Ubiquiti Support and User Responsibilities

Ubiquiti provides flexible UniFi technical support for businesses and enterprise deployments, ranging from free 24/7 chat and email support to 24/7 phone support designed for mission-critical reliability. Our support teams provide best-practice configuration guidance, troubleshoot unexpected behavior, and escalate complex issues to specialized engineers when needed.

How Do I Get Support?

Mission-Critical Phone Support

For organizations requiring enhanced support for mission-critical deployments, Professional Site Support provides 24/7 phone support for eligible deployments in the US, Canada, and Europe.

Site owners can enroll directly through Site Manager by opening the support menu for the applicable site.

MSPs and system integrators that deploy and manage UniFi for customers can also enroll in the UniFi Partner Portal for partner-specific resources, enablement, and support offerings.

Standard Technical Support, Warranty, and Billing Assistance

All UniFi customers have access to free 24/7 chat and email technical support.

Our support engineers provide product guidance, configuration best practices, and troubleshooting for unexpected behavior. Cases begin through chat for efficient information gathering and can be escalated to specialized engineers for further investigation when needed.

RMA requests can be submitted at rma.ui.com and are subject to warranty eligibility.

Pre-Sales & Solution Architecting

UniFi Pre-Sales Architects provide design and architecture assistance for large-scale enterprise deployments. For qualifying projects, request assistance at experts.ui.com.

For additional design, installation, integration, or managed services, find a trusted UniFi solution provider in your area at installers.ui.com.

Additional resources for planning and configuration include:

• UniFi Design Center: Design deployments, place devices, visualize WiFi coverage, and plan connectivity.
• UniFi Help Center: Find configuration guides, best practices, troubleshooting, and product documentation.

What Can Ubiquiti Technical Support Help With?

Ubiquiti Technical Support helps customers troubleshoot UniFi products, validate configurations against best practices, and investigate unexpected product behavior. When additional investigation is required, cases can be escalated to specialized engineers.

Some requests require network design, implementation, or administration beyond the scope of technical support. For these needs:

• Network design and product selection: Use UniFi Design Center, contact Pre-Sales for qualifying enterprise projects, or work with a UniFi solution provider.
• Hands-on configuration and implementation: Work with a UniFi solution provider, MSP, or system integrator.
• Third-party products and services: Consult the applicable manufacturer or administrator. Ubiquiti Support may help determine whether UniFi is contributing to an interoperability issue.
• Custom network policies: Customers or their implementation partner are responsible for designing custom firewall, routing, traffic, and VPN policies.
• Security analysis: Customers are responsible for validating and investigating security threats.
• Self-hosted infrastructure: Customers are responsible for maintaining the host environment supporting self-hosted UniFi software.

Ubiquiti reserves the right to decline requests that fall outside the scope of technical support.