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.

View Support Scope & Service Guide

View Remote Support Disclaimer & Terms

All support provided by CustomLink operates under our Support Scope & Service Guide, which explains:

• Support categories
• Scope boundaries
• What is included and excluded
• Minor adjustments vs reconfiguration
• Installer responsibility
• When support moves to Deep Dive

You can review the full guide here:

View Support Scope & Service Guide

General & Presales Support is available before technical work begins.

This support is designed to help customers understand their options before spending money on a system that may not suit their needs.

It may include:

• new system enquiries
• upgrade discussions
• compatibility questions
• product selection guidance
• general technical advice
• discussing suitable systems for your home or business
• general planning around cabling, device locations, future expansion, and system suitability

CustomLink genuinely wants to help customers make informed decisions, not just sell equipment.

Many customers are unsure which system to choose, what cables may be required, where devices should be installed, or whether a system they are considering will actually do what they need.

Sometimes the better approach is not to buy everything at once. If the budget does not allow a complete system immediately, it may be better to start with the correct system foundation, correct cabling, and correct infrastructure, then expand the system step by step later.

This is especially important when building or renovating a home, shop, office, warehouse, or factory.

General & Presales Support does not include live programming, setup, configuration, reconfiguration, troubleshooting of an installed system, or final commissioning. Where technical work is required, Standard Remote Support or Paid Deep Dive Support may apply.

Free Standard Remote Support applies to CustomLink-supplied systems.

It is designed to help customers use and maintain an existing working system.

It may include:

• advice and guidance
• app assistance
• help understanding system features
• minor adjustments to an existing working system
• basic troubleshooting of CustomLink-supplied systems and products

Standard Remote Support does not include full setup, major reconfiguration, advanced programming, final setup after installation, complex troubleshooting, network design, router or VLAN changes, AI setup, or large configuration changes.

If the work goes beyond minor adjustments or basic troubleshooting, Deep Dive Support is required.

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

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
• Router, port forwarding, or VLAN-related support
• Complex troubleshooting
• Rebuilding or reprogramming systems
• 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.

Physical access to the system, a stable internet connection, and remote access software may be required.

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

Brisbane Only

On-site support is limited to Brisbane and is arranged by prior discussion and availability.

It is generally considered where remote support cannot resolve the issue or where physical attendance is required.

Unless otherwise stated in writing, on-site visits may incur a call-out fee plus time on site. This may include warranty visits where the issue is not related to product fault or CustomLink workmanship.

For full details, please refer to the Support Scope & Service Guide and, where applicable, the On-Site Installation Terms & Conditions.