DIY vs Professional Services

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As technologies getting intelligent nowadays, many IT products are made to reduce complexity and increase approach to user experience and the friendliness, result in easier to install, setup & running them very little time.
Synology network storage devices are considered a perfect example to fit in for discussion.
Network storage devices use to be sold by I.T professional or specialist suppliers, you simply can’t get hold any in common popular electronic store or even shop online. Now, this device just like a common electronic gadget where everyone could easily own one, install it and run it.

50% seems true for easy operation, setting up and installing it. A negative 50% when comes to solving major problems relates to office operation environment.


The Support provided by 
Synology.

1. Submit your problem via DSM and wait for email. They can remote your system to perform fixes, but provided your internet is working & DSM is running ok. The down side is waiting time? & Operation downtime.

SynologySupport

2. Submit form if you can’t access with option 1. Link

SynologySupportform

3. Synology forum – End user, exchanging problems, fixes and solutions. Very lengthy discussion and various solutions to many dated answer, only if you know enough to filter them. Time is always the key factor in downtime.

SynologySupportforum

Your 1st NAS Nightmare Fault : RAID Failure

Every NAS owner should face at least one occurrence to RAID failure in their NAS lifetime, a nightmare and panic state which no one like to experience with. It is caused by a single or more hard disk failure within a group of working disks.
NAS devices are basically a CPU plus RAID technology, if any, problems happen like disk failure, there is a procedure to recover and get the device back to normal / stable state. Unfortunately, most users will not know how to handle it.

Guess what is the failure rate of data not able to return to a stable state without performing maintenance along the way? A whopping 70%. Why? and what causes the failure rate so high. Hopefully everyone knows what RAID is actually doing in the background and the actual impact of recovery when no maintenance.

What exactly happen to RAID failure ?

Is not new and this happen to big servers like HP, IBM and DELL. RAID technology calculates every data bit and split them into a group of disks, protecting them when single or multiple disk failure and it depends on initial RAID settings (RAID 1,5,6,10). As times go by, error occurs when bits of data not placing in proper order within the disks and contribute to an unstable state without having an alarm.

If a disk start to fail because of a hardware fault, replacing one and getting the RAID to recalculate data bit will eventually cause failure and more failures. A simple maintenance can prevent it and getting a smooth recovery for any RAID failure.

For home users, DIY your NAS solutions are pretty normal, fixes can be delayed to seek for professional service. Office operation downtime with RAID failure could easily lose all data if not handled in proper procedure.

Reference from forum about RAID Failure : Link 

Ultimate NAS Fault : Unit Failure

I consider as the ultimate nightmare for office operation, unless you have a spare identical model to swap, usually not the case. The actual downtime can exceed beyond your imagination. Try to get a loan set from supplier, don’t think they can fulfill you wish. I ever encounter a situation call for a load set from a distributor, they quoted me 80% of the original price tag.

How we assist to recovery the above failure?

For maintenance contract customers, your NAS Synology will always maintain to it optimum by monthly. If RAID failure does occur, replacing a failing hard disk and recovering it will be a smooth procedure. For unit failure, we can supply a loan set for FREE until it gets fixed or otherwise.

In many situations, we have little success to non contract customers for recovering RAIDs (back to full running state). In actual fact, many already did some sort of recovery before they approach us, we respect customer’s DATA and is our first priority not to mess up any further.