Limits of Synology support via Infomaniak

This guide details the support offered by Infomaniak concerning its Synology offer.

Indeed, it is important to clearly distinguish between the services offered by Infomaniak and those offered by Synology. Infomaniak focuses on the hardware management of Synology servers, while Synology focuses on the development and support of their operating system and software. In case of any software issue, it is therefore recommended to contact Synology Support directly for proper assistance.

Hardware vs Software

Infomaniak is a company that provides hosting and server management services. In the case of Synology NAS, Infomaniak only provides the hardware part of the servers, also called "hardware". This means that the company focuses on the physical management of the server and not on the software or system management, taking care of several tasks related to the establishment and maintenance.

Implementation of Synology in our datacenter

First, Infomaniak installs the server in its datacenter, which is a datacenter designed to store and manage servers and data. 

Installing hard drives

Next, Infomaniak installs the hard drives in the server, which allows data and files to be stored.

Change of hard drive

Infomaniak can also change a hard drive if necessary. This may be necessary if the hard drive fails or an upgrade is needed to improve server performance. In this case, Infomaniak replaces the defective or obsolete hard drive with a new hard drive and configures the system so that it operates correctly.

Restarting Synology (hardware reboot only)

In addition, if a hardware restart is necessary to solve a problem with the server, Infomaniak can also perform this task. Hard reboot is a complete server reboot process, which requires physical intervention on the server itself. Infomaniak is able to carry out this type of restart in complete safety to avoid any loss of data.

Resetting Synology

Finally, Infomaniak can reset the NAS if necessary. This involves deleting all data and files present on the server to reset it to its default settings. This procedure is sometimes necessary to solve technical problems or to prepare the server for further use.