Support Credit

Support Credit

Support Credit allows you to pay for our Remote Technical Support, in addition to the free support we provide before and after your purchase.

What is Support Credit?

  • It can be used to access our Deep Dive Remote Technical Support, where we guide you through all stages of installation, configuration, and training — whether using CustomLink products or items purchased elsewhere.
  • Support Credit is provided free with your purchase.
  • It cannot be purchased, refunded, exchanged for cash, or used for any other products or services outside of Remote Technical Support.

How to Get Support Credit

  • Support Credit is automatically applied to your account with qualifying purchases.
  • Once your order is dispatched, you’ll receive an email confirming how much Support Credit has been added to your account.
  • To view your balance and learn how to earn more, log in and click the Support Credit widget.

Validity

  • Support Credit remains active for 365 days from your last transaction.
  • If no purchases are made within this time, your balance will reset to zero.
    • Example: If you have $100 Support Credit as of 12/09/2025, and you use $60, the $40 remaining will expire on 12/09/2026 unless you earn or use additional credit.

Using Your Support Credit

  • Support Credit can only be applied on the Cart page when booking Remote Technical Support (not at the Checkout page).

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For more details, see:

Related Information

Booking and unused support sessions

Up to two support sessions can be booked for Presales Support and one session for Technical Support. If more time is needed, our support technician will extend the time to the next available session.

Up to 6 sessions can be booked for Deep Dive Support. Unused sessions will not be refunded and will be converted to support credit, which you can use to pay for our Deep Dive Support. See Support Credit for more information.