This page explains how CustomLink support services operate, including support categories, scope boundaries, responsibilities, and when support may move to a paid technical session.

This guide applies to support relating to:

• Residential systems
• Commercial systems
• Trade Partner projects
• Pre-configured systems
• Systems supplied by CustomLink
• Systems supplied by third parties

General & Presales Support is provided before technical work begins and may include:

• New system enquiries
• Upgrade discussions
• Compatibility questions
• Product selection guidance
• General technical advice

This support helps identify the most suitable pathway before configuration, setup, or troubleshooting work begins.

General & Presales Support does not include live programming, setup, or configuration work.

Pre-Configuration is an optional service designed to prepare your system before dispatch, reduce setup errors, and save time during installation.

It generally includes bench testing, core setup, firmware updates where required, and preparation of the initial system structure so the system arrives configured, tested, and better organised for installation.

Pre-Configuration helps reduce on-site programming time, but it does not replace installation, installer verification, walk testing, final checks, or final setup at the site.

Some features may still require additional adjustment after installation because final system behaviour depends on the actual site conditions, network environment, and correct installation. This may apply to functions such as:

• Face recognition
• Number Plate Recognition
• Thermal camera setup
• Site-dependent analytics and detection zones

Depending on the system, Pre-Configuration can include:

• Bench testing equipment
• Completing core setup before dispatch
• Preparing the initial system structure
• Applying firmware updates where required

Pre-Configuration does not replace:

• On-site installation
• Installer verification
• Walk testing and final system checks
• Final setup after installation
• Advanced programming
• Network configuration
• Builder or partner handover adjustments

Refer to the Pre-Configuration Service page for more information.

Included with CustomLink-supplied systems

Standard Remote Support is complimentary for CustomLink-supplied systems and is available for the life of the product.

It may include:

• Help understanding how the system works
• Advice and operational guidance
• Minor configuration adjustments
• App assistance, including login, notifications, viewing and basic settings
• Feature explanation
• Firmware correction related to faults
• Troubleshooting and diagnostic assistance for CustomLink-supplied equipment

Standard Remote Support sessions are normally short and focused, generally around 15 minutes per session.

If further troubleshooting or diagnostic work is required and CustomLink is unable to continue immediately, another Standard Remote Support session can be arranged.

Troubleshooting
& Diagnostics

Troubleshooting and diagnostic assistance for CustomLink-supplied equipment is included within free Standard Remote Support.

This applies whether the issue is minor or more difficult to identify. The seriousness or complexity of a fault does not by itself change troubleshooting to paid Deep Dive Remote Support.

Standard Remote Support sessions are normally short and focused, generally around 15 minutes per session.

If additional troubleshooting or diagnostic work is required and CustomLink cannot continue immediately, a further Standard Remote Support session can be booked.

Where troubleshooting or diagnostics involve:

• Third-party products
• Equipment not supplied by CustomLink
• Third-party network equipment
• Other systems or integrations outside the CustomLink-supplied equipment

Paid Deep Dive Remote Support may be required.

Where an issue appears to relate to installation workmanship, physical cabling, mounting, termination or another on-site condition, coordination with the installer or an appropriately licensed trade may also be required.

Remote troubleshooting does not replace physical inspection or licensed installation work where that work is necessary.

What Standard Remote Support Includes

Standard Remote Support may include:

• Advice and guidance
• App assistance
• Help understanding system features and operation
• Minor configuration adjustments
• Minor optimisation
• Troubleshooting of CustomLink-supplied equipment
• Diagnostic assistance for CustomLink-supplied equipment
• Firmware correction related to faults

What Standard Remote Support Does Not Include

Standard Remote Support does not include:

• Full system setup from factory default
• Full system setup from scratch
• Major reconfiguration
• Rebuilding or resetting a system that requires substantial reprogramming
• Advanced programming
• System integration beyond minor adjustments
• Final setup after installation
• Dedicated user training beyond basic guidance
• Network design or advanced network configuration
• Router, port-forwarding or VLAN configuration
• AI setup or fine-tuning
• Large programming or configuration changes
• Detailed installation, wiring or termination guidance
• Troubleshooting or diagnostics primarily involving third-party equipment where Deep Dive support is required

Where a request requires technical work outside the Standard Remote Support scope—such as full setup, reconfiguration, programming, integration, advanced network work, AI setup, final setup or detailed installation guidance—CustomLink may require Paid Deep Dive Remote Support.

Paid remote technical support time

Deep Dive Remote Support is paid technical support for work that falls outside the scope of complimentary Standard Remote Support.

Deep Dive Remote Support is available for:

• CustomLink-supplied systems where the requested work falls outside the Standard Remote Support scope
• Systems and products purchased elsewhere, where CustomLink is able to provide remote assistance

Deep Dive Remote Support is separate from complimentary Standard Remote Support.

What Deep Dive Remote Support May Include

Depending on the project, Deep Dive Remote Support may include:

• System design guidance
• Remote installation guidance
• Wiring guidance
• Termination guidance
• Full configuration or reconfiguration
• Programming or reprogramming
• System integration
• Walk-test guidance
• Advanced control-panel programming
• AI feature setup or fine-tuning, including thermal detection, facial recognition, ANPR and analytics
• Advanced network configuration
• Remote-access setup involving routers, port forwarding or VLAN changes
• Final setup after installation
• Major system logic changes
• Rebuilding or reprogramming systems
• Dedicated user training beyond Standard Remote Support
• Guidance for the customer’s installer
• Troubleshooting or diagnostics involving third-party equipment

How Deep Dive Remote Support Time Works

Deep Dive Remote Support is purchased as support time.

The customer should purchase the amount of Deep Dive Remote Support Time they want to book.

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.

Before a scheduled Deep Dive Remote Support session, customers should review Prepare for Support and make sure TeamViewer or any required remote support app is installed and ready.

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.

Once a support time is confirmed, that time is reserved specifically for the customer.

Booked Time and Extra Time

The confirmed session time starts at the scheduled time.

The full booked session time applies once the session goes ahead, even if the issue is completed earlier.

Unused booked time is not carried forward once the session has gone ahead.

If additional support time is required during a session, 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 arranged for another suitable time.

Deep Dive Session Requirements

To help the session run smoothly, the customer, installer or site representative must be ready at the confirmed support time.

Requirements may include:

Physical access to the system
Stable internet connection
Powered and accessible devices
Relevant login details
Review Prepare for Support before the session
Secure remote access software, such as TeamViewer
Access to relevant apps, software, accounts or cloud portals
Someone on site who can follow instructions and perform physical checks 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.

How Remote Support Is Delivered

Deep Dive Support is primarily delivered by:

• Phone consultation
• Secure remote access
• Screen sharing
• Phone-camera inspection where suitable
• Live guided troubleshooting

The customer, installer or site representative must have physical access to the system where required.

Remote support depends on suitable internet access, functional network infrastructure and powered, accessible equipment.

CustomLink can provide technical guidance, configuration, programming and troubleshooting remotely. Any physical work must be completed by the customer, installer, electrician or appropriately licensed trade.

Physical work includes:

Cabling • Mounting • Termination • Electrical Work • Device Replacement • Physical Inspection • On-Site Rectification

Remote support does not replace licensed installation work.

Resolution and External Factors

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 require further investigation, manufacturer support, supplier support, third-party technical support, additional documentation or another support session.

Time spent actively reviewing information, testing, researching, liaising with relevant technical parties or attempting to identify the issue forms part of the booked support time.

Systems Not Supplied by CustomLink

For products or systems not supplied by CustomLink, troubleshooting, diagnostics and other technical assistance are generally provided through Paid Deep Dive Remote Support, subject to CustomLink being able to reasonably support the equipment 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.

On-site support may be available in Brisbane by prior arrangement and subject to availability.

It may be recommended where:

• Remote support cannot resolve the issue
• Physical inspection or rectification is required
• Site attendance is necessary to progress the work

On-site support is charged separately and may include a minimum call-out charge, travel and labour.

The applicable charges will be confirmed before the appointment where practicable.

For systems installed by CustomLink, on-site support remains subject to the applicable Warranty Policy and On-Site Installation Terms & Conditions.

Support may be delivered through:

• Phone consultation
• Secure remote access software
• Screen sharing
• Phone-camera inspection where suitable
• Live guided troubleshooting

Customers, installers or site representatives must have physical access to the system where required.

Remote support depends on:

• A stable internet connection
• Functional network infrastructure
• Powered and accessible equipment
• Relevant login details and system access
• Someone on site who can complete physical checks where required

Minor Adjustment
A small change to an already operational system that does not alter core programming logic, architecture, or device structure.

Reconfiguration
Changes affecting system logic, programming structure, device addressing, user database, or overall system architecture.

Full Setup
Initial configuration of a system from factory default condition.

Advanced Programming
Custom automation logic, panel scripting, AI rule creation, cross-platform integration, or similar technical work beyond basic adjustment.

External Factors
Installation workmanship, third-party hardware, network infrastructure, internet service quality, electrical supply, environmental conditions, or physical device placement.

CustomLink operates as a technical backbone supporting customers, installers, and Trade Partners.

• Installation responsibility remains with the installer.
• Where required, licensing, cabling, and installation compliance remain the responsibility of the installer performing the physical work. Refer to Licensing & Installation Compliance for more information.
• CustomLink does not replace licensed installation services.
• Trade Partners remain the primary client contact for their projects.
• Support may be coordinated with the installer or partner where appropriate to maintain clear responsibility and efficient resolution.

Standard Remote Support includes troubleshooting and diagnostic assistance for CustomLink-supplied equipment.

A request does not become Deep Dive Remote Support simply because the fault is difficult to identify or requires more than one Standard Remote Support session.

Paid Deep Dive Remote Support may be required where the requested work falls outside the Standard Remote Support scope, including:

• Full setup
• Major configuration or reconfiguration
• Programming or reprogramming
• System integration
• Advanced network configuration
• AI setup or fine-tuning
• Final setup after installation
• Detailed installation, wiring or termination guidance
• Dedicated user training
• Troubleshooting or diagnostics involving third-party equipment where Deep Dive support is required

If additional Standard troubleshooting is required and CustomLink cannot continue immediately, another Standard Remote Support session can be arranged.

Support is provided based on the information, access, system condition and site conditions available at the time.

CustomLink cannot guarantee resolution where issues relate to:

• Installation workmanship
• Third-party equipment
• Network infrastructure
• Router or firewall configuration
• Internet service performance
• Electrical supply
• Environmental conditions
• Physical device placement
• Missing documentation or access

Some matters may require physical rectification, manufacturer assistance, supplier assistance, another technician or a further support session.

Where troubleshooting or diagnostic work is being performed as part of a booked Paid Deep Dive Remote Support session, time spent investigating, testing, researching or attempting to identify the issue forms part of the booked support time.

CustomLink may update this Support Scope & Service Guide from time to time.

The latest version will always be published on this page.

Previous versions may be retained for internal record purposes.