Legal
PARALLEL ACTIVE STATION
SOFTWARE MAINTENANCE SERVICE TERMS
These Parallel Active Station Software Maintenance Service Terms (hereinafter referred to as these "Terms") constitute a legally binding agreement entered into by and between Synology Inc. (hereinafter referred to as "Synology") and you or the legal entity or other entity you represent (hereinafter referred to as "you"). These Terms apply to the software maintenance services (hereinafter referred to as "Maintenance Services" or the "Service") for the Parallel Active Station (PAS) product provided by Synology, regardless of whether such product is sold directly by Synology or sold or delivered through a Synology Partner.
When you activate the license for the Service or otherwise accept the Service, it signifies that you have understood and agreed to comply with these Terms and the provisions of the Synology, Inc. End User License Agreement (EULA). If you are unable to comply with any of the aforementioned provisions, Synology may revoke or cease providing the Service.
1. Definitions
The following definitions apply to these Terms:
1.1. Software Maintenance Service: Refers to the software maintenance and update services provided by Synology for Parallel Active Station products.
1.2. Partner: Refers to a distributor or service partner designated under the Synology Partner Program.
1.3. License Key: Refers to the license identification code purchased from a Partner; a License Key becomes effective only after it is bound to a device serial number and successfully activated in the Partner Portal.
1.4. License File: Refers to the license file generated in the Partner Portal upon activation of a License Key. Once the Partner or you upload and apply the License File to the PAS system, the corresponding Maintenance Services can be obtained.
1.5. Partner Portal: A system provided exclusively for Partners, through which Partners can bind License Keys to PAS machines to generate License Files.
1.6. Software Updates: Refers to routine updates, feature enhancements, version patches, and security patches (including security hotfixes for known vulnerabilities or CVE issues) provided for DiskStation Manager Enterprise (DSM Enterprise).
1.7. Activation Date: Refers to the date on which a Partner binds a License Key to the chassis serial number and controller serial numbers of a PAS device in the Partner Portal and completes the license activation; once set, this date cannot be changed except with the written consent of Synology.
1.8. Expiration Date: Refers to the date on which the license terminates, calculated by adding the valid license period to the Activation Date.
1.9. Time Zone: All dates and times involved in these Terms are calculated based on Coordinated Universal Time (UTC).
2. Maintenance Service Content and Scope
2.1. Service Scope
During the Maintenance Service period, for PAS systems that have been correctly activated and applied in the Partner Portal, Synology will provide the Service in accordance with these Terms. If the Service is not activated or applied to the PAS system, you may still use other built-in product functions of the PAS system according to the product's original design. If you fail to correctly activate this Maintenance Service, Synology shall not be liable for any consequences arising from your failure to receive, install, or implement relevant patches in accordance with the announced content.
2.2. Usage Restrictions
Without Synology's prior written consent, you may not lease, transfer, distribute, license, rent, or lend the rights of this Maintenance Service to any third party.
2.3. Mandatory Upgrade
Synology may, when necessary, require the customer to implement specific software or firmware upgrades within a reasonable period to repair existing or potential issues; provided, however, that such changes shall not diminish the customer's existing purchased rights unless otherwise agreed in writing by both parties.
2.4. Commencement and Termination of the Maintenance Service
The Service shall commence from the Activation Date of the Maintenance Service and terminate upon the expiration of the license; if you fail to renew the contract on schedule, Synology may immediately terminate the Service without a grace period.
2.5. Activation Frequency Limits
Each set of License Keys may only be activated once in the Partner Portal. In special circumstances (such as RMA, or situations where controllers or machines are repaired or replaced), where Synology deems it reasonable, Synology may assist in processing license transfers or rebinding. The customer shall cooperate by providing the relevant supporting documents and faulty machines/controllers required by Synology to facilitate processing.
2.6. Maximum Activation Period Limits
When a Partner activates or extends the Service for a single device in the Partner Portal, the continuous validity period after a single activation shall not exceed seven (7) years at most. If the validity period after application exceeds the aforementioned limit or if there are other exceptional circumstances, it must be subject to separate review and adjustment by Synology.
2.7. Maintenance Service Prerequisites
To provide the Service, you or the Partner shall fulfill the following prerequisites in advance:
2.7.1. The Partner has correctly activated the Maintenance Service for the PAS machine in the Partner Portal.
2.7.2. The PAS machine has been correctly installed and is bootable in accordance with Synology's instructions, and the Maintenance Service has been applied.
2.7.3. Your system software, firmware, or related files have not been modified, augmented, or changed, directly or indirectly, by you or any third party. If any of the aforementioned circumstances are found, Synology may, at its discretion, suspend the provision of Service or require restoration to the officially supported version.
2.8. Migration Policy
Maintenance services that have been activated shall, in principle, not be transferred or bound to other machines; however, in special circumstances as determined by Synology, such as approved RMA or equipment replacement, Synology may assist in processing license transfers or rebinding, and the customer shall provide relevant documents or faulty equipment as requested by Synology when necessary.
2.9. Extension Policy
Thirty (30) days prior to the expiration of the Maintenance Service, Synology will provide written notification of the expiration through the Partner or your registered email address. If you fail to complete the extension before the expiration date, the Maintenance Service will be immediately suspended upon expiration, and you may repurchase and activate the license according to the procedures announced by Synology at that time.
2.10. Refund Policy
Once a License Key is activated, it is non-refundable; provided, however, that in the event of Synology's unilateral termination or modification of the Service, and in the absence of any other written agreement between the parties, Synology may refund the collected Maintenance Service fees pro rata based on the unused period (minus reasonable administrative costs) or handle it in a manner agreed upon by both parties.
2.11. End of Availability and End Of Support
When Parallel Active Station products enter the End of Availability phase, Synology will cease the sale of this Maintenance Service for such models. If you still have unexpired Maintenance Services, Synology may only provide necessary security patches under specific circumstances. If such limited support is provided, Synology may require you to perform relevant operations in accordance with its instructions, the actual content of which shall be subject to Synology's official announcements.
2.12. Exclusions
In the event of any of the following circumstances, Synology may suspend or terminate all or part of this Maintenance Service, and may require you to repair or remediate depending on the severity of the situation:
2.12.1. You circumvent or attempt to circumvent the technical limitations of this Maintenance Service in any way, or perform reverse engineering, de-compilation, disassembly, or other unauthorized modifications to all or part of this Maintenance Service.
2.12.2. Products, software, or components are obtained from sources not authorized by Synology and used in conjunction with Synology products; or other non-compliant use scenarios as determined by Synology.
3. Customer Responsibilities
3.1. License Key and License File Management
You shall properly safeguard the License Keys and License Files to prevent loss or unauthorized use. In the event of loss or leakage, you shall notify Synology immediately. Synology is under no obligation to reissue the original License Key unless otherwise agreed by both parties in writing.
3.2. Installation and Implementation
You shall be responsible (either directly or through a Partner) for performing the installation tasks of software updates and upgrades, and ensuring that the corresponding operational permissions and environmental requirements are met; if Synology is required to perform the installation on the customer's behalf, the parties may separately agree on paid services.
4. Synology Responsibilities and Disclaimer
4.1. Data Collection and Privacy
To provide these Maintenance Services and detect abuse, Synology may collect data such as system UUIDs, product serial numbers, software/firmware versions, diagnostic logs, and non-personally identifiable usage statistics. The collection, use, retention, and disclosure of such data shall be governed by the Synology Privacy Statement and relevant service terms, and de-identification processing will be adopted under reasonable circumstances. You may refer to the Synology Privacy Statement and Services Data Collection Disclosure for more detailed information.
4.2. Limitation of Liability
4.2.1. To the maximum extent permitted by applicable law, Synology shall not be liable for the following:
4.2.1.1. Indirect or Consequential Damages: Any indirect, incidental, special, or consequential damages arising from the use of or inability to use the Service, including but not limited to loss of profits, business interruption, or damage to reputation.
4.2.1.2. Data Loss or Damage: Loss, deletion, corruption, or unavailability of data caused by any reason, including but not limited to software issues, user operations, or external factors (such as malware). You should maintain a robust backup strategy in accordance with Synology's recommended practices.
4.2.1.3. Third-Party Dependencies: Failures or delays caused by non-Synology hardware, software, networks, or other services beyond Synology's reasonable control.
4.2.1.4. Force Majeure: Delays, failures, or inability to perform services caused by events beyond Synology's reasonable control (including but not limited to natural disasters, cyberattacks on infrastructure, or global outages).
4.2.2. Synology's total liability to you arising under these Terms or the Service shall not exceed the total amount actually paid by you for the purchase of the Service.
4.3. Indemnification
You agree, to the maximum extent permitted by law, to bear full responsibility for any form of claims, lawsuits, or other legal proceedings, or any damages, losses, or expenses (including but not limited to reasonable attorney fees) incurred by Synology and its affiliates, agents, or employees resulting from your unauthorized use of the Service or your violation of these Terms, the EULA, or any applicable laws and regulations; and you shall fully indemnify and defend Synology and others from such damages.
4.4. Governing Law and Dispute Resolution
These Terms shall be governed by and construed in accordance with the laws of Taiwan. For any dispute arising out of or in connection with these Terms, including its formation, validity, performance, or termination, both parties agree that the Taiwan Taipei District Court shall be the court of first instance jurisdiction.