UNaaS Contract Terms & Service Level Agreement
Transparent terms. Clear SLAs. No surprises.
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Contract Terms Section
At UniFi Nerds, we believe in complete transparency. Before you commit to a UNaaS partnership, we want you to understand exactly how our service works — no fine print, no surprises, no confusing legal jargon.
Our UniFi as a Service model is designed to give you enterprise-grade networking infrastructure without the traditional burdens of ownership. We handle the hardware investment, ongoing maintenance, 24/7 monitoring, and equipment refreshes — you simply pay a predictable monthly fee and enjoy a network that just works.
Below you’ll find everything you need to know about partnering with us: contract lengths and what each offers, payment terms and schedules, hardware ownership and refresh cycles, our service level commitments, and what happens at the end of your term. We’ve structured our agreements to protect both your investment and ours, creating a true partnership where our success depends on keeping your network running flawlessly.
We know that signing a service contract is a significant decision for your home or business. That’s why we’ve laid out every detail here — so you can make an informed choice with complete confidence. Take your time reviewing the terms, and if anything is unclear or you’d like to discuss specifics, our team is always happy to walk you through it.
Available Contract Lengths:
24 Months
- Shortest commitment
- Higher monthly rate
- Hardware refresh at renewal
36 Months (Recommended)
- Shortest commitment
- Higher monthly rate
- Hardware refresh at renewal
60 Months
- Shortest commitment
- Higher monthly rate
- Hardware refresh at renewal
Payment Terms:
Infrastructure (One-Time)
- 50% deposit to schedule installation
- 50% due within 3 business days of completion
- Payments >30 days late: automatic lien
UNaaS (Monthly)
- First month due at contract signing
- Subsequent months due on 1st of each month
- Late payments (>15 days): 5% late fee
- Payments >30 days late: service suspension, automatic lien
Hardware Ownership
- UniFi Nerds owns all network equipment (always)
- Client receives full use and support for contract duration
- No buyout option available
- Equipment must be returned at contract end (if not renewing)
Early Termination
- No early termination allowed
- Contract is binding for full term
- Protects our capital investment in your deployment
Exception: If client files bankruptcy or ceases operations, we have immediate right to retrieve equipment.
End of Term Options:
Option 1: Renew
- Sign new contract (24/36/60 months)
- Receive refreshed hardware (current generation)
- Monthly fee may adjust based on new hardware costs
Option 2: Exit
- Provide 30-day notice
- We remove all equipment within 30 days
- No penalties or exit fees
Hardware Refresh:
- 24/36-month contracts: Refresh at renewal
- 60-month contracts: Refresh at 48 months (APs only)
- Like-for-like or equivalent/better hardware
- No additional cost
Client Responsibilities
- Pay monthly UNaaS fee on time
- Provide suitable environment (power, climate control, physical security)
- Do not tamper with, modify, or reconfigure equipment
- Notify us immediately of any hardware issues
- Provide access for on-site visits (if needed)
- Maintain internet service (ISP)
UniFi Nerds Responsibilities
- Own and maintain all network hardware
- Monitor network 24/7 via automated tools
- Respond to support tickets per SLA
- Perform firmware updates and configuration changes
- Replace failed hardware at no additional cost (if not caused by client)
- Refresh hardware per contract terms
- Remove equipment at contract end (if not renewing)
Exclusions (Client Pays Separately)
- Damage caused by client or client's agents
- Hardware modifications/reconfigurations requested after initial deployment
- Relocation of equipment to new site
- Upgrades/expansions beyond original scope
- Internet service (ISP responsibility)
Service Level Agreement (SLA)
SLA Credits
If we fail to meet our SLA response times, you’ll receive a credit on your next monthly invoice:
- 1-2 hours late: 10% credit
- 2-4 hours late: 25% credit
- 4+ hours late: 50% credit
Note: SLA credits only apply to response times, not resolution times. Complex issues may take longer to resolve, but we’ll respond within the SLA window.
Uptime Guarantee
We guarantee 99.5% network uptime
(excluding planned maintenance and ISP outages).
Planned Maintenance
- Scheduled during maintenance windows (typically overnight)
- 48-hour advance notice
- Does not count against uptime guarantee
ISP Outages
- Internet service is your ISP's responsibility
- ISP outages do not count against our uptime guarantee
- We'll help diagnose ISP vs. network issues
Liability & Indemnification
Our Liability
- We're not liable for internet outages (ISP responsibility)
- We're not liable for damage caused by client
- We're not liable for business losses due to network downtime (beyond SLA credits)
Your Liability
- Client indemnifies us for damage to equipment caused by client's actions
- Client responsible for replacement cost of damaged equipment
Insurance
- We carry $1M per occurrence, $3M aggregate professional liability insurance
- All equipment and operations covered nationwide
Dispute Resolution
Process
- Contact your account manager to resolve informally
- If unresolved, escalate to management
- If still unresolved, binding arbitration (New York State)
Governing Law
New York State
Questions About Our Terms?
We’re happy to walk through any part of our contract or SLA in detail. Schedule a consultation and we’ll answer all your questions.
Schedule A Free Consultation: 833-469-6373