FAQ - Frequently Asked Questions

Customer Responsibility — Terms of Use — Settings

Email Setup & Configuration

How do I access my email account in the browser?
What are the configuration settings for the email client?

The parameters for configuring your email addresses are identical on any device:

  • Incoming server (IMAP): mail.infomaniak.com
  • IMAP port: 993 SSL/TLS (recommended)
  • Outgoing SMTP server: mail.infomaniak.com
  • SMTP port: 465 SSL/TLS (recommended)
  • Username: The full & complete email address
  • Password: The one assigned to your email address
  • Authentication: required for receiving and sending emails

Your admin interface password can be different to your email password!

To change your passwords:

  • Login to ksuite.infomaniak.com/mail/
  • Manage My Account → Manage password → Change admin interface password
  • Manage My Account → Manage password → Change email address password

Setup guides & apps:

Where can I find useful official Infomaniak links?
What are the important security notices for email?
  • For secure data encryption, always use Secure SSL/TLS connections.
  • To avoid losing data, it is important to regularly back up important or sensitive messages and attachments on your personal storage device.

Useful Links:

Where can I download Infomaniak email apps?

Customer Responsibility & Terms

Where can I find Infomaniak legal documents?
What are my responsibilities as a customer?
As a customer, you are responsible for the content hosted on your server, compliance with applicable laws, regular backups of your data, and keeping your access credentials secure.
Who is responsible for website content?
The customer is solely responsible for all content published on their website, including text, images, videos, and any user-generated content. This includes ensuring compliance with copyright laws and data protection regulations.
What happens if I violate the terms of service?
Violation of terms of service may result in account suspension or termination. Infomaniak reserves the right to take immediate action if illegal content is detected or if the account poses a security risk to other users.
Am I responsible for backing up my data?
Yes. While Infomaniak maintains server backups for system recovery purposes, you are responsible for maintaining your own backups of all website data, databases, and email content.
What should I do if my account is compromised?
Immediately change all passwords, contact Infomaniak support, review recent account activity, and enable two-factor authentication if not already active. Check for any unauthorized changes to your website or email settings.
Can I transfer my services to another provider?
Yes. You own your data and can transfer services at any time. Infomaniak provides tools and documentation to help with migrations. Ensure you maintain service continuity by keeping your account active until the transfer is complete.

WDRP & Withdrawal Policy

What is the withdrawal right of purchase (WDRP)?
Under Swiss law, customers have a 14-day withdrawal right for online purchases. This applies to hosting services and domain registrations, provided the service has not yet been activated or the domain has not been registered.
How do I exercise my withdrawal right?
Contact Infomaniak support within 14 days of purchase via email or support ticket. Provide your order number and clearly state your intention to withdraw. Refunds are processed within 14 days of receiving the withdrawal notice.

General Questions

What services do you offer?
We offer comprehensive web development services including custom website development, web applications, Swiss-based hosting, cybersecurity consulting, GDPR/nFADP compliance, and SEO optimization. Each project is built from scratch using clean, maintainable code—no WordPress or page builders unless specifically requested.
Do you work with WordPress?
While we can work with WordPress if specifically requested, our preferred approach is custom development using vanilla PHP, modern JavaScript, and CSS. This results in faster, more secure, and easier-to-maintain websites without the overhead of unnecessary plugins and themes.
What makes your approach different?
We write clean code from scratch, host exclusively in Switzerland with ISO-certified data centers, and build GDPR/nFADP compliance into every project from day one. No bloated frameworks, no third-party tracking, and no forcing your business to adapt to generic templates—each solution is tailored to your specific workflow.

Pricing & Timeline

How much does a website cost?
Project costs vary based on complexity, features, and requirements. A static showcase website starts around CHF 460, corporate sites begin at CHF 1,500, and custom web applications start at CHF 3,500. Use our quote calculator for an instant estimate, or contact us for a detailed proposal.
How long does it take to build a website?
Timelines depend on project scope. A simple showcase website takes 2-3 weeks, corporate sites typically require 4-6 weeks, and complex web applications can take 8-12 weeks or more. We provide realistic timelines during the planning phase and keep you informed with regular progress updates throughout development.
What is included in the price?
All quotes include development, testing, deployment, and initial training if needed. Hosting, domain registration, ongoing maintenance, and SSL certificates are typically separate annual costs. We provide transparent pricing breakdowns so you know exactly what you're paying for—no hidden fees.

Technical & Hosting

Where is my website hosted?
All hosting is based in Switzerland at Infomaniak Network SA's data center in Geneva. The facility is certified to ISO 27001, ISO 9001, ISO 14001, and ISO 50001 standards, with 24/7 monitoring, 100% renewable energy, and full data sovereignty under Swiss jurisdiction. Your data stays in Switzerland.
Is GDPR/nFADP compliance included?
Yes. Full GDPR and Swiss nFADP compliance is built into every project from the start—not added as an afterthought. This includes proper data handling, privacy policies, cookie consent where required, and technical implementations that meet both EU and Swiss legal requirements.
Can I host elsewhere or move my site later?
Yes. Your website is your property. While we recommend Swiss hosting for security and compliance, you're free to host wherever you choose. If you decide to move later, we provide all necessary files and documentation. The code is clean and portable—no vendor lock-in.
What about website security?
Security is fundamental, not optional. Every project includes: SSL certificates, secure coding practices, protection against common vulnerabilities (SQL injection, XSS, CSRF), regular security updates, and server-level hardening. For clients requiring advanced protection, we offer cybersecurity consulting and ISS best practices implementation.

Process & Support

How does the development process work?
We follow a structured five-phase approach: (1) Requirements Analysis—understanding your needs, (2) Architecture & Planning—technology selection and timeline, (3) Iterative Development—progressive builds with regular check-ins, (4) Testing & Optimization—comprehensive validation, and (5) Deployment & Support—launch and ongoing maintenance. You're involved at every stage.
Can you update content after launch?
Yes. For sites with CMS functionality, you can update content yourself through an admin interface. For static sites or technical changes, we offer maintenance packages starting at CHF 160/year for security updates, or CHF 180/year for full hosting with backups and SSL management. One-off updates can be quoted separately.
What happens if something breaks?
For clients on maintenance plans, we provide monitoring and rapid response to critical issues. For all clients, we're available for emergency support. Because we write clean, well-documented code and maintain Swiss-hosted infrastructure, problems are rare—but when they occur, we resolve them quickly.
Do you provide training?
Yes. If your project includes a content management system or back-office interface, we provide comprehensive training as part of the deployment phase. Training is tailored to your team's technical level and covers all features you'll need to manage your site independently.

Still Have Questions?

We're here to help. Get in touch and we'll answer any questions you have about your project.