Ubiquiti Aims To Fix Support Problems With "Professional Support"
Ubiquiti is famous for being incredibly difficult to talk to a human being. While their pricing is quite low and the company is generally favorably viewed, their support is not.
Now, they have released a new phone support plan called "Professional Support" / Site Support, but how does this compare to its previous support, and what problems does it solve / what limitations does it have?
This report examines what Professional Support is, how it compares to Ubiquiti's previous support, and who should use it based on IPVM testing.
Executive *******
****'* ******* ******** **** **** **** support ** *********, ***** *** ******* / ******* * ***** **** **** a **** ******** ******* ****** ** troubleshoot ******** ***** ******** *** ********** Ubiquiti *******. ******** **** **** ** still ** **** *** **** ******* details **** ** ****** **** ******** out ** ****, ***** ** *********** in *** **** *******.
** ********** **** ******** ********* *** find *** $*** / ***** / gateway ************ *** ********* - ******** to *******'* ***-**** ********. *******, *** users **** **** ******* ********* ********** or ******* ****** ****, **** *** be ****** ** * ****-********* ****** with ***** ***** ******* ** ****** with *************** ****** ***** ** ******-**** competitors.
******** ** ********'* ******** "*****" *******, the ************ ******* ******** ******** / user ********** **** *** ******* ******* support ************* *** * ********** ******* structure. ***** **** ***** ***** *******, the *** ******** **** *** ******* expedited ********* ******* ** ******** ********** as *** ***** ******* ***, ***** may ** **** ******** / ********* to **** *********.
********'* ************ ******* ******* *** ****** benefit ***** **** ******* ********* ********* or ***** ******* ******* ** ******** infrastructure, ********** ** **** **** ******* in-house ** *******. *******, ******* **** Ubiquiti's ******* *********** *****, ******** ****** cost *********, *** **** ******* ****** may ******** *********** ********** ***** ** previous "***** *******" ***** **** ****** this *******.
Professional ******** "***** ******" ********
********'* ************ ********* * **** ***** ******* ******* limited ** **-***** ********* ******** **** new *** ******** ******** ******** *** connected ** *******, ******* $*** *** per ***** *** ******* (***** ****** Pricing):
*******, **** **** ***** **** ************* limited / ***** ******* *********** ***** of*-* ** ******-******, ********* ********.**** *** **** ** *********** *** some ** ****** *** ***** ******* of ***** *********** *****, ******* ********* must **** *** * ******** / response **** ******* *** ********* ******** day.
Compared ** ******** ***** *******
******** ** ********'* ************ ********* *********/***********(*** ******** **** *****) "***** ****** Licensing," ************ ******** *** ********** *** the ***** ** **** ****, ********* pricing ********* *** ******* ******* *************, which *** ******** *** *** **** devices.
*** ***** ******* ******* ** ************ Services ** ******* ** **** *** previously ******* ** *** "*****" *******. However, ************ ******** **** *** ******* expedited ********* ******* ** ******** ******* warranties, ***** *** *** **** *************** between *** *** ********.
*** *******, *** **** ********** *** vastly *********, **** ************ ******** ******* a **** $*** *** *** ***** (during **) *** * ******* *** connected ********** ****** *******, ***** *** "Elite" *** * ****** **** *********, as ***** *****:
Ubiquiti ******* ****** *********
********'* ******** "*****" ******* *** **** discontinued, *** ******* ***** * **** support ******, **** ******** ********* ***** complaints ***** **** *******, **** **** times, *** **** ************ **** *******, as ***** ****** *****.
*** *******:
**** ********** ****** ***** **** $**** on ***** ********, *** ** ***'* reach ******. *** *** *** **** 2 *****. ****'* ******** ******** ** being ** **** **** **** *** an **** *** * **** ****** hanging **. *** ***** ******* "************@****.***" goes **********, *** *** **** ***** tech ** **** * ** ***** (and *** **** ********** ******* ** the ****) ********** ** (*****) ** vacation.
****, ******* ** *** ***** ********* going ** ********** ******:
*****! 😂@**-******** *** ******** ** ********** ** any ** ** ****** **** ****** ago? ** *** *** **** ****** it’s **** ** ****, *** ***** as **** ****** ****? ** ***** Jonathan **** ** ***** ** ****** the *****.
“******** *****-******** ******”. ****, * ******** ** ***** Boeing **** *** ******* ** ***** non-sensical ********* ************ ** ****.
*** ******* *** *** *** ****.
**** *** *** ****** ******* *** your “*******” ** ** ****** *******. You **** ****** *** *********** *******, *** ***’** ********* **** (and **** *** *****). *** *************, you **** **** ****** ******* ** continue ** *** **** ***** *** to *** *** *******; *** **** some ******* ** **** *** ***** to*********** **** *** ***** ** ******* to ******** ****-*******...
*** *** *** **** *** * bunch ** ********.
**’** ******* ****** **** ** ****** because ***’** ******* *** **** ** bad. *’* **** **’** *** *****.
*********, **** *********** **** ** *********** view / ***** ******** *** ********** about ********'* *******, **** * *** examples *****:
- "***-*** ******* *** ***** ** **** used ******** ******** **** **** ***********, their **** ******* ** *******. ** have ********** ****** **** **** *** equipment ********* **** **** *** ** this ******."
- "** ****** ******** ***** ** * great ******. *'** ***** ******* *** issues *** ************ **** ***********."
- "********* **** **** ** *******. **** is * *** ***** *** *** intended *** *** *********** ** ********** markets."
- "***** **** ******* ** *** *** that *****. *** ****** *** **** a **** ****** *** ** **** support *** ******** ********."
*** **** ** ********'* ************, *********** ************ ********** *************** ************ ********** ****
Previously ******* ** **** ****** / ******* ********
***** *** *** **** ******* **** has ******** ******** *** ***********, **** offering ***** ******** ********* *** ****** to ******* **** ******* **** * Ubiquiti ******** ** **** **** ************ / ********** ******.
** ********, ******* ***** ********, ***** are ******* ** ******** **** ******, support ********, *** *** ******** ** "figure ** ***," *****, ** ***** above, ** ****** **** ****** ***** users.
** *** **** ******* ********** ********* with ******* ********* *********. *****, ** may ** *** ****** *** **** with * ******* ****** ** ******** devices ** **** ****** ****** ***********, which *** ***** *** ***** / adoption ** **** *******.
Professional ******** **** **** **** ********** ********
***** ** **** ****** / ***** analyzed ****, ******** ********* ** ****** once **** ** ***** ********* / released. *** ******* *********** **** **** will ** ***** ******** **** *******, Ubiquiti **** ****. ** **** ****** and ******* *** **** ******* ** that ****.
********** *******: **** ******-******** **** *** margins *** *** ** ************** ******** outside ** *** *********** ****** *** made ** **** **** ********** ** have ********* ******* ** *** *** space. **** **** *** ** ** undervaluing ***** *** *** ******* **** provides ******* *** *** **** **** need ******* ** ******** ***** **** in *** ******** ***** ******* *** margins ** *** **** **** ** add ********** ******* ** *** ** their ********* ***** ** ******* **. If ****'* **** ******* *********** ******* in *** ***** ***** **** ******** could **** *** **, **** ***** never **** **** ** *****.
****, ** *** ** **** **** they *** ****** *** ******** **** manufacturers **** ***** ** ******* *** just ****** ** * ****** ** SDN, *** *** *** ******** ************* have ****** ** *** *** ******** to ***** ******* ********* **** ******* and ***-****** *******. **'* **** ******'* Reyee **** ** ***** *** *** distribution ******* ** ***, ** **.
(**********: ***, *'* **** ** ******* for *** ** ***** ********** ******* manager **** ****. **, **** **** not ***** ** *******. ********, ** would ** **** ***** ** **** an ****-******, ***** ********, *****-******** *** controller, *** *'* *** ********** ***** enough ** ******* ****** ** **** that ******. ***, * **** **** the ******* ******* ******** **** ******* manufacturing *** * ***** *** ********* better ******, *** ** **** ***** I *** **** ******* **** ******. I **** ***** **** *** ***** criticizing ** ********** *** *** ***** practices.)
**** ********, ***** ******, ****. ** margins *** ** ******* ***** ****, one ***, *** ******** **** **** home ** *****. ***** **** *** is ****. ******** ** ***** ** have * **** **** **** *** walled ****** ********, ******** *** ******** with ******* ************* ********, *** **** support ********. **** *** ** ****** the ********** **** **** ****.
******: **** ******* *** **** ***** to *** *** **********:******** *** ******-******** **** *** ******* For *** ** ************** ********