Synology America Launches Premium Support Program, Offering 24/7 Expert Assistance Nationwide
Synology America Corp. has announced the nationwide rollout of its Premium Support program, now available to all business customers across the United States. This significant milestone reflects Synology’s unwavering commitment to its customers and solidifies its role as a trusted partner in data infrastructure and business continuity solutions. The introduction of this program underscores Synology’s dedication to empowering businesses with reliable, expert-level support while safeguarding their critical investments.
The Premium Support program offers two key benefits: 24/7 access to senior U.S.-based technical specialists and next-business-day hardware replacements. These offerings are designed to provide businesses with peace of mind, ensuring that expert assistance is always just a call away and minimizing downtime in mission-critical operations.
At the launch event, James Chen, the recently appointed CEO of Synology America, shared his vision for the company and emphasized the importance of this initiative. “Our strongest and most consistent growth in the U.S. has come from the business sector,” Chen stated. “With Premium Support, we’re introducing a new level of service to protect our customers’ investments and empower their operations with the confidence that expert help is readily accessible.”
Chen, who joined Synology shortly after its inception, reflected on the company’s remarkable 25-year journey. “When Synology first started, our goal was to simplify server management for home users and small businesses. As our customers grew from small businesses into large enterprises, we evolved alongside them,” he explained. “Today, we proudly support more than half of all Fortune 500 companies and offer tailored solutions designed to simplify data protection and ensure business continuity.”
Strengthening Commitment to the Channel
The launch of Premium Support follows a strategic restructuring of Synology America’s sales organization, reinforcing its channel-first approach. Over the past two years, the company has expanded its business channels in North America by nearly 50%. This rapid growth has enabled Synology to better understand where its partners excel and identify opportunities to add value.
“This expansion has allowed us to pinpoint how our partners are succeeding,” Chen noted. “Now, with our Premium Support Service Level Agreement (SLA), we can enhance the value we provide to our partners and deliver an exceptional customer experience before, during, and after the sales journey.”
The renewed focus on the channel has been met with enthusiasm from Synology’s partners. Dan Parris, Vice President of Sales at DataCenter Warehouse (DCW), praised Synology’s reaffirmed commitment to its partners. “Working with Synology over the years has been an exemplary experience for DCW,” Parris said. “Their steadfast dedication to the ‘Channel First’ partner program ensures that we consistently receive top-tier support and guidance. The Synology team provides us with the resources and expertise needed to meet our customers’ business objectives and thrive. This partnership has been instrumental in our growth, and we look forward to continuing our collaboration with Synology.”
Addressing Real-World Business Challenges
In addition to launching Premium Support, Synology continues to innovate by addressing real-world challenges faced by its business customers. One notable example is ActiveProtect, a simplified backup solution designed to address growing concerns about subscription costs. Unlike many competitors’ offerings, ActiveProtect eliminates ballooning expenses while delivering robust data protection.
“ActiveProtect exemplifies our ability to develop products that solve tangible problems for our customers,” Chen explained. “Businesses need straightforward, cost-effective solutions that don’t compromise on performance or reliability. By streamlining our operations, refocusing our sales structure, and introducing Premium Support, Synology is equipping itself with even more tools to tackle challenges and deliver value to a broader range of customers.”
A Strategic Evolution in Enterprise Storage
Synology’s evolution from a provider of simplified server management tools for small businesses to a leader in enterprise storage solutions highlights its adaptability and customer-centric approach. The company’s ability to scale alongside its clients has been a key driver of its success. Today, Synology serves businesses of all sizes, from startups to Fortune 500 companies, offering tailored solutions that meet diverse needs.
The introduction of Premium Support represents another step forward in Synology’s mission to empower businesses with reliable, innovative technology. By combining cutting-edge hardware, intuitive software, and unparalleled customer service, Synology is well-positioned to address the complex demands of modern enterprises.
James Chen closed the launch event by emphasizing Synology’s unique position in the market: “We’re not just a storage provider; we’re a problem-solving partner. Our focus is on delivering practical solutions that address real pain points for businesses. With Premium Support, we’re taking that commitment to the next level, ensuring that our customers have the tools and resources they need to succeed.”
