Support FAQ

CustomLink support is grouped into Remote Support, On-Site Support, and Product Support. Please refer to our Support Scope & Service Guide for the full scope and limits of support.

Remote Support FAQ

What Remote Support options does CustomLink offer?

CustomLink provides two main types of Remote Support:

Standard Remote Support is complimentary for CustomLink-supplied systems and is designed for general support, app assistance, minor adjustments, basic troubleshooting and help using an already operational system.

Paid Deep Dive Remote Support is used for more detailed, complex or time-consuming technical work, including advanced setup, configuration, programming, integration, final setup, extended troubleshooting, AI camera setup, VMS, access control, Ness M1, Inception and suitable third-party systems.

For full support scope and limits, please refer to our Support Scope & Service Guide.

What is included with Standard Remote Support?

Standard Remote Support may include:

  • Help understanding how your system works
  • App assistance, including login, notifications, viewing and basic settings
  • Minor configuration adjustments on a working system
  • Troubleshooting of CustomLink-supplied equipment within the Standard Remote Support scope
  • Feature explanation
  • General operational guidance

Standard Remote Support is intended for systems that are already installed and generally operational.

When is Paid Deep Dive Remote Support required?

Paid Deep Dive Remote Support may be required when the work goes beyond Standard Remote Support.

This may include:

  • Full setup from factory default
  • Final setup after installation
  • Advanced programming
  • Reconfiguration
  • Integration work
  • AI camera setup or fine-tuning
  • Network configuration beyond minor adjustments
  • Router, port forwarding or VLAN changes
  • Extended troubleshooting
  • Dedicated user training
  • Support for suitable systems not supplied by CustomLink

Deep Dive Remote Support must be purchased as support time and scheduled with CustomLink.

Do I need to prepare before Remote Support?

Yes.

For remote support, CustomLink may need to view the app on your mobile device or connect to your system through your Windows computer.

Please review Prepare for Support before your callback or scheduled support session to help save support time.

Can CustomLink connect to my phone or computer?

Yes, where suitable.

CustomLink may use secure remote access or screen-sharing tools such as TeamViewer.

Depending on the device:

  • Windows computers may allow remote control
  • Android devices may allow screen viewing or control, depending on the device and permissions
  • iPhone and iPad devices generally allow screen viewing only, not remote control

Remote access depends on internet connection, device permissions, software access and customer approval.

Can Remote Support replace a site visit?

Sometimes.

Remote Support is often faster and more cost-effective than a site visit, especially for app setup, configuration checks, troubleshooting, programming and system guidance.

However, Remote Support cannot replace physical work such as cabling, mounting, termination, electrical work, replacing devices or physical inspection. Where physical work is required, a customer, installer, electrician or suitable licensed trade may need to be on site.

On-Site Support FAQ

Where do you provide on-site support?

CustomLink provides On-Site Support within Brisbane.

If you are outside Brisbane, we can still assist through Remote Support using phone, screen sharing and secure remote access tools such as TeamViewer.

What does on-site support include?

Our Brisbane on-site support may include:

  • Fault diagnosis and repair
  • System adjustments, testing and upgrades
  • Setup and configuration assistance
  • User training and guidance

If an issue cannot be resolved remotely, an on-site visit may be arranged depending on availability, urgency, and site requirements.

Do I have to pay for on-site support?

CustomLink-Installed Systems (Within Labour Warranty)
On-site attendance may be provided at no charge during the applicable labour warranty period, subject to the relevant warranty terms.

CustomLink-Installed Systems (Outside Warranty)
Call-out and labour charges may apply depending on the issue.

Systems Supplied or Installed by Others
Standard service rates apply.

All visits are pre-scheduled, and where applicable, an estimate will be provided before work begins.

Please note that on-site attendance may still be chargeable where the issue is outside warranty, outside CustomLink’s installation scope, not related to a product fault, or not related to CustomLink workmanship.

What are your on-site support rates?

For non-warranty, out-of-warranty or third-party systems in Brisbane, on-site support is charged based on site location, technician level and work complexity.

A minimum call-out charge applies from $165, which may include travel and up to 30 minutes on site, depending on the site location.

After the included time, labour is charged in 15-minute increments.

On-site labour rates generally range from $88 to $110 per hour, depending on the technician required and the complexity of the work.

More complex systems, integrated systems, advanced troubleshooting, programming, automation, access control, VMS, Ness M1, Inception or third-party system work may be charged at the higher rate.

An estimate will be provided where applicable before work begins.

Payment may be made by cash on site or by direct deposit after invoice. Invoices are due upon receipt unless otherwise agreed.

Can I get remote support instead of a site visit?

Yes.

For customers anywhere in Australia, Remote Support is often faster and more cost-effective.

We can guide you or your installer live by phone and secure remote access tools, helping with setup, troubleshooting, and adjustments without requiring a site visit.

Product Support FAQ

Which products does CustomLink support?

CustomLink provides Remote Support Australia-wide and On-Site Support within Brisbane for many professional security, automation and control systems.

This may include products listed on our website, systems supplied by CustomLink, systems used in our installed or customised projects, and selected compatible systems supplied by others.

Support availability depends on the product type, system condition, access, available information and whether CustomLink can reasonably assist.

For full details, please refer to our Support Scope & Service Guide.

Example: Clipsal C-Bus Lighting System

CustomLink may support selected Clipsal C-Bus programming and integration work, including relays, dimmers, light switches, fan controllers, shutter relays, SHAC controllers and integration with systems such as Ness M1.

Remote programming support usually requires a suitable C-Bus interface, such as a USB PC interface or SHAC connected to the C-Bus system.

Older touchscreen-based access or obsolete hardware may not be supported due to end-of-life status, software limitations or lack of available support tools.

What types of integration support can CustomLink provide?

CustomLink may assist with suitable integration work, depending on the system and access available.

Low-level integration may include linking system inputs or outputs with compatible gate motors, garage motors or conventional switching inputs.

All 240 V electrical work must be performed by a licensed electrician.

High-level integration may include linking systems through dedicated hardware, software platforms, automation controllers or supported integration methods.

I Cannot Find The Product I Need Support For On Your Website

    CustomLink regularly supports selected products and systems that are not listed on our website.

    If your product is not listed, please contact CustomLink and include:

    • Your name
    • Phone number
    • Product name and model
    • A short description of the system
    • A clear description of the issue or support required
    • Photos, screenshots or system information where helpful

    Depending on the system and support required, CustomLink may recommend Standard Remote Support, Paid Deep Dive Remote Support, or On-Site Support within Brisbane.

    Can I get support for products not purchased from CustomLink?

    Yes.

    CustomLink offers Remote Support Australia-wide and On-Site Support within Brisbane for many compatible systems, including systems purchased elsewhere.

    CustomLink may be able to assist with:

    • Configuration
    • Fault finding
    • Optimisation
    • User training
    • System review
    • Integration advice

    Support availability depends on the system type, condition, access, software availability and information available at the time of assessment.

    For systems not supplied by CustomLink, Paid Deep Dive Remote Support may be required.

    I need to buy products that aren’t listed on your website

    CustomLink uses many additional products for custom installations and special projects that may not appear online.

    If you need something not listed, please request a quote or contact CustomLink. We will confirm whether we can supply, recommend or support a suitable product for your project.