Premium Support
Support adapted to your needs
Benefit from a priority assistance experience with dedicated contact partners for your organisation.
An experience designed for businesses and essential activities
24/7 emergency callback
Benefit from an emergency call-back service in the event of an interruption of our services or problems linked to our infrastructure.
Priority treatment
Your tickets and calls are placed top of the list so that you receive assistance more quickly.
Technical interventions
A dedicated technical manager accompanies you in ensuring the success of your projects.
Making an appointment
Organise a telephone meeting with one of our support operatives.
Assistance by videoconference
Let our agents guide you live by sharing your screen via kMeet.
Personalised advice
Our product specialists provide you with specific advice and your account manager monitors your requests.
Take advantage of telephone assistance 7 days a week.
Access extensive telephone support, available every day from 6 a.m. to 11 p.m., included in all premium support packages.
Camille Moisy Account Manager
We are here to listen, understand and respond to the needs of each of our customers.
Choose the most suitable offer
Support Plus
Recommended for the requirements of priority assistance.
50
monthlySupport by phone, email and chat 7 days a week - 6 a.m. to 11 p.m.
Guaranteed responses within 4 hours of business
Pro Support
Recommended for the requirements of technical advice.
250
monthlyor 10% of the monthly value of your products. Find out more
Support by phone, email and chat 7 days a week - 6 a.m. to 11 p.m.
Guaranteed responses within 2 hours
Emergency calls 24/7
Technical advice
Designated account manager
Corporate Support
Recommended for the requirements of tailor-made accompaniment.
1’000
monthlyor 10% of the monthly value of your products. Find out more
Support by phone, email and chat 7 days a week - 6 a.m. to 11 p.m.
Guaranteed responses within 1 working hour
Emergency calls 24/7
Technical and customised advice
Designated account manager
Designated technical account manager
Included with all support offers
Incident management
General assistance
Technical problems
Unlimited tickets
A support service is included when subscribing to an Infomaniak product. Find out more
Much more than VIP support.A direct and privileged relationship with our teams.
Greatly appreciated by our customers, our support operatives are always ready to listen and answer you with a smile and plenty of patience.
A relationship of trust has been developed with the Infomaniak teams. Our technical manager is genuinely involved when answering our requests relating to internal problems, and the follow-up is always implemented efficiently and with great benevolence. This service is essential to our activity.
CTO
Human contact is essential for us: knowing that we can talk to a single account manager is a valuable asset.
CTO
Having such a level of support with an emergency service gives us great peace of mind in providing our services to our more than 1.5 million weekly consumers.
CEO
Need more details?
Our support operatives will advise you on which offer is best suited to your needs.
Do you have any questions or doubts?
We’ve compiled the questions we’re often asked – see below.
Can Infomaniak Support help me to solve a problem with the design of my website?
We accompany our customers through the various stages of using our products. However, the scope of our support, even when it's paid for, is clear: we do not intervene in server content or site development. Find out moreWill the contact person always be the same when I use Premium Support?
You benefit from an account manager with the Support Pro offer or even a technical account manager with the Support Enterprise offer, even if they are not necessarily the ones who will answer every call.Will my problem be resolved immediately with Premium Support?
The Support Enterprise offer guarantees an initial written response within the hour. The Support Pro and Plus offers guarantee a response within 2 and 4 hours respectively: find out more.Is it possible to get IT support on a Saturday at 11.30pm?
In the event of problems related to the infrastructure and requiring an intervention by Infomaniak, you can call on our technical teams 24/7 with the Support Pro and Support Enterprise packages. For other requests, our support is available 7 days a week, from 6am to 11pm with the Premium Support packages. And with the Support package included with all our products, the staff can be contacted from Monday to Friday from 6am to 7pm.Is there an advantage to signing up for 1 year instead of 6 months?
You receive a 10% discount on the Premium Support rate for a 1-year commitment. A 6 or 12 month commitment is not refundable.Which telephone number should I use to contact Infomaniak Premium Support?
Our contact details can be found at https://contact.infomaniak.com and with the Premium Support package you will receive a VIP code to enter when you call so that you can get through more quickly if there is a long queue.