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

Pre-Configuration may 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 and is designed to assist with the use and maintenance of an operational system.

It may include:

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

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

Sessions are usually short and focused.

Troubleshooting

Troubleshooting is included within Standard Remote Support.

Where the issue relates to CustomLink-supplied products:

• Support is available regardless of warranty status
• Mixed warranty systems remain eligible for troubleshooting assistance
• Outside warranty systems are generally limited to 15 minutes
• If an outside warranty system requires extended diagnostic time, testing, reconfiguration, or deeper technical work, a Paid Deep Dive Remote Support session is required

Where issues relate to installation workmanship or third-party equipment, coordination with the installer may be necessary.

Remote support does not replace licensed installation work.

What Standard Remote Support Includes

Standard Remote Support may include:

• Advice and guidance
• Minor configuration adjustments to an existing working system
• App assistance
• Help understanding system features and operation
• Minor optimisation of an existing working system
• Basic troubleshooting of supported equipment

What Standard Remote Support Does Not Include

Standard Remote Support does not include:

• Full system setup from factory default
• Full system setup from scratch
• Reconfiguration of major system settings
• Rebuilding or resetting a system configured incorrectly
• Advanced programming
• Integrations beyond minor adjustments
• Final setup after installation
• Dedicated user training beyond basic guidance
• Network design or advanced network configuration
• Router or VLAN modifications
• AI setup or fine-tuning
• Large configuration changes
• Extended diagnostic work

Where support moves beyond minor adjustments, troubleshooting within the Standard Remote Support scope, or general guidance, CustomLink may require the matter to be handled under Paid Deep Dive Remote Support.

Paid remote technical support time

Deep Dive Remote Support 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 may apply to:

Systems supplied by CustomLink
Systems supplied by third parties, where suitable

For CustomLink-supplied systems, Deep Dive Remote Support may apply when the work is outside the scope of Standard Remote Support.

For systems supplied by others, Deep Dive Remote Support may be the main remote support pathway, depending on the system, condition, access, available information and whether the system can reasonably be supported remotely.

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

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What Deep Dive Remote Support May Include

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

System design guidance
Remote installation guidance
Remote Wiring guidance
Remote Termination guidance
Configuration or reconfiguration
Programming or reprogramming
System integration
Walk test guidance
Remote program or configuration adjustments
Advanced control panel programming
AI feature setup or fine-tuning, including thermal detection, facial recognition, ANPR and analytics
Network configuration beyond minor adjustments
Remote access setup involving routers, port forwarding or VLAN changes
Final setup after installation
Major system logic changes
Rebuilding or reprogramming systems
Extended or complex troubleshooting
Dedicated user training beyond Standard Remote Support
Guidance for the customer’s installer

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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.

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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.

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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.

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Remote Support Only

Deep Dive Remote Support is provided remotely.

If a task cannot be completed remotely, CustomLink can provide remote guidance only.

Any physical adjustment, cabling, mounting, termination, 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 replace licensed installation work.

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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.

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.

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Systems Not Supplied by CustomLink

For systems not supplied by CustomLink, support depends on 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.

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

It is generally arranged where:

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

Unless otherwise stated in writing, on-site visits may incur a minimum call-out charge plus labour, regardless of whether work is completed during the visit. This may include warranty visits where the issue is not related to product fault or CustomLink workmanship.

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.

Standard 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.

On-site support rates may change from time to time. Pricing shown on this page is provided as a guide and may not always reflect the latest rate. CustomLink will confirm the applicable charges before the appointment where applicable.

Payment may be made by cash on site or by invoice, depending on the job type and customer arrangement. Invoice payment is by bank transfer.

CustomLink-Installed Systems

For systems installed by CustomLink, on-site support is subject to the applicable:

• Warranty Policy
• On-Site Installation Terms & Conditions

Refer to those pages for more information.

Partner-Installed Systems

On-site support for partner-installed systems is generally only made available when requested by CustomLink’s partner.

All Other Systems

CustomLink may provide on-site support for systems purchased from CustomLink or elsewhere that were not installed by CustomLink or its partners.

For support classification purposes, systems purchased from CustomLink but installed by others are treated as third-party installed systems.

CustomLink may provide support for these systems, but does not take responsibility for installation warranty matters.

Support is primarily delivered by:

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

Customers, installers, or partners must have physical access to the system during the session where required.

Remote support depends on:

• A stable internet connection
• Functional network infrastructure
• Powered and accessible equipment

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.

Where support work exceeds general guidance, minor adjustments, or short troubleshooting sessions, CustomLink may require the matter to be handled under Paid Deep Dive Remote Support.

Deep Dive Remote Support is used for work requiring greater time, focus, system involvement, configuration, reconfiguration, programming, integration, detailed troubleshooting, user training or support for suitable systems not supplied by CustomLink.

Deep Dive Remote Support Time must be purchased before a support session is confirmed. Purchasing support time does not automatically confirm an appointment. A suitable support time must be arranged with CustomLink after purchase.

Remote support does not guarantee resolution where faults or performance issues relate to:

• Installation workmanship
• Third-party hardware
• Network infrastructure
• Router configuration
• Internet service performance
• Electrical supply
• Environmental conditions
• Site-specific physical limitations

Support is provided based on the information available during the session.

Time spent investigating, testing, reviewing information, researching, liaising with manufacturers, liaising with suppliers, or attempting to identify an issue may still be chargeable under Deep Dive Remote Support, even where the issue cannot be resolved during the session.

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.