Synology Premium Support Service 5-year License

Synology Premium Support
Premium Support is Synology's enhanced support offering for users who require faster, more advanced assistance. It provides priority ticket handling, direct contact with senior support engineers, and 24/7 coverage to minimize downtime and resolve issues quickly.

The service includes advanced troubleshooting, remote sessions, and expedited hardware replacement for supported devices. Designed for critical environments, Premium Support ensures systems get the attention and expertise they need.

Coverage detail
The details below specify how Premium Support is licensed, activated, and applied to eligible devices.

Device-specific licenses
Each Premium Support license is tied to a single Synology device. A separate license must be purchased and activated for every device requiring coverage.

License activation requirement
Support services only become available once the license has been properly registered and activated through the Synology Account portal. Unactivated licenses will not receive support.

Warranty-based hardware replacement services
Hardware-related services, including RMA and advanced replacement, are only available for devices that are still under their original warranty or enrolled in Extended Warranty Plus.

Premium Support services
The Premium Support plan offers enhanced services tailored for enterprise environments, delivering faster response times, expert-level support, and priority hardware handling.

Priority support
• All support tickets are placed in a priority queue for faster handling
• Users receive a guaranteed response within 4 hours of ticket creation
• Requests are handled directly by senior support engineers for quicker resolution

Advanced troubleshooting and configuration
• Support includes guidance on configuring Synology NAS systems, focusing on storage setup, connectivity, and system-level settings
• Users receive general direction and best practices for configuring core features like security and backup
• Engineers provide proactive recommendations and best practices to prevent future issues

Remote assistance
• Scheduled remote sessions are available to diagnose and resolve issues in real time
• Support engineers can provide configuration guidance through screen sharing sessions
• Remote access allows for fast and efficient troubleshooting, minimizing the need for back-and-forth communications

Hardware management
• Advanced hardware replacement allows eligible users to receive a replacement unit before returning the original
• RMA requests are handled with expedited shipping options, including next business day delivery where available
• Synology manages the entire hardware replacement process to minimize downtime and disruption

Plan duration and coverage
Premium Support is available as a flexible add-on service based on the user's needs.

Each plan includes the following terms
• 5 year Duration plan, with each license covering one Synology device
• Support applies only to the specific device registered under the active license
• Users receive a notification 30 days before expiration to help ensure uninterrupted service