Synology Launches Synology Response, Tiered Support From Basic to Mission-Critical Coverage

BELLEVUE, Wash.--(BUSINESS WIRE)--Synology America today announced Synology Response, a support program that allows organizations to match their coverage to their systems’ tolerance for downtime. Every tier includes 24/7 technical support and a four-hour initial response commitment. Upper tiers add advanced hardware replacement and on-site technician service for mission-critical deployments.

Synology Response expands Synology’s standard support with four service levels, spanning lower-risk environments to mission-critical infrastructure:

• Synology Response Basic: standard warranty replacement with ground shipping
• Synology Response Priority: adds advanced hardware replacement services
• Synology Response Premier: adds on-site replacement by a Synology-authorized technician
• Synology Response Elite: adds same-day, on-site hard drive replacement; 24 hours a day, every day of the year, within supported coverage areas

“Business environments of all sizes demand support commitments that match how they actually operate,” said Steven Peters, Vice President of Technical Operations and Support at Synology America. “When something goes wrong, businesses need answers quickly, during the hours they run on. Synology Response is our commitment to meet that need.”

Synology Response follows the recent launch of PAS7700, Synology's first all-NVMe storage platform for enterprise workloads, and extends Synology's enterprise lineup from hardware to support.

“Investing further in U.S. enterprise customer support with four-hour response times and on-site service availability just makes sense,” said Will Davis, Vice President of Sales at Synology America. “Our customer base is expanding rapidly into larger, more critical deployments and they expect this level of service. We're simply meeting that demand.”

Availability

Synology Response Basic is currently available in North America. Synology Response Priority, Premier and Elite are available in U.S. markets only. Premium Support has been renamed Synology Response Priority; existing customers keep the same terms and conditions with no changes to their coverage.

For more information, download Synology Response Guide.

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.