical and strategies to help you optimize your use of the products or services offered by Infomaniak.
He will also serve as a point of contact for more complex issues or specific support requests, working with technical support teams or other Infomaniak technical experts to provide solutions.
This guide details Infomaniak's high priority in the processing of customer support requests, in order to provide fast and effective service in the event of problems or incidents.
Maximum response time
When you subscribe to Premium Support, your requests for assistance are met within a guaranteed time frame. This level of support can be particularly important for customers whose online activity depends heavily on the availability and performance of their website, e.g. e-commerce companies or high-audience sites.
The support team undertakes to respond within a maximum of...
- ... four hours for the Support Plus.
- ...two hoursfor the Pro Support.
- ... an hour for Enterprise Support.
That means that...
- ... the support team is committed to take charge of the request and to start working on solving the problem within this maximum period.
- ... you will be informed of the handling of your request within this time and that the Infomaniak teams will start working actively on the resolution of the problem or request as soon as possible.
The total resolution time will of course depend on the nature of the demand and the complexity of the situation, and may vary depending on various factors.
This guide concerns the technical document available to you in PDF format when you subscribe to the Premium support.
Preamble
- Keep the PDF document available on your facilities.
- This procedure allows you to contact Infomaniak in any case, even if Infomaniak or your Internet connection was temporarily unavailable.
- This document contains your useful information such as: VIP code :
Getting the technical document
For download PDF document:
- Click here in order to access the management of your product on the Manager Infomaniak (Need help?).
- Click on Download the document:
