Deep Dive Remote Support Time
Deep Dive Remote Support Time is a paid remote technical support service delivered by phone, app and secure remote access tools such as TeamViewer.
It can cover different stages of a project, from system design and preparation for a new installation through to configuration, troubleshooting, final setup and user training.
Deep Dive Support can be used for systems supplied by CustomLink, or for suitable systems supplied by others.
For CustomLink-supplied systems, Deep Dive Support applies when the work is more detailed, complex, time-consuming, or outside the scope of free Standard Remote Support.
For systems supplied by others, Deep Dive Support can be used where suitable, depending on the system, available information and remote access.
Please choose the amount of support time you want to book and your scheduling preference before adding this service to cart. Purchasing support time does not automatically confirm an appointment.
You may also call 1300 122 520 before purchasing if you are not sure how much time to book or want to check availability.
What Deep Dive Remote Support May Include
System design guidance
Installation guidance, including wiring guidance and termination guidance
Configuration or reconfiguration
Programming or reprogramming
System integration
Walk test guidance, including 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
Remote Support Only
Deep Dive Support is provided remotely.
If a task cannot be completed remotely, CustomLink can provide remote guidance only.
Any required physical adjustment, cabling, mounting, termination, electrical work, device replacement or on-site action must be carried out by you, your installer, electrician or a suitable licensed trade where required.
Some issues may require on-site attendance or physical inspection and may not be able to be resolved remotely.
How to Arrange Your Session
Deep Dive Support is provided by appointment.
When purchasing Deep Dive Remote Support Time, please choose whether you will call CustomLink to schedule, or whether you would like CustomLink to call you.
Booked Time and Extra Time
Once a 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.
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.
Prepare for Support
Before your Deep Dive Support session, please make sure TeamViewer is installed and ready on the device we may need to access.
Depending on the support task, CustomLink may need to connect to a Windows computer, a mobile device, or both.
Please also make sure you have a stable internet connection and access to the system, device, passwords, app, router, NVR, alarm panel or other equipment that may need to be checked.
View the full Prepare for Support guide before your scheduled session.
Before Your Session
Please ensure:
You are on site with access to the system
Internet access is stable
TeamViewer or another approved remote access tool is installed and ready
Relevant login details are available
You have physical access to the equipment where required
You are ready to perform physical tasks if guided during the session
Time spent waiting for access, downloads, passwords, site access, remote connection setup or other preparation will be counted as support time.
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.
Remote Support Limitations
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.
Full Terms
Deep Dive Remote Support Time is provided subject to CustomLink’s:
Support Scope & Service Guide
Remote Support Disclaimer & Terms
