Apple @ Work: As Ubiquiti adds phone support, they warn other network service providers

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For the past 5-6 years I have been a Ubiquiti advocate for the vast majority of enterprise networking installations. It will not fit all installations. However, I believe it covers 95% of the networking needs of most organizations outside of data centers and highly demanding environments. One of the downsides of Ubiquiti for many users was its emphasis on email and forum support. Mission-critical environments require 24/7 support. Ubiquiti recently addressed this issue by now offering 24/7 phone support as an additional tier.

About Apple @ Work : Bradley Chambers managed the corporate IT network from 2009 to 2021. With experience deploying and managing firewalls, switches, MDM, enterprise Wi-Fi, thousands of Macs, and thousands of iPads, Bradley shares how Apple IT managers deploy Apple devices, build networks to support them, and train users, stories from the IT management trenches, and ways Apple can improve its products for IT departments.

Moving up is easier than moving down

Ubiquiti has been excited about new products and improvements in recent years, but they've been around for over 20 years. The company was founded by Robert Pera, who previously worked at Apple. While at Apple, Robert tested Wi-Fi-based products to ensure they met FCC electromagnetic emissions standards. Pera discovered that the power supplies that Apple Wi-Fi devices used to send signals did not meet FCC restrictions. Robert thought that increasing their power would increase their range and help them reach areas that traditional ISPs don't cover. His managers at Apple ignored the idea. He decided to create his own product. After spending several years working nights and weekends, he struck out on his own and founded Ubiquiti.

For a very long time, Ubiquiti has been focused on offering products at the consumer-to-enterprise level. However, they were playing the long game. As more and more core switching, firewall and networking functions move into chipsets, the software solutions that many large vendors charge top dollar for are no longer differentiators. These features are available to anyone using common chipsets from major manufacturers.

This move has allowed Ubiquiti to move up the market in terms of the features and hardware it offers at prices that many large vendors can't match. It's much easier for someone like Ubiquiti to move to more premium hardware and services than it is for a legacy vendor to move down the market to offer lower-priced products.

What is included in site support from Ubiquiti?

Your professional site support team consists of experienced network engineers specifically trained in the design, installation and operation of large-scale Ubiquiti. deployment. Whether your network is a small office or a large campus, Ubiquiti engineers are ready to handle all challenges, ensuring that

Standard site telephone support hours are 9:00 am – 5:00 CST, but there is 24/7 premium phone support that offers fast, responsive assistance any time you need it.

You will work with a dedicated member of Ubiquiti's professional website support team. This designated single point of contact will review the configuration history of your UniFi deployment, allowing you to effectively resolve issues without having to start over again to explain your network each time. This single point of contact approach speeds up problem resolution and improves the overall quality of support.

Let's summarize about Ubiquiti website support

Professional support for the Ubiquiti website is an additional service designed for those who need an additional level of support, but existing chat and 24/7 support. Email support services are still available for free without the need for any license.

Again, this is not Ubiquiti looking to make money from people attracted to their products at the lowest price, but recognizing that For some organizations and use cases, it's worth paying for 24/7 phone support.

Pricing:

During business hours phone support: $1,500 per site per year or $3,800 per year. site for three years.
24-hour phone support: $2,500 per site per year or $6,000 per site for three years.

Find out more about Ubiquiti site support