This guide details the scope of support for the Infomaniak Synology NAS offering.

Distinction between Hardware and Software

There is a clear distinction between Infomaniak's services and those of Synology. Infomaniak manages the physical infrastructure and maintains the servers, while Synology is responsible for developing and supporting its operating system. Any software malfunction therefore requires direct assistance from the manufacturer.

Infomaniak's Scope of Operations (Hardware)

Infomaniak's expertise focuses on the management of hardware and the physical sustainability of the infrastructure:

• Deployment in a data center: installation of the server in data centers optimized for security and high availability.
• Hard drive management: initial installation, replacement in the event of hardware failure, or upgrade to increase storage capacity. The system configuration is then adjusted to ensure service continuity.
• Physical restart (Reboot hardware) : manual intervention on the server in case of a system crash requiring a power outage, performed according to secure protocols to preserve data.
• Reset (Reset) : complete reset of the NAS to its factory settings, involving data deletion to resolve major technical issues or prepare for new use.