Deep Dive Support
Our Deep Dive Support is a paid remote service available for all customers, whether you purchased products from us or elsewhere.
Instead of requiring an installer on-site, we can remotely configure, program, and guide you through every step of the installation. This includes performing a walk test, making necessary adjustments, and showing you how to use your system.
When to Use Deep Dive Support
- Significant configuration changes to existing systems.
- Complex systems such as Ness M1 or Inception.
- Advanced camera features: thermal, facial recognition, number plate recognition, people counting, and other smart event setups.
- Any stage of installation where step-by-step professional guidance is required.
Free vs Paid Support
- When using our Pre-Configuration Services, in most cases, our Free Technical Support is sufficient.
- Deep Dive Support is recommended for more complex installations or specialised setup needs.
Peace of Mind with Support Credit
- Every Pre-Configuration Service comes with free Support Credit, which covers at least one Deep Dive Support session.
- Additional Support Credit is also offered on other purchases.
- Your Support Credit balance can be checked at any time in your account.
Deep Dive Support Booking Instructions
- Click Book a callback.
- Select the date and up to 6 sessions in total. Please note that unused sessions will not be refunded and will be converted to support credit, which you can use to pay for Deep Dive Support. See Support Credit for more information.
- Click Continue.
- Fill out the information required.
- Click Confirm.
- Click 'View Cart' to check the scheduled time, date, and prices.
- Click Check Out when you are ready to pay. Please note that if you have support credit, you can use it to pay for all or part of your booking by (1) clicking on the cart icon, (2) clicking on the Support Tab, (3) selecting the amount you wish to use, and (4) clicking on CheckOut.
- Complete the payment.
- Click Complete Order.
- You will receive an email confirming your order.
- You will also receive emails confirming your appointment for each support session.
- Our support team will call you on your mobile phone at the scheduled time.
Prepare For Remote Support
Before your support session, please ensure you have the Splashtop SOS app ready on both your mobile device and computer.
We provide remote support by connecting to your mobile device, computer, or both using the Splashtop app. This small software application allows us to connect and control your device remotely.
- On computers, we can control your device directly.
- On iOS mobiles, we can only see the screen but not control it.
If you’ve used TeamViewer, the Splashtop app works in a similar way.
To learn more, visit https://splashtop.com
Important Notes
- If you have trouble installing the app, we can guide you over the phone. However, this will use up time from your support session.
- If you prefer not to install the app, we can provide support over the phone only. Please note that this often takes significantly longer and, in some cases, the issue may not be resolved without the app.
- If we need to connect to your mobile device (e.g., for a remote site inspection), please ensure it has a reliable internet connection. You may be asked to move around your property during the session.
Installation Instructions
On your computer
- Open the following link: https://sos.splashtop.com.
- https://sos.splashtop.comA page will open in your browser, and a small Splashtop SOS program will automatically download (usually to your Downloads folder).
- Double-click the program to run it.
- A small window will open with a 9-digit code. Provide this code to our support team.
On your mobile device
- Open the following link: https://sos.splashtop.com.
- A page with installation instructions will open.
- Follow the steps to install the app.
- When you open the app, it will display a 9-digit code. Provide this code to our support team.
Network Requirements
- Your computer must be connected to the same internet network as the products you need support for.
- If you require help configuring your mobile app, your mobile device must also be connected to the same network as those products.
Products requiring the Splashtop app for support
| Product | Mobile App | Computer App |
| Alarm: Hikvision Ax Pro Hub only |  |
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| Alarm: Inception Controller, Ness M1 Ethernet Module | |
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| Alarm: Paradox IP150+ Module | |
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| Access Control: Inception Controller | |
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| CCTV: Cameras connected to the network | |
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| CCTV: DVR, NVR, VMS | |
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| CCTV: Mobile device running Hik-Connect app | |
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| Intercom: Hikvision/HiLook IP Intercom | |
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| Intercom: Panasonic 2-Wire | |
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| Gate: All | |
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| Any products not connected to the network | |
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| Mobile Devices using mobile apps | |
Products We Support
We provide remote support for all products listed on our website and those listed below.
| Product | Name |
| Clipsal CBUS lighting system | Programming of relays, dimmers, light switches, fan controllers, shutter relays, SHAC, and integration with the Ness M1. ⚠️ For remote programming, you must have either a USB PC interface or a SHAC connected to the C-Bus system. Note: Touchscreens have been obsolete for years and are well past end-of-life, so they are not worth the trouble. |
| Integration low-Level | Integration of system inputs and outputs directly with gate/garage motors and conventional light switches. ⚠️ Any 240V work must be carried out by a licensed electrician. |
| Integration High-Level | Integration between systems using dedicated hardware and software. |
On-Site Support (Brisbane Only)
Our on-site support covers all products supplied and installed by CustomLink. This also includes many other products not listed above or on our website.
Remote Support Disclaimer
By using CustomLink’s technical or remote support services, whether free or paid, you (on behalf of yourself and/or the legal entity you represent) agree to the following:
1. Remote Access
- You authorise CustomLink, its affiliates, or its subcontractors to access and control your devices (including but not limited to mobiles, computers, and security systems) in order to perform the requested support.
2. Responsibility for Devices
- You accept full responsibility for any changes made to your device’s contents or system settings during the remote session.
3. Customer Obligations
- You must remain present by your devices throughout the remote session.
- You must close any confidential files and ensure valid backups of all data and applications before the session begins.
- You agree to comply with all reasonable instructions given by CustomLink’s support personnel.
4. Privacy & Security
- While CustomLink uses secure remote support tools (e.g., Splashtop SOS, Hikvision software, ELK RP), you acknowledge that absolute security and privacy on the internet cannot be guaranteed.
- CustomLink makes no warranties, express or implied, regarding the security or privacy of the remote connection beyond the safeguards provided by the support software.
5. Limitations of Service
- Remote sessions may be delayed, rescheduled, shortened, or terminated due to circumstances beyond our control.
- Some technical issues may not be resolvable via remote support, despite CustomLink’s best efforts.
6. Disclaimer of Warranties & Liability
- Remote support is provided “as is” and at your sole risk.
- CustomLink does not guarantee that the support will meet your requirements, be error-free, or be fit for your specific purposes.
- To the fullest extent permitted by law, you agree not to hold CustomLink, its affiliates, subcontractors, officers, or employees liable for any direct, indirect, incidental, consequential, or special damages, fees, or costs exceeding the total value of the remote support session.
