Help Center

This would depend on the length of the time of ownership.  If the drive was part of a configured NAS and the time of ownership is less than 20 days, we can replace the drive under warranty.  If the time of ownership is over 20 days, you would need to contact the drive manufacturer or if the unit was purchased without drives, the drive manufacturer would need to be contacted concerning replacement.

After 20 days of receiving the unit, you would need to contact the manufacturer to have the drives replaced under the manufacturer warranty

In a case such as this, there are two options.  Either our technical partner Nextech Centers or the manufacturer can be contacted.

Customer Service Link

• Technical Support Contact :
  Tech Support Service Hours: 06:00–18:00, Mon–Fri (GMT-8, Summer time: GMT-7)
  Online Support Form

Should you encounter any errors when using the QNAP product, please do the following:

• Read the user manual and the quick installation guide carefully. Check the network connection and the network settings of the product.
• Read the FAQ and the application notes on the QNAP website, you may find a solution to your problem.
• Download the latest product firmware or utility for the product and try again.
• Check the QNAP Forum for any possible solutions. You may also post your questions on the forum.
• Report your questions to our Technical Support by the "Online Support Form"

If your problems could not be solved by the above steps, please contact the dealer/ retailer/ e-tailer/ system integrator or the distributor from whom you purchased the unit or QNAP for immediate service. Please note only products purchased from SimplyNAS that are defective can be returned to QNAP for effecting the original warranty only

One of our professional technicians will help you solve the problem to make sure your product works properly. The technician will determine whether the problem is the result of the product, and verify if your product contains a defect, and your product is under warranty. If your product is confirmed to be defective, We will process the return for you.

No. Your product warranty depends on when you purchased your unit and whether you have a proof of purchase (receipt, invoice or packing slip) from our reseller SimplyNAS, but is not related to the product serial number. You need to present your proof of purchase in order to verify your product is under warranty.

Contact Details Link

Office Contacts

Synology America Corp.

Synology requires submission of a support form firm before they can deal with any support issues.

Submit Technical Support Form

Tier 1/Level 1 Support: [Free when purchased with a configured system - all diskless purchases are exempt and support is provided by the relevant manufacturers] 

·         Will include limited remote access only pertaining to basic functions of the NAS. (Included a typed description of services performed and hours used for the work performed.)

1.       Basic set up of the NAS once it has been installed on the network.

2.       Setting up file shares, groups, and users.

3.       Assisting the customer with basic functionality of the unit.

4.       Setting up RAID (If the customer has special considerations when the plan is offered.)

5.       Performing firmware updates to the unit.

Tier 2/ Level 2 Support: [This service is charge at the rate of $55.00 per hour - payable in advance]

·         More in depth and time consuming, pertaining to the NAS and the computers working on the NAS.  (Included a typed description of services performed and hours used for the work performed.)

1.       Includes all aspects of level 1.

2.       Setting up a limited number of workstations with the iSCSI Initiator or mapping drives.

3.       Building LUN’s and building Virtual drives on connected workstations.

4.       Installing specialized software from the manufacturer of the NAS. (This does not cover special or proprietary software the customer may manually install themselves.)

5.       Assisting with setting up backup features of the unit.

Tier 3/ Level 3 Support:[This service is charge at the rate of $75.00 per hour - payable in advance]

·         Top of the list support with a much larger variety of services offered along with a higher hour count.  (Included a typed description of services performed and hours used for the work performed.)

1.       Includes Tiers 1 and 2.

2.       Moving larger Files to the NAS.

3.       Setting up large File Store migration from unit to unit.

4.       Assisting with installing special software.

5.       Advise on setting up features for MVR set up on the NAS.

6.       Provide training to the customer on NAS use specialized to the specific model they have.

A NAS is a Network Attached Storage device that allows for storage and backup of data.  A NAS is a great device for adding security to your valued information.  With a NAS you can save information directly or you have the option to backup large files and volumes.  This allows you to have information that can be recovered should a computer fail.

Nothing could be further from the truth.  Many NAS’s in today’s technical environment are becoming more technically involved so many steps for one machine may not be the same steps for another machine.  The best example would be the operating system of a desktop NAS versus the ZFS operating system of certain rack mounted systems.

Could and should will be a determining factor.  Yes, the system could be used in an enterprise environment, but it will be limited to its drive size, processor, RAM, and its network functionality.  Having a lot of people storing information or trying to access information at the same time will likely slow things down greatly, making the unit unusable.  If the nas is in a small business environment with a limited number of users accessing information, the system will fit in nicely.  In either environment, the system would be able to hold its own if only being used as a backup for a specific data type

A NAS device does not require a degree in computer technology to operate.  With many of the new operating systems NAS manufacturers are using, you can easily and effectively setup and use a NAS device without needing to hire a system administrator.  Some users will have more demanding specifications and requirements for the NAS and the environment it will be installed into, but they will usually have a network administrator on-site or have outsourced the additional resource for set up.

Simply put, NO.  Although a NAS has many stand-alone features, it will be lacking in certain departments.   For example, high performance gaming will not be possible.  A NAS can allow for direct connection of a keyboard, mouse, and monitor, but this is for home or office media use such as movies, music, or presentations

This is not an issue, we stand by the device we sell and offer limited support abilities via email for configured units.  Unfortunately, we do not support machines not purchased from us, but our Technical Team members may be able to assist.  We do offer many package options to make your NAS experience easy and enjoyable. Call us to discuss we would be more than happy to help - +1-407-960-4690

Support can be contacted by emailing support@simplynas.com

Due to the time frame, the unit would be past the 20 day return policy for SimplyNAS, but you could either contact the manufacturer or support@simplynas.com, we would be happy to assist and ensure your warranty is processed via the appropriate NAS manufacturer.

Basic Information we require before we can provide any help:

Company Name, Contact Name, Email, phone number, and Our Order or Invoice Number that the system was purchased under.

Model of the NAS.

Serial number of the NAS.

Nature of the Issue you are experiencing (if any).

The acronym is short for Network Attached Storage Burn In Testing.  This is the process of testing the firmware and hardware for faults before putting the unit in its operational environment.

WHAT IS NASBIT?

Yes, configured systems would come with drives and set to the RAID level specified by the customer, tested and ready to use out of the box.

In a case such as this, you would need to contact the card issuing bank to make sure funds are available and that there are no limits on the card that would cause the card to decline.  For customers outside the U.S., you will need to make sure your bank allows out of country purchases and that the card issuing bank is capable of making purchases into the U.S.