01628 337501 - [email protected]
Support Plans for Business and Domestic Customers
UniFi Support Plans for Home & Business CustomersAt Home Network Solutions Berkshire, we provide professional UniFi support and maintenance, keeping your WiFi, CCTV, Access Control and Door Entry systems secure, updated and performing at their best — without unnecessary onsite visits.
We offer Bronze, Silver and Gold support packages, providing:
Whether you’re a home user, IT team, or installer, our support plans help ensure your UniFi systems stay reliable, secure and professionally maintained.
We offer Bronze, Silver and Gold support packages, providing:
- Remote monitoring
- Firmware & security updates
- Email & phone support
- Change requests
- Optional onsite assistance
- Priority response times (Gold & Silver)
Whether you’re a home user, IT team, or installer, our support plans help ensure your UniFi systems stay reliable, secure and professionally maintained.
BronzePerfect for Domestic CustomersServices include:
- Remote Monitoring. - Firmware updates and patches. - Unlimited email support, response within 8 hours. - Phone support on appointment. - 2 Free Change Requests a month. £15+VAT per month |
SilverQuicker Support and Added SecurityServices include:
- Everything included with Bronze. - Unlimited email support, response within 4 hours. - Phone support, appointment within 4 hours. - Discount for onsite engineer support. - 6 Free Change Requests a month. - Initial Security Audit. £24+VAT per month |
GoldFastest Response & Onsite SupportServices Include:
- Everything included with Silver. - Unlimited email support with 1 hour response. - Phone support, call back within 1 hour. - Onsite Engineer Support. - Annual equipment service. £49+VAT per month |
Support Plan Terms and Conditions
Our support plans are designed to provide reliable and responsive remote assistance for your Ubiquiti UniFi network, WiFi, CCTV, and Door Entry systems.
Please review the following terms before subscribing to a support package:
Please review the following terms before subscribing to a support package:
- Service Hours – Support is available during normal business hours, Monday to Friday, 9:00am – 5:00pm, excluding weekends and UK bank holidays.
- Device Coverage – Each plan covers up to five (5) devices. Additional devices can be added at a cost of £0.25 + VAT per device per month.
- Response Times – All reasonable efforts will be made to meet the published SLA response times, provided that requests are submitted through the correct communication channels.
- Support Requests – All support requests must be emailed to [email protected] to ensure proper logging and tracking.
- Equipment Eligibility – Home Network Solutions Berkshire Ltd. can only guarantee and provide support for equipment that we have supplied and installed. Third-party or customer-supplied equipment will be supported on a best-effort basis only and may fall outside SLA response times.
- Onsite Support (Gold Plans) – Gold Plan members are entitled to two (2) complimentary one-hour onsite engineer appointments per twelve-month period. Any additional onsite time or visits will be charged at our standard hourly rate (subject to a 15% discount). Please contact us for current rates.
- Scope of Service – Support services apply to your Local Area Network (LAN) and connected devices only. Troubleshooting or configuration of ISP connections, broadband routers, cloud services, or third-party integrations are not included.
- Connectivity Requirement – A working internet connection is required to allow remote monitoring and access. Where connectivity is unavailable or restricted, response times and service capabilities may be affected.
- Fair Use Policy – All support plans are subject to a fair use policy. Excessive, unreasonable, or abusive use of support services may result in temporary suspension or cancellation of your plan at our discretion.
- Plan Cancellation or Amendment – Home Network Solutions Berkshire Ltd. reserves the right to amend, suspend, or cancel support services or pricing at any time with 30 days’ written notice.
- Liability – Home Network Solutions Berkshire Ltd. shall not be held responsible for any data loss, downtime, or consequential damages resulting from software updates, hardware faults, or third-party system failures.
- Payment Terms – Support plan fees are billed monthly in advance. Late or missed payments may result in suspension of services.
- Remote Access Consent – By subscribing to a support plan, you authorise remote access to your systems for diagnostic and maintenance purposes.
- Automatic Renewal – Support plans renew automatically each month unless cancelled with 30 days’ written notice.
- Choosing the Right Support Package – Please select the support plan that best suits your needs. If your systems require rapid assistance or business-critical uptime, a package with a shorter SLA response time is strongly recommended. We commit to responding within the SLA times defined by your plan; requests for faster responses outside of your package’s terms cannot be prioritised.
