Remote Support Disclaimer and Terms
REMOTE SUPPORT DISCLAIMER & TERMS
Last updated: 4 June 2026
This page explains the key terms, limitations and responsibilities that apply when CustomLink provides remote support services.
This includes remote support provided for:
- Presales consultation
- Remote site inspection
- Product selection guidance
- Device placement guidance
- Standard Remote Support
- Paid Deep Dive Remote Support
- Deep Dive Remote Support Time
- Remote troubleshooting
- Remote configuration guidance
- Remote installation guidance
For support categories, service scope and support boundaries, please refer to the Support Scope & Service Guide..
1. Overview
CustomLink provides remote support services to assist with planning, setup, troubleshooting, technical guidance, configuration, final setup, user training and advanced system work.
Remote support may be delivered before purchase, during installation, after installation, or as part of paid Deep Dive Remote Support.
Remote support is delivered by phone, app, video call, secure remote access tools, manufacturer software or other suitable remote methods.
By requesting, booking, purchasing or using any CustomLink remote support service, you acknowledge and accept the terms outlined on this page.
2. Remote Support Only
Unless CustomLink has been engaged under a separate written on-site installation or on-site support agreement, remote support is provided remotely only.
CustomLink may provide remote guidance, instructions, configuration assistance, troubleshooting, testing guidance and technical advice.
Any physical adjustment, cabling, mounting, termination, fit-off, electrical work, device replacement, physical inspection, physical rectification or on-site action must be carried out by the customer, installer, electrician or suitable licensed trade where required.
Remote support does not transfer physical installation responsibility to CustomLink.
Some issues may require on-site attendance, physical inspection, physical testing or physical rectification and may not be able to be resolved remotely.
3. Remote Access Authorisation
By requesting, booking, purchasing or using remote support, you authorise CustomLink to access relevant devices, software or system interfaces using secure remote access tools where required.
This may include tools such as TeamViewer, manufacturer-approved software, mobile apps, web interfaces, cloud portals or other suitable remote access methods.
Remote access will only be used for the purpose of providing support related to your system, project or enquiry.
You are responsible for ensuring that you have authority to provide access to the relevant devices, systems, software, accounts and network.
4. Customer, Installer and Site Responsibilities
Remote support is provided based on the information, access and cooperation available during the session.
Support outcomes may depend on the customer, partner, installer or site representative being available to:
Provide accurate information
Follow instructions
Provide login details where required
Provide physical access to equipment where required
Confirm observed results during testing or setup
Perform physical tasks where required
Provide photos, plans, screenshots or system details where required
Ensure internet access and remote access tools are available
Changes made during remote sessions may require physical implementation, confirmation or verification by the customer or installer.
Final implementation decisions remain with the customer, installer or site representative.
5. Customer Readiness for Remote Support
The customer, installer or site representative must be ready at the confirmed support time with system access, internet access, login details, remote access tools and physical access to the equipment where required.
Time spent waiting for access, downloads, passwords, site access, remote connection setup or other preparation will be counted as support time.
If the session cannot proceed due to poor internet connection, remote access failure, missing login details, unavailable equipment, lack of site access or other customer-side preparation issues, the booked time will still apply.
6. Deep Dive Remote Support Time
Deep Dive Remote Support Time is paid remote technical support for work that is more detailed, complex, time-consuming or outside the scope of free Standard Remote Support.
Deep Dive Remote Support Time may be used for systems supplied by CustomLink, or for suitable systems supplied by others.
Deep Dive Remote Support Time may include remote assistance with:
System design guidance
Installation guidance, including wiring guidance and termination guidance
Configuration or reconfiguration
Programming or reprogramming
System integration
Walk test guidance
Remote program or configuration adjustments
AI and analytics tuning
Network or remote access setup
Troubleshooting
User training
Support for suitable systems not supplied by CustomLink
Deep Dive Remote Support Time is provided remotely only. If a task cannot be completed remotely, CustomLink may provide remote guidance only.
7. Purchasing and Arranging Deep Dive Remote Support Time
Deep Dive Remote Support Time must be purchased before a support session is confirmed.
Purchasing Deep Dive Remote Support Time does not automatically confirm an appointment.
When purchasing Deep Dive Remote Support Time, the customer can choose whether they will call CustomLink to schedule, or whether they would like CustomLink to call them.
Customers may also call 1300 122 520 before purchasing to check availability.
If CustomLink holds a support time after a phone enquiry, payment must be completed and the order number emailed to CustomLink within 15 minutes, otherwise the held support time will be released.
The customer should purchase the amount of support time they want to book.
8. Booked Time and Charging
Once a Deep Dive Remote Support session time is confirmed, the booked time is reserved specifically for that customer.
The full booked session time applies once the session goes ahead, even if the issue is completed earlier.
For example, if a customer purchases and books a 2-hour session and the issue is completed in 1.5 hours, the full 2 hours still applies because that time was reserved for the session.
Support will stop at the end of the booked time unless additional time has been purchased and CustomLink is available to continue.
9. Extra Time During a Deep Dive Session
If additional support time is required, extra Deep Dive Remote Support Time must be purchased before the booked session time expires.
Additional time can only be added if CustomLink is available to continue and the customer completes payment before the extra time begins.
If payment is not completed before the booked session ends, or if CustomLink is not available to continue, the remaining support will need to be booked for another suitable time.
10. Late Arrival, Unreachable Customer or Not Ready
The confirmed session time starts at the scheduled time.
If the customer, installer or site representative is late, unreachable, not ready or unable to provide the required access, the booked session time will continue to run from the scheduled start time.
CustomLink will make reasonable attempts to contact the customer during the booked session.
If the customer becomes available part way through the booked session, support will continue for the remaining booked time only.
If the customer does not become available at any time during the booked session, the full booked session time will be retained and will not be carried forward as unused support time.
11. Rescheduling and Cancellation
Deep Dive Remote Support sessions may be rescheduled with at least 24 hours’ notice, subject to CustomLink availability.
If the customer cancels or reschedules with less than 24 hours’ notice, CustomLink will retain 50% of the booked session time.
If the customer does not attend, is unreachable for the full booked session, is not ready for the session, or cannot provide the required access for the session to proceed, CustomLink will retain 100% of the booked session time.
CustomLink may need to reschedule a session due to staff availability, urgent site work, technical issues or circumstances outside CustomLink’s control.
If CustomLink reschedules, the customer’s paid support time will remain available for the rescheduled session.
12. Service Limitations
Remote support outcomes depend on factors including:
Internet stability
Network condition
Device accessibility
System condition
Physical installation quality
Third-party equipment
Site cooperation
Accuracy of information provided
Software or firmware limitations
Manufacturer restrictions
Availability of required login details
Availability of required documentation
Certain issues may not be fully resolved remotely and may require on-site attendance, further testing, further investigation, third-party support or additional support time.
Remote support does not guarantee resolution in all cases.
13. Resolution, Research and Third-Party Support
Deep Dive Remote Support is provided based on the information, access, system condition and site conditions available during the session.
CustomLink will use reasonable skill and care to assist, but resolution is not guaranteed.
Some issues may be caused by factors outside CustomLink’s control, including physical installation, cabling, hardware condition, network equipment, internet service, software limitations, firmware issues, third-party products, manufacturer restrictions or site conditions.
Some issues may also require further investigation, manufacturer support, supplier support, third-party technical support, additional documentation or another support session.
Where this occurs, time spent reviewing information, testing, researching, liaising with another party, waiting for responses during the session, or attempting to identify the issue will be counted as chargeable support time.
If the issue cannot reasonably be resolved during the booked session, CustomLink may recommend rescheduling, purchasing additional support time, arranging on-site support where available, contacting the manufacturer or supplier, or engaging a suitable installer or licensed trade.
14. Systems Not Supplied by CustomLink
For systems not supplied by CustomLink, support is subject to product suitability, available information, access, software availability and CustomLink’s ability to reasonably assist remotely.
CustomLink may not be able to support all products, systems, software versions, firmware versions, brands, integrations or configurations.
If the system is found to be unsuitable for remote support, CustomLink may recommend contacting the manufacturer, supplier, original installer, a suitable technician or a licensed trade.
Time spent reviewing or attempting to assess the system will still be chargeable support time.
15. Privacy and Security
CustomLink uses secure remote tools such as TeamViewer, manufacturer-approved software and other suitable remote access methods where applicable.
While reasonable care is taken, internet-based services and remote access inherently carry some risk.
Customers, partners and installers are responsible for securing any personal, confidential or business-critical data before remote access is granted.
Customers, partners and installers are also responsible for managing passwords, user permissions, account access, cybersecurity settings and any sensitive information visible during a remote session.
CustomLink is not responsible for data exposure, system access issues or security weaknesses arising from third-party software, weak credentials, customer-managed devices, shared passwords, pre-existing system vulnerabilities or access provided by the customer, partner or installer.
16. Limitation of Liability
To the extent permitted by law, CustomLink’s liability for remote support is limited, at CustomLink’s discretion, to:
Re-delivery of the support service, or
Refund of the support fee paid for that service
CustomLink is not liable for indirect or consequential loss, including but not limited to:
System downtime
Missed recordings
Property loss
Business interruption
Third-party costs
Loss of data
Loss of profits
Loss of opportunity
Loss arising from installation workmanship
Loss arising from third-party products or services
Loss arising from internet, power, network or environmental conditions
Nothing on this page excludes rights provided under Australian Consumer Law.
17. Installation Scope and Responsibilities
Unless CustomLink has been engaged under a separate written installation agreement, physical installation tasks remain the responsibility of the customer or their installer.
This includes:
Cabling
Mounting
Termination
Fit-off
Physical rectification
Device replacement
Physical adjustment
Electrical work
Compliance with applicable installation requirements
CustomLink’s remote support may include guidance on setup, configuration, final setup, optimisation, testing or troubleshooting, but does not transfer physical installation responsibility to CustomLink.
System performance depends on correct physical installation, device placement, site conditions, network condition and third-party workmanship.
18. System Performance Disclaimer
Security and automation systems reduce risk but do not eliminate it.
CustomLink cannot guarantee:
Continuous recording
Detection accuracy
Prevention of incidents
Performance during power or internet outages
Performance where installation, maintenance or environmental conditions are outside CustomLink’s control
System behaviour and performance may also be affected by:
Device compatibility
Network infrastructure
Environmental conditions
Firmware or software changes
Third-party integrations
User settings or site changes made after support
Physical installation quality
Device placement
Power supply condition
Internet service reliability
19. Presales and Remote Site Guidance Disclaimer
Remote support provided before purchase or installation, including remote site inspection, general advice, product selection guidance and device placement guidance, is based on the information, images, plans, measurements and site details provided at the time.
Recommendations made during presales or planning support are intended as guidance only and may need to be adjusted after installation or once full site conditions are confirmed.
Final suitability, coverage, performance and integration outcomes depend on actual site conditions, installation quality, network environment and the final equipment selected.
20. Acceptance of Terms
By requesting, booking, purchasing or using any CustomLink remote support service, you acknowledge and accept this disclaimer and the related support terms.
For support categories, service scope and support boundaries, refer to the Support Scope & Service Guide.
For warranty matters, refer to the applicable Warranty Policy.
For Brisbane on-site attendance where applicable, refer to the relevant On-Site Installation Terms & Conditions.