Ubiquiti Support and User Responsibilities

This article defines the scope of technical support provided by Ubiquiti Inc. (Ubiquiti) and the assumed responsibilities of our users (user). The terms below are subject to change.

Ubiquiti Support

Ubiquiti provides best-practice guidance for basic product operation and configuration, and collaborates with users to address unexpected behaviors to facilitate continuous product improvement.

I. Chat Support

1. Ubiquiti provides a 24/7 Chat Support service that connects users with Tier 1 engineers. Please note that:
   1. Chat Support Engineers will gather information and check for correct configuration, even for technically involved cases, and can provide how-to support for newer users.
   2. All support cases, including technically involved ones, begin with chat to ensure efficient data collection.
   3. If an issue extends beyond basic troubleshooting, it will be converted to email support and escalated to the next tier for further investigation.

II. Professional Phone Support

1. For mission-critical business applications, Ubiquiti also offers Professional Site Support via phone in the US, Canada, and Europe as an upgraded support tier.
2. Professional Site Support plans are available on unifi.ui.com (click the icon at the bottom-right of a given site to sign up as an owner).

III. Support Limitations

1. Ubiquiti reserves the right to deny support to requests considered out of scope. This includes, but is not limited to, the following:
   1. Manual tuning anything outside of a Ubiquiti interface (e.g., the system resource usage of a self-hosted UniFi network, etc.)
   2. Ubiquiti hardware or software architecture
   3. Third-party product or service compatibility
   4. Troubleshooting that extends beyond Ubiquiti's best-practice guidance
   5. Configuring site-to-site VPNs with third-party gateways
   6. Firewall, routing, traffic, or VPN tunneling rule creation
   7. Network security threat verification
   8. Identifying network devices or services preventing UniFi device adoption or configuration
   9. Regaining access to UniFi devices/UI accounts

User Responsibilities

I. UniFi Network Planning

1. Users are responsible for the design and implementation of their UniFi network, including device selection. If you'd like assistance building your network, please consider:
   1. Exploring the UniFi Design Center - our powerful network visualization and simulation tool. 
   2. Contacting a third-party network consultant, distributor, or reseller. Ubiquiti does not refer specific providers.
   3. Consulting fellow users on the UI Community.
2. Support engineers cannot provide network consultation or device recommendations.

II. UniFi Network Configuration

1. Users are responsible for the configuration of UniFi Network devices, or third-party devices that connect to UniFi Network (e.g., a macOS VPN client). Support engineers cannot, under any circumstance, configure your network for you.
2. Support engineers can only assist with UniFi-related issues. If you need assistance configuring third-party devices or operating systems, please consult their manufacturer.

III. Self-Hosted Networking

1. Advanced users can also opt to use a UniFi Network server, but this is an advanced setup tool only recommended for those with a strong network administration background. For additional assistance with UniFi Network Servers, please see our Help Center article.
2. Users are responsible for creating a networking environment that can support a self-hosted UniFi Network application (Windows, macOS, or Linux). This includes:
   1. Ensuring that the machine running the Network application is both compatible and suitably powered.
   2. Disabling third-party services, such as anti-virus software and firewalls, that may interfere with UniFi Network.

IV. Third-Party Device and Service Management

1. Users are responsible for ensuring that third-party devices, extensions, services, and tools do not interfere with the operation of their UniFi Consoles or UniFi Network application. If this occurs, please remove all interfering devices and services and factory-reset the affected console(s).
   1. Support engineers cannot provide support for third-party devices or services.
2. If needed, support engineers will evaluate the interoperability of your UniFi and third-party solutions (e.g., third-party switch domain, VPNs to third-party routers) to verify whether or not a system issue is being caused by a Ubiquiti device.
   1. It is not the responsibility of Ubiquiti to conform its products to the configuration requirements of third-party devices and services.