Synology Care – Support That Grows with Your Infrastructure

IT infrastructure is more than hardware. It’s the confidence that expert support is there when you need it most.

A well-designed IT infrastructure is almost invisible. Data is always available, applications run smoothly, users can work without interruption, and backups happen automatically in the background. It’s only when something goes wrong that the value of reliable support becomes truly apparent.

How quickly will the vendor respond to a support request? How long will it take to replace faulty hardware? Can you consult infrastructure plans with technical experts who understand your environment?

For organizations where business continuity depends on IT availability, these questions are just as important as performance, capacity, or scalability.

That’s why Synology introduced Synology Care, a new support program designed to match the level of service to the importance of your infrastructure. Instead of a one-size-fits-all approach, Synology Care offers multiple service tiers, ranging from standard business support to premium services for mission-critical environments.

Why support matters more than ever

Not long ago, infrastructure purchasing decisions were driven primarily by hardware specifications and warranty periods. Today, organizations expect much more.

Storage systems power virtual environments, business applications, surveillance platforms, backup infrastructure, and mission-critical workloads. As businesses increasingly operate around the clock, even a short interruption can result in lost productivity, service disruption, or significant financial impact.
At the same time, organizations face growing cybersecurity risks, stricter compliance requirements, and increasing expectations around service availability.

As a result, support is no longer measured solely by the length of a warranty. Organizations now ask different questions:

• How quickly will support respond?
• How soon can failed hardware be replaced?
• Is assistance available outside standard business hours?
• Can I consult infrastructure plans with experienced specialists?
• Are there services that help reduce downtime and improve data protection?

Synology Care addresses these challenges by extending traditional product support with service levels designed for different business requirements.

What is Synology Care?

Synology Care is a multi-tier support program designed for organizations of all sizes, from businesses operating a single NAS to enterprises running mission-critical storage infrastructure.

Depending on the selected service level, organizations can benefit from:

• technical support with up to 24/7 coverage,
• faster first response targets,
• enhanced RMA services,
• dedicated Technical Account Manager (TAM),
• technical consultation sessions,
• emergency support hotline,
• Keep Your Hard Drive service,
• on-site hardware replacement for eligible enterprise environments.

This flexible approach allows organizations to choose a support level that matches the criticality of their infrastructure while scaling services as business requirements evolve.

Four service levels designed for different business needs

Not every storage system plays the same role within an organization. A file archive has different availability requirements than enterprise storage supporting production systems or virtualization platforms.

For this reason, Synology Care is available in four service levels.

*Best effort. Available services depend on the selected Synology Care tier.

**Estimated availability. Launch timelines for Core and Pro are subject to change.

Synology Care is being introduced in phases. Mission Critical is available now, while additional service levels will be rolled out according to the program roadmap.

What are the benefits of Synology Care?

Faster access to technical support

When an issue occurs, every minute matters. Synology Care provides defined first response targets, allowing administrators to engage with technical support sooner and begin resolving issues faster.

Our goal is to make every first response meaningful. Rather than simply acknowledging a support request, our business support engineers aim to provide an initial assessment, actionable troubleshooting guidance, or clearly defined next steps toward resolution.

Depending on the selected service tier, first response targets range from 8 business hours to as little as 2 hours for Mission Critical environments.

Faster hardware recovery

Enhanced RMA services help minimize downtime by accelerating hardware replacement. Mission Critical customers benefit from a 4-hour on-site replacement service designed for environments where continuous operation is essential.

Greater control over sensitive data

Many organizations are required to retain failed storage media for compliance or internal security reasons.

Keep Your Hard Drive is available as an optional add-on for selected Synology Care tiers, allowing customers to retain defective drives while replacement hardware is provided through the support program. This is particularly valuable for public sector organizations, healthcare providers, financial institutions, and other regulated industries.

Expert guidance beyond technical incidents

Higher service tiers include access to a dedicated Technical Account Manager, providing organizations with ongoing technical guidance, not only during incidents, but also when planning infrastructure growth, discussing architecture, or reviewing best practices.

Support becomes an ongoing partnership rather than simply a response to technical issues.

Support that evolves with your infrastructure

Infrastructure requirements change over time. A support model that fits a growing business today may not be sufficient tomorrow.

Synology Care has been designed to scale alongside your environment, allowing organizations to select the level of support that best matches their operational requirements.

How do you choose the right Synology Care tier?

Match your support level to your business needs

When choosing a Synology Care tier, consider not only the hardware itself but also the role it plays within your organization.

Ask yourself:

• Would system downtime significantly impact business operations?
• Does your infrastructure support services that run 24/7?
• Are you required to retain failed storage media for compliance or security reasons?
• Do you need ongoing technical guidance as your infrastructure grows?

The more critical your infrastructure is to business continuity, the greater the value of a higher Synology Care service tier.

Mission Critical – the first phase of Synology Care

The Synology Care program is being introduced gradually, beginning with Mission Critical, designed specifically for PAS and PAX enterprise storage systems.

This highest support tier includes:

• 24/7 technical support,
• 2-hour first response target,
• 4-hour on-site hardware replacement,
• dedicated Technical Account Manager,
• technical consultation,
• emergency support hotline,
• Keep Your Hard Drive option.

Additional Synology Care tiers will become available in future phases, allowing more organizations to benefit from support tailored to their infrastructure requirements.

Service availability

Today, the Mission Critical tier is available in major cities across selected countries in Europe and Eurasia, including:

• Western Europe: United Kingdom, France, Germany, Belgium, the Netherlands, Switzerland, Austria
• Southern Europe: Spain, Italy, Greece
• Central & Eastern Europe: Poland, Czechia, Croatia, Slovenia, Romania, Lithuania, Estonia, Ukraine
• Eurasia: Turkey, Kazakhstan

Additional countries and locations may be added upon request following a service availability assessment.

Learn more about Synology Care

Synology Care is more than an extended warranty. It is a comprehensive support program designed to help organizations improve infrastructure resilience, reduce downtime, and select the level of service that best matches the importance of their IT environment.

Whether you’re managing a single NAS, a rackmount deployment, or enterprise storage infrastructure, choosing the right support level can improve operational confidence and help minimize business disruption.

Download the Synology Care overview

Want to explore the complete service portfolio, compare all support tiers, and learn more about program availability?

Need more information?

If you’d like to learn which Synology Care tier is the best fit for your organization or have questions about service availability, deployment, or supported products, we’re here to help.

Our specialists will help you choose the right support level and answer any questions about the Synology Care program and the solutions best suited to your infrastructure.