Premium Support
Comparison of our assistance offers
Whether you are a freelancer or an established company, discover our different assistance offers.
Choose the most suitable offer
Support
Accessible to all
Support by telephone, e-mail and chat Monday to Friday, 6 a.m. to 7 p.m.
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
General characteristics
Initial minimum commitment
-
6 month
6 month
6 month
With premium support services, the initial commitment is at least 6 months upon subscription to the service. Find out more
Assistance monitoring
-
-
Account Manager
Account Manager & Technical Account Manager
Guaranteed response time during business hours
24h (as soon as possible)
4h
2h
1h
Telephone
5 days a week, 6 a.m. to 7 p.m.
7 days a week, from 6 a.m. to 9 p.m. (from 9 a.m. to 6 p.m. at the weekend)
7 days a week, from 6 a.m. to 9 p.m. (from 9 a.m. to 6 p.m. at the weekend)
7 days a week, from 6 a.m. to 9 p.m. (from 9 a.m. to 6 p.m. at the weekend)
7 days a week, from 6 a.m. to 11 p.m.
7 days a week, from 6 a.m. to 11 p.m.
7 days a week, from 6 a.m. to 11 p.m.
7 days a week, from 6 a.m. to 11 p.m.
Technical assistance
Communication channels
Phone, e-mail
Phone, e-mail
Phone, e-mail
Phone, e-mail
24/7 emergency call with immediate response
-
-
7 days a week, 24 hours a day
7 days a week, 24 hours a day
Diagnosis and treatment of the fault (Infomaniak’s responsibility)
Diagnosis of the fault (excl. Infomaniak’s responsibility)
-
-
Duration of the technical operation
-
-
1h / month
3h / month
Accompaniment & advice
Telephone consulting appointment Mon.-Fri., 9 a.m. to 6 p.m.
-
-
Time allocation per month
-
-
1h / month
3h / month
Scope of intervention consulting and support: infrastructure recommendation, technical implementation, migration operation, debugging operation, configuration and performance testing, launch follow-up. More information
Need more details?
Our support operatives will advise you on which offer is best suited to your needs.