How Support Works
The Support We Provide
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Overview
CustomLink provides support by phone, remote session, and where available, on-site support in Brisbane.
Where required, we may ask you to connect using secure remote access software such as TeamViewer.
Please ensure you have physical access to the system during the support call.
For all enquiries, including support, call 1300 122 520. If we’re on-site or assisting another client, please leave a message, and we’ll return your call as soon as possible during business hours.
You can also submit a
- Request a Callback form for general enquiries, presales, on-site support in Brisbane, or if you are unsure which support path applies.
- Request Support Callback form for products supplied by CustomLink.
For advanced configuration or commissioning (final setup, system checks, and fine-tuning) support, including systems not supplied by CustomLink, schedule a paid Deep Dive Support session.
For full support terms, scope boundaries, and responsibilities, please refer to our Support Scope & Service Guide and Remote Support Disclaimer & Terms.
Support Guidelines
All support provided by CustomLink operates under our Support Scope & Service Guide, which explains:
- Support categories
- Scope boundaries
- Minor adjustments vs reconfiguration
- Installer responsibility
- When support moves to Deep Dive
You can review the full guide here:
General & Presales Support
For:
- New system enquiries
- Upgrade discussions
- Compatibility questions
- General advice
Please call 1300 122 520 or submit a Request a Callback form.
We will assess your requirements and arrange assistance accordingly.
This support helps determine the correct pathway before technical work begins.
Standard Remote Support
Free Standard Remote Support applies only to CustomLink-supplied systems. Standard Remote Support helps you use and maintain an existing working system.
It may include:
- Advice and guidance
- Minor adjustments
- App assistance
- Help understanding system features
- Basic troubleshooting of CustomLink-supplied systems and products
Standard Support does not include full setup, major reconfiguration, advanced programming, or complex troubleshooting.
If the work goes beyond minor adjustments or basic troubleshooting, Deep Dive Support is required.
Paid Deep Dive Remote Support (Paid Technical Session)
Deep Dive Support is a paid technical session for systems not supplied by CustomLink, and for support that falls outside the scope of free Standard Remote Support for CustomLink-supplied systems.
It is suitable for:
- Advanced setup
- Final setup after installation
- Configuration or reconfiguration
- Integrations between devices or systems
- AI and analytics setup
- Network or remote access setup
- Complex troubleshooting
- Systems not supplied by CustomLink where appropriate
This is dedicated time reserved exclusively for your project.
Minimum booking: 30 minutes
Additional time is billed in 15-minute increments.
On-Site Support (Brisbane)
On-site support is limited to Brisbane and arranged where remote support cannot resolve the issue or where physical attendance is required.
Availability is subject to discussion, scheduling, and scope.
For full details, please refer to the Support Scope & Service Guide and, where applicable, the On-Site Installation Terms & Conditions.
How to Request Support
General enquiries / Presales / On-site support in Brisbane / Unsure
Please call 1300 122 520 or submit a Request a Callback form.
If we’re on-site or assisting another client, please leave a message, and we’ll return your call as soon as possible during business hours.
Products purchased from CustomLink or products supplied and on-site installed by CustomLink
Call 1300 122 520 or submit a Request Support Callback form for free Standard Remote Support.
If we’re on-site or assisting another client, please leave a message, and we’ll return your call as soon as possible during business hours.
For full details, please refer to the Support Scope & Service Guide.
Deep Dive Support
For paid support on systems not supplied by CustomLink, and for support that falls outside the scope of free Standard Remote Support for CustomLink-supplied systems.
For full details, please refer to the Support Scope & Service Guide.
How Pre-Configuration Can Help
Pre-Configuration is an optional service that can help reduce setup time and unnecessary support after your system is shipped.
We bench-test equipment, complete core setup, update firmware where required, and prepare the system so it arrives better organised and easier to install.
This can help reduce on-site programming time and avoid some common setup issues. However, it does not replace installation, installer testing, final site setup, or advanced integrations.
Some features and system behaviour still depend on the actual site environment, network setup, and correct installation, so additional setup may still be required after installation.
For full details, please refer to the Pre-Configuration Service page.