S E R V I C E
UniFi Support for Melbourne and Victorian Businesses
Ongoing support for business UniFi networks: changes, firmware, faults, cameras and doors, handled remotely first and on-site when something physical needs attention.
Kookaburra Comms provides ongoing UniFi support for businesses in Melbourne and Victoria: remote changes, firmware, fault diagnosis and camera and door administration, with on-site attendance for physical faults. Networks installed by someone else are taken on after a review and documentation pass, and interstate sites are supported on the same console.
Key facts
- UniFi is cloud-managed, so most configuration changes, firmware updates and fault diagnosis can be done remotely.
- UniFi has no per-device licence fees for its core applications, so support is usually the largest recurring cost of running it.
- Taking on a network someone else installed starts with a review and documentation pass, before support begins.
Common use cases
- A UniFi network installed by a previous provider that nobody is currently looking after
- A business without in-house IT that needs someone to call when the Wi-Fi, a camera or a door stops working
- Regular changes: new starters, new SSIDs and VLANs, new cameras and door credentials
- Firmware that has been left on auto-update, or not updated at all
- A head office and branches, in Victoria or interstate, that should all be managed from one console
What's included
- Configuration changes: SSIDs, VLANs, firewall rules, switch ports and VPN
- Firmware updates, tested before they are pushed and scheduled outside busy hours
- Fault triage and diagnosis, so a visit happens only when one is needed
- UniFi Protect camera administration: users, retention and camera additions
- UniFi Access administration: credentials, schedules and door changes
- On-site attendance for failed hardware, cable faults and new runs
- Network documentation kept current as the site changes
What UniFi support covers
A UniFi network keeps changing after it’s installed. Staff join and leave, a new SSID or VLAN is needed for a new type of device, cameras and door readers are added, and firmware keeps arriving. Every so often something physical fails.
Support covers all of that across the parts of the platform a business runs:
- UniFi Network, covering the gateway, switching and Wi-Fi, including firewall rules, VPN and port changes
- UniFi Protect camera users, retention settings and new cameras
- UniFi Access credentials, door schedules and changes to who can go where
Because UniFi is cloud-managed, most requests are handled remotely without anyone travelling.
Firmware without surprises
Firmware is the part most often neglected, or left on automatic updates. Neither is ideal on a business network. Skipped updates leave known problems unpatched, and an update applied the day it’s released occasionally breaks something on a production site.
We test an update before it is pushed, schedule it outside busy hours, and check the site afterwards. On sites with cameras and doors, that includes confirming the cameras are recording and the doors are behaving as they should.
Taking over a UniFi network someone else installed
Plenty of businesses have a UniFi network that was installed well and then left alone. The installer moved on, nobody has the admin login, or the only documentation is in someone’s head.
We can take those sites on. The first job is always a review. We confirm who owns the console and get proper administrator access, check firmware and configuration, and write down how the network is actually set up. Anything risky, such as an exposed management port, a flat network with guests on it, or a switch near its PoE limit, is raised before we take responsibility. Comms room cleanup and network documentation describes what that documentation looks like.
If the review shows the network needs rebuilding rather than supporting, we’ll say so. Migrating to UniFi covers how that’s done in stages.
Remote first, on-site when it’s physical
Remote access does most of the work, and it also does the diagnosis. It tells us whether a problem is a setting, the internet service or a piece of hardware, which decides whether a visit is needed at all.
When one is needed, for a failed switch, a damaged cable, a camera that needs moving or a new run to a desk or door, the same team that supports the network attends. Our ACMA registered cabler is part of that team, so a cabling fault doesn’t need a second trade.
UniFi support as part of managed services
UniFi support can stand alone, or sit inside a wider managed services agreement that also covers business internet and 8x8 phones. For a business without in-house IT, that’s often the simpler arrangement. When a call drops or a site goes offline, one team investigates the network, the internet service and the phone platform together, instead of three providers each pointing at another.
Why Kookaburra Comms
- The team that installs UniFi networks is the team that supports them
- Ubiquiti partner, with an ACMA registered cabler on the same team for physical faults
- Internet and 8x8 phones can sit under the same agreement, so nobody argues over whose fault a problem is
- Melbourne-based, with remote support for your Victorian and interstate sites
Frequently asked questions
- Can you support a UniFi network someone else installed?
- Yes. The first step is a review of what is actually there: console access and ownership, firmware levels, how the network is configured and whether any of it is documented. Anything risky is raised before we take responsibility, and the documentation is written up so the network is supported as it is rather than as someone remembers it.
- Is UniFi support a contract, or can we pay per job?
- Either. Some businesses want an ongoing agreement covering changes, firmware and faults across every site. Others prefer to call when something needs doing and pay for that job. An agreement suits businesses that make regular changes or can't afford the network to be down; job by job suits small, stable sites.
- What can't be fixed remotely on a UniFi network?
- Anything physical: a failed switch or access point, a damaged cable, a camera that needs re-siting, or a new cable run for a new desk or door. Remote access still matters in those cases, because it is what tells us which piece has failed and what to bring, so the visit fixes the problem the first time.
- Who owns the UniFi console and the admin accounts?
- The business should, so that changing provider never means recovering access from anyone. Where a previous installer set the console up under their own account, moving ownership back to the business is part of taking the site on.
- Can you support our UniFi sites outside Victoria?
- Yes, for Victorian businesses with branches interstate. Each site is adopted into the same console, so changes, firmware and fault diagnosis are handled remotely in the same way as the Melbourne office, with any on-site work scheduled as a project.
Helpful guides
- UniFi Licensing and Running Costs: What's Actually Free — Why support is usually the largest recurring cost of UniFi.
- Comms Room Cleanup and Network Documentation — What the documentation pass on a taken-over site produces.
- Migrating to UniFi from Consumer Gear or an Ageing Network — When the existing network needs replacing rather than supporting.
- The UniFi Ecosystem Explained — What the UniFi platform covers beyond networking.
Related services
- Ubiquiti Network Services — Design and installation of new UniFi networks.
- Managed Services — Network, internet and phones looked after under one agreement.
- Access Control & Door Entry — Adding UniFi Access doors to a supported network.
Talk to Kookaburra Comms
Get a no-commitment quote for unifi support across Melbourne, regional Victoria or interstate. Call 03 9008 4199 or send a message.
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