Priority technical attention
Eligible support requests receive priority handling, with issues routed by severity and access to experienced Synology support engineers through the underlying program.
PARADISE TECHNOLOGIES · BUSINESS STORAGE SUPPORT
Your storage is critical.
Your response plan should be, too.
Paradise NAS Response helps your business plan for Synology storage issues with priority technical support, remote assistance, and hardware replacement options matched to your systems.
Serving Key West and the Florida Keys. Coverage is quoted per eligible device.
PREPARE BEFORE THERE IS A PROBLEM
Keep a storage issue from becoming a guessing game.
A NAS can hold the files, backups, and applications your team relies on. Choose a response plan around the impact an outage would have on your business.
Remote troubleshooting
Scheduled remote sessions and screen sharing help diagnose issues and provide guidance on storage setup, connectivity, security, backup features, and system settings.
Replacement options
Choose coverage ranging from standard return authorization to advance replacement and eligible on-site hardware replacement, depending on the selected tier.
CHOOSE YOUR RESPONSE LEVEL
Four tiers. One business priority: uptime.
Each tier includes underlying 24/7 support and a four-hour initial-response commitment for qualifying tickets. Hardware benefits vary.
FOUNDATION
Basic
For lower-risk systems where standard hardware replacement is appropriate.
- Priority technical support
- Remote assistance
- Standard RMA process
- Basic ground shipping
Underlying program: North America
Request Basic pricingFASTER REPLACEMENT
Priority
For businesses that want a replacement unit sent before returning the failed unit.
- Priority technical support
- Remote assistance
- Advanced RMA
- Next Day Air shipping*
Underlying program: United States
Request Priority pricingON-SITE REPLACEMENT
Premier
For critical systems that need a technician for eligible hardware replacement.
- Priority technical support
- Remote assistance
- Next Day Air shipping*
- Eligible on-site hardware replacement
Underlying program: United States
Request Premier pricingMISSION-CRITICAL
Elite
For infrastructure where rapid replacement of eligible hardware is essential.
- Priority technical support
- Remote assistance
- Same-day on-site drive replacement*
- Next Day Air and eligible on-site unit replacement*
Underlying program: United States
Request Elite pricing*Shipping and on-site benefits apply only where available in the continental United States, subject to the agreement’s service windows, exclusions, device eligibility, and location. Next Day Air is a shipping service, not a guarantee of next-day restoration. Same-day drive service does not mean same-day NAS replacement. We confirm availability for your address before quoting.
Not sure which tier fits?
Tell us what your NAS supports, how long your team can work without it, and whether you have a tested backup. We can discuss an appropriate coverage level.
Discuss your requirements →FROM PLANNING TO SUPPORT
Know the next step before you need it.
Review your environment
Share the NAS model, serial number, warranty status, installation address, and the applications or files it supports.
Confirm and activate coverage
We confirm the proposed tier, eligible devices, duration, and service scope in your quote. The underlying license must be registered and active.
Report and document the issue
Follow your agreed support process. Qualifying manufacturer tickets must be submitted through the Synology Account associated with the covered device.
Troubleshoot and coordinate
The issue is assessed for remote assistance or eligible hardware replacement. The selected plan and agreement determine the available response.
Have these details ready when requesting help
Device model and serial number · Symptoms and error messages · When the issue started · Recent changes · Steps already taken · Relevant screenshots or diagnostic logs
Share logs and device details only through an approved support channel. Never send passwords by email.
CLEAR EXPECTATIONS
What your coverage depends on.
Paradise NAS Response is offered under the Paradise Technologies brand. The enhanced Synology support and replacement benefits described here are supplied through eligible Synology Response coverage. Your written Paradise Technologies quote defines any additional services we provide.
Our general office hours and contact channels are separate from the underlying program’s 24/7 support. A Paradise-branded plan does not, by itself, add an independent Paradise 24/7 phone or on-site commitment.
One license per standalone device
Coverage attaches to the registered NAS. A second standalone device, including a high-availability partner, requires its own license. Eligible directly attached Synology expansion hardware may be covered under the main device’s license.
Active license and valid warranty
Enhanced support requires active coverage. Hardware replacement also requires the device to remain within its original warranty or eligible Extended Warranty Plus coverage.
Terms from one to five years
Available durations depend on the eligible offering. We confirm the term, activation requirements, renewal arrangements, and pricing in your quote.
Location matters
On-site service and expedited shipping must be confirmed for the installation address, including Key West and other Florida Keys locations.
Understand what is outside the underlying program
Data recovery, third-party hardware or software support, and compliance-specific configuration are excluded. Replacement technician visits do not include on-site diagnostics, network troubleshooting, software configuration, or data restoration. Separate Paradise Technologies services require an agreed scope and may involve additional charges. A response plan does not replace a backup and recovery strategy.
COMMON QUESTIONS
Before you choose your plan.
Does four-hour response mean my NAS will be repaired within four hours?
No. It refers to an initial support response under the applicable agreement. Diagnosis, parts availability, shipping, technician arrival, data restoration, and final resolution have separate conditions and timelines.
Can Paradise Technologies help me choose the right tier?
Yes. Start with your device details, business requirements, warranty status, and installation address. We will discuss coverage options and provide a written quote defining the services being offered.
Is on-site troubleshooting included?
The underlying Premier and Elite on-site benefits are for eligible hardware replacement. They do not include general on-site troubleshooting, configuration, network work, or data recovery. Ask about separately scoped Paradise Technologies assistance.
Does the plan protect or recover my data?
Hardware support is not data recovery or a backup guarantee. Maintain independent backups and test restoration. If you need help with a backup strategy, include that request when contacting us.
Are expansion units and high-availability systems covered?
Eligible Synology products directly attached to the licensed device may be included, such as expansion units, cards, and drives. Each standalone NAS, including the second unit in a high-availability pair, needs its own license. We confirm the exact configuration before quoting.
How much does coverage cost?
Request a quote based on your device model, number of systems, desired tier, term, and installation address. Any additional Paradise Technologies services will be identified in the proposal.
How do I submit a support request?
Use the support instructions in your service agreement. For the underlying Synology program, sign in to the appropriate Synology Account, select the licensed device, and submit a ticket with the symptoms, timing, errors, and troubleshooting already completed. Contact Paradise Technologies if you need help identifying the correct support route.
LET’S PLAN YOUR COVERAGE
Put a response plan behind your NAS.
Tell Paradise Technologies what your storage supports. We’ll help you explore the coverage options for your business.
Include in your inquiry
- Business name and installation location
- Synology model and number of devices
- Current warranty or coverage status
- Preferred support tier and term
- How an outage would affect your business
For an active incident, follow your existing support agreement. A quote request does not open a priority support ticket.
Synology and its product names are trademarks of Synology Inc. Paradise NAS Response is a Paradise Technologies service offering; manufacturer benefits remain subject to Synology’s eligibility rules and applicable agreements. Descriptions are for planning purposes. Your accepted quote and service agreements control coverage, exclusions, response commitments, and any remedies.