Infomaniak Network SA Reviews 

The best free email service (and more) that I’ve managed to find.
Including in terms of confidentiality, services provided, location of infrastructures and independence from information laws.

Infomaniak's products seem promising, but their customer service is disappointing.

I was charged twice for my 1TB storage on October 25. Although the storage was eventually activated, I'm still waiting for a refund. Despite multiple emails and follow-ups, I've received no meaningful response after 9 days.

I even tried calling their Swiss support number at expensive international rates. The estimated wait was 7 minutes, but after nearly 20 minutes, nobody had answered.

Getting charged twice is frustrating enough, but being completely ignored by customer support makes it even worse.

Great looking product, but unacceptable customer service. Not a good first impression.

I am using the web hosting service, with standard PHP apps, custom PHP apps, a "standard" Node.js app and a custom Node.js app. The service is very good. The support is outstanding, not always fast but very high quality.

The support team is highly efficient and skilled. I’ve raised support tickets several times and always felt that they understood the problem well and were efficient in resolving it.

I used Infomaniak as a calendar server.
I synchronized with caldav to mobile phones.
Installation was very hard to find the correct settings.

At first it seems to work well.
But synchronisation took very long.
And very bad: when I worked only in the infomaniak calendar website (so without syncing), there were errors regularly, about each day one error: missing events, events moved, wrong event duplicated, duration of an event was changed.

So I moved to another calendar host.
At first I exported the calendars by the infomaniak.com export, but in that export a lot of events were missing.
After that I exported with a mobile phone agenda, that worked well.

My business domain, a six-letter .com, was registered with Infomaniak. Without warning, the domain went offline. By the time I noticed, it was already in the redemption period, and I'm now close to losing it.

To get my own domain back, Infomaniak is demanding a premium redemption fee on top of the normal renewal. When I tried to dispute it, I found I can't even talk to anyone without paying for premium support.

So I opened two tickets. More than a week later, neither has been answered. My business is still down, and I'm about to lose my .com domain.

I've kept domains at Namecheap for years and never had anything like this happen. Taking a customer's domain offline without warning, charging a premium to renew a domain they rely on, and then charging again just to reach support is a level of grift I haven't seen from any other provider.

This is completely unethical. It's the opposite of the fairness and trust Infomaniak claims to stand for as a Swiss company.

If your business depends on its domain, I'd strongly advise against using Infomaniak. As soon as this is resolved, I'll be moving every service I have away from them.

I purchased a web server product from Infomaniak and on my first issue transferring my websites I was unable to contact support - I am trying to cancel my account and obtain a refund but I cannot get through to support - I opened 3 support tickets and no response - I cannot get a refund - this company is not to be trusted.

In consultation with denic.de, the provider delays the verification of simple changes to registrant information by weeks. In addition, domains or websites temporarily or permanently disappear from the Infomaniak Manager, as if they had been deleted.

En accord avec denic.de, le prestataire retarde de plusieurs semaines la validation des simples modifications apportées aux informations du titulaire. De plus, certains domaines ou sites web disparaissent temporairement ou définitivement de l'Infomaniak Manager, comme s'ils avaient été supprimés.

In Absprache mit denic.de verzögert der Anbieter die Verfizierung von einfachen Änderungen an den Registrantenangaben um Wochen. Zudem verschwinden Domains oder Websites vorübergehend oder dauerhaft aus dem Infomaniak Manager, als wären sie gelöscht worden.

First of all, I am a long time customer of Infomaniak, using the Jelastic Cloud. In terms of system stabilitiy, it has a good track record at Infomaniak.

But I do want to express my dissatisfaction with the current Support system.
It's a nightmare to file a ticket these days. You have to go through chatbots / questionares twice (which can dissapear or get stuck in the workflow) just to file a support ticket. Once you have ticket in the email, you cannot go to the ticket (only reply) but tries to lure you to a link to the close the ticket. If you log in to the customer section, can only access the ticket via a chatbot like interface. Quite annoying.
So, dear Infomaniak, please improve your support system.

Down again .. this time 504 Gateway Time-out...
Just bluntly down ..
It happenes too often if you are running a business.. maybe as a private its okay

Excellent services, quick answers to questions (I really am not a geek !!!), clear tutorials, and most importantly EURIA - ethical, ecological and super efficient AI !!! Go for it.

UPDATE: Nice to discover that they have a feedback address (thanks to their reply below). I probably should have sent my suggestions to that rather than support, admittedly. Have increased my stars from 2->3.
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I really wanted to write a good review for a company that seems to take sustainable computing seriously. But my first few days with it were not good.

The setup is diabolical. I wrote to their support after spending 5 hours setting up a simple web hosting and asked them twice to pass on my feedback to the onboarding team. They wouldn't! Most companies would pay for detailed UX feedback...!

So: you can save yourself 4hrs (and in my case gigabytes of wasted uploads from Scandinavia) by noting the following:

- the sign up initially refuses to help you if you have an existing site. You have to hunt around for a little disclosure triangle to proceed
- the setup wizard hides the site upload path (that's essential) under advanced options
- failing to enter it (because you can't find it) uploads your site in the wrong part of the system - by default!
- when you try to find why all you're seeing is obtuse error messages the instructions oscillate between telling you to put things in "sites" or "www"
- their own AI Euria tells you the wrong place, and gives you the wrong preview address to view your site. You might find it under some obscure "advanced" tab
- weird English instructions tell you to "consulting the guide" but then pop it up under the same window so it can't be accessed without it disappearing.
- broken links from the homepage is not a good sign on a webhost! (eg. "our ecological commitments")
- the names suck ... I mean yeah you can get one brief giggle out of "Urea" (the AI) and Nymphomaniak but then what? ... they're never going to attract a big customer base like that. And K-Suite? I don't want to guess ... but unless it's really rude it sounds more like a sugary breakfast cereal.
- their nameservers didn't work (my site went offline) maybe because I deleted something essential when trying to mop up after uploading to the (wrong) directory courtesy of Urea so I lost another hour getting the A/AAAA name solution to work.
- I wrote to support Saturday morning and heard from them Tuesday. Compare that to Bunny, who get back to you within hours if it's urgent.

And as I say Support refused to pass on my sign up chronicle of failures as feedback ... these guys apparently don't want to learn anything from customer experiences to improve things (which might save other poor customers 5 hrs of their lives) so I have doubts I'll stick around past my initial 30 days.

Unfortunate, as they really do seem to be interested in whole-picture sustainable hosting...

Update2: support tell me I'd need to pay a little extra to use their nameservers; that's why they weren't working. (Hmm, not sure why you wouldn't include that in a plan ... but okay)

The web administration interface is chaotic, confusing, buggy, slow and the back-end often crashes with HTTP 500 errors.

The API documentation is poor, often wrong, with missing or unrelated copied/pasted elements. Most user API functions only apply to the currently logged-in user, and therefore useless for managing your users as an admin.

It looks like a work in progress from an intern, or perhaps a team under pressure dealing with a huge technical debt, not a professional suite.

When the questions are a little more advanced, the support is barely competent. When it is competent, it comes with far-fetched explanations just to avoid recognising bugs.

There are no professional tools to help in migration process, just plain wiki page with basic information, like most of them. Some API calls exist, but the most useful ones are crashing most of the time.

The IMAP features are very basic, and some crucial features are missing, like IMAP specials folders advertisement. No virtual folders, like "All", "Unread", "flagged" etc. No shared folders, no dedicated namespace for accounts delegation.

There is a hard limit in the number of tickets you can create, and you must subscribe to a "premium" support offer raise more tickets or get an answer.

EDIT1: No answer from the feedback email address below, not even an acknowledgment of the details issues I sent.

EDIT2: I finally got a call, with a tech support manager, who was able to reproduce and investigate the temporary issues we had so far. I will update the review accordingly.

EDIT3: After a month of use, still loads of issues on the API, and no real will on IK side to fix them.

All services like mail, contacts, calendar, storage and meetings are included in one package with a fantastic price.
They also have a linux and android client for syncing the storage (kdrive).
I am using their servies for over a year now and so far I have not encountered a single problem and therefore never needed to contact support. Hence i cannot say anything about their support.
But for me this is the perfect solution to get out of big tech (google, microsoft).

I subscribed to a premium service then realized I didn't need it. I contacted the support to restore the service to standard (the free version). They not only did so after a few hours, but also reimbursed my costs in full.

It is frustrating how unqualified the support is.
Why do I need to explain them how domains and dns is suppose to work?

Really does not give me confidence in that they really know what they are doing or are capable of providing a reliable and secure service.

*update*
Customer service was very friendly, and solved the problem accurately and accordingly. As always in a friendly tone. I updated the review from 2 to 5 stars. Why? Because the products/services are very solid and I wish for other people to find Infomaniak.
However i do hope they find a solution to the speed of their customer service, because that’s a very big deal in the long run.

*original review*
The services that they offer are great. I am a very satisfied customer. However, the customer service is probably the worst I have ever encountered. It’s absolutely ridiculous. Many cases you wait at least 2 weeks to get a response…

So i was using Ksuite Pro, but wanted to switch to Ksuite + because there you can get 6tb storage.

To my surprise I was already charged with the full sum for next year, two weeks in advance before my subscription ends.

A bit surprised by this, i decided to immediately buy the Ksuite+ so that i could copy the drive files from the pro to the Ksuite + account.

Now i have two subscriptions but eventhough my KsuiPro has been terminated, by me two weeks before end date, there is no automatic refund or any way to get my money back.

So practically i lose two weeks that i paid for my Ksuite Pro and i need to go through the hassle of asking for a refund.
I contacted customer service about this but 4 days in and no response. Just like always…

Such a shame because the products are great.

I want to give these guys a 5 star review but they have some key failings.

As a web developer and designer I came to Infomaniak because they had a host of solutions that challenged the big tech giants. Zoom? I switched to K Meet and it was cheaper. Dropbox - I switched to KDrive and it was cheaper AND I got more storage space!

The AI claims to be an eco friendly AI bot - heating homes instead of using precious water. Amazing!

But where it fails is the lack of support. If you don't pay for support (ahem hello I'm already paying...) it can take over a week to hear anything from them if at all.

I was trying to get a client's Newsletter system set up with them, I tried everything, and failed to get the website and newsletter system to communicate, I eventually emailed support and asked for a refund ... miraculously the problem then was resolved!!!

Now I'm a little further down the line and I'm trying to use the Newsletter system because again it's cheaper! But there are just some big flaws with it. I couldn't get test emails to send, so I'm having to use paid for credits to send to my test emails so I can actually see what I've created. You might think you're designing what you're sending - but from my test emails, I'm having to make adjustments blind because I can't see an accurate representation of what the newsletter will actually look like.

It feels like in some cases things are cobbled together and they've not bothered to do any testing on it at their end and so using their clients to test it - which would be fine if I could get hold of support!

My final gripe is simply navigating through the ecosystem of apps. I get that they have a lot going on but my god I find it hard to navigate around and find what I'm looking for. There's just something about it that's not user friendly. There's also many instances where the UI has not been translated so you have to know a bit of french to navigate around!

Again, I so WANT to give this company a better review, and I am holding out on them improving over time as I love their ethos and what they are trying to do. But with support being so incredibly unreliable and the UX being frustrating - I really can't. I want to recommend all my clients to move to Infomaniak - please make it easier for me to do so!

I have just started few weeks ago my account with infomaniak and I must say...I like it pretty much. Congratulations to the infomaniak team for the great work! The only thing I am missing in the whole package is something like Google notes. Anyway, it's my first step Into de-googling / de-microsofting and so far I am very happy to have opted for infomaniak 🙂

Kompetenter, freundlicher Support via Email. Die Migration wurde zeitnah ausgeführt und meine Fragen beantwortet. Herzlichen Dank!