UniFi Support: What do to when Ubiquiti doesn't help

Alright, let's be real. Ubiquiti builds great products but is probably not your best bet to get the support you need. Technical issues are annoying and you want to have it fixed. If you're Googling "UniFi support", chances are you're stuck, frustrated, or dealing with a client outage.

In this write-up, I created an overview of different support options to tackle your UniFi network problems from free options to enterprise-grade level support.

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🚨 Before we get to the UniFi support, just a quick note: If you manage client networks on a self-hosted UniFi controller (or even the official UniFi hosting solution). Please stop. Sooner or later this will cause issues! It's fine for home users, but definitely not recommended for businesses. We've built a secure and reliable UniFi hosting solution that takes the hassle out of managing controllers. You can try it for free.

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Table of Contents

• UniFi Support (by Ubiquiti)
  • Free support (bare minimum)
  • Paid support (Enterprise Add-On)
• Example: UniFi’s own cloud hosting
• Free alternatives to get UniFi support
• Third-party support service (best option)
• Final thoughts

UniFi Support (by Ubiquiti)

When you manage UniFi controllers across multiple sites, support isn’t optional. Downtime costs you money. Misconfigurations create security holes. Firmware updates break things.

Ubiquiti provides support in two forms: Free and paid

Free support (bare minimum)

• Chatbot (usually not helpful)
• Slow ticket responses (if you get one)

The free support works if you’re a hobbyist or setting up UniFi at home. But if your controller manages client traffic or remote offices, this isn't enough.

Paid support (Enterprise Add-On)

Ubiquiti offers a paid Enterprise support add-on for UniFi. It includes:

• Priority email responses
• Phone support
• Better SLAs

However this is super costly. North of $100 per month, per site. Yes that's per site! This is undoable for MSPs managing multiple networks at scale.

Example: UniFi’s own cloud hosting

If you pay UniFi for cloud hosting (by Ubiquiti) at $29, you don’t get any support unless you also pay for the Enterprise Support plan.

We tried to sign up, here is what you need to pay:

$1300/year per site is insane!

Free alternatives to get UniFi support

If you’re looking for some basic help right now, start here:

• UniFi documentation: Good for basic setup and features. Not useful for complex problems.
• UniFi Community Forums: Sometimes helpful. But responses can take days, and you’re relying on volunteers.
• YouTube tutorials: Great for common fixes. But accuracy varies. Be careful. Although I think Lawrence Systems is really good.
• UniFi AI by UniHosted: An AI-trained assistant built specifically for UniFi support. Much faster than forums and more accurate than generic chatbots, but still AI support help only goes so far.

Third-party support service (best option)

Working with a third-party service is possibly the best strategy for getting actionable help quickly. For example UniHosted is a managed service for UniFi hosting. In addition, to fixing hosting issues we help our clients with generally everything UniFi.

We created multiple tiers for our support level that fits with different types of MSPs and use cases:

• Basic: Support coverage for getting started and staying stable. Ideal for MSPs with smaller client bases and basic hosting needs.
• Pro: Basically support ranging for hosting to everything UniFi and video support.
• Enterprise: Priority support for high-stakes MSPs, that need top tier performance, uptime and SLA's

Final thoughts

There are multiple ways to get help for your UniFi network issues. For smaller issues, a hobby/home setups I'd go with the Ubiquiti docs/forums and our UniFi AI. However, if you are working with client networks or complex setups, third-party support is probably your best shout, since Ubiquiti support is outrageously priced.

If you would like me to personally walk you through UniHosted, you can schedule a call with me here.