SLA-backed Technical Assistance Center
Talk to a US-based network engineer 24/7.
Why Unified IT TAC
On site in the contiguous United States
When the fix needs hands, an engineer gets on a plane, travel included. On Mission, the Severity 1 dispatch target is two hours, 24×7.
An SLA in the contract
On the Mission tier the SLA is written into the contract: severity levels, response targets and coverage hours, 24×7.
- Sev 1 · outage1 hour
- Sev 2 · degraded2 hours
- Sev 3 · request4 hours
Engineers who know other vendors
Complex environments run on more than UniFi. When you share a network with a partner agency or another organization, you need engineers who know their gear too, and a lab to validate it in.
Questions
Choosing a plan, and how the TAC runs day to day.
UniFi Site Support is the better option if you are cost-conscious. It is great for home, small business and, in some cases, larger businesses. The Unified IT TAC is built for organizations that need an immediate response and the certainty that an engineer can be on site if required: environments where not knowing when you will hear back costs more than the service.
Yes. Plans start at $500 a month and every plan includes unlimited issue-based tickets; the full table is on the pricing page. We price the TAC to keep engineers available, so every client gets the response times and quality we commit to.
Yes, and it is flexible. Most clients sign a one-year term, and you can move up a tier at any time without a service interruption.
A network engineer, every time, with no tier-1 script and no call-back to schedule. The same engineer owns the ticket to close, and escalates to Ubiquiti when a fix needs the vendor.
An SLA, a service level agreement, is the contract: the coverage hours, severity levels and response targets we commit to in writing. An SLO, a service level objective, is a measurable target inside it, such as Severity 1 answered within one hour. Coverage runs from 8×5 to 24×7 by plan; the written SLA comes with the Mission tier.
For most clients, on-site visits are scheduled: a business day on Enterprise+, included on Mission. For our most critical clients, in OT, banking, hospitals and other medical systems, we charter aircraft and can be on site within hours, anywhere in the contiguous United States.
In short, no. We are a UniFi shop first. Many environments run more than one vendor, whether a migration is in progress or a partner agency runs different gear, and we support those. We do need some UniFi infrastructure in place, or a plan to move to it.
Monitoring, firmware and configuration backups on every plan. Quarterly health reviews from Enterprise up, change windows scheduled from the NOC, and documentation kept current after every change.
