Premium Support, our 24/7 assistance solution for companies and government agencies

Is your activity critical or highly dependent on your online services? The Infomaniak support service is evolving to provide a guaranteed response time, an account manager and a dedicated team to monitor your project. Three levels mean that you can adapt the service level to your needs, while free, high-quality support remains an integral part of all our products.

Who is Premium Support intended for?

Infomaniak Premium Support provides a guarantee that the support team will be highly reactive in providing assistance when you most need it.

This extended assistance is primarily intended for:

• companies and government agencies that are going digital
• web agencies and developers who need technical accompaniment
• Commercial,, events-based and media projects subject to major peaks in activity
• freelancers or critical projects highly dependent on their online services

3 flexible and accessible offers

Support Plus

With this level of support, your requests for assistance take priority and are handled within a maximum time frame of 4 hours during our normal office hours. Infomaniak partners and resellers automatically benefit from this support.

Pro Support

This level includes an emergency service and technical assistance for your developments:

• Maximum 2-hour response time during office hours
• Max. 15-minute response time for emergencies (24/7) in the event of an infrastructure problem requiring the intervention of Infomaniak
• 1 hour’s technical assistance / month for operational, technical or cloud architecture issues
• 1 hour’s consulting and accompaniment / month (account manager)

Corporate Support

This level increases the assistance quotas, includes tailor-made technical assistance and guarantees even quicker response times:

• Maximum 1-hour response time during office hours
• Max. 15-minute response time for emergencies (24/7) in the event of an infrastructure problem requiring the intervention of Infomaniak
• 1 hour’s technical assistance / month for operational, technical or cloud architecture issues (technical account manager)
• 3 hour’s consulting and accompaniment / month, tailored to your needs (account manager)

How does it work?

Activating Premium Support takes very little time and requires an initial subscription of 6 months. Simply order the desired level of support via the account containing the products to be covered. If you accompany several customers to be covered, you will need to order one offer per customer.

A dashboard with account managers then makes it possible to open tickets, initiate priority calls and access the emergency procedures.

• Find out more about Premium Support
• Compare the prices of the offers
• Contact the Infomaniak support team