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.

A fast response means we reply and start remote diagnosis quickly. It does not mean a technician is automatically on the way — onsite visits are scheduled separately, based on availability.

Response time is how quickly we acknowledge your request and begin remote diagnosis. It is not a guarantee of when an issue is resolved, and it is not a promise of how quickly a technician arrives onsite. We also don't guarantee uptime — we don't control your internet provider or your power, so what we commit to is how fast we respond, not that the network never goes down.

Committed response windows apply to active plan members and scale with tier. Lower tiers get next-business-day response on remote requests; higher tiers get same-day; the top commercial tiers include defined response windows for hard-down events.

Commercial Professional: same-business-day onsite response if a hard-down is reported by 12pm PT; by 10am the next business day if reported after that. Enterprise: same-business-day if reported by 3pm PT; by 10am NBD if reported later. Onsite labor is billable on top of plan coverage in both cases.

Hard-down means: failed core switching, failed controller, WAN loss, or sole-AP failure. Single-AP flakiness or end-user device issues don't qualify — those are handled on the normal remote response schedule.

If your network being down means your business is down, we strongly recommend a tier whose response window matches the stakes.

For active plan members, a genuine hard-down moves to the front of the queue — we don't hold you to a next-business-day window when your site is fully offline. What your plan and tier determine is the response window we're committed to and your priority in the dispatch queue.

If the fix needs onsite hands, we schedule the visit and bill the labor at standard rates. Onsite timing is based on technician availability; higher tiers carry priority, and commercial Professional and Enterprise carry a defined onsite response window.

If you're not on a plan, hard-down support is best-effort — see the next question.

You're always welcome to reach out, and we'll help. Without a plan, support is best-effort: we fit you in around our plan members and current technician availability, and the work is billed at standard rates. That means no reserved response window and no guaranteed onsite timing — on a busy day, a same-day visit may not be possible. We'll always give you an honest estimate of when we can get to you rather than a promise we can't keep.

Two things hold regardless of whether you have a plan: we honor manufacturer hardware warranties and handle the RMA process for you, and we won't leave you stranded — we'll get to you as soon as we genuinely can. A maintenance plan is simply what converts best-effort into a committed response window and a priority spot in the queue.

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.

Camera monitoring requires a 12-month commitment in year one — you can choose monthly or annual billing, but the year-one term is required either way. Your camera count is flexible for the first 30 days, then locks in as your year-one minimum. You can add cameras at any time after that; you cannot drop below the locked count until renewal.

After year one, service is fully month-to-month: cancel, add, or remove cameras freely with no minimum. Annual monitoring plans are non-refundable once committed.

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 secure checkout. 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 don't cover end-user IT support — printer issues, personal device help, software problems on individual computers. That's a different scope of work. Same goes for hardware replacement cost: if a device needs replacing, the hardware is a separate purchase regardless of tier.

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 reach out anytime for one-off remote work or tune-ups at standard rates — many do. Support without a plan is best-effort, scheduled around availability (see "What if I'm not on a maintenance plan?" above). 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 committed response window and a known relationship to call when something does go wrong. Either path works.