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Understanding the limits of Synology support by Infomaniak
This guide details the scope of intervention regarding the NAS Synology offer from Infomaniak.
In case of difficulty, the Infomaniak support intervenes exclusively on the hardware (hardware) part; for any questions related to the use of the DSM operating system or software, consult the official Synology help.
Distinction between Hardware and Software
A clear distinction exists between the services of Infomaniak and those of Synology. Infomaniak ensures the physical management and maintenance of the servers, while Synology is responsible for the development and support of its operating system. Any software malfunction therefore requires direct assistance from the manufacturer.
Infomaniak's Scope of Intervention (Hardware)
Infomaniak's expertise focuses on hardware management and the physical sustainability of infrastructures:
- Setup in datacenter: installation of the server in data centers optimized for security and high availability.
- Hard drive management: initial installation, replacement in case of hardware failure, or upgrade to increase storage capacity. The system configuration is then adjusted to ensure service continuity.
- Physical reboot (Hardware reboot): manual intervention on the server in case of a lockup requiring a power outage, performed according to secure protocols to preserve data.
- Reset: complete reset of the NAS to its factory settings, involving the deletion of data to resolve major technical problems or prepare for new use.