Paid Support Booking Instructions
- Click Booking Calendar.
- 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 Pre-configuration Services and Deep Dive Technical Support. See Support Credit for more information.
- Click Continue.
- Fill out the information required.
- Click Confirm.
- Click 'View Cart' to check the booking 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 appointment time.
Prepare For Remote Support
Before the support session, please have the Splashtop SOS app ready on your mobile device and computer. Below is information about the app and how to get it.
We provide remote support by connecting to your mobile device, computer, or both using a Splashtop app. The Splashtop App is a small software application that installs and runs on your mobile device or computer, allowing us to connect and control your mobile device or computer remotely. Except for iOS mobiles, we can only see the screen but not control it. If you haven’t used the Splashtop app before, it's similar to TeamViewer. To learn more about Splashtop, please visit https://www.splashtop.com.
Please note:
(1) We can guide you over the phone if you have trouble installing the app. However, this will take away time from your support session.
(2) We can provide support by phone only if you do not want to install the app. However, it can take significantly more time, and sometimes the issue cannot be resolved without the app.
If we need to connect to your mobile device, please use a device with a reliable internet connection, especially for site inspection, as we will likely require you to move around the outside of the property.
When you open the link below on your computer, a page will open in your web browser, and simultaneously, a small Splashtop SOS program will automatically download, most likely to the Download folder. When our support team is ready to connect to your computer, they will need you to run the program and give them a 9-digit code. You can double-click on the program to run it; a small window with a 9-digit code will pop up.
When you open the link below on your mobile device, a page with instructions about installing the Splashtop SOS app will open. Follow the instructions on that page to install the app. It works similarly to the program on your computer. You can open the app when our support team is ready to connect to your mobile device. The app will display a 9-digit code that you should provide to our support team.
App download link: https://sos.splashtop.com.
The table below shows which products require the mobile app and which require the computer app. Please note that
- Your computer must be connected to the same network (Internet) as the products you need support for
- If you need support configuring your mobile app, it must also be connected to the same network (Internet) as the products for which you need your app to be configured.
Products require the Splashtop app for support
| Product | Mobile App | Computer App |
| Alarm: Hikvision Ax Pro Hub only |  |
|
| Alarm: Inception Controller, Ness M1 Ethernet Module | |
|
| Alarm: Paradox IP150+ Module | |
 |
| Access Control: Inception Controller | |
|
| CCTV: Cameras connected to the network | |
|
| CCTV: DVR, NVR, VMS | |
|
| CCTV: Mobile device running Hik-Connect app | |
|
| Intercom: Hikvision/HiLook IP Intercom | |
|
| Intercom: Panasonic 2-Wire | |
|
| Gate: All | |
|
| Any products not connected to the network | |
|
| 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. Please note that for remote programming, you will need either a USB PC interface or a SHAC connected to the CBUS system. Touchscreens have been obsolete for some years and are way past their end of life, so they are not worth the trouble. |
| Integration low-Level | Integrate the systems' inputs and outputs directly with gate/garage motors and conventional light switches. Please note that a licensed electrician must carry out 240V work |
| Integration High-Level | Integrate between systems using hardware and software |
Our On-site support (Brisbane only) covers all products supplied and installed by CustomLink, including many other products not listed above and on our website.
Remote Support Disclaimer
By utilising CustomLink’s technical or remote support services, whether paid or provided for free, you (on behalf of yourself and/or the legal entity you represent) agree:
-
When you allow a remote connection to your devices, such as your mobile, computers, security, or any other systems,
-
You will give CustomLink’s or its affiliates’ or subcontractors’ support personnel access to and control over your devices so that they can perform the requested work.
-
To accept full responsibility for any changes to your devices’ contents or system settings.
-
To remain by your devices throughout the remote support sessions.
-
To close any confidential files you may have worked on, and ensure a valid backup of any data and applications has been made before the remote support session.
-
That there is no guarantee of security or privacy on the internet, and CustomLink offers no guarantee or warranty (express or implied) that this service will be secure or private outside the security provided by using the remote support tool or software such as Splashtop SOS software, Hikvision software, ELK RP software, etc.
-
To comply with all reasonable directions of the support personnel.
-
The remote support session may be cut short, delayed, rescheduled, and/or terminated due to matters outside our control.
-
Although CustomLink will use its best endeavours to perform the requested, due to the nature of some technical issues, it may not be possible to resolve your particular problem via remote support.
- CustomLink does not warrant that the technical support will meet your needs or requirements, be fit for your purposes, or be error-free. The remote session is provided at your sole risk and not to hold CustomLink (on behalf of itself, its affiliates, its subcontractors and their officers and employees) responsible or liable for any direct, indirect, incidental, consequential, or special damages, compensations, fees or costs more than the total value of this remote support session.
