What should be included in a managed UniFi network?
The short answer
A managed UniFi network scope should list the covered gateways, switches, access points, and sites, then define the service around them. Specify configuration ownership, monitoring, update approval, backups, incident handling, onsite work, and documentation. Clarify which connected applications and third-party systems are supported, and separate hardware replacement terms from routine network management.
Answered by Jim Mazzarella, CEO & Managing Partner
Define the management boundary
Ask whether the provider manages only the network or also the cameras, doors, voice systems, and other applications attached to it. Record ownership of administrative accounts and customer access. The agreement should state how a request moves between the network provider, internet carrier, software vendor, and internal IT team.
Make ongoing work explicit
- Inventory of covered devices and sites, including approved exceptions
- Monitoring scope, alert review, support hours, and escalation contacts
- Change approval, maintenance windows, configuration records, and recovery procedures
- Remote troubleshooting, onsite dispatch, spare equipment, and replacement eligibility
- Service reporting, documentation access, renewal, and transition assistance
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