Limits of Synology Support via Infomaniak

This guide details the support offered by Infomaniak regarding the Synology NAS offer.

It is important to 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 software-related issues, it is recommended to directly contact Synology support for appropriate assistance.

Hardware vs Software

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

Setting up Synology in our datacenter

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

Installation of hard drives

Next, Infomaniak installs the hard drives into the server, which allows for storing data and files.

Hard drive replacement

Infomaniak can also replace a hard drive if necessary. This might be required if a hard drive fails or if an upgrade is needed to improve server performance. In such cases, Infomaniak replaces the faulty or outdated hard drive with a new one and configures the system to function properly.

Rebooting Synology (hardware reboot only)

Additionally, if a hardware reboot is necessary to resolve an issue with the server, Infomaniak can also perform this task. Hardware reboot is a complete restart process of the server, which requires physical intervention on the server itself. Infomaniak is capable of safely carrying out such reboots to prevent any data loss.

Resetting Synology

Finally, Infomaniak can reset the NAS if needed. This involves wiping all data and files from the server to reset it to its default settings. This procedure is sometimes necessary to resolve technical issues or to prepare the server for new usage.