Deep Dive Support
Our Remote Deep Dive Support service provides full installation assistance — as if we’re right there at your site, but remotely via phone and apps.
This service is available for all customers, even if you purchased your products elsewhere. It corresponds with the “Remote Deep Dive Add-On” mentioned on our Home Page Installation Options.
During your live Deep Dive session, we can:
- Configure, program, and test your system step by step.
- Perform walk tests, verify device operation, and fine-tune cameras or sensors — with your or your installer’s assistance for all on-site physical tasks.
- Train you on app features, event triggers, and advanced automation.
- Provide hands-on assistance with complex integrations.
Common Use Cases
- Advanced control panel programming (e.g. Ness M1, Inception)
- Smart camera functions such as Thermal Detection, Facial Recognition, Number Plate Recognition (LPR), and People Counting
- Complex site-specific automation setups
- Any situation where professional step-by-step remote guidance is required
Important: The customer or installer must be present throughout the session to perform any physical adjustments, walk tests, or confirmations as instructed.
Deep Dive Support Schedule Instructions
Please note: Unused sessions are non-refundable but will be converted to Support Credit, which you can use toward future Deep Dive Support. Please refer to Support Credit for more information.
Follow the steps below to schedule your Deep Dive Support session.
- Click "Schedule a Callback".
- Select your preferred date and up to six (6) sessions in total.
- Click "Continue".
- Fill out the required details (name, contact information, and support notes).
- Click "Confirm".
- Click 'View Cart' to check the scheduled time, date, and prices.
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Click Check Out when you are ready to pay. If you have Support Credit, you can apply it during checkout by:
- Clicking on the cart icon
- Selecting the Support tab
- Choosing the amount of credit to use, and
- Clicking Check Out.
- Complete the payment, and click Complete Order.
- You will receive an email confirming your order.
- You’ll also receive separate appointment confirmation emails for each booked session.
At the scheduled time, our support team will call your mobile phone and connect remotely via TeamViewer (or other approved method) to begin your Deep Dive Support session.
Prepare for Remote Support
We provide remote support by connecting to your mobile device, Windows computer, or both using the TeamViewer app.
Before your session begins, please ensure the TeamViewer app is installed and ready on both your computer and your mobile device.
This small application lets us view or control your device remotely, so our team can assist you as if we were on-site.
How Remote Support Works
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Windows computers:
Complete remote control available. -
iOS devices (iPhone/iPad):
Screen viewing only (Apple restricts remote control). -
Android devices:
Complete remote control available (depending on device permissions).
Important Notes
- If you have difficulty installing TeamViewer, we can guide you over the phone; however, this will use time from your booked session.
- If you prefer not to install TeamViewer, we can provide phone-only support, but it may take longer, and certain issues may not be resolvable without screen access.
- For mobile-based remote inspections, please ensure your mobile device has a reliable internet connection and be ready to move around your property during the session.
Installation Instructions
On Your Windows Computer
- Open this link: TeamViewer for Windows
- Download TeamViewer QuickSupport (or TeamViewer)
- Run the program.
- Provide “Your ID” and “Password” to our support team.
On Your Mobile Device
For General Remote Support:
1. Install the TeamViewer Quick Support app
- iOS Devices (iPhone/iPad), use this link: TeamViewer for iPhone/iPad.
- Android Devices, use this link: TeamViewer for Android.
2. Open the app and follow the prompts to create a session code or share your ID.
For phone-camera-based support (site inspection, installation guidance):
1. Install the TeamViewer Assist AR (Pilot) app if you want us to see what you see through your phone’s camera.
This allows our technician to inspect your site visually, guide you through cabling or termination, check device placement, and assist with installation — all in real time, as if we were standing beside you.
- iOS Devices (iPhone/iPad), use this link: TeamViewer for iPhone/iPad.
- Android Devices, use this link: TeamViewer for Android.
2. Open the app and follow the prompts to create a session code or share your ID.
Network Requirements
- Your computer must be connected to the same network as the products you need support for (e.g., same router or switch).
- If we are helping you with mobile app setup, your mobile device must also be connected to the same local network as your system.
Support Products FAQ
We provide Remote Support Australia-Wide and On-Site Support in Brisbane for all professional security, automation, and control products listed on our website — plus many other systems used in our installed and customised projects.
Example: Clipsal C-Bus Lighting System
We support programming of relays, dimmers, light switches, fan controllers, shutter relays, SHAC controllers, and integration with the Ness M1.
Remote Programming Requirements:
- You must have either a USB PC interface or an SHAC connected to the C-Bus system.
- Note: Touchscreens are long obsolete and not supported due to end-of-life status.
Integration Support
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Low-Level Integration: Linking system inputs/outputs directly with gate or garage motors and conventional light switches.
→ All 240 V work must be performed by a licensed electrician. - High-Level Integration: Linking systems through dedicated hardware/software platforms.
Support Policy and Disclaimer
At CustomLink, we provide Remote Support Australia-wide and On-Site Support in Brisbane to help you get the most from your security and automation systems.
This Support Policy outlines the scope, terms, responsibilities, and limitations that apply to all CustomLink support services — free or paid, remote or on-site.
By requesting, booking, or using any CustomLink support service, you acknowledge and agree to the terms below.
1. Overview
Our support services are designed to deliver the same professionalism and expertise you’d expect on-site — even when we assist you remotely.
We offer:
• Remote Support — available Australia-wide
• Remote Deep Dive Support — advanced configuration support
• On-Site Support (Brisbane only)
We aim to provide prompt, transparent, and reliable service across all support types.
2. Support Categories
2.1 Free Presales Support
• 100% free
• Delivered remotely via phone and apps
• We review your needs, ideas, and budget
• We recommend products, solutions, and device placement
• Ideal for homeowners, electricians, and builders
2.2 Free Technical Support (Lifetime)
Enjoy lifetime peace of mind with free ongoing remote support for every CustomLink product you purchase.
Our Remote Technical Support is 100% free for as long as you own the products, allowing us to remotely:
Diagnose and resolve issues
We assist based on how your system was originally set up:
If your system or product was originally set up or configured by you:
• We can help with minor adjustments to improve performance
• We can show you how to use the system
• We can help correct basic settings that may prevent proper operation
If your system or product was originally set up or preconfigured by CustomLink:
• We can fine-tune features and configurations if performance is not meeting expectations
• We assist with firmware or settings updates when required to restore compatibility or resolve known issues
• We ensure your system continues to operate reliably
Use of Support Credit (if available)
If you have Support Credit, you may use it to complete tasks that fall under Remote Deep Dive Support without needing to book a separate Deep Dive session, provided a session slot is available.
• Support Credit is deducted in 15-minute intervals
• This gives you flexibility to access advanced support without long bookings
When combined with Pre-Configuration Service
Your system arrives:
• Fully customised
• Bench-tested
• Firmware-updated
• Optimised for your site
• Ready to install immediately
In most cases, this free lifetime support is all you’ll ever need for minor adjustments, updates, and troubleshooting.
How remote sessions are delivered
All remote sessions are delivered exactly as if we were onsite with you — live over the phone and apps, using screen sharing and step-by-step guidance to ensure everything is done correctly.
2.3 Remote Deep Dive Support (Paid Service)
Advanced remote assistance for complex installations, integrations, or training.
Covers:
• System configuration
• Advanced event programming
• AI/motion tuning
• Testing & verification
• Network adjustments
• User training
• Integration support
• Step-by-step commissioning
Remote Deep Dive Support is available to all customers — even if your system was purchased elsewhere.
Support Credit can be used for sessions (see Section 7).
2.4 On-Site Support (Brisbane Only)
Available for:
• CustomLink-installed systems
• Systems purchased online from CustomLink
• Systems purchased elsewhere
CustomLink-installed systems
If we cannot resolve the issue remotely, a technician will attend your site — usually the next business day — free under your labour warranty (12–36 months), provided the issue is related to CustomLink workmanship or product fault.
Systems purchased elsewhere or online from CustomLink
Standard service rates apply.
A written estimate is provided before scheduling.
Important:
Unless otherwise specified, all on-site visits incur a call-out fee plus time on site, whether or not work is carried out.
3. Scheduling Support
• All support must be booked through the “Schedule a Callback” system.
• You’ll receive an email confirmation with your appointment details.
• You (or your electrician) must be available and present for the session.
4. Customer Responsibilities
During any remote or on-site session, you (or your installer) must:
• Remain present throughout the session
• Follow all instructions from CustomLink
• Provide accurate information and photos when requested
• Ensure safe access to all devices
• Ensure internet and power are available
• Maintain valid backups of your system
• Close confidential files before remote access begins
5. Remote Support Disclaimer
The following applies to all remote support services (Free Presales, Free Technical Support, Remote Deep Dive Support).
5.1 Remote Access Authorisation
By requesting support, you authorise CustomLink to access your devices (including mobiles, computers, NVRs, alarms, intercoms) via secure remote tools.
5.2 Responsibility for Devices
You accept full responsibility for any changes made to your system based on your instructions or actions taken during a remote session.
5.3 Customer Obligations
You must:
• Stay by your devices
• Follow all instructions
• Confirm authorisation when needed
• Provide accurate descriptions
• Assist with physical tasks (e.g., power cycling, reconnections)
5.4 Privacy & Security
We use secure, industry-standard tools (TeamViewer, Hikvision software, ELK RP).
However, absolute internet security cannot be guaranteed.
5.5 Limitations of Service
• Some issues cannot be resolved remotely
• Sessions may need to be rescheduled due to site conditions
• Remote support relies on your device, network, photos, and cooperation
• Internet outages or on-site changes may delay completion
5.6 Disclaimer of Warranties & Liability
Remote support is provided “as is” and at your sole risk.
To the fullest extent permitted by law, CustomLink shall not be liable for:
• Indirect, incidental, or consequential damage
• Loss of footage
• Missed detections
• Property loss or theft
• System downtime
• Costs associated with electricians or other trades
Maximum liability is limited to the value of the support session.
6. On-Site Support Conditions
• Call-out fees apply unless otherwise stated
• Warranty labour is only provided when the issue relates to CustomLink workmanship or product fault
• Faults caused by electricians, other trades, or customer changes are not covered
• Internet/network issues are not covered under warranty
7. Support Credit (Complimentary and Automatically Applied)
Support Credit is a complimentary benefit from CustomLink and is included with all purchases.
The amount of Support Credit applied to your account will vary depending on:
- The value of your order, and
- The complexity of the purchased system or project.
Support Credit may also be included automatically with:
- Pre-Configuration Services
- Larger or more complex commercial systems
- Selected bundles or qualifying products at CustomLink’s discretion
Support Credit is provided free of charge as an added layer of peace of mind, ensuring that you have access to advanced Remote Deep Dive Support whenever specialised assistance is required.
8. Installation Responsibilities & Limitations
This section defines responsibilities for physical installation, wiring, cable termination, device placement, and system configuration.
8.1 CustomLink Does Not Perform Physical Installation
Unless you purchased a full CustomLink installation package in Brisbane, CustomLink does not:
• Run cables
• Terminate cables
• Mount devices
• Drill or fix hardware
• Perform any physical installation work
These tasks may be performed by:
• A licensed electrician
• A qualified installer
• The customer themselves (DIY)
• Any person the customer nominates
Important:
If the customer chooses to install the system themselves, or uses a person who is not a licensed electrician or not suitably qualified, they are fully responsible for any installation issues, wiring errors, device placement problems, damage, or performance issues resulting from that work.
CustomLink’s responsibility is limited exclusively to:
• Technical configuration
• Software setup
• Commissioning
• Training
• Remote troubleshooting
CustomLink is not responsible for:
• Incorrect wiring
• Mounting errors
• Cable damage
• Poor device placement
• Mislabelled cables
• Unsafe installation practices
• Any physical work performed by the customer or their nominated person
8.2 Device Positioning Disclaimer
CustomLink only recommends device positions based on the information and photos provided.
Final placement decisions are the responsibility of:
• The customer, OR
• The electrician, if the customer authorises them to make those decisions.
If the site is an existing building, we will walk through the site live to confirm feasibility and cable routing.
8.3 Termination & Fit-Off Guidance
Before termination and fit-off:
• We will guide your electrician on how to terminate each field device
• We will clarify the intended use and coverage of each device
• We will explain how each component should be wired
8.4 Control Panel Termination (Alarm, Ness M1, Inception)
When terminating larger control panels, CustomLink will:
• Guide your electrician step-by-step
• Assist with sorting cables
• Verify cable identity and purpose
• Confirm termination points
• Ensure correct wiring grouping
Unless your electrician is 100% certain that each cable is correctly labelled, every cable must be checked before termination.
CustomLink is not responsible for mislabelled or incorrect cabling.
8.5 Electrician Responsibility
Electricians are responsible for:
• Correct wiring & termination
• Physical mounting and alignment
• Cable labelling
• Walk tests
• Physical adjustments
• Installation safety & compliance
• Any damage to equipment during installation
CustomLink is not responsible for wiring or installation errors.
8.6 Customer Responsibility
Customers are responsible for:
• Approving final device locations
• Providing accurate site information
• Ensuring the electrician follows guidance
• Maintaining internet and power
• Notifying CustomLink of changes after commissioning
8.7 CustomLink Configuration Scope
CustomLink is responsible for:
• System configuration
• Commissioning
• Firmware updates (when needed)
• AI tuning & motion zones
• Networking and app setup
• Training you live
• Free lifetime technical support
CustomLink is not responsible for physical installation outcomes.
9. Event & Footage Disclaimer
CustomLink is not liable for:
• Missed detections
• Missed recordings
• Footage not captured
• Blocked camera views
• Blind spots
• Incorrect device placement
• Power outages
• Internet outages
• Recorder failures
• Customer-modified settings
• Changes made by other trades
• Environmental factors (weather, insects, glare, lighting)
10. Post-Commissioning Acceptance
At the completion of commissioning, the customer confirms that:
• All cameras are positioned correctly
• All sensors detect correctly
• Notifications work
• The system functions as expected
• They understand how to use the system
• They approve the system based on current installation
• Any future changes are outside CustomLink’s responsibility
11. Acceptance of Policy
By booking or using any CustomLink support service — free or paid, remote or on-site — you confirm that you have read, understood, and agreed to this Support Policy & Disclaimer.
For installation warranty terms, refer to: https://customlink.com.au/pages/terms-and-conditions-for-on-site-installation.
Other Support
