Synology America has announced an updated multi-tier technical support program, featuring a new complimentary tier called Synology Advanced Support. This new offering reflects the company’s continued commitment to delivering a more responsive support experience for customers of all sizes.
The updated support program introduces five enhanced support options: one new complimentary tier, Synology Advanced Support, and four paid tiers: Synology Response Basic, Priority, Premier, and Elite. Synology Standard Support remains available to all customers, including access to experienced technical support engineers through the Synology Support Center, chat, or phone.
For eligible customers, Synology Advanced Support is provided at no additional cost with all Synology Plus series NAS devices and above in the U.S. and Canada, including the upcoming neo+ release. Coverage is available weekdays from 6 a.m. to 5 p.m. PT, with a guaranteed four-hour response time, excluding weekends and major holidays.
Synology Response Basic is a paid offering that can be purchased and activated per device across all hardware lines, including Bee and J/Value series, in the U.S. and Canada. It provides 24/7 coverage with a guaranteed four-hour response time and priority handling of support issues.
Together, these support options provide greater flexibility for customers across a range of use cases, from personal data storage and creative projects to home offices and growing businesses, while providing additional support options for organizations with more demanding environments.
“Over the years, we’ve seen how customers of all kinds—from home users and enthusiasts to small businesses and larger organizations—rely on Synology to protect and manage their data,” said Vice President of Technical Operations and Support at Synology America, Steven Peters. “When something goes wrong, customers want timely and dependable support that addresses their needs when it matters most.”
Deployment and Regional Availability
All paid tiers are available starting today, with Synology Advanced Support expected to launch later this year. Support options are subject to the following regional limitations:
Service tier Pricing Available to Available locations Standard Support Complimentary All users North and South America Synology Advanced Support Complimentary Plus (+) series and above: individuals, home office, or SMB U.S. and Canada Synology Response: Basic Paid All customers with an active service plan U.S. and Canada Synology Response: Priority, Premier, & Elite Paid Enterprise users U.S.
To learn more about Synology Response and available support options, please contact Synology through the Media Contact Form.
About Synology
Staying at the forefront of data management, Synology innovates and adapts to ever-evolving technologies, and continues bringing new possibilities to the table, including but not limited to solutions for data storage and backup, file collaboration, video management and network infrastructure – all designed with one goal in mind – presenting a centralized platform to simplify IT administration while driving digital transformation for businesses worldwide.
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