What You Need to Know Before Purchasing

Important to Know Before You Buy

Most professional security and automation systems are not simple plug-and-play products.

For best results, we recommend:

• Reviewing our Installation Tips, if you plan to install the system yourself, or using a licensed and insured installer where required
• Purchasing products together with our Pre-Configuration Service where possible
• Ensuring you are comfortable following product manuals and CustomLink guidance if installing the system yourself

Professional installation can help ensure the system is installed safely, configured correctly, and performs as intended.

Important

Incorrect installation, wiring, or configuration may:

• Affect System Performance
• Reduce Reliability
• Delay System Setup Or Final Setup Completion
• Impact Warranty Outcomes

Always follow installation guidance, safety recommendations, and manufacturer instructions.

Installation and licensing requirements may vary by state.

Where required, your installer is responsible for ensuring they hold the appropriate licences for the work they perform. For more information, please refer to Licensing & Installation Compliance.

Our Support

Customers who purchase CustomLink-supplied products receive ongoing remote support.

Pre-Sales Support

This may include:

• Understanding your needs, budget, and project goals
• Reviewing plans or site information remotely
• Product selection guidance
• Compatibility and integration guidance
• Explanation of available monitoring or system options

Standard Remote Support (Included)

This may include:

• Fault Diagnosis And Troubleshooting
• Minor Configuration Adjustments
• Feature Explanation And Optimisation
• App Guidance And User Assistance

Standard support is guidance-based and delivered in structured sessions where required.

Paid Deep Dive Support

For more complex requirements, Remote Deep Dive Support is available.

Deep Dive provides dedicated remote technical assistance where work involves:

• Configuration Or Reconfiguration
• System Changes
• Integration
• Investigation
• Guided Implementation

Instead of requiring a technician on site, our system integrators may be able to:

• Perform system setup or reconfiguration
• Assist with final setup and system final checks
• Guide installation and walk testing
• Configure integrations and advanced features
• Provide structured training and handover support

Deep Dive Support is available for CustomLink systems and third-party systems where appropriate.