Maintenance plans

Anyone running a UniFi network we installed, or a network we've taken over from a previous installer. Residential plans cover homes and home offices. Commercial plans cover offices, multi-tenant spaces, and businesses with dedicated network infrastructure. The right tier depends on your network's size, complexity, and how much downtime would cost you — pick from the cards above, or ask us and we'll point you to the right fit.

Your hardware is built to last for years, but the software running on it isn't static. Firmware updates ship regularly — for security, for new features, for bug fixes. Modern UniFi handles routine updates well on its own, but there are still real reasons to have someone watching: scheduling around your hours (especially for coders, gamers, or businesses with critical windows), curating cadence for critical infrastructure, batching updates in the correct order if a manual touch is needed, and catching the rare update that does cause problems before it cascades.

If a system goes more than 6–8 months without anyone paying attention, bringing it back to current can be involved — much easier to keep it current than to play catch-up. A plan means we own that, on whichever cadence fits your situation.

Remote support covers anything we can solve through the UniFi controller or a screen-share: firmware updates, configuration tweaks, troubleshooting connectivity issues, adjusting SSIDs or VLANs, reviewing logs, walking you through something on your end. The vast majority of network work is remote.

Onsite support is for hardware that won't respond, cabling that needs hands on it, or anything that physically needs someone at the location. Onsite is billed at standard rates outside of plan coverage; some higher tiers include a set number of onsite hours or visits per year.

Response time scales with tier. Lower tiers get next-business-day response on remote requests. Higher tiers get same-day response, and the top commercial tiers include defined response windows for hard-down events. Specific SLA terms are listed on each plan card.

For critical infrastructure — businesses where the network being down means the business is down — we strongly recommend a higher-tier plan so the SLA matches the stakes.

Call us. Hard-down events get priority response regardless of tier — we're not going to wait until tomorrow because your plan says next-business-day if your office is offline. The tier determines the guaranteed window; in practice we move fast on outages.

If hard-down requires onsite hands and your tier doesn't include onsite hours, we'll dispatch and bill the visit at standard rates after the fact. We don't pause to negotiate cost when something is broken.

No. Plan hours and onsite visits don't bank across months or years — they reset on each billing cycle. The plans are priced as ongoing coverage, not as prepaid hour banks. If you need a chunk of hours for a defined project, that's a separate engagement billed at standard rates.

Your choice at checkout. Monthly is simplest — billed on the same date each month, easy to upgrade or cancel.

Annual is the better deal: pay for 10 months, get 12. You're committing to a year up front in exchange for two months free. Annual also locks in your tier's pricing for the year, even if the published rates change.

On monthly: Upgrade anytime — the prorated difference is charged immediately and the new tier kicks in that day. Downgrade anytime — the new lower tier starts at your next billing cycle. Cancel anytime — coverage continues through the end of the current billing cycle, no early termination fees.

On annual: Upgrade anytime — we prorate the upgrade against the remaining term. Downgrade or cancel anytime — we pro-rate a refund for the unused portion of your annual term. No lock-ins, no termination fees.

When you pay your install invoices by ACH instead of credit card, we save the credit card processing fee — and we like passing that value back. Once your ACH clears, we'll send you a coupon code that comps your first full year of a residential maintenance plan.

To use the coupon: at checkout, select annual billing and apply the code. Your first year is on us. Year 2 onwards renews at the standard annual rate (which already includes 2 months free vs. the monthly cycle).

The coupon has an expiry window — redeem it before it expires. Residential plans only; not currently available on commercial.

Plans are billed through our Squarespace store. Monthly cycles bill on the same date each month; annual cycles renew on the same date each year. You'll get a receipt by email for each charge.

Cards on file are managed in your account. If a payment fails, we'll reach out before any coverage gets affected.

Plans don't include hardware. If something fails out of warranty, that's a separate purchase. Most UniFi gear has a 1-year manufacturer warranty; longer terms on some models. We'll handle the RMA process either way.

Plans also don't include net-new installs (new APs, switches, cameras, etc.) or major reconfigurations driven by your scope changing — adding floors, changing locations, integrating new systems. Those are billed as separate engagements.

No. Existing customers can call us anytime for one-off remote work or tune-ups at standard rates — many do. The plans exist for customers who'd rather not think about it. Networks are rock-solid out of the box, but firmware and configuration drift over time. If too much time elapses between updates — more than 6–8 months or so — the software can be a pain to bring back up to speed. A plan keeps that from happening and gives you a known relationship to call when something does go wrong. Either path works.