{"product_id":"deep-dive-remote-support-time","title":"Deep Dive Remote Support Time","description":"\u003ch5 data-section-id=\"1et2cdt\" data-start=\"669\" data-end=\"701\"\u003eDeep Dive Remote Support Time\u003c\/h5\u003e\n\u003cp data-start=\"233\" data-end=\"384\"\u003eDeep Dive Remote Support Time is a paid \u003cstrong data-start=\"273\" data-end=\"301\"\u003eremote technical support\u003c\/strong\u003e service delivered by phone, app and secure remote access tools such as TeamViewer.\u003c\/p\u003e\n\u003cp data-start=\"386\" data-end=\"561\"\u003eIt 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.\u003c\/p\u003e\n\u003cp data-start=\"563\" data-end=\"672\"\u003eDeep Dive Support can be used for systems supplied by CustomLink, or for suitable systems supplied by others.\u003c\/p\u003e\n\u003cp data-start=\"674\" data-end=\"843\"\u003eFor 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.\u003c\/p\u003e\n\u003cp data-start=\"845\" data-end=\"988\"\u003eFor systems supplied by others, Deep Dive Support can be used where suitable, depending on the system, available information and remote access.\u003c\/p\u003e\n\u003cp data-start=\"990\" data-end=\"1251\"\u003ePlease purchase the amount of support time you want to book. Purchasing support time does \u003cstrong data-start=\"1080\" data-end=\"1087\"\u003enot\u003c\/strong\u003e automatically confirm an appointment. After purchase, please contact CustomLink with your order number or invoice number so we can arrange a suitable support time.\u003c\/p\u003e\n\u003cp data-start=\"1253\" data-end=\"1328\"\u003eYou may also call \u003cstrong data-start=\"1271\" data-end=\"1287\"\u003e1300 122 520\u003c\/strong\u003e before purchasing to check availability.\u003c\/p\u003e\n\u003ch5 data-section-id=\"e2shsr\" data-start=\"1389\" data-end=\"1440\"\u003eWhat Deep Dive Remote Support May Include\u003c\/h5\u003e\n\u003cp data-start=\"1442\" data-end=\"1856\"\u003eSystem design guidance\u003cbr data-start=\"1464\" data-end=\"1467\"\u003eInstallation guidance, including wiring guidance and termination guidance\u003cbr data-start=\"1540\" data-end=\"1543\"\u003eConfiguration or reconfiguration\u003cbr data-start=\"1575\" data-end=\"1578\"\u003eProgramming or reprogramming\u003cbr data-start=\"1606\" data-end=\"1609\"\u003eSystem integration\u003cbr data-start=\"1627\" data-end=\"1630\"\u003eWalk test guidance, including remote program or configuration adjustments\u003cbr data-start=\"1703\" data-end=\"1706\"\u003eAI and analytics tuning\u003cbr data-start=\"1729\" data-end=\"1732\"\u003eNetwork or remote access setup\u003cbr data-start=\"1762\" data-end=\"1765\"\u003eTroubleshooting\u003cbr data-start=\"1780\" data-end=\"1783\"\u003eUser training\u003cbr data-start=\"1796\" data-end=\"1799\"\u003eSupport for suitable systems not supplied by CustomLink\u003c\/p\u003e\n\u003ch5 data-section-id=\"ljn49x\" data-start=\"1858\" data-end=\"1887\"\u003eRemote Support Only\u003c\/h5\u003e\n\u003cp data-start=\"1889\" data-end=\"1932\"\u003eDeep Dive Support is provided \u003cstrong data-start=\"1919\" data-end=\"1931\"\u003eremotely\u003c\/strong\u003e.\u003c\/p\u003e\n\u003cp data-start=\"1934\" data-end=\"2018\"\u003eIf a task cannot be completed remotely, CustomLink can provide remote guidance only.\u003c\/p\u003e\n\u003cp data-start=\"2020\" data-end=\"2240\"\u003eAny 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.\u003c\/p\u003e\n\u003cp data-start=\"2242\" data-end=\"2352\"\u003eSome issues may require on-site attendance or physical inspection and may not be able to be resolved remotely.\u003c\/p\u003e\n\u003ch5 data-section-id=\"w6q53n\" data-start=\"2354\" data-end=\"2391\"\u003eHow to Arrange Your Session\u003c\/h5\u003e\n\u003cp data-start=\"2393\" data-end=\"2495\"\u003e\u003cstrong data-start=\"2393\" data-end=\"2422\"\u003eOption 1 — Purchase first\u003c\/strong\u003e\u003cbr data-start=\"2422\" data-end=\"2425\"\u003ePurchase the amount of Deep Dive Remote Support Time you want to book.\u003c\/p\u003e\n\u003cp data-start=\"2497\" data-end=\"2638\"\u003eAfter purchase, call \u003cstrong data-start=\"2518\" data-end=\"2534\"\u003e1300 122 520\u003c\/strong\u003e or email CustomLink with your order number or invoice number so we can arrange a suitable support time.\u003c\/p\u003e\n\u003cp data-start=\"2640\" data-end=\"2760\"\u003e\u003cstrong data-start=\"2640\" data-end=\"2687\"\u003eOption 2 — Call first to check availability\u003c\/strong\u003e\u003cbr data-start=\"2687\" data-end=\"2690\"\u003eYou may call \u003cstrong data-start=\"2703\" data-end=\"2719\"\u003e1300 122 520\u003c\/strong\u003e before purchasing to check availability.\u003c\/p\u003e\n\u003cp data-start=\"2762\" data-end=\"2934\"\u003eIf CustomLink holds a support time for you, payment must be completed and the order number emailed to CustomLink within \u003cstrong data-start=\"2882\" data-end=\"2896\"\u003e15 minutes\u003c\/strong\u003e, otherwise the time will be released.\u003c\/p\u003e\n\u003ch5 data-section-id=\"qt4hid\" data-start=\"2936\" data-end=\"2972\"\u003eBooked Time and Extra Time\u003c\/h5\u003e\n\u003cp data-start=\"2974\" data-end=\"3067\"\u003eOnce a session time is confirmed, the booked time is reserved specifically for that customer.\u003c\/p\u003e\n\u003cp data-start=\"3069\" data-end=\"3174\"\u003eThe full booked session time applies once the session goes ahead, even if the issue is completed earlier.\u003c\/p\u003e\n\u003cp data-start=\"3176\" data-end=\"3371\"\u003eFor example, if a customer purchases and books a \u003cstrong data-start=\"3225\" data-end=\"3243\"\u003e2-hour session\u003c\/strong\u003e and the issue is completed in \u003cstrong data-start=\"3274\" data-end=\"3287\"\u003e1.5 hours\u003c\/strong\u003e, the full \u003cstrong data-start=\"3298\" data-end=\"3309\"\u003e2 hours\u003c\/strong\u003e still applies because that time was reserved for the session.\u003c\/p\u003e\n\u003cp data-start=\"3373\" data-end=\"3503\"\u003eSupport will stop at the end of the booked time unless additional time has been purchased and CustomLink is available to continue.\u003c\/p\u003e\n\u003cp data-start=\"3505\" data-end=\"3642\"\u003eIf additional support time is required, extra Deep Dive Remote Support Time must be purchased \u003cstrong data-start=\"3599\" data-end=\"3641\"\u003ebefore the booked session time expires\u003c\/strong\u003e.\u003c\/p\u003e\n\u003cp data-start=\"3644\" data-end=\"3781\"\u003eAdditional time can only be added if CustomLink is available to continue and the customer completes payment before the extra time begins.\u003c\/p\u003e\n\u003ch5 data-section-id=\"1i79763\" data-start=\"3783\" data-end=\"3812\"\u003eBefore Your Session\u003c\/h5\u003e\n\u003cp data-start=\"3814\" data-end=\"3828\"\u003ePlease ensure:\u003c\/p\u003e\n\u003cp data-start=\"3830\" data-end=\"4145\"\u003eYou are on site with access to the system\u003cbr data-start=\"3871\" data-end=\"3874\"\u003eInternet access is stable\u003cbr data-start=\"3899\" data-end=\"3902\"\u003eTeamViewer or another approved remote access tool is installed and ready\u003cbr data-start=\"3974\" data-end=\"3977\"\u003eRelevant login details are available\u003cbr data-start=\"4013\" data-end=\"4016\"\u003eYou have physical access to the equipment where required\u003cbr data-start=\"4072\" data-end=\"4075\"\u003eYou are ready to perform physical tasks if guided during the session\u003c\/p\u003e\n\u003cp data-start=\"4147\" data-end=\"4290\"\u003eTime spent waiting for access, downloads, passwords, site access, remote connection setup or other preparation will be counted as support time.\u003c\/p\u003e\n\u003ch5 data-section-id=\"1j750r9\" data-start=\"4292\" data-end=\"4331\"\u003eRescheduling and Cancellation\u003c\/h5\u003e\n\u003cp data-start=\"4333\" data-end=\"4457\"\u003eDeep Dive Remote Support sessions may be rescheduled with at least \u003cstrong data-start=\"4400\" data-end=\"4420\"\u003e24 hours’ notice\u003c\/strong\u003e, subject to CustomLink availability.\u003c\/p\u003e\n\u003cp data-start=\"4459\" data-end=\"4593\"\u003eIf the customer cancels or reschedules with less than \u003cstrong data-start=\"4513\" data-end=\"4533\"\u003e24 hours’ notice\u003c\/strong\u003e, CustomLink will retain \u003cstrong data-start=\"4558\" data-end=\"4592\"\u003e50% of the booked session time\u003c\/strong\u003e.\u003c\/p\u003e\n\u003cp data-start=\"4595\" data-end=\"4827\"\u003eIf 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 \u003cstrong data-start=\"4791\" data-end=\"4826\"\u003e100% of the booked session time\u003c\/strong\u003e.\u003c\/p\u003e\n\u003ch5 data-section-id=\"yil4b3\" data-start=\"4829\" data-end=\"4865\"\u003eRemote Support Limitations\u003c\/h5\u003e\n\u003cp data-start=\"4867\" data-end=\"5004\"\u003eDeep Dive Remote Support is provided based on the information, access, system condition and site conditions available during the session.\u003c\/p\u003e\n\u003cp data-start=\"5006\" data-end=\"5096\"\u003eCustomLink will use reasonable skill and care to assist, but resolution is not guaranteed.\u003c\/p\u003e\n\u003cp data-start=\"5098\" data-end=\"5370\"\u003eSome 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.\u003c\/p\u003e\n\u003cp data-start=\"5372\" data-end=\"5547\"\u003eSome issues may also require further investigation, manufacturer support, supplier support, third-party technical support, additional documentation or another support session.\u003c\/p\u003e\n\u003cp data-start=\"5549\" data-end=\"5774\"\u003eWhere 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.\u003c\/p\u003e\n\u003ch5 data-section-id=\"1ntb1fi\" data-start=\"5776\" data-end=\"5796\"\u003eFull Terms\u003c\/h5\u003e\n\u003cp data-start=\"5798\" data-end=\"5864\"\u003eDeep Dive Remote Support Time is provided subject to CustomLink’s:\u003c\/p\u003e\n\u003cp data-start=\"5866\" data-end=\"5939\"\u003e\u003ca href=\"https:\/\/customlink.com.au\/pages\/support-scope-service-guide\"\u003e\u003cstrong data-start=\"5866\" data-end=\"5899\"\u003eSupport Scope \u0026amp; Service Guide\u003c\/strong\u003e\u003c\/a\u003e\u003cbr data-start=\"5899\" data-end=\"5902\"\u003e\u003ca href=\"https:\/\/customlink.com.au\/pages\/remote-support-disclaimer-and-terms\"\u003e\u003cstrong data-start=\"5902\" data-end=\"5939\"\u003eRemote Support Disclaimer \u0026amp; Terms\u003c\/strong\u003e\u003c\/a\u003e\u003c\/p\u003e","brand":"CustomLink","offers":[{"title":"30 minutes","offer_id":43549808459982,"sku":null,"price":50.0,"currency_code":"AUD","in_stock":true},{"title":"1 hour","offer_id":43549808492750,"sku":null,"price":95.0,"currency_code":"AUD","in_stock":true},{"title":"1 hour, 30 minutes","offer_id":43549808525518,"sku":null,"price":135.0,"currency_code":"AUD","in_stock":true},{"title":"2 hours","offer_id":43549808558286,"sku":null,"price":165.0,"currency_code":"AUD","in_stock":true},{"title":"45 minutes","offer_id":43549808591054,"sku":null,"price":72.5,"currency_code":"AUD","in_stock":true},{"title":"1 hour, 15 minutes","offer_id":43549808623822,"sku":null,"price":115.0,"currency_code":"AUD","in_stock":true},{"title":"1 hour, 45 minutes","offer_id":43549808656590,"sku":null,"price":155.0,"currency_code":"AUD","in_stock":true},{"title":"2 hours, 30 minutes","offer_id":43549808689358,"sku":null,"price":190.0,"currency_code":"AUD","in_stock":true},{"title":"3 hours","offer_id":43549808722126,"sku":null,"price":220.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0646\/0555\/2846\/files\/DeepDiveRemoteSupportTime.png?v=1780513486","url":"https:\/\/customlink.com.au\/products\/deep-dive-remote-support-time","provider":"CustomLink","version":"1.0","type":"link"}