A bit of insight into Synology or why it does not fit into enterprise (yet?)

. Saturday, October 3, 2015

So we have a few of SMB/enterprise Synology Rackstation NAS systems. One in the prod - technically ok, though the performance is nothing to write home about, one still in a box and last one went out too far away state remote office to be used as storage for VMs on VMWare host.

The issues started with unit freezing once every few months - ok - so far no big deal, then it's once a month and now it won't stay online more than 15 minutes.

Long story short - the support is proven to be utterly useless, but that's not even the point of my post.

What I would like to do is to quote an email from the company insider, after LARGE retailer (think billions in sales) reached out to them.

"For future reference, Synology technical support is available Monday-Friday 7am-4pm Pacific time. We do not yet have the capability to troubleshoot and resolve complex triage cases in real time. We do not offer any SLA or guarantee of 24x7x4 resolution or similar. Our system engineers are based out of our office in Taiwan and are not available 24/7."

I understand that this is not good news for this situation, but I want to make sure our current support scope is understood so we can keep expectations realistic.

If the situation is urgent, I strongly recommend to failover to whatever business continuity strategy you have in place for disaster recovery situations until Synology support can resolve the issue.

I could not say it better myself.....

And before anyone says they don't target lucrative enterprise storage, let me bring this quote from RS18016xs+ product description page:

With superior performance and hardware specifications, RS18016xs+ provides a reliable, scalable, and easily managed network attached storage solution for enterprises seeking uninterrupted service and comprehensive business applications.

Does anyone sees an issue with these two things??