Partner Support
If you are not able to solve a problem or incident that occurs with your customer within the scope of your 1st level support, Infinigate provides an escalation level partner support in English and German.

Support cases are generally opened by e-mail to support@infinigate.ch. Support cases with priority P1 or P2 (*see support priority chart) can be opened directly by calling +41 41 799 01 01.

Tickets are processed by our support team from Monday to Friday between 08:00 to 12:00 o’clock and 13:15 to 17:30 o’clock with the exception of public holidays. A first reaction usually occurs within two working hours after receipt of the support request, in most cases even faster.

legend support priority

P1 - Critical | Failure of the entire infrastructure in all areas, business-critical situation
P2 - Major   | Failure of individual business-critical components or services, no workaround available or not reasonable
P3 - Major   | Failure of individual components with minor impact on operations, workaround available and reasonable
P4 - Low     | Technical information, licence and configuration request Translated with www.DeepL.com/Translator (free version)