Ubiquiti Support and User Responsibilities

OUR SCOPE OF SUPPORT WAS UPDATED ON FEBRUARY 16, 2023

This article defines the scope of technical support provided 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 in order to facilitate continuous product improvement.

I. Chat Support

a. Ubiquiti provides a Chat Support service that connects users with Tier 1 engineers. Please note that:

1. Chat Support Engineers are trained to help users ensure basic functionality*, not to resolve advanced troubleshooting scenarios or provide network planning advice.
   
   
2. Advanced system issues should be submitted to our email support team since they often require system log and support file review.
   

b. Wait times are dependent on request volume. If your wait time is high, we recommend signing in to your UI Account and contacting email support.

c. Chat Support Engineers are available between 7:00 AM and 6:00 PM EST. 
* Examples of basic functionality: Connecting a wireless client device to an AP, troubleshooting internet connectivity, or powering a device with PoE.

II. Email Support

a. Ubiquiti also offers Email Support for users who need assistance with more advanced system issues. Please note that email support inquiries must include a corresponding support file and system log.

b. Response times are dependent on request volume, and whether or not requisite information is provided. Requests with missing or incomplete system information may be delayed. 

1. In some instances, automated responses are sent to gather more information about your issue. If you do not reply, your request may be delayed.

c. Email support requests cannot be converted to a chat session.

III. Support Limitations

a. Ubiquiti Support is limited to chat and email services. Our engineers cannot:

1. Provide phone support.
2. Remotely connect to your network.
   
3. Join online conference calls to provide consultation.

b. 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

User Responsibilities

I. UniFi Network Planning

a. 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.

b. Support engineers cannot provide network consultation or device recommendations.

II. UniFi Network Configuration

a. 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.

b. 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

a. 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.

b. 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 host machine 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

a. Users are responsible for ensuring that third-party devices, extensions, services, and tools do not interfere with the operation of their UniFi OS 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.

b. 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.