This article attempts to clarify some differences between the free HostiFi support included with every HostiFi cloud hosting subscription and HostiFi Pro, our professional services department.
A simple definition we have used until now is - HostiFi support will "show you how" whereas HostiFi Pro can "do it for you"
But there are other differences outlined here as well. Ultimately it is a matter of discretion on the part of the support technician whether a request can be handled by the support team or would require paid support from HostiFi Pro.
HostiFi support
Only available for customers who have purchased a UniFi, UISP, or Omada cloud hosting subscription
Free, included with a HostiFi cloud hosting subscription
Examples of support inquiries: anything HostiFi server related, cloud subscription billing inquiries, anything migration related if moving to a HostiFi server, any HostiFi device adoption related issues, any related questions which don't require extensive time investment into customer network configurations or settings to answer like whether a feature is supported in UniFi or where to find a particular setting
Examples of types of products supported - only products which can be connected to HostiFi servers like most UniFi Network products (but not UDMs unless migrating them to HostiFi), UISP, Omada
HostiFi Pro
Available to anyone
Paid service which can be billed hourly, or with a discounted block of hours, fixed rate per project, or subscription based - see hostifi.com/pro for more info
Examples of HostiFi Pro project based work: WiFi optimization, VPN configuration or troubleshooting, point-to-point wireless configuration
Example types of products supported - All Ubiquiti products including UniFi Network, UniFi Protect, UniFi Talk, UniFi Access, UniFi Dream Machine, UID, UniFi Connect, UISP, pfSense and others