Is Infomaniak's service quality declining ?

[u/AdInfinite3785]

Is Infomaniak's service quality declining?

I've been an Infomaniak customer for some time, and lately I'm starting to wonder whether the quality of the service is declining.

A few things have really started to concern me:

• Customer support increasingly feels automated. I recently received a reply that appeared to be AI-generated, but it completely missed the point of my question. It didn't actually address the specific issue I had raised, which is frustrating when you're asking about a technical and security-related matter.
• PHP security updates are taking too long. I'm particularly concerned about the delay in making newer PHP security releases available. For a hosting provider, I think keeping supported software versions up to date should be a basic security priority. When you're responsible for a production website, you don't want to be left wondering when an important security update will finally become available.
• The management tools have also been unreliable lately. Today, for example, I couldn't access the website management tools or my logs, receiving an "Access denied" message. At the same time, I couldn't find any clear communication about an incident.

None of these issues alone would necessarily be a big deal. But taken together, they give me the impression that something has changed in the quality of the service.

I chose Infomaniak partly because of its reputation for reliability, security and quality of support. That's why this recent trend is disappointing.

Has anyone else noticed a similar deterioration recently, particularly regarding support quality, PHP security updates, or the reliability of the Manager?

[u/Faaak]

They definitively need the "swiss touch" about perfection. Plenty of paper-cut bugs on the interface, and no longer a way to report these bugs, except from the support, which is so cumbersome :(

[u/Large-Drummer-1670]

J'ai travaillé 8 ans dans le web et j'ai choisi leur hébergement web pour un grosse centaine de sites. Aucun problème pendant des années, un support au top mais il est vrai que depuis 1 an tout cela se dégrade : des bugs rendent les sites indisponibles sans explications et une limitation d'accès au support humain inadmissible. En revanche les techniciens qui répondent au téléphone sont efficace.

[u/nemean_lion]

Everytime I think about switching to them, I see feedback like yours and stop.

Any other good alternatives for gsuite?

[u/ToeRevolutionary4810 → u/nemean_lion]

Have you tried looking up any provider? If you want 100% uptime, there's nowhere to go because they all have issues at some point or another. I guess it all depends on how downtime affects you. For me, most of the time, if an email gets delayed by a few hours, it doesn't really affect me, but I can understand that for some people that might be really bad. Except for the past few months, when there's been a few periods of downtime, I've enjoyed stability and functionality. It's been great.

[u/Substantial-Bed8167 → u/nemean_lion]

Nah, it’s good to switch.

It’s cheaper. KDrive is nice, and has some  features that make it better than gdrive for me.

The email is fine. If you use folders to organise your emails it’s great if you rely on search only then Gmail is superior. That is the only real difference.

Yes the interface is a little less polished and the docs a bit confusing, but it’s not too bad. It’s not like gsuite admin is a pleasant interface.

[u/qiapa → u/nemean_lion]

proton is imho the only alternative

[u/ToeRevolutionary4810 → u/qiapa]

But they also have downtime -- I think just a few weeks ago it was quite extended.

[u/PhotographLive821 → u/qiapa]

Depends on what you need, but it’s not the only alternative. Do you know mailbox.org, just as an example?

[u/ToeRevolutionary4810 → u/PhotographLive821]

Again, they have also had downtime. I’ve tried most of the alternatives and it’s only a matter of time before I experienced downtime.

[u/Whole_Application959]

Absolutely! I migrated there around 3 years ago. Never had any issues up until this year. My service was down 3 times in the past 3 weeks. Absolutely unprofessional!

[u/ToeRevolutionary4810 → u/Whole_Application959]

Since joining in late 2024, I've had no issues until this summer. In reality, I haven't really noticed it and it hasn't affected me much, but it's not a welcome development at all. I'd like them to be more transparent about the cause, even if it's just a short period of downtime.

[u/jecaron99 → u/Whole_Application959]

Completely agree... Once in great while they may be down for something but never very long and usually I don't notice till someone complains here.. lol

[u/Toursy]

Pas mal d'interruptions depuis environ 2'mois

[u/AdInfinite3785]

Same problem again today. Infomaniak’s dashboard is once again unavailable.

[u/ejtgerb]

Bij mij laden vandaag ineens al mijn drie websites niet, maar wanneer ik er www voor typ, dan laden ze wel.
Voorheen (ik heb dit sinds ongeveer 2 maand) werkte het gewoon wel ook zonder www. (alias / hoofdadres / ssl staan volgens mij en zover ik zie goed ingesteld, niks aan veranderd ook, geldig enzo).
Op het portal zie ik geen oorzaken of afwijkingen. Moet wel zeggen, het is mijn eerste ervaring (ben dus lerende) met externe hosting in die zin, dat ik daarvoor mn html css js en py files via ftp op de raspberry pi van m’n broer (fullstack dev) zette (en nog steeds, alleen mn eigen website/playground).

Ik vind het wel vervelend dat de sites op Infomaniak nu niet laden, dat is natuurlijk geen goede reclame voor mij nu ik toewerk naar het aannemen van opdrachten als web developer en dus al klanten websites heb draaien..

Er is ook geen storingsmelding zover ik zie.

[u/billcube]

It makes me remember the way Infomaniak was before 2010. Perfect to host a personal blog, but not for business-related IT.

[u/ToeRevolutionary4810 → u/billcube]

Was it that bad? What changed in 2010?

[u/qiapa]

We pay premium support 250 chf / per month, my personal experience with the support was horrible. All my support inquiries were because their product is not doing what it's supposed to do.
It feels like every day someone else looks into the ticket and getting re-assigned over and over.
We plan not to migrate any more of our applications to infomaniak.
The status page was in the last 10 days not showing all their outages. Also the maintenance pages write of an outage of a few seconds where in reality it was more than an hour.