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Support
Report an issue, request a device replacement, or find basic troubleshooting guidance. Our customer service team is available during business hours.
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Synology Partner Support Customer Center
Service support: taking requests, resolving issues, and answering usage questions about Synology devices (service details).
Customer service email
support@helpdesk.in.thInclude the device model, serial number, and a screenshot of any alert to speed up the check.
Send EmailLINE Official Account
@synology-partnerAdd us as a friend to ask questions and report issues to our service team.
Add FriendOnline form
Open a TicketEnter your device details and symptoms to receive a Ticket number for follow-up. The form is in Thai.
Open FormService center office
969/22 Soi Phetkasem 79, Phetkasem Road
Nong Khaem, Nong Khaem District
Bangkok 10160, Thailand
For urgent cases where a system is down, please call so we can begin checking right away.
Cubic Plus Commercial is certified by Synology Inc. as an Authorized Partner to provide technical support, after-sales service, and maintenance in Thailand. View the letter
Prepare this information
Complete details help us diagnose issues and approve replacements faster.
Device information
- Device model (for example RS3621xs+, HD6500)
- Serial Number
- Current DSM version
- Warranty start date
Issue information
- Symptoms and when the issue began
- Status lights or on-screen alerts
- What you have already tried
- Installation site and onsite coordinator
How to request a device replacement
For devices covered by Synology Advanced Replacement Service
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Report the issue through our channels
Provide the model number, serial number, and the symptoms you observed.
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Initial check
We check the issue and offer troubleshooting advice before considering a replacement.
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Confirmation and scheduling
If a part or device needs replacing, we confirm and schedule a date and time at the installation site.
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Onsite replacement
Prepare the work area, device access, and an onsite coordinator for the appointment, and hand over the faulty part to our technician on the day.
ARS contact channels
| Channel | Hours | Package |
|---|---|---|
| Premier Hotline +66 2 001 4902 | 24 hours, every day | Premier only |
| Phone +66 2 096 4662, press 1 | Monday – Sunday 09:00 – 17:00, except public holidays and announced company holidays | Standard and Premier |
| LINE Official Account @synology-partner | Monday – Sunday 09:00 – 17:00, except public holidays and announced company holidays | Standard and Premier |
| Email support@helpdesk.in.th | Received 24 × 7 | Standard and Premier |
Service levels (SLA)
| Item | Standard | Premier |
|---|---|---|
| Onsite service hours | Monday – Friday, 09:00 – 17:00 (8 hours × 5 business days) |
Every day, Monday – Sunday, 09:00 – 17:00 (8 hours × 7 days) |
| Response Time | Within 4 hours of an issue reported during business hours Reports outside business hours are counted from the next business day |
Within 4 hours of an issue being reported 24 × 7 via Premier Hotline |
| Onsite Replacement Bangkok & metropolitan area |
Approved before 11:00: onsite by the next business day Approved after 11:00: onsite within 2 business days |
Approved before 11:00: onsite by the next day Approved after 11:00: onsite within 2 days |
| Onsite Replacement Other provinces |
Within 3–4 business days after approval | Within 2–3 days after approval |
| How time is counted | Business days only (Monday – Friday) | All service days (Monday – Sunday) |
| Replacement method | Always onsite. Our technician brings the replacement to the installation site, so you never need to ship or collect equipment. | |
Example: approved on Thursday after 11:00 — Bangkok & metropolitan area: Standard by Monday / Premier by Saturday. Other provinces: Standard on Tuesday – Wednesday / Premier on Saturday – Sunday.
Excludes public holidays and announced company holidays, or as scheduled between the customer and the service provider.
Response Time is the time taken to acknowledge a report and begin the initial check. Onsite Replacement is the time for a technician to arrive at the installation site after approval. It does not guarantee when work will be completed or when the system will be back in operation.
Bangkok & metropolitan area covers Bangkok, Nonthaburi, Samut Prakan, Nakhon Pathom (Nakhon Chai Si, Phutthamonthon, Sam Phran), Samut Sakhon (Ban Phaeo, Krathum Baen), and Pathum Thani (Khlong Luang: Khlong Nueng and Khlong Song; Thanyaburi: Prachathipat and Bueng Yi Tho; Lam Luk Ka). All other areas are treated as other provinces.