Synology Care - new support service for mission-critical businesses
With Synology now moving into the enterprise segment of the market, especially with the official rollout of the new PAS7700 active-active device just a few months ago, the company has started to offer a new support service in selected European countries called Synology Care.
Luka Manestar
Luka Manestar
This service will be available in four tiers, starting with the top one, Tier III, called Mission Critical.
This tier will offer comprehensive, mission-critical support designed specifically for enterprises operating active-active storage environments. The service portfolio includes coverage for both PAS and PAX systems, ensuring seamless support regardless of the infrastructure configuration.
Tier III will operate with 24/7 coverage and maintain a 2-hour first response time target, minimizing downtime and keeping business operations running smoothly. For critical issues requiring immediate intervention, Synology will provide a 4-hour on-site RMA service to restore maximum service continuity with minimal disruption to your business.
To further safeguard valuable data assets, Synology Care will offer an optional Keep Your Hard Drive add-on that provides enhanced data security and compliance with organizational policies.
On top of this, the enterprise gains access to a dedicated suite of support resources, including:
- Business-hours emergency hotline for urgent issues
- Technical Account Manager for personalized strategic support
- Regular technical meetings to optimize your infrastructure
In terms of availability, this comprehensive support offering is available through Synology's network of authorized channel partners, ensuring we receive expert implementation and ongoing support from trusted providers in selected regions.
The pricing for Tier III will be 10% of the system price per year, so for example, around 7.000-8.000€ for the initial PAS7700 configuration.
Mission Critical Tier III summary
- Mission-critical support for enterprises running Synology active-active storage
- Available for PAS and PAX systems
- 24/7 coverage with a 2-hour first reply target
- 4-hour on-site RMA for maximum service continuity
- Optional Keep Your Hard Drive add-on for enhanced data security
- Includes business-hours emergency hotline, Technical Account Manager, and technical meetings
- Available through channel partners
Apart from the top Tier III care support, Synology plans to roll out three (3) more tiers targeting other product lines with various offerings for each.
Tier I and 0 covering almost all other business segments like SMB
Pro Tier II summary
- Advanced support for SMEs running business-critical rackmount infrastructure
- Available for all rackmount models
- 24/7 coverage with a 4-hour first reply target
- Next Business Day RMA for faster recovery
- Optional Keep Your Hard Drive service for greater data control
- Includes emergency hotline, Technical Account Manager, and technical meetings
- 3/5 years support pack, Tier II is based on system value, with multiple levels starting from 20k to 200k€.
- Available through channel partners
Core Tier I summary
- Business support designed for medium-sized enterprises seeking dependable day-to-day protection
- Available across the full Synology product portfolio for maximum flexibility
- 24/7 support coverage to keep your business running with confidence
- Direct RMA service for faster and more convenient issue resolution
- Predictable first reply target of 8 hours for timely assistance
- Straightforward direct purchase model for easy service adoption
Essential Tier 0 summary
- Reliable business-class support from Synology, designed for organizations with essential support needs
- Included with selected high-performance rackmount solutions, including FS, UC, SA, HD, XS, XS+, and DP series
- Built-in service value at no additional cost with eligible products
- Responsive first reply target of 8 business hours, depending on service availability and support demand
As mentioned before, it will be available only in selected markets, specifically in major cities, for the following countries:
Western Europe
- United Kingdom
- France
- Germany
- Belgium
- Netherlands
- Switzerland
- Austria
Central & Eastern Europe
- Poland
- Czechia
- Croatia
- Slovenia
- Romania
- Lithuania
- Estonia
- Ukraine
Southern Europe
- Spain
- Italy
- Greece
Eurasia
- Turkey
- Kazakhstan
More countries will and can be added on request after evaluation by Synology GmbH (Germany), as an entity that also sells Synology Care. Once again, the Care service is not sold or maintained by Synology Inc., and it is not a worldwide offering.
