Free. No obligation. No cost. Just expert advice — live via our website, as if we’re standing beside you on-site.

From the comfort of your mobile or computer, our experts will:

• Take the time to understand your needs, ideas, and budget.
• Review your site photos, building plans, or layouts live with you.
• Recommend the right products and technologies for your requirements — live via our website, so you can see options, compare models, and choose confidently in real time.
• Provide clear, upfront pricing with no hidden fees.
• Explain available monitoring and control options in simple, practical terms.

We help you save time on research, avoid costly mistakes, and design a professional-grade system that fits your exact needs — all with zero obligation to buy.

Enjoy lifetime peace of mind with free ongoing remote support for every CustomLink product you purchase.

Our Remote Technical Support is 100% free for as long as you own the products, allowing us to remotely:

• Diagnose and resolve issues.
– If your system or product was originally set up or configured by you, we can assist with minor adjustments for optimal performance and provide a quick walkthrough on how to use your system.
– If your system or product was originally set up or preconfigured by CustomLink, we can fine-tune features and configurations if performance is not meeting expectations, and assist with firmware or settings updates when required to restore compatibility or resolve known issues.

• Use your Support Credit (if available) to complete tasks that fall under Remote Deep Dive Support, without needing to book a separate Remote Deep Dive session — provided a session slot is available.
If Support Credit is used, it will be deducted in 15-minute intervals.

When combined with our Pre-Configuration Service, your system arrives ready to install — fully customised, tested, and optimised for your site. In most cases, this free lifetime support is all you’ll ever need for minor adjustments, updates, and troubleshooting.

All remote sessions are delivered just as if we were onsite with you — live over the phone and apps, using screen sharing and step-by-step guidance to ensure everything is done correctly.

On-Site Technical Support (Brisbane Only)
We provide On-Site Technical Support across Brisbane for all customers — whether your system was purchased elsewhere, online from us, or fully installed by CustomLink.

CustomLink-installed systems:
Call 07 3879 6839, your installer's mobile, or schedule a callback. If your issue cannot be resolved remotely, a qualified technician will attend your site — typically within the next business day — free of charge under your standard or extended labour warranty (12–36 months).

Systems purchased elsewhere or out of warranty:
Call 07 3879 6839 or schedule a callback. Standard service rates apply. During your callback, we’ll discuss your needs to confirm whether we can assist. If an on-site visit is required, we’ll provide a written estimate before any work begins — ensuring full transparency and no surprises.

Important: Unless otherwise specified in writing, all on-site visits incur a call-out fee plus time on site, whether or not any work is carried out. This also applies to CustomLink-installed systems under warranty, even if the issue is found not to be caused by our workmanship or product fault.

Please ensure you or your authorised installer/representative are present at the scheduled time, provide safe site access and power, and assist with any required walk-tests or verifications.

Our Remote Deep Dive Support service provides full installation assistance — as if we’re right there at your site, but remotely via phone and apps.

This service is available for all customers, even if you purchased your products elsewhere. It corresponds with the “Remote Deep Dive Add-On” mentioned on our Home Page Installation Options.

During your live Deep Dive session, we can:

• Configure, program, and test your system step by step.
• Perform walk tests, verify device operation, and fine-tune cameras or sensors — with your or your installer’s assistance for all on-site physical tasks.
• Train you on app features, event triggers, and advanced automation.
• Provide hands-on assistance with complex integrations.

Common Use Cases

• Advanced control panel programming (e.g. Ness M1, Inception)
• Smart camera functions such as Thermal Detection, Facial Recognition, Number Plate Recognition (LPR), and People Counting
• Complex site-specific automation setups
• Any situation where professional step-by-step remote guidance is required

Important: The customer or installer must be present throughout the session to perform any physical adjustments, walk tests, or confirmations as instructed.

• Free Support: Covers all CustomLink products, general troubleshooting, and ongoing assistance.
• Paid Deep Dive Support: Ideal for complex setups, advanced programming, or systems purchased elsewhere.
  

Every Pre-Configuration Service includes free Support Credit, covering at least one Deep Dive Support session.

Additional credit may also be included with selected purchases and can be checked at any time in your CustomLink account.

 

We provide remote support by connecting to your mobile device, Windows computer, or both using the TeamViewer app.

Before your session begins, please ensure the TeamViewer app is installed and ready on both your computer and your mobile device.
This small application lets us view or control your device remotely, so our team can assist you as if we were on-site.

How Remote Support Works

• Windows computers:
  Complete remote control available.
• iOS devices (iPhone/iPad):
  Screen viewing only (Apple restricts remote control).
• Android devices:
  Complete remote control available (depending on device permissions).

Important Notes

• If you have difficulty installing TeamViewer, we can guide you over the phone; however, this will use time from your booked session.
• If you prefer not to install TeamViewer, we can provide phone-only support, but it may take longer, and certain issues may not be resolvable without screen access.
• For mobile-based remote inspections, please ensure your mobile device has a reliable internet connection and be ready to move around your property during the session.

Installation Instructions

On Your Windows Computer

1. Open this link: TeamViewer for Windows 
2. Download TeamViewer QuickSupport (or TeamViewer)
3. Run the program.
4. Provide “Your ID” and “Password” to our support team.

On Your Mobile Device

For General Remote Support:

1. Install the TeamViewer Quick Support app

• iOS Devices (iPhone/iPad), use this link: TeamViewer for iPhone/iPad.
• Android Devices, use this link: TeamViewer for Android.

2. Open the app and follow the prompts to create a session code or share your ID.

For phone-camera-based support (site inspection, installation guidance):

1. Install the TeamViewer Assist AR (Pilot) app if you want us to see what you see through your phone’s camera.
This allows our technician to inspect your site visually, guide you through cabling or termination, check device placement, and assist with installation — all in real time, as if we were standing beside you.

• iOS Devices (iPhone/iPad), use this link: TeamViewer for iPhone/iPad.
• Android Devices, use this link: TeamViewer for Android.

2. Open the app and follow the prompts to create a session code or share your ID.

Network Requirements

• Your computer must be connected to the same network as the products you need support for (e.g., same router or switch).
• If we are helping you with mobile app setup, your mobile device must also be connected to the same local network as your system.
  

 

Support Policy & Disclaimer
Terms & Conditions for On-Site Installation