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Understand the limits of Synology support by Infomaniak
This guide details the support offered by Infomaniak regarding the NAS Synology offer.
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 software issues, it is therefore recommended to contact Synology support directly to get 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 aspect of the servers. This means the company focuses on the physical management of the server and not on software or system management, handling several tasks related to setup and maintenance.
Setting up the Synology in the Infomaniak datacenter
First, Infomaniak installs the server in its datacenter, which is a data center designed to store and manage servers and data.
Hard drive installation
Then, Infomaniak installs the hard drives in the server, which allows for data and file storage.
Hard drive replacement
Infomaniak can also replace a hard drive if necessary. This may be necessary if the hard drive fails or if an upgrade is needed to improve server performance. In this case, Infomaniak replaces the faulty or outdated hard drive with a new one and configures the system to work properly.
Synology reboot (hardware reboot only)
Furthermore, if a hardware reboot is necessary to resolve an issue with the server, Infomaniak can also perform this task. A hardware reboot is a complete restart of the server, which requires physical intervention on the server itself. Infomaniak is able to carry out this type of reboot safely to avoid any data loss.
Synology Reset
Finally, Infomaniak can reset the NAS if necessary. This involves deleting all data and files on 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 use.