Knowledge base
1000 FAQs, 500 tutorials and instructional videos. Here, there are only solutions!
Understanding the limits of Synology support by Infomaniak
This guide details the areas of intervention regarding the Infomaniak NAS Synology offer.
In case of difficulty, the Infomaniak support intervenes exclusively on the hardware part; for any question 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 Infomaniak services 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 Intervention Scope (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 issues or prepare for new use.
Link to this FAQ:
Has this FAQ been helpful?